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."BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"It has the power to automatize several different tasks in the ITSM world."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"The amount of software issues are still too big, even considering the complexity of the tool."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"Support could be better."
"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."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"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.
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