We performed a comparison between BMC Helix ITSM and Clarity SM 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."Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"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."
"It's a very integrated solution."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"In general, for incident management, it's okay."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"We have seen year over year customer satisfaction improvement for the last five years."
"I like the single sign-on and that administrators can customize."
"As of late, I really like the BI functions."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"Self-service interface means people can check their own tickets."
"The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."
"The tool itself is valuable as a result of all its features combined. Therefore, I have found that there is no feature more valuable than another."
"This product has so many adjustment possibilities for many different clients."
"Right now, we are starting to be dependent on the CMDB a lot."
"Modules of integrated ITIL managers."
"Adding additional fields does not work very well."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"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."
"In the next release, I would like to see AI used for classification or categorization."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"The interface isn't that great."
"The reports need improvement, it is not a good functioning tool."
"The user experience could be better."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."
"One area that this product can improve is in the mobile user aspect."
"I would like to see the API cleaned up."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"If I had to choose, it would be more around the user interface than the mobile experience."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Clarity SM is ranked 23rd in Help Desk Software with 107 reviews. BMC Helix ITSM is rated 8.0, while Clarity SM 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 Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo. See our BMC Helix ITSM vs. Clarity SM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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