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Most Helpful Review
Find out what your peers are saying about BMC Helix ITSM vs. ManageEngine SupportCenter Plus and other solutions. Updated: May 2021.
511,607 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
"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."

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"The most valuable features are the ITIL compliance and billing.""We have found the reporting in this product to be very useful.""The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like.""The product is very scalable and stable when used as a help desk once it is built out."

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Cons
"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."

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"There is no cloud-based version and it would be helpful if it were available.""I would like to see some kind of project management or portfolio management in a future version.""They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately.""The product is very difficult to use and configure and requires specialists.""The business model for the company is to sell low and charge for customization, education or expertise.""The tech support is terrible and that seems to be a part of their business plan."

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Pricing and Cost Advice
"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."

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"The licensing fees depend on different criteria, including options and sizing.""ManageEngine products will always be the lowest cost in category as that is part of their business model."

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Questions from the Community
Top Answer: : There is several difference between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
Top Answer: It has the power to automatize several different tasks in the ITSM world.
Top Answer: Some parts of the solution are using the old interface — the contracts and contract management part of the solution. It needs to mature a little further in order to become more user-friendly. BMC has… more »
Top Answer: The product is very scalable and stable when used as a help desk once it is built out.
Top Answer: ManageEngine is always going to be the lowest priced product in the categories they compete in. That is their business model. You are never going to find what they can do for you for cheaper because… more »
Top Answer: The business model for ManageEngine is to rely on low cost as a means to lure customers. Their product does not cost as much as their competitors, but the reason being is they expect you to either pay… more »
Ranking
5th
out of 56 in Help Desk Software
Views
11,668
Comparisons
7,254
Reviews
7
Average Words per Review
541
Rating
7.9
20th
out of 56 in Help Desk Software
Views
216
Comparisons
170
Reviews
4
Average Words per Review
634
Rating
7.8
Popular Comparisons
Also Known As
Remedy ITSM, Remedy, Helix Remedy
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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.

SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

Offer
Learn more about BMC Helix ITSM
Learn more about ManageEngine SupportCenter Plus
Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital Systems
Top Industries
REVIEWERS
Computer Software Company18%
Financial Services Firm18%
Manufacturing Company14%
Retailer14%
VISITORS READING REVIEWS
Computer Software Company38%
Comms Service Provider13%
Government9%
Financial Services Firm6%
No Data Available
Company Size
REVIEWERS
Small Business22%
Midsize Enterprise19%
Large Enterprise59%
No Data Available
Find out what your peers are saying about BMC Helix ITSM vs. ManageEngine SupportCenter Plus and other solutions. Updated: May 2021.
511,607 professionals have used our research since 2012.

BMC Helix ITSM is ranked 5th in Help Desk Software with 8 reviews while ManageEngine SupportCenter Plus is ranked 20th in Help Desk Software with 4 reviews. BMC Helix ITSM is rated 7.8, while ManageEngine SupportCenter Plus is rated 7.8. 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 ManageEngine SupportCenter Plus writes "A product that is everything you need once it is developed but it is extremely difficult to work with". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, BMC Remedyforce, ManageEngine ServiceDesk Plus and IBM Maximo, whereas ManageEngine SupportCenter Plus is most compared with ManageEngine ServiceDesk Plus and Dameware Remote Support. See our BMC Helix ITSM vs. ManageEngine SupportCenter Plus report.

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