We performed a comparison between BMC Helix ITSM and Cherwell Service Management based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"Initial, out-the-box setup was easy with no problems."
"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."
"It's one of the top solutions on the market for ITSM capabilities."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"In general, for incident management, it's okay."
"Technical support has been fine."
"The dashboard and the reporting functionality are the solution's most valuable features."
"The most valuable features are problem management and change management."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"All our activities are carried out in the one place."
"The dashboard is very useful to get a quick overview of current tasks."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."
"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."
"Encountered issues with scalability and stability."
"They should add some of the bolt-ons into the initial setup, such as chat."
"The interface is one major complaint about this product."
"It takes a long-time to plan and deploy the on-premise solution."
"The stability, specifically in the on-premises deployment model, could be improved."
"Access is only available if we're on VPN."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Application service mapping, GRC, SecOps, and things like that need improvement."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while Cherwell Service Management is ranked 13th in IT Service Management (ITSM) with 6 reviews. BMC Helix ITSM is rated 8.0, while Cherwell Service Management 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 Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Cherwell Service Management is most compared with ServiceNow. See our BMC Helix ITSM vs. Cherwell Service Management report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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