We performed a comparison between BMC Helix ITSM and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"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 valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"It has centralized all work orders and help desk ticket tracking."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"The reports need improvement, it is not a good functioning tool."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"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."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"I would also love to see consistency across all consoles."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"Log in process is unnecessarily complicated."
"The search feature and the dashboard could both be improved."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Serviceaide ChangeGear is ranked 31st in Help Desk Software. BMC Helix ITSM is rated 8.0, while Serviceaide ChangeGear is rated 7.6. 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 Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Serviceaide ChangeGear is most compared with ServiceNow and Zoho Desk.
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