We performed a comparison between BMC Helix ITSM and SCSM 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."I like the single sign-on and that administrators can customize."
"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 most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"It has the power to automatize several different tasks in the ITSM world."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"Our Change Management and Incident Management processes have been greatly improved."
"This product has helped our organization by allowing people to connect with each other."
"I've used SCSM a lot, and its features are valuable."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"It is quite scalable."
"It takes a long-time to plan and deploy the on-premise solution."
"Support could be better."
"It has created more layers of bureaucracy."
"Needs less infrastructure requirements."
"The user experience could be better."
"I would also love to see consistency across all consoles."
"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."
"They could be more responsive to feedback from their community board."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"They need more integration with open-source products."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"Resources for understanding compliance and relative compliance need to be made available."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. BMC Helix ITSM is rated 8.0, while SCSM is rated 7.0. 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and TOPdesk, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BeyondTrust Remote Support and Freshservice. See our BMC Helix ITSM vs. SCSM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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