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."In general, for incident management, it's okay."
"Helix is stable."
"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."
"The digital workplace is appealing."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"Technical support has been fine."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"It gives us better understanding and control of service management."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"The solution is simple to set up."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"Service Manager gives us a single system where everything is centralized in one base."
"It helps to register things, to see the changing parts, and to correlate incidents."
"We can have all our requests and incidents registered in one system."
"The interface is one major complaint about this product."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"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."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"Service Manager would be improved with access to automation."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"The product's technical support services need improvement."
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.
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