We performed a comparison between BMC Helix ITSM and SolarWinds Service Desk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."Technical support has been fine."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"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."
"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."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"The solution is very stable."
"It takes a long-time to plan and deploy the on-premise solution."
"The interface is one major complaint about this product."
"The Approval Central system needs to be refreshed."
"Log in process is unnecessarily complicated."
"It needs to be more comfortable for the end-user."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"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 integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while SolarWinds Service Desk is ranked 16th in IT Service Management (ITSM) with 1 review. BMC Helix ITSM is rated 8.0, while SolarWinds Service Desk is rated 9.0. 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 SolarWinds Service Desk writes "A robust solution to automate and manage incidents and requests". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas SolarWinds Service Desk is most compared with Samanage.
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