BMC Helix ITSM vs. SuperOps.ai

BMC Helix ITSM it is all round platform for any size enterprise offering every capability you would need with a high level of customization capabilities offering the possibility to align the tool to your processes. The platform leverages AI in multiple places improving the overall experience and efficiency. Unfortunately some parts of the platform are still running on old technology, holding back the rest of platform from evolving even faster

Incentivized

I would not recommend SuperOps.ai to a colleague due to, in my opinion, its unreliable service, frequent downtime, and poor customer support. In my experience, the platform has numerous bugs, missing essential features, and lacks proper integrations with key third-party tools. When issues arise, in my opinion, the support team is slow and unhelpful, making it frustrating to resolve critical problems. Overall, the service has caused more disruptions than solutions, and I would advise looking for more reliable alternatives. I believe it's a joke of a company.

• The Service Asset and Configuration Management capabilities of Helix ITSM are awesome. It can be used as a central repository for all SACM information and seamlessly integrated with Helix Discovery.
• It has the most certified ITIL process modules of any ITSM system. These modules work seamlessly with each other and give you the power to manage any situation effectively.
• As an Administrator of Helix ITSM you have many tools at your disposal to create customizations, workflows. BMC makes it easy to manage the system, leaving time to develop customizations and workflows.

Incentivized

• RMM automations
• Innovative multitasking via tab layout
• Scripting outputs and feedback
• Pace of development
• Accessibility of staff, support, and community
• Contract mangement

Incentivized

• Customization can be lengthy due to the numerous features included in the software.
• New staff members require some sort of hands-on training to get to know all the use capabilities.
• The analytics can be improved to include forecasts and trend analysis.
• Expensive compared to competitors.

Incentivized

• Unreliable uptime – Frequent outages disrupt operations.
• Poor support – Slow response times and unhelpful assistance.
• Limited integrations – Lacks compatibility with key third-party tools.
• Buggy interface – Glitches make navigation frustrating and inefficient.
• Downtime all the time

It provides the tool we need and is able to be customised to meet new requirements. Cost to change in training and integrations would be considerable.

Overall the product enhances the capability of incident management, problem management and change management. The AI based framework helps generated better visibility and reports. The effectiveness of enhanced service desk suuport improves end user experience as the incidents are handled well in time and aged incidents are highlighted at the right time.

Incentivized

In my opinion, SuperOps.ai is unreliable and inefficient. I feel frequent downtime makes it impossible to access critical data, and when issues arise, support is slow and unhelpful. In our case, we repeatedly requested access to backups, but they failed to provide a solution, leaving our business paralyzed during outages. Instead of streamlining operations, I believe it created more problems and wasted our time.

for now we are satisfied. first two months 😉

Incentivized

could be faster. db is slower from introducing postgresql

Incentivized

Their tech support is top notch. They respond and get back to us, even on lower level incidents and issues, very quickly. It is rare that we deal with a support technician who does not know what they are doing.

the trainers dont have so much practical experiences. its mostly follow up and reading existing documentation withou own input. of course experiences people are on shore or have no free time. sad truth

Incentivized

I was not a part of the initial implementation

Incentivized

We have not conducted an extensive evaluation so far. Market players such as ServiceNow and Jira come up in discussions from time to time. However, even our high-level analyses to date have indicated that a major switch would create more cost than benefit. Since we are satisfied with BMC, the question has not been pursued in depth.

We haven't seen this pace of development or support from any other player in the market both newer entrants and veteran competitors alike

Incentivized

the product is,probably, really scalable. however as it is in cloud,this theme isn't of our interest anymore

Incentivized

• Through AI Incident correlation and workflow fine tuning, we have seen a nearly 50% improvement on the 'noise' being generated via system alerts.
• Prior to migrating to BMC Helix SaaS we had regular system issues and downtimes within our ITSM while we managed the complex on-premise infrastructure. Since migrating to Helix, we have seen 100% availability for 12+ months and rarely have had even minor service interruptions. The system stability has been critical for us in how we manage our business and MSP practice.
• The system scalability has been incredible. We are able to manage over 2,000,000 end users and over 125 operating companies. As we grow, BMC scales our environment to keep us ahead of the curve.
• The Digital Workplace application allows us to cater a self-service platform not only at the company level, but within sub-groups inside of a company.

Incentivized

• Has cut manual ticket routing by 50%
• Cut billing errors
• Ensured time tracked automatically made it on an invoice

Incentivized