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."The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"The versatility and customizability of the product is what I like most."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"Improved our organization with better customer experience and reporting abilities."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"Developing processes is easy and user-friendly."
"Easily integrates with other tools."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"It makes the IT department more transparent and helps the employees."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."
"The platform is easy to use."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"It takes a long-time to plan and deploy the on-premise solution."
"The interface is one major complaint about this product."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"Support could be more skilled. We are wasting too much of our time debugging."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Adding additional fields does not work very well."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"Jira Service Management should be more user-friendly."
"The pricing could be better."
"I would like to see improvement in the ability to filter completed tasks."
"The deployment can be a bit complex, especially for those who are not technical."
"SaaS version for large organizations (more than 2000 users) is not available."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"The product could improve its asset management."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
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.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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