Feature Comparison

Service Management Software Concept Comparison Table

This table maps common ITSM concepts across several popular platforms and how they align with HelpMaster terminology and structure. For further detail about each item, click the link to take you to the HelpMaster documentation.

ITSM Concept	ServiceNow	BMC Remedy	Cherwell	Xurrent (4me)	HelpMaster
Incident	Incident	Incident	Incident	Request (with Incident category)	Job (with Incident classification)
Service Request	Request	Service Request	Service Request	Request	Job (with Request classification)
Problem	Problem	Problem	Problem	Problem	Job (with Problem classification)
Change	Change Request	Change Request	Change Request	Change	Change Request / Change Template
Knowledge Base	Knowledge Article	Knowledge Article	Knowledge Article	Knowledge Article	Knowledge Article
Configuration Item (CI)	Configuration Item	Configuration Item	Configuration Item	Configuration Item (CI)	Asset
Service Catalog	Service Catalog	Service Request Catalog	Service Catalog	Service Catalog	Request Catalog
Workflow	Flow Designer / Workflow Editor	Process Designer	One-Step / Automation Process	Workflow Automation	Workflow Automation / Templates
Template	Record Producer / Templates	Templates	Blueprints / Templates	Request Template	Templates
User Portal	Service Portal	Digital Workplace	Self-Service Portal	Self-Service Portal	Web Portal
Assignment Group	Assignment Group	Support Group	Team	Support Team	SkillGroups
SLA Management	SLA Policies / SLAs	Service Level Agreements	SLA Definitions	SLA Targets	Priority Manager Profile / SLA
CMDB	Configuration Management DB	CMDB	CMDB	Configuration Management	Assets
Automation	Flow Designer / Orchestration	Atrium Orchestrator	One-Step Automation	Automation Rules	Workflow Automation / Templates

Notes

• Job Classifications in HelpMaster:
  HelpMaster uses a unified “Job” object, differentiated by classification types like Incident, Request, Problem and others. Each job type can be created via a template that may include embedded workflow that supports different support processess.

• Workflow Capabilities:
  HelpMaster’s Workflow Designer provides a visual tool to automate tasks and integrate logic flows, similar to ServiceNow’s Flow Designer or Cherwell’s One-Steps. See Workflow Overview

• Asset & Configuration Management:
  HelpMaster manages assets through its Asset Register. Each asset can be linked to other assets, clients, sites, jobs, changes and knowledge articles.

• Service Catalog & Templates:
  The Request Catalog in HelpMaster serves as the service catalog, where templates are applied to standardize and streamline ticket handling.