HEAT Service Management Alternatives and Competitors

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Read reviews of HEAT Service Management alternatives and competitors

SW
Director of IT at a wholesaler/distributor with 51-200 employees
Real User
Top 10Leaderboard
Solid, good price, simple to use, and requires negligible training effort

What is our primary use case?

We are using it for IT support, desktop support, and any issues with any of our applications. We use it pretty extensively. It is the portal that we use for any requests, work being done, questions, bug fixes, and third-party software bug fixes. We even use it for tracking small projects. It is a SaaS solution, so we have its current version.

Pros and Cons

  • "Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
  • "We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."

What other advice do I have?

If somebody is implementing a new IT service desk ticketing system, they should definitely look at Freshdesk. If they just want a lean and mean system, it is really a great option. If you need a lot of ITIL complexity and have a very large team, and there is a lot of back-and-forth with tickets and heavy approval process and stuff, it may not be suitable. We have only one of their products. They may have other products that bolt onto it and add that in. We are using the simple version, and it doesn't necessarily have all those controls, but in our case, we didn't need all that. I would rate…
SM
National Enterprise Architecture Lead at a financial services firm with 5,001-10,000 employees
Real User
Stable and reasonable straightforward to use, but could be more intuitive

What is our primary use case?

The solution is used primarily to report incidents and then to follow up. It's mainly used for ticketing and incident resolution and tasks of that nature. I look at incidents and see the resolutions and report on that.

Pros and Cons

  • "I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."
  • "I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."

What other advice do I have?

I'm in consulting. I'm not in the group that does the ServiceNow implementation, however, we have people on staff who do it. We've implemented it in our company and I use it as a user, however, I'm not a guy who configures it. I'd advise new users to get someone, such as a consultant, to help them implement the solution. I don't actually have enough knowledge about it to really give advice. My understanding is it's a good, solid system. In our company, people are quite bullish about it. The best general advice I could give is, if you're getting someone to help you implement it, make sure…
Jyoti Ranjan
ITSM Consultant at a media company with 10,001+ employees
Real User
Top 5
Good incident management and reporting, ease of access, and stability

What is our primary use case?

We mainly use it for service requests and incident management. It is being used for all problem tickets and change requests. We are using the latest version.

Pros and Cons

  • "We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
  • "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."

What other advice do I have?

I would recommend this solution because it includes all the best practices of ITIL and ITSM used across the industry. It is a good product. I would rate BMC Helix ITSM an eight out of ten.
Basem Ismail
Associate Solutions Architect at a tech services company with 51-200 employees
Real User
A stable ticketing system but it is difficult to deploy and the interface needs to be improved

What is our primary use case?

There are several common use cases for SCSM including HR onboarding, helpdesk ticketing, and collecting surveys from customers.

Pros and Cons

  • "The most requested feature from our customers is the helpdesk ticketing system."
  • "The user interface needs to be improved."

What other advice do I have?

Some of our customers prefer an on-premises solution but the majority are deployed in a hybrid environment using Azure cloud. This is a solution that I would recommend for people who need only the basic features and do not require much customization. Otherwise, I would suggest a solution like Ivanti or ManageEngine. This solution is good for some customers but other solutions are better for different reasons. I would rate this solution a five out of ten.
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