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 feature for our customers using BMC Helix ITSM is change management."
"Helix is stable."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"It has centralized all work orders and help desk ticket tracking."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"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 solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"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."
"The documentation could improve in BMC Helix ITSM."
"The dashboard can be better."
"They could be more responsive to feedback from their community board."
"The interface isn't that great."
"The amount of software issues are still too big, even considering the complexity of the tool."
"BMC Helix ITSM should have an easy-to-use user interface."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"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.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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