We performed a comparison between BMC Helix ITSM and SCSM 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."Helix is stable."
"The product's initial setup phase was easy."
"Our Change Management and Incident Management processes have been greatly improved."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"It has centralized all work orders and help desk ticket tracking."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"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."
"The solution is quite easy to integrate with other Microsoft products."
"The call logging is the solution's most valuable feature. It's very easy to use."
"The most valuable feature is the reporting of incidents."
"I've used SCSM a lot, and its features are valuable."
"It is a simple solution that is easy to configure."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"It is one of the most stable solutions in the market."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"BMC Helix ITSM should improve its price."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"The dashboard can be better."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"Some parts of the solutions are using the old interface."
"They should add some of the bolt-ons into the initial setup, such as chat."
"Needs less infrastructure requirements."
"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."
"We would like to see a web-based interface that works on mobile devices."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"Mobile application integration would be an improvement."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"The price of this solution is high and it needs to be cheaper."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. BMC Helix ITSM is rated 8.0, while SCSM is rated 7.0. 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and TOPdesk, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BeyondTrust Remote Support and Freshservice. See our BMC Helix ITSM vs. SCSM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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