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 most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"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."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"Our Change Management and Incident Management processes have been greatly improved."
"It's one of the top solutions on the market for ITSM capabilities."
"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."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"The simplicity is good for our clients. The price is good."
"The initial setup is easy and straightforward."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"Transparency of the system helps both internal and external persons involved."
"It scales well."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"The documentation could improve in BMC Helix ITSM."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"The Approval Central system needs to be refreshed."
"Needs less infrastructure requirements."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"SaaS version for large organizations (more than 2000 users) is not available."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"Currently lacks an asset management module that can affect deployment."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
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 Zendesk, 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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