We performed a comparison between BMC Helix ITSM and Spiceworks 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."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."
"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 most valuable feature for our customers using BMC Helix ITSM is change management."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"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."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"It was easy to integrate Spiceworks with our existing setup."
"The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space."
"It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status."
"It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front."
"Tickets by e-mail, with actions by hastag."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"The most valuable features are the inventory and personalization."
"Spiceworks is generic and free."
"Support could be better."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"It needs to be more comfortable for the end-user."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"The interface isn't that great."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"With Spiceworks, like, when I open the websites, I have to Zoom in. I need to zoom in on those websites sometimes because it makes it horrible to use."
"It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems."
"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."
"The GUI must be improved."
"Having an integrated asset management tool, where I can plug in things that are offline, would be good."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Spiceworks is ranked 16th in Help Desk Software with 47 reviews. BMC Helix ITSM is rated 8.0, while Spiceworks is rated 7.8. 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 Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow, Freshdesk and ManageEngine ServiceDesk Plus. See our BMC Helix ITSM vs. Spiceworks report.
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