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, indicating solid performance but slightly less comprehensive features.
- Reviewers mention that BMC Helix ITSM shines in Reports & Analytics, achieving a high score of 9.4, with users appreciating its advanced reporting capabilities and customizable dashboards, whereas OpenText SMAX scores 8.3, suggesting it may lack some of the depth in analytics that users desire.
- G2 users indicate that OpenText SMAX has a superior Help Desk functionality, scoring 9.3 compared to BMC Helix ITSM's 9.2, with reviewers noting its intuitive interface and effective ticket management as standout features.
- Users on G2 highlight that BMC Helix ITSM's Ticketing System is particularly strong, scoring 9.8, with many reviewers praising its automation features and ease of use, while OpenText SMAX scores 9.0, which, although still high, suggests it may not be as user-friendly in this area.
- Reviewers mention that OpenText SMAX offers better Mobile access with a score of 7.6, which is appreciated by users who need to manage tasks on the go, while BMC Helix ITSM's mobile functionality is rated lower at 6.6, indicating potential limitations in mobile usability.
- Users report that both products have strong Asset Management capabilities, with BMC Helix ITSM scoring 8.8 and OpenText SMAX at 8.6, but reviewers note that BMC's features are more comprehensive, allowing for better tracking and management of IT assets.
It's a full-blown, enterprise-grade ITSM suite. For those who are looking to implement ITIL practices, Remedy will help you do so, with modules like asset and configuration management, incident and problem management, change management, and so forth. Done...
* 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...
It's a full-blown, enterprise-grade ITSM suite. For those who are looking to implement ITIL practices, Remedy will help you do so, with modules like asset and configuration management, incident and problem management, change management, and so forth. Done...
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...
