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 Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The digital workplace is appealing."
"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 most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"The versatility and customizability of the product is what I like most."
"With service requests, we have been able to give visibility to the business users."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"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."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"The visibility features are great."
"The most valuable feature of this solution is that it is user-friendly."
"JSM's best feature is the integration with other Jira products."
"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."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"They could be more responsive to feedback from their community board."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"BMC Helix ITSM should have an easy-to-use user interface."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"It takes a long-time to plan and deploy the on-premise solution."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"BMC Helix ITSM should improve its price."
"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."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"Cost has prohibited us from switching entirely to this solution."
"JSM's ability to handle large volumes of emails isn't great."
"The product could improve its asset management."
"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."
"This solution lacks features for project management."
"Field addition and removal features are not very intuitive in JIRA Service Management."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while JIRA Service Management is ranked 2nd in Help Desk Software 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 IFS Cloud Platform, 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 Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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