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SolarWinds Service Desk vs BMC Helix ITSM Comparison

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Overview

Category Leaders

SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other service...

BMC Helix ITSM is an IT asset management software that helps businesses manage incidents, create data visualizations, broker...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

19

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.6

530

5

4

3

2

1

340

172

17

0

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

4.1

113

5

4

3

2

1

38

53

17

4

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
89%
would recommend this app

Pros

I am the administrator and I love having the ability to make changes and customization on the fly. The user friendliness of it is well above our previous software we used.
The dashboard and reporting are very helpful. They give us a good picture of how we're doing and where we can improve.
Ticketing system, knowledge base and inventory management are all awesome and constantly improving. And the metrics are great to help justify budgets to upper management, and show trends.

Pros

I have worked on Remedy ITSM and found it robust and secure which can offer huge benefits to organisation investing in this solution either for their own use internally or when serving other clients.
Once installed/upgraded it is super easy to develop, manage and it is very easy to have to tool fit your processes.
Remedy ITSM has been great to implement our Service Desk Service from Scratch. With it we can keep track of the ticket´s progress, and improve our Support Platform 100.

Cons

By that I mean the lack of reports and reporting tools.
Reporting doesn't report accurately compared to a custom query, which is odd.
There also has been lots of testing. Also some of the updates have broken our work flows.

Cons

It has many errors, from the need to be used via the web, such as problems in scripting, execution and timeout. Serious problems that make the tool a bad work mechanism.
There are a few fields mandatory that for some users are annoying since there is no like an option for a quick ticket to report a particular emergency that wants our support ride away.
Support by BMC is generally poor. Very difficult to get people who understand what the problem is and even more difficult to find the ones able to resolve it.
  • Vendor responds to reviews
  • Last review8 days ago
  • Vendor responds to reviews
  • Last review2 months ago

Key features

  • Total features95
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Auto-Responders
  • Automated Routing
  • CMDB
  • CRM
  • Call Center Management
  • Categorization/Grouping
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contact Database
  • Contract/License Management
  • Cost Tracking
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Device Auto Discovery
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • Incident Management
  • Inventory Management
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • Online Forums
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • Scheduled / Automated Reports
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Supplier Management
  • Support Ticket Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features3
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Auto-Responders
  • Automated Routing
  • CMDB
  • CRM
  • Call Center Management
  • Categorization/Grouping
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contact Database
  • Contract/License Management
  • Cost Tracking
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Device Auto Discovery
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • Incident Management
  • Inventory Management
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • Online Forums
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • Scheduled / Automated Reports
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Supplier Management
  • Support Ticket Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations39
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk
  • Total integrations9
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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SolarWinds Service Desk logo

SolarWinds Service Desk

Rocking UX

Reviewed 8 years ago
Pros

Super easy to use! Great functionality! Great support and super response time.

Cons

It could have more ITSM features, such as native remote support.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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SolarWinds Service Desk logo

SolarWinds Service Desk

Efficient and Effective

Reviewed 4 years ago

An ITIL based ITSM solution

Pros

The Implementation Support is great from the very start. Before you even get started, they are already sending the Getting Started Guide and assigned us a dedicated Account Manager. Throughout the implementation, we had technical support as well as the implementation specialist assisting us the whole way.

Cons

Certain features missing when compared to enterprise ITSM suite, but great for SMB market The other thing I was hoping for was the Priority Matrix but you could always suggest features in the community and they will consider it for future release.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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SolarWinds Service Desk logo

SolarWinds Service Desk

A Good Entry Level ITSM Tool

Reviewed 5 years ago

I have used several ITSM solutions over the years, and Samage has been the easiest to use by far. While it isn't the most customizable solution, it hits the big features well and I have come to really appreciate it's simplicity. Being able to edit ticket details from the list view is a big differentiator and a huge time saver. While I feel that Samanage isn't the best at doing everything for everybody, it does offer a pretty comprehensive feature set for organizations just getting started with implementing ITIL principles.

Pros

Simplicity of the interface Full set of ITSM features Easy setup and configuration Training our staff was a breeze

Cons

Limited automation Very few third party integrations "out of the box" End User Portal isn't as functional as other solutions

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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SolarWinds Service Desk logo

SolarWinds Service Desk

The experience was smooth and easy. Great to have a account team that I can call.

