We performed a comparison between BMC Helix ITSM and xMatters based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"The versatility and customizability of the product is what I like most."
"Improved our organization with better customer experience and reporting abilities."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"Allows us to define scenarios that notify only the necessary people when we need to open a conference bridge."
"For us, their biggest feature is event alerting and the retention of those events. This way, if something goes wrong, we can provide a report of everything that was sent out and everything that was captured."
"Being able to split the week however we want is definitely most valuable. We can create shifts and also see other teams' schedules. It is a very easy search to do these things."
"The Flow Designer is quite valuable, as you can set up integrations and flows without necessarily needing to know about code."
"The feature that I have found to be most valuable is the entire alert notification configuration, having an external system to trigger events that will process the alert to the supporting team. If a system is down, then you need to get it attention. Sometimes, it cannot wait until the next day. Therefore, how xMatters provides this type of integration is critical."
"We have not noticed any scalability issues in the two years that we have used the system."
"Having our users manage their own notification devices within xMatters is huge, since it takes the burden off our datacenter."
"The two-way integration between ServiceNow and xMatters allows us to assign tickets to support personnel faster and respond to incidents faster."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"Adding additional fields does not work very well."
"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."
"The documentation could improve in BMC Helix ITSM."
"The interface is one major complaint about this product."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"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."
"On-call management scheduling is difficult."
"We would like to see the integration between our ITSM solution and xMatters."
"In terms of restoration, if you delete something, or you have multiple users that have the ability to delete a group, a user profile, or a workflow, the ability to restore it within the GUI is not available. There are a whole bunch of programs that are required to allow for that to happen. A button to go back to a good point in time would be really nice. A lot of other tools have a better backup and restoration solution, but xMatters is a little bit short on that. They have about 95% solution available, but the other 5% requires manual effort. We would like to be able to just push a button and say, "I want to restore this piece back to this date," but we can't do that with the tool right now."
"If you want to alter a custom field, you can do so via import/export. But you can't have an unlimited number of custom fields, so in a large environment with a lot of teams, team provisioning becomes more difficult."
"The only thing that has caught us out a little bit is that on certain screens, you don't have the same admin options. There should be more consistency with the admin options because not all screens provide you with the same options. As an administrator, it feels like they should always be there. For example, on some screens, there is an Export button that provides fantastic, detail-rich exports, which obviously are very handy because then you can, as an administrator, do your administration, and extract what has been done to share with or prove to others. However, the Export button is not always present, and on the screens where it isn't, you miss it. You're like, "Oh, where's the Export button?", which can be quite problematic. There should be more consistency in the UI in terms of available options for anything that is referenced data or configurable. If you can put it in, there should be a way to run an export function to essentially pull it out. That's the only improvement that I can really think of."
"When you are not using the conference bridge from xMatters and you are using an external one, it is a little bit hard to get the person whom xMatters calls to jump directly to the external bridge. They need to hang up the phone and then get to the email to get the URL so that they can jump on the bridge. There is no direct connection from xMatters to that external bridge, but I understand that part of the business."
"While the documentation is good, the knowledge base - the collection of user supported community forums - is a little weak compared to some of the other products I've used. If I have a problem that I can't find the answer to in the documentation, there are very few places to go after that, because the user base, the community forums, are not strong for me to find someone who's had the same issue as me, and find out what the answer to their problem was. That's somewhat of a weak point."
"The reporting functionality could be improved, though I know that's something xMatters, inc. is working on. For example, sometimes I need to go into the platform and find users who aren't in groups that have been created recently, haven't logged in and so on. Previously, this was hard work, but they added loads of filters, making it more accessible. Still, the ability to create custom-designated reports that I could run and schedule would be fantastic for me. It would be good if they keep improving the reporting functionality, as it can be somewhat restrictive sometimes."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while xMatters is ranked 3rd in IT Alerting and Incident Management with 31 reviews. BMC Helix ITSM is rated 8.0, while xMatters is rated 8.8. 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 xMatters writes "Enabled us to meet our "lights out" goal and repurpose staff to do work of greater value". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas xMatters is most compared with PagerDuty Operations Cloud, Opsgenie, ServiceNow, Everbridge IT Alerting and OnSolve Platform for Critical Event Management.
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