We performed a comparison between BMC Helix ITSM and ManageEngine SupportCenter Plus based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The most valuable features of BMC Helix ITSM are the ease to use and integration."
"The product's initial setup phase was easy."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"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."
"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 solution can scale."
"Initial, out-the-box setup was easy with no problems."
"The product is very scalable and stable when used as a help desk once it is built out."
"We have found the reporting in this product to be very useful."
"The most valuable features are the ITIL compliance and billing."
"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."
"Support could be better."
"The documentation could improve in BMC Helix ITSM."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"In the next release, I would like to see AI used for classification or categorization."
"The amount of software issues are still too big, even considering the complexity of the tool."
"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."
"The user experience could be better."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"The product is very difficult to use and configure and requires specialists."
"There is no cloud-based version and it would be helpful if it were available."
"The business model for the company is to sell low and charge for customization, education or expertise."
"I would like to see some kind of project management or portfolio management in a future version."
"The tech support is terrible and that seems to be a part of their business plan."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
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BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while ManageEngine SupportCenter Plus is ranked 32nd in Help Desk Software. BMC Helix ITSM is rated 8.0, while ManageEngine SupportCenter Plus 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 ManageEngine SupportCenter Plus writes "A product that is everything you need once it is developed but it is extremely difficult to work with". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas ManageEngine SupportCenter Plus is most compared with ManageEngine ServiceDesk Plus, Zoho Desk and Dameware Remote Support.
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