We performed a comparison between BMC Helix ITSM and Spiceworks 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."The solution has good capabilities for analytics."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"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 mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status."
"Spiceworks' dashboard allows you to drill down to the notes, where I can take an inventory of the network and see the devices I need to monitor."
"The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space."
"The solution is easy to use and easy to manage."
"It's easy to understand."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"The solution is very stable. It's reliable and efficient."
"The most valuable features are the inventory and personalization."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"Support could be more skilled. We are wasting too much of our time debugging."
"In the next release, I would like to see AI used for classification or categorization."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"They could be more responsive to feedback from their community board."
"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."
"I would also love to see consistency across all consoles."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems."
"One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows. For example, in another solution called ServiceDesk by ManageEngine, you can have levels of approval in the event that there is a request for new software, or when someone requests a VPN or WiFi connection. This kind of multi-stage approval feature provided by ServiceDesk does not appear to exist in Spiceworks, and it is one of their main shortcomings for me."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"Having an integrated asset management tool, where I can plug in things that are offline, would be good."
"The SNMP sniffer requires a lot of work to get right."
"They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application."
"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Spiceworks is ranked 16th in Help Desk Software with 47 reviews. BMC Helix ITSM is rated 8.0, while Spiceworks 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 Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow, Freshdesk and ManageEngine ServiceDesk Plus. See our BMC Helix ITSM vs. Spiceworks report.
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