We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"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."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"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."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"It's a very integrated solution."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"It has the power to automatize several different tasks in the ITSM world."
"The main reason for the ERP project was to bring together our fourteen sites, which had until then worked in separate silos."
"The workflow of the solution is very good."
"The product is quite flexible."
"One of our favorite features is the "Info-Zone", which provides operational intelligence in flight and in context to guide both business users and support teams to productivity."
"The solution overall is very versatile and flexible, especially compared to other products."
"Some of the strengths are Enterprise Management Solutions and the series of Management solutions which is number one in Gartner's report and has been for the last five years."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"They could be more responsive to feedback from their community board."
"In the next release, I would like to see AI used for classification or categorization."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"It needs to be more comfortable for the end-user."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
"The reports need improvement, it is not a good functioning tool."
"Some parts of the solutions are using the old interface."
"The CRM was shaky and although this improves in Apps 10, there is room for improvement."
"Technical support could be improved."
"The user interface can be improved. When you're clicking through the screens, there are some icons or symbols that really need updating and would be more useful and noticeable if they are aesthetically pleasing."
"We would like to see AI-driven CSI functions built into the tool that would allow us to quickly tie our improvement goals to metrics and activities, so Assyst will suggest the next steps to help us get closer to our goals."
"It would be ideal if, in the future, the product could incorporate IoT and blockchain elements. We'd like to explore more of these types of features going forward."
"There are certain digital features that need to be incorporated, such as IOP."
"If you are looking for some kind of professional services form the OEM then you would have to purchase that."
"It is too expensive for a small business."
"It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
"Ask for all-inclusive pricing, as they are pretty flexible if you ask for custom models."
"Pricing is an area that could be improved. They could be more competitive."
IFS develops and delivers cloud enterprise software for companies around the world who manufacture and distribute goods, build and maintain assets, and manage service-focused operations. Within our single platform, our industry specific products are innately connected to a single data model and use embedded digital innovation so that our customers can be their best when it really matters to their customers – at the Moment of Service. The industry expertise of our people and of our growing ecosystem, together with a commitment to deliver value at every single step, has made IFS a recognized leader and the most recommended supplier in our sector. Our team of 4,000 employees every day live our values of agility, trustworthiness and collaboration in how we support our 10,000+ customers. Learn more about how our enterprise software solutions can help your business today at ifs.com.
BMC Helix ITSM is ranked 5th in Help Desk Software with 9 reviews while IFS Applications is ranked 8th in Help Desk Software with 7 reviews. BMC Helix ITSM is rated 7.6, while IFS Applications is rated 8.2. The top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". On the other hand, the top reviewer of IFS Applications writes "Realized benefits in reporting and overall communication after consolidating our sites". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and Cherwell Service Management, whereas IFS Applications is most compared with SAP ERP, Oracle E-Business Suite, ServiceNow, IBM Maximo and JIRA Service Management. See our BMC Helix ITSM vs. IFS Applications report.
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