We performed a comparison between BMC Helix ITSM and Samanage based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"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."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"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 ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"It's one of the top solutions on the market for ITSM capabilities."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"The solution has a great filtering feature."
"They should add some of the bolt-ons into the initial setup, such as chat."
"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."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"The documentation could improve in BMC Helix ITSM."
"The interface is one major complaint about this product."
"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."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"It takes a long-time to plan and deploy the on-premise solution."
"The system shuts down about once a month which is frustrating."
"The setting up process is not quite easy. It's quite difficult."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Samanage is ranked 26th in Help Desk Software with 3 reviews. BMC Helix ITSM is rated 8.0, while Samanage is rated 7.6. 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 Samanage writes "Detects incidents quickly, improves our SLA performance and solves issues faster". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Samanage is most compared with ServiceNow, SolarWinds Service Desk, Freshservice and JIRA Service Management.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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