We performed a comparison between BMC Helix ITSM and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."The most valuable features are the simplicity and the in-duty features."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"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."
"In general, for incident management, it's okay."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"The versatility and customizability of the product is what I like most."
"It can adapt to any process in the organization."
"The solution is simple to set up."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"It helps to register things, to see the changing parts, and to correlate incidents."
"It's pretty well-structured in modules."
"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."
"It's easy to scale."
"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."
"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."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"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."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"Some parts of the solutions are using the old interface."
"The user experience could be better."
"Support could be more skilled. We are wasting too much of our time debugging."
"The product's technical support services need improvement."
"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."
"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."
"I don't see anything lacking."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"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."
"Customization can be difficult at times because scripting is often required."
"The solution does not interface well with other products and is difficult to implement."
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BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews. BMC Helix ITSM is rated 8.0, while OpenText Service Manager [EOL] 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 [EOL] 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 IBM Maximo, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and IBM Maximo.
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