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."The solution has good capabilities for analytics."
"The most valuable features are the simplicity and the in-duty features."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"It has centralized all work orders and help desk ticket tracking."
"Technical support has been fine."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"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."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"They should add some of the bolt-ons into the initial setup, such as chat."
"Some parts of the solutions are using the old interface."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"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.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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