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."We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"It's a very integrated solution."
"It's one of the top solutions on the market for ITSM capabilities."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"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."
"It takes a long-time to plan and deploy the on-premise solution."
"The documentation could improve in BMC Helix ITSM."
"The Approval Central system needs to be refreshed."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"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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