We performed a comparison between BMC Helix ITSM and ManageEngine ServiceDesk Plus 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 most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"Helix is stable."
"With service requests, we have been able to give visibility to the business users."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"It has the power to automatize several different tasks in the ITSM world."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"The solution overall has been quite stable."
"It ensures the tracking of all costs for end-user issues."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support."
"The product scales up effortlessly and you can easily add users."
"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"I like how it can be integrated and expanded with other ManageEngine products."
"There are a lot of great templates that you can take advantage of."
"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."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"The search feature and the dashboard could both be improved."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"The reports need improvement, it is not a good functioning tool."
"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."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"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 not the best. The user interface could be more intuitive."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later."
"The product needs to allow for implementation for other departments besides the IT help desk."
"The solution, overall, is expensive."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
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BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. BMC Helix ITSM is rated 8.0, while ManageEngine ServiceDesk Plus is rated 8.0. 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 ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, Freshdesk, IBM Maximo and Zendesk, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, SCSM and Zoho Desk. See our BMC Helix ITSM vs. ManageEngine ServiceDesk Plus report.
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