We performed a comparison between BMC Helix ITSM and Serviceaide ChangeGear 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 ease to use and integration."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"The solution can scale."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"BMC Helix ITSM should improve its price."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Log in process is unnecessarily complicated."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Serviceaide ChangeGear is ranked 31st in Help Desk Software. BMC Helix ITSM is rated 8.0, while Serviceaide ChangeGear 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 Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Serviceaide ChangeGear is most compared with ServiceNow and Zoho Desk.
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