We performed a comparison between BMC Helix ITSM and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"Initial, out-the-box setup was easy with no problems."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"It's a very integrated solution."
"The initial setup is pretty easy."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"Easy to use and user-friendly."
"We get software developed faster."
"Allows customized processes for our service contracts."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."
"Support could be more skilled. We are wasting too much of our time debugging."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Log in process is unnecessarily complicated."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"The interface is somewhat dated as compared to technologies in use today."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"SaaS version for large organizations (more than 2000 users) is not available."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"The deployment can be a bit complex, especially for those who are not technical."
"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews. BMC Helix ITSM is rated 8.0, while JIRA Service Management is rated 8.2. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". BMC Helix ITSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, IBM Maximo and Ivanti Neurons for ITSM, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, PagerDuty Operations Cloud and Zendesk. See our BMC Helix ITSM vs. JIRA Service Management report.
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