OTRS and BMC Helix ITSM, An In-Depth Comparison 2024

Comparison Summary

OTRS: OTRS solutions are individually configured for flexibility and customization. They enable efficient work, convenient performance measurement, and easy integrations.

BMC Helix ITSM: BMC Helix ITSM delivers predictive IT service management for modern enterprises. Enhanced efficiency and proactive problem-solving are provided by BMC Software's solution.

OTRS and BMC Helix ITSM: Customer Satisfaction Data

Most deployed common Use Cases for OTRS and BMC Helix ITSM

What Are the key features of OTRS and BMC Helix ITSM for Helpdesk Management?

OTRS is an open-source helpdesk tool that helps manage service functions and automate communication with customers and employees. BMC Helix ITSM focuses on IT helpdesk enablement and automation of communication and documentation. Both tools handle helpdesk tickets and workflows, but OTRS provides statistical reporting and process management features. BMC Helix ITSM offers scalability between help desks and user groups. One limitation of both tools is that they can require additional effort to complete tasks, such as filling out forms.

"...If you have a 8-10 helpdesk team for ticketings and changes in encierment...." Peer review by Administrator

"...I have used it also for tracking call center tickets, but I feel SAP CRM is more robust for doing so...." Peer review by Administrator

Why is OTRS and BMC Helix ITSM the best choice for Knowledge Management?

Both OTRS and BMC Helix ITSM offer knowledge management features. OTRS provides a knowledge base that can be accessed through a self-service portal, allowing users to find information without needing to create a ticket. BMC Helix ITSM also offers knowledge management capabilities, but it has a more complex interface and may require administrators to streamline knowledge updates. OTRS provides a wider range of self-service features, including the ability to create a separate service catalog.

"...Enterprise service management is all about expanding the concepts of knowledge management and practices beyond the IT environment...." OTRS Optimizes Practices Allowing Employees To Focus On Their Core Tasks And Increase Productivity

"...I like that it is available via a web portal so that our techs can be on site to get information about the work ticket and also search the knowledge base that we built, we are able to post "How to" document for all of our technicians in the field...." Peer review by Michael D, Network Administrator Senior

How can OTRS and BMC Helix ITSM enhance your Workflow Management process?

Both OTRS and BMC Helix ITSM provide workflow management capabilities. OTRS excels at creating customizable workflows for various departments, automating processes, and integrating with external systems. BMC Helix ITSM focuses on comprehensive workflow tracking, simplifying incident management, and allowing for UI customization. However, BMC Helix ITSM suffers from limitations in customization and can have complex workflows that may require simplification.

"...Workflows can incorporate request management functions, calendaring, change management needs, asset management/CMDB requirements, integration with external systems, reporting and more...." Peer review from OTRS

"...Once you've configured your business rules, all the engines/workflows are in place to management...." Peer review by Kelly D, Owner, Computer Software

What Are the key features of OTRS and BMC Helix ITSM for Communication Management?

Both systems, OTRS and BMC Helix ITSM, manage communication effectively by automatically creating tickets from emails and providing email integration for notifications. OTRS excels in automation by facilitating recurring tasks such as sending emails and managing ticket fields, whereas BMC Helix ITSM focuses on tracking incidents, calls, and changes in a centralized location. However, BMC Helix ITSM struggles with email sending within the software itself.

"...Client solution with escalation to other departments with email sending and reciving integration and easy to use with minimal configuration...." Peer review by Jaime P