Reviewed 5 years ago
Pros

The software was easy to use and easy to change. My team found that entering tickets took about 2/3 less time to enter tickets. We are already seeing and increase in ticket volume. Also the email Integration in the best that I have seen with all the tools on the market.

Cons

The software is missing a few things, but they are always pushing out new items. Great platform for an ITSM tool.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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SolarWinds Service Desk logo

SolarWinds Service Desk

Great little ITSM

Reviewed 4 years ago

They have been a great partner to work with bending over backwards to accommodate us in our mergers and acquisitions as we consolidated tenants and imported and exported data. They listened to our feedback and incorporated some of our ideas into their final product as well. They are a company that will work with you to get the job done the way you need it done.

Pros

This is a great ITSM. We have been with them for many years and have watched them grow. They have a lot of the features of the big name systems but without the high cost. If you are looking for an ITSM that will get the job done here it is. While it does not have all the expanded features of some of the big systems it has asset management, change management, incident management and a service catalog which is all you really need to get started. Plus they have integrations with other platforms like slack for interating with your tickets. Overall a good choice for an ITSM

Cons

The only drawback would be that they are a young company and they do not have all of the in depth features of some of the big ITSM's like Servie-now and others. But then again do you really need all that complexity?

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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SolarWinds Service Desk logo

SolarWinds Service Desk

Simple, Flexible, Room to expand

Reviewed 5 years ago
Pros

The solution is very simple to use, however has the complex features you'd be looking for in a ITSM tool. API integrations, and multiple SSO options. Even the agent is complex.

Cons

Azure AD integration is not currently working 100%, and this is a large limiting factor on the current software.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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SolarWinds Service Desk logo

SolarWinds Service Desk

Innovative and Dynamic

Reviewed 8 years ago
Pros

Samanage is an ITSM/ITAM solution with a modern web 2.0 look. In comparison, many alternatives look like products released 5-10 years ago and receive updates every six months. Samanage provides updates regularly and is responsive to bug reports.

Cons

Often, when Samanage provides an update, small things break. I find myself filling out bug reports after an update, but most often, the bugs are resolved a day or two after I fill out the bug report. I wish a small notification was posted at the top of the page describing new updates so I would be more aware of them.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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SolarWinds Service Desk logo

SolarWinds Service Desk

Easy Deployment. Responsive Support. Powerful Insights.

Reviewed 6 years ago

We are a tech-heavy non-profit with a small IT footprint. We needed a solution that enabled us to quickly retool our ITSM process and Samanage fit the bill. Very happy so far.

Pros

No pros were added to this review

Cons

No cons were added to this review

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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SolarWinds Service Desk logo

SolarWinds Service Desk

Full-Featured ITSM Tool - Born in the Cloud

Reviewed 8 years ago
Pros

It has a stunning user interface that is clean and intuitive. It scales to our global company needs and core requirements. It's simple to learn and manage. They have outstanding customer service. They are passionate about building the best Cloud ITSM tool, and it shows in their application

Cons

They are constantly improving the product almost daily with feature updates born from customer requests in the community. Our one suggestion for improvement is the workflow engine, and this is planned for 2015.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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SolarWinds Service Desk

Enterprise Quality at a reasonable implementation cost.

Reviewed 4 years ago

Great ITSM alternative to the big guys, with all the same features, without the price tag. They offer a full feature trial and will help you with a PoC. Great value, positive ROI and superior TOC. Have a look at this one!

Pros

This tool is a hidden gem. Compared to it's peers in the ITSM space, SAmanage has all the features you would expect from an Enterprise ITSM without the Enterprise price tag. It's cloud based SAAS model saves you from the hassles of onprem setups, and if you are global it just works for all your users. The feature set is rich, I recommend you do a Proof of Concept (POC) with them to gain an appreciation of everything the product gives you. The on-boarding process was very well orchestrated, they guide your team through the whole implementation via a Trello board. Everything is spelled out for you, there is little risk here. Truly an Enterprise Grade Product at a reasonable SMB Total Cost of Ownership (or Subscription-ship). Worth having a look.

Cons

The product does not hit the radar in terms of "Known" go to ITSMs. So this left us to do more research and vetting with their existing clients. Also, because they are lean on price, they do not spend a lot of time "Wining and Dinning" you, and this gave us the false impression of the organization being small. They are not small as we found out in the implementation phase. They are a true SAAS so they...

