Compare BMC Helix ITSM vs. IBM SmartCloud Control Desk

BMC Helix ITSM is ranked 8th in Help Desk Software with 3 reviews while IBM SmartCloud Control Desk is ranked 13th in Help Desk Software with 2 reviews. BMC Helix ITSM is rated 9.4, while IBM SmartCloud Control Desk is rated 8.0. The top reviewer of BMC Helix ITSM writes "Good knowledge management features in this highly scalable product". On the other hand, the top reviewer of IBM SmartCloud Control Desk writes "Centralized solution to efficiently take care of customer service calls". BMC Helix ITSM is most compared with ServiceNow, BMC Remedyforce, JIRA Service Desk, ManageEngine ServiceDesk Plus and Assyst, whereas IBM SmartCloud Control Desk is most compared with ServiceNow, JIRA Service Desk, Clarity SM, Micro Focus Service Manager and Zendesk Guide. See our BMC Helix ITSM vs. IBM SmartCloud Control Desk report.
Cancel
You must select at least 2 products to compare!
Most Helpful Review
Find out what your peers are saying about BMC Helix ITSM vs. IBM SmartCloud Control Desk and other solutions. Updated: July 2020.
430,988 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure.In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything.This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets.

More BMC Helix ITSM Pros »

The brand name is the most valuable aspect of this solution for me. It's IBM. It's a global company that supports this product, it's not something open source or something like that.What I like about the Control Desk is that everything is centralized. You have all the requests in one place, you know which ones are for whom and who is working on them.

More IBM SmartCloud Control Desk Pros »

Cons
In the next release, I would like to see AI used for classification or categorization.They could be more responsive to feedback from their community board.To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming.

More BMC Helix ITSM Cons »

Support has been the biggest problem for us. I understand that because we use the product of a global company, some changes are not quick to deploy.Overall the user experience, as opposed to the system and databases, could be improved. It does work as it should and it's good, but they should invest more in the user interfaces to be less data oriented and more appealing for the user.

More IBM SmartCloud Control Desk Cons »

Pricing and Cost Advice
If you are looking for some kind of professional services form the OEM then you would have to purchase that.

More BMC Helix ITSM Pricing and Cost Advice »

Information Not Available
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
430,988 professionals have used our research since 2012.
Ranking
8th
out of 55 in Help Desk Software
Views
13,938
Comparisons
8,558
Reviews
3
Average Words per Review
520
Avg. Rating
9.3
13th
out of 55 in Help Desk Software
Views
1,131
Comparisons
863
Reviews
2
Average Words per Review
1,206
Avg. Rating
8.0
Popular Comparisons
Compared 71% of the time.
Compared 5% of the time.
Compared 5% of the time.
Compared 1% of the time.
Also Known As
Remedy ITSM, Remedy, Helix RemedySmartCloud Control Desk
Learn
BMC
IBM
Overview
BMC Remedy is an innovative service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. Simple to use and powerful enough to manage the most advanced digital enterprises, Remedy can be delivered from the BMC cloud or your own data center.IBM Control Desk on Cloud offer an access to a user friendly self-service, automated service management, and seamlessly-integrated, best-practice based service desk capabilities. IBM Control Desk provides the IT service management (ITSM) needed to simplify support of users and infrastructure. It also offers a unified IT asset and service management software provides a common control center for managing business processes for both digital and physical assets and enables control, governance and compliance to applications, endpoints and assets to protect critical data and prevent outages. Control Desk is IT Infrastructure Library (ITIL)-compliant, accessible through mobile devices and integrates with social media and development tools.
Offer
Learn more about BMC Helix ITSM
Learn more about IBM SmartCloud Control Desk
Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford UniversitySt Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
Top Industries
REVIEWERS
Financial Services Firm24%
Comms Service Provider12%
Government12%
Manufacturing Company12%
VISITORS READING REVIEWS
Computer Software Company46%
Government8%
Comms Service Provider7%
Media Company6%
VISITORS READING REVIEWS
Computer Software Company35%
Comms Service Provider26%
Legal Firm18%
Government8%
Find out what your peers are saying about BMC Helix ITSM vs. IBM SmartCloud Control Desk and other solutions. Updated: July 2020.
430,988 professionals have used our research since 2012.

See our list of best Help Desk Software vendors.

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.