We performed a comparison between BMC Helix ITSM and SCSM 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."Improved our organization with better customer experience and reporting abilities."
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"The most valuable features are the simplicity and the in-duty features."
"The product's initial setup phase was easy."
"The solution offers good productivity at a low price point."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"The most valuable feature is the reporting of incidents."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"This product has helped our organization by allowing people to connect with each other."
"The solution is quite easy to integrate with other Microsoft products."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"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."
"They should add some of the bolt-ons into the initial setup, such as chat."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"The reports need improvement, it is not a good functioning tool."
"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."
"The search feature and the dashboard could both be improved."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"Resources for understanding compliance and relative compliance need to be made available."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"We would like to see a web-based interface that works on mobile devices."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"I have found SCSM not adequate enough to carry out some functions."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. BMC Helix ITSM is rated 8.0, while SCSM is rated 7.0. 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and TOPdesk, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BeyondTrust Remote Support and Freshservice. See our BMC Helix ITSM vs. SCSM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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