We performed a comparison between BMC Helix ITSM and Spiceworks 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 standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"We have seen year over year customer satisfaction improvement for the last five years."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"The solution can perform well for large-sized companies."
"The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space."
"It was easy to integrate Spiceworks with our existing setup."
"The solution is very stable. It's reliable and efficient."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status."
"The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."
"Spiceworks is generic and free."
"If you're in the market for a low-cost service desk system, Spiceworks is a good software solution to start out with, especially when it comes to startups and those organizations that don't currently have any existing service desk software in place."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
"Support could be more skilled. We are wasting too much of our time debugging."
"The interface is somewhat dated as compared to technologies in use today."
"The amount of software issues are still too big, even considering the complexity of the tool."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"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 search feature and the dashboard could both be improved."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
"The GUI must be improved."
"They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application."
"One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows. For example, in another solution called ServiceDesk by ManageEngine, you can have levels of approval in the event that there is a request for new software, or when someone requests a VPN or WiFi connection. This kind of multi-stage approval feature provided by ServiceDesk does not appear to exist in Spiceworks, and it is one of their main shortcomings for me."
"Sometimes, it can be difficult to integrate what you need."
"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."
"The SNMP sniffer requires a lot of work to get right."
"Having an integrated asset management tool, where I can plug in things that are offline, would be good."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Spiceworks is ranked 22nd in Help Desk Software with 47 reviews. BMC Helix ITSM is rated 8.0, while Spiceworks is rated 7.8. 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 Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow, Freshdesk and ManageEngine ServiceDesk Plus. See our BMC Helix ITSM vs. Spiceworks report.
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