Compare BMC Helix ITSM and CA Service Desk Manager 
- Users report that CA Service Desk Manager excels in Change Management with a score of 9.0, indicating a robust capability in managing changes effectively, while BMC Helix ITSM follows closely with a score of 8.8.
- Reviewers mention that BMC Helix ITSM outshines CA Service Desk Manager in Reports & Analytics, scoring 9.4 compared to CA's 7.9, highlighting its superior reporting capabilities and data insights.
- G2 users note that CA Service Desk Manager has a strong Help Desk feature with a score of 9.0, which is slightly lower than BMC Helix ITSM's 9.2, but still indicates a solid performance in providing support services.
- Users on G2 report that BMC Helix ITSM offers better Incident Reports with a score of 9.3, while CA Service Desk Manager scores 7.9, suggesting that BMC provides more comprehensive insights into incident management.
- Reviewers say that CA Service Desk Manager shines in Ticketing System functionality with a high score of 9.3, while BMC Helix ITSM leads with an impressive 9.8, indicating a more refined ticketing experience.
- Users report that both products perform well in Automation, with CA Service Desk Manager scoring 9.4 and BMC Helix ITSM at 9.2, but CA's higher score suggests a more effective automation process for routine tasks.
I like this program because it is very practical and easy to use. In addition to being via the web, which does not require a robust machine to run it. I also like the exported reports that can be converted to excel, being able to monitor all the type of...
* Creating reports is very kludgy and not GUI. * To run a query you have to know old school query symbols like <, =, etc. * My company has done a lot of customizations to Remedy and we are currently running many versions of the software- so I feel like...
Even though large number of users logged in simultaneously, there is no discrepancies found on the UI. Ecosystem across the CA products are seamless. servicedesk application can be accessed outside the network without compromising the security.
It is a resource hog; the UI is outdated, support has been awful, the system used to be a leader in the ITSM space, and now has completely dropped off the Gartner magic quadrant. Cost, the initial price of investment is high, and then the licensing model...
I like this program because it is very practical and easy to use. In addition to being via the web, which does not require a robust machine to run it. I also like the exported reports that can be converted to excel, being able to monitor all the type of...
Even though large number of users logged in simultaneously, there is no discrepancies found on the UI. Ecosystem across the CA products are seamless. servicedesk application can be accessed outside the network without compromising the security.
* Creating reports is very kludgy and not GUI. * To run a query you have to know old school query symbols like <, =, etc. * My company has done a lot of customizations to Remedy and we are currently running many versions of the software- so I feel like...
It is a resource hog; the UI is outdated, support has been awful, the system used to be a leader in the ITSM space, and now has completely dropped off the Gartner magic quadrant. Cost, the initial price of investment is high, and then the licensing model...
