We performed a comparison between BMC Helix ITSM and ManageEngine ServiceDesk Plus 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."The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"In general, for incident management, it's okay."
"Technical support has been fine."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"Initial, out-the-box setup was easy with no problems."
"It has the power to automatize several different tasks in the ITSM world."
"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."
"Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that."
"The solution offers a lot of opportunities for integrations."
"The solution is free for up to five users."
"There are a lot of great templates that you can take advantage of."
"This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption."
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"ManageEngine provides additional modules that we can integrate in the future."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"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."
"Adding additional fields does not work very well."
"They should add some of the bolt-ons into the initial setup, such as chat."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"The UI for the app needs improvement."
"It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application."
"The timing reporting module, and how it's used is a bit difficult to understand."
"There's no native integrations between the systems."
"The self-service feature for end users and the knowledge base need to be improved."
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."
"They could improve the screens."
"The service delivery could be improved."
More ManageEngine ServiceDesk Plus Pricing and Cost Advice →
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. BMC Helix ITSM is rated 8.0, while ManageEngine ServiceDesk Plus is rated 8.0. 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 ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, Freshdesk, IBM Maximo and IFS Cloud Platform, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Zoho Desk, Freshservice and Freshdesk. See our BMC Helix ITSM vs. ManageEngine ServiceDesk Plus report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.