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- BMC Helix ITSM
- OpenText Service Management Automation X (SMAX)
- BMC Helix ITSM-vs-OpenText Service Management Automation X (SMAX)
Compare BMC Helix ITSM and OpenText Service Management Automation X (SMAX) 
- Users report that OpenText Service Management Automation X (SMAX) excels in Change Management with a score of 9.2, highlighting its robust capabilities in managing changes effectively, while BMC Helix ITSM follows closely with a score of 8.8.
- Reviewers mention that BMC Helix ITSM shines in Reports & Analytics, achieving a high score of 9.4, with users appreciating its comprehensive reporting features that provide deep insights into service performance.
- G2 users indicate that OpenText SMAX has a superior Help Desk functionality, scoring 9.3, which users attribute to its intuitive interface and efficient ticket handling processes compared to BMC Helix ITSM's score of 9.2.
- Users on G2 highlight that BMC Helix ITSM's Ticketing System is particularly strong, with a score of 9.8, praised for its seamless integration and user-friendly experience, making it easier for teams to manage incidents.
- Reviewers say that OpenText SMAX's Automation features, scoring 8.3, are effective but not as advanced as BMC Helix ITSM's, which also scores 9.2, indicating a more robust automation capability that enhances operational efficiency.
- Users report that the Knowledge Base integration in OpenText SMAX, scoring 8.3, is beneficial, but BMC Helix ITSM's integration, scoring 7.9, is seen as less effective, suggesting that SMAX provides a more cohesive experience for users seeking information.
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...
Complete overview, all tasks/processes in one tool. Integration with IDOL gives BigData power where we need it to be: A part of our workflow. Version 9.34 with Smart Analytics improves ticket registration/ticket quality at Service Desk and combined with Hot...
Not probably but definitely the worst Customer Service Desk software I have encountered. The ITIL compliance and reporting might be a big draw card as well as the HP logo but that is where it ends. Administrative overhead is time consuming while the...
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...
Complete overview, all tasks/processes in one tool. Integration with IDOL gives BigData power where we need it to be: A part of our workflow. Version 9.34 with Smart Analytics improves ticket registration/ticket quality at Service Desk and combined with Hot...
* 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...
Not probably but definitely the worst Customer Service Desk software I have encountered. The ITIL compliance and reporting might be a big draw card as well as the HP logo but that is where it ends. Administrative overhead is time consuming while the...
