We performed a comparison between BMC Helix ITSM and Symantec ServiceDesk [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Initial, out-the-box setup was easy with no problems."
"It has centralized all work orders and help desk ticket tracking."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"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."
"The solution can scale."
"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."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"I have found the overall features useful, it is intuitive and integrated."
"Log in process is unnecessarily complicated."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
"Support could be better."
"I would also love to see consistency across all consoles."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"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."
"The interface isn't that great."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"The web services could improve with Symantec ServiceDesk. They are sometimes slow and are down sometimes."
Earn 20 points
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Symantec ServiceDesk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software. BMC Helix ITSM is rated 8.0, while Symantec ServiceDesk [EOL] is rated 8.0. 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 Symantec ServiceDesk [EOL] writes "Intuitive design, well integrated, and reliable". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Symantec ServiceDesk [EOL] is most compared with .
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