We performed a comparison between BMC Helix ITSM and Samanage based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Technical support has been fine."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"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."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"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."
"The solution can scale."
"The product's initial setup phase was easy."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"The solution has a great filtering feature."
"It takes a long-time to plan and deploy the on-premise solution."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"They should add some of the bolt-ons into the initial setup, such as chat."
"The interface is one major complaint about this product."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"Adding additional fields does not work very well."
"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."
"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."
"The setting up process is not quite easy. It's quite difficult."
"The system shuts down about once a month which is frustrating."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Samanage is ranked 26th in Help Desk Software with 3 reviews. BMC Helix ITSM is rated 8.0, while Samanage 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 Samanage writes "Detects incidents quickly, improves our SLA performance and solves issues faster". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Samanage is most compared with ServiceNow, SolarWinds Service Desk, Freshservice and JIRA Service Management.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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