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."Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"The most valuable features are the simplicity and the in-duty features."
"With service requests, we have been able to give visibility to the business users."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"I like the single sign-on and that administrators can customize."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"The most valuable features are problem management and change management."
"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."
"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 and the reporting functionality are the solution's most valuable features."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"Adding additional fields does not work very well."
"The user experience could be better."
"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."
"The interface is one major complaint about this product."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"The dashboard can be better."
"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."
"The stability, specifically in the on-premises deployment model, could be improved."
"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 and Ivanti Neurons for ITSM. See our BMC Helix ITSM vs. Cherwell Service Management report.
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