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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SolarWinds Service Desk

Fantastic Product

Reviewed 4 years ago

Samanage is helping us to truely provide the level of service that we want to offer, as well as streamlining our tracking of assets. I cannot say enough good things about Samanage.

Pros

Samanage is by far the smoothest ITSM and Asset Management tool that I've ever used. The UI is intuitive and powerful without being cluttered, such as I find some other solutions. The integration between service and asset management is seamless and easy. The pricing is very reasonable for the benefit that we receive.

Cons

The setup is perhaps the hardest part. Getting the workflows and automations set up is a bit cumbersome, but I would expect this with any solution.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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SolarWinds Service Desk

Samanage is a great tool for small businesses that are just stepping into IT improvements.

Reviewed 7 years ago

Samanage is an incredibly simple tool to manage and set up. It has loads of features that enable just about anyone to manage an ITSM Tool. While it's currently missing some customization options, it provides a great baseline that will certainly add structure to any small business.

Pros

No pros were added to this review

Cons

No cons were added to this review

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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SolarWinds Service Desk logo

SolarWinds Service Desk

A promising product

Reviewed 6 years ago

Samanage is an up and coming new ITSM + ITAM platform. It is packed with important features like service desk, inventory, contracts/POs, risk analysis, single sign-on, etc. It provides a middle ground between ServiceNow Express and ServiceNow Enterprise. I hope Samanage continues improving its features so it can become an even more robust product.

Pros

No pros were added to this review

Cons

No cons were added to this review

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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SolarWinds Service Desk logo

SolarWinds Service Desk

SolarWinds Service Desk - Great Serve desk that meets the ITSM needs

Reviewed a year ago

We've been using Solarwinds Service Desk for a few years now, and I highly suggest it. It provides cutting-edge support and asset management use cases. It is an excellent solution that satisfies the most, if not all, of the ITSM requirements, such as incident and issues management, changes and release management, and asset management.

Pros

1. Solarwinds provides an excellent Incident Management experience. Agents can prioritize events and add custom fields for improved reporting and analysis. 2. It includes remote control software (Dameware), which enables support personnel to quickly enter into clients' computers and provide remote assistance. 3. It is also beneficial for asset management. Organizations may maintain track of all assets, including their location and status. 4. It is quite simple to open a support ticket. Its connection with email makes things a lot easier. 5. It also provides a Customer Satisfaction survey (which is issued automatically) to assess the level of service provided. 6. It is also cloud-based, allowing users to join in from anywhere and give help.

Cons

1. The user interface could definitely benefit from some enhancements to make it easier to navigate. 2. The Search functionality is not properly optimized and frequently produces irrelevant results. 3. To create more user-friendly reports, the reporting may be upgraded with a much better UI. 4. The notification system may be improved to allow desktop pop-ups. 5. The mobile app frequently hangs.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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SolarWinds Service Desk logo

SolarWinds Service Desk

Modern, Practical, Suitable, Low TCO

Reviewed 4 years ago

Our organization has downsized significantly in the past 3 years. Our former ITSM solution was costly to license and maintain. Without an in-house specialist, the help of a third party implementer was required to make significant changes or implement new modules. It was beginning to feel like overkill for us so it made sense to switch to something we can maintain ourselves and where cost is more...

Pros

Samanage was easy to evaluate and we were able to configure Incident Management and migrate our Knowledgebase in just under a day with next to no assistance from the Samanage team. We are pleased that we can now utilize our implementation hours to learn the more advanced automation features of Samanage.

Cons

The mobile app is nice but seems limited. There is a real opportunity here to expand its capabilites and flexibility.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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SolarWinds Service Desk

It is simple to implement, administer, and update

Reviewed 4 months ago

In my opinion, web-based program solutions are the way of the future, and SolarWinds is right there with them. I truly mean it when I say I'd want to switch to SolarWinds because of the ease with which everything can be done from a web browser.

Pros

I like that we can measure time, open rates, add project and task users, and connect files to our projects and tasks. This is a must-have for me in my current position. It's a great way to stay on top of tasks. All task updates are sent to you in real time. Support and asset management use cases are at the bleeding edge of this technology here. An good solution that meets the majority of ITSM criteria is available.

