We performed a comparison between BMC Helix ITSM and Teamwork based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."It has centralized all work orders and help desk ticket tracking."
"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."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"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."
"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 most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"The setup was very easy. Deployment was very fast for us. We started using it within two weeks."
"Teamwork has made process management easier and much better. It is very robust and improves by making a lot of changes. It is easy to use and has lots of reports."
"It is a very stable solution...The initial setup of Teamwork is easy."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"BMC Helix ITSM should have an easy-to-use user interface."
"The interface is somewhat dated as compared to technologies in use today."
"The user experience could be better."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"The screen sharing provided by the solution can be a challenge to a user. Screen sharing is an area that needs improvement in the solution."
"The product is expensive. It needs to have a more robust and customizable calendar."
"The product could be improved with more integrations and a mobile app."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while Teamwork is ranked 23rd in Project Management Software with 3 reviews. BMC Helix ITSM is rated 8.0, while Teamwork is rated 8.4. 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 Teamwork writes "A flexible, stable, and scalable tool requiring an easy initial setup phase". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Teamwork is most compared with Smartsheet, Jira, monday.com and OpenText Project and portfolio Management.
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