We performed a comparison between BMC Helix ITSM and Samanage based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The digital workplace is appealing."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"The versatility and customizability of the product is what I like most."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"Technical support has been fine."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"Improved our organization with better customer experience and reporting abilities."
"The solution has a great filtering feature."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"Support could be more skilled. We are wasting too much of our time debugging."
"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."
"The interface is one major complaint about this product."
"It takes a long-time to plan and deploy the on-premise solution."
"The documentation could improve in BMC Helix ITSM."
"They could be more responsive to feedback from their community board."
"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."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"The system shuts down about once a month which is frustrating."
"The setting up process is not quite easy. It's quite difficult."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Samanage is ranked 26th in Help Desk Software with 3 reviews. BMC Helix ITSM is rated 8.0, while Samanage 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 Samanage writes "Detects incidents quickly, improves our SLA performance and solves issues faster". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Samanage is most compared with ServiceNow, SolarWinds Service Desk, Freshservice and JIRA Service Management.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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