Cons

The task arrangement for submitting new tickets might be a little complicated at times. Most users won't be able to see or realize how much backend setup is required, thus someone has to do it or teach them.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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SolarWinds Service Desk logo

SolarWinds Service Desk

Solid ITSM and ITAM solution in a SaaS model

Reviewed 6 years ago

Our company has been using SAmanage since 2011, first primarily as an ITAM system in which capacity it provides us with very good insight in our IT assets with minimal effort and investment. We gradually started using the ITSM capabilities which as easy to setup and use and allow us to provide great service to our users. Having the asset data available immediately when handling incidents is very powerful.

Pros

No pros were added to this review

Cons

No cons were added to this review

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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SolarWinds Service Desk logo

SolarWinds Service Desk

Very good ITSM and ITAM. Easy to use and adoption has been quick

Reviewed 7 years ago

Very good ITSM, we've been using it for nearly a year now. Much better than our previous version. ease of use is high. Support has been very helpful when we've had issues. SSO integration is very good (Okta and Azure AD). User's department information wasn't auto-populated through the IDP (Okta) and there's been a bit of a struggle getting that information populated for each user. This has caused issues with reporting.

Pros

No pros were added to this review

Cons

No cons were added to this review

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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SolarWinds Service Desk

Amazing product, amazing support

Reviewed 6 years ago

On theory Samanage is like every ohter ITSM Solution, until you try them and find out that they are like no other solution and I mean that. I did a research for 3 months with a specific requirements and the only solution that was close was Samanage and when I say "requirements" I mean things that every one of us need in order to have a good IT support and customer service - custom templates, workflow, reports etc.

Pros

No pros were added to this review

Cons

No cons were added to this review

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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SolarWinds Service Desk logo

SolarWinds Service Desk

Great ITSM tool

Reviewed 8 years ago
Pros

Samanage is a very good ITSM application. We are using it for Helpdesk, IT Asset management and are just exploring the service management section. The asset side particularly is very good and is based on the popular OCSInventory NG utility. The friendly and helpful staff are very responsive when issues or product improvement suggestions are made. It's very easy to use. They have very helpful, friendly and responsive staff. Overall it's a very, very good tool and one that I have and do recommend to other clients (and that comes from someone who has implemented ZenDesk, Citrix GotoAssist Service Desk and AutoTask for previous clients).

Cons

Samanage operate on an Agile product development, so the enhancement roadmap not publicized (but they do accept suggestions and let you know if they are being planned).

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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SolarWinds Service Desk

Simple yet amazing

Reviewed 6 years ago

Still in the implementation process, but I'd have to say setting this up has been a lot easier than expected (also with the help of our awesome specialist). We've been using the ITSM with our own Infrastructure group, working with the escalations, the forms, etc. It's so straightforward, no coding necessary - it's all drag and drop. The interface is really easy to use and navigate through both on the back end side and the front facing side. Find it a little strange that the iOS app and the Android app have different interfaces (Android has the better one), but still have most of the same functionality.

Pros

No pros were added to this review

Cons

No cons were added to this review

Overall Rating
  • Value for money
  • Ease of use
  • Features
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SolarWinds Service Desk

Asset Management the way I need it!

Reviewed 9 years ago

I run a one person IT shop for Contra Costa ARC, a large non-profit in Northern CA. I have been using SAManage to track assets, service requests and incidents since May of 2009. The SAManage product has come a long way since they first offered it as a free product back then. Pros: ... their server, always up ... integration with Incident and other ITSM components in SAManage environment ......

Pros

No pros were added to this review

Cons

No cons were added to this review

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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SolarWinds Service Desk

Very, very good ITSM/Asett Management/Helpdesk tool

Reviewed 8 years ago

Samanage is a very good ITSM application. We are using it for Helpdesk, IT Asset management and are just exploring the service management section. The asset side particularly is very good and is based on the popular OCSInventory NG utility. The friendly and helpful staff are very responsive when issues or product improvement suggestions are made. The one thing that would make Samanage a better service...

