We performed a comparison between BMC Helix ITSM and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"It's one of the top solutions on the market for ITSM capabilities."
"The product's initial setup phase was easy."
"Initial, out-the-box setup was easy with no problems."
"Our Change Management and Incident Management processes have been greatly improved."
"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 valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"It can adapt to any process in the organization."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"It helps to register things, to see the changing parts, and to correlate incidents."
"Service Manager's best features are flexibility and customizability."
"Technical support is pretty good."
"We can have all our requests and incidents registered in one system."
"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."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"The Approval Central system needs to be refreshed."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"Their end-user interface and technical support features could be improved."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"Customization can be difficult at times because scripting is often required."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"The product's technical support services need improvement."
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BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while OpenText Service Manager [EOL] doesn't meet the minimum requirements to be ranked in IT Service Management (ITSM) with 48 reviews. BMC Helix ITSM is rated 8.0, while OpenText Service Manager [EOL] is rated 7.2. 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 OpenText Service Manager [EOL] writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, OpenText Service Management Automation X (SMAX), IBM Maximo and JIRA Service Management.
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