We performed a comparison between BMC Helix ITSM and OpenText Service Manager based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."MyIT is simple to use and its mobility is a big plus for our on the go users."
"The solution has good capabilities for analytics."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"The most valuable features are the simplicity and the in-duty features."
"The versatility and customizability of the product is what I like most."
"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"Service Manager does what it should, but it's quite outdated."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"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."
"Service Manager's best features are flexibility and customizability."
"Its flexibility and ease of customization are its most valuable features."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It's pretty well-structured in modules."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"Support could be better."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"In the next release, I would like to see AI used for classification or categorization."
"I would also love to see consistency across all consoles."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"Their end-user interface and technical support features could be improved."
"Customization can be difficult at times because scripting is often required."
"The product's technical support services need improvement."
"Service Manager would be improved with access to automation."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."
"The interface could be better."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. BMC Helix ITSM is rated 8.0, while OpenText Service Manager is rated 7.2. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of OpenText Service Manager writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Freshservice, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management and OpenText Service Management Automation X (SMAX). See our BMC Helix ITSM vs. OpenText Service Manager report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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