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."
"Its flexibility and ease of customization are its most valuable features."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"It can adapt to any process in the organization."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"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."
"Their end-user interface and technical support features could be improved."
"The solution does not interface well with other products and is difficult to implement."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"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."
"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."
Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.
BMC Helix ITSM is ranked 5th in Help Desk Software with 8 reviews while Micro Focus Service Manager is ranked 23rd in Help Desk Software with 4 reviews. BMC Helix ITSM is rated 7.8, while Micro Focus Service Manager is rated 6.2. 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 Micro Focus Service Manager writes "A better GUI in place but still not user friendly and quite complex to implement". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, BMC Remedyforce, ManageEngine ServiceDesk Plus and Assyst, whereas Micro Focus Service Manager is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, IBM Maximo and IBM SmartCloud Control Desk. See our BMC Helix ITSM vs. Micro Focus Service Manager report.
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