Pros

Very easy to use. Very helpful, friendly and responsive staff. Good community with high participation by staff

Cons

Samanage operate on an Agile product development so enhancement roadmap not publicized

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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SolarWinds Service Desk

No Questions ITSM

Reviewed 7 years ago

Samanage, or "sammich" as we like to call it, has allowed us to confidently monitor the success of our support/operation function. For end user support we have a full end-to-end life-cycle of tickets. This not only help us review what needs to be addressed/adjusted/praised, but also allows the user to go back and reference that ticket should he/she has that same question. From an operations perspective,...

Pros

No pros were added to this review

Cons

No cons were added to this review

Overall Rating
  • Value for money
  • Ease of use
  • Features
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SolarWinds Service Desk

Nice UI, Awesome Customer Service, Fast evolution

Reviewed 8 years ago

For some organizations, selling the idea to have an ITSM can be difficult. They helped me to build the case and to sell the idea, they supported me in the whole process. Once they sold me the product, they showed an awesome customer service with very short turnaround time for each support request. They have a strong and active community, which is very important to share ideas and problems. The...

Pros

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Cons

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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BMC Helix ITSM

I use Remedy Service Desk as a working tool.

Reviewed 3 years ago
Pros

I really enjoyed Remedy Service Desk because of the Mult Cloud Features, Cloud Provider Release, and Automated Actions.

Cons

I have not found any problems at Remedy Service Desk so far.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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All in one tool for service desk

Reviewed 3 years ago
Pros

We can manage many type of service desk request into the same platform

Cons

Hard to do searches, we need to use type the exact ticket number for example.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Decent SD tool

Reviewed 4 years ago

Room for improvement for User experience and interface for making it simple to new or non technical work force

Pros

Decent Service desk tool for logging, tracking and monitoring of incident, change and problem tickets in a IT service management environment

Cons

It could be more user friendly and intuitive in terms of the user interface and user experience for non technical workforce who are new to ITSM or service desk environment.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

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BMC Remedy Review

Reviewed 3 years ago
Pros

BMC has come along way in the Service Desk role, a lot of positive changes, ease of usage of the dashboard along with analytic reporting.

Cons

Updates can catch you off guard, pay attention to your admin emails if any are announced. Support can be long dated

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Great ITSM Tool!

Reviewed 4 years ago

Remedy ITSM has been great to implement our Service Desk Service from Scratch. With it we can keep track of the ticket´s progress, and improve our Support Platform 100%.

Pros

Remedy ITSM is great for Service Desk administration due to it´s great flexibility and customization. It has everything you need to fine tune your Support Service, and keep track of the process with all the Reports functions it offers. It being design for Backlog Management, Problem, Knowledge, Incident and Request Managing with a very reliable platform and server

Cons

At this point, Remedy ITSM could feel outdated along the amount of others ITSM options out there. It´s not very easy to use therefore it needs a Learning curve. When the ammount of tickets on the database gets huge, it could be somewhat slow to pull out old tickets and to process some reports.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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I have used Remedy to track Tech Help Desk requests for years.

Reviewed 5 years ago

automation of documentation and communication from my help desk. They have resolved with the new versions what complaints I had about scalability between multiple help desks and user groups, and the reporting required.

Pros

The tech user interface is intuitive and follows a logical thought process. Remedy is feature-rich, and can be configured to do exactly what I want, when I want it done. The reporting is capable, and has commonly needed reports as defaults. My techs spend a minimal amount of time documenting, and therefore most of their time helping customers. Remedy creates tech reminders, sends progress notification email to customers and generally does what a great managerial assistant would do.

Cons

No cons were added to this review

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

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Remedy Good but not Great

Reviewed 4 years ago
Pros

Has mobile tools to help be productive anywhere.

Cons

The customer self service portal isn’t as friendly & well laid out as it could be.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Service Management

Reviewed 4 years ago
Pros

Gather, analyze, store and share information to resolve any previously known issues. Self- and Service Catalog.

Cons

Lack of integration with client management to show details of end users machines and automated remediatio

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

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Government contract

Reviewed 10 months ago
Pros

The program is very robust with options to do all sorts of crazy things in the information service.

Cons

It can be quite clunky with all the options.

Overall Rating
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  • Ease of use
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This is really cool software and manages us not only for ITSM but for Network Management

Reviewed 7 years ago

We have used ITSM for IT service management as well as for network service management. This helps our Customers in many ways like reducing support cost, managing support activites, maintaining CIs etc.

Pros

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Cons

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support