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 valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"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."
"I like the single sign-on and that administrators can customize."
"The solution can scale."
"Technical support has been fine."
"I think one of the most valuable things is that it's all integrated."
"The product is not lacking anything that a QA will want to use."
"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 best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"The most valuable features are the management tools."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"It takes a long-time to plan and deploy the on-premise solution."
"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."
"Support could be more skilled. We are wasting too much of our time debugging."
"BMC Helix ITSM should have an easy-to-use user interface."
"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."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"SaaS version for large organizations (more than 2000 users) is not available."
"The interface could always be updated and improved."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"I would like to see improvement in the ability to filter completed tasks."
"It is difficult to navigate if you don't have any prior knowledge."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
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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