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).
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"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 versatility and customizability of the product is what I like most."
"It's a very integrated solution."
"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."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"In general, for incident management, it's okay."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"It's pretty well-structured in modules."
"It can adapt to any process in the organization."
"It helps to register things, to see the changing parts, and to correlate incidents."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"Technical support is pretty good."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"It needs to be more comfortable for the end-user."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
"The product's technical support services need improvement."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"The solution does not interface well with other products and is difficult to implement."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"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."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
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BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while OpenText Service Manager [EOL] is ranked 12th 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, JIRA Service Management, OpenText Service Management Automation X (SMAX) and IBM Maximo.
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