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."Initial, out-the-box setup was easy with no problems."
"The solution can perform well for large-sized companies."
"Technical support has been fine."
"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"Our Change Management and Incident Management processes have been greatly improved."
"Useful for tracking issues with development."
"The most valuable features are the management tools."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
"The visibility features are great."
"The dashboards are nicely laid out."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"The initial setup is pretty easy."
"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."
"It has created more layers of bureaucracy."
"Log in process is unnecessarily complicated."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"The interface isn't that great."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"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."
"JIRA Service Management could include more AI features."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"The solution needs to be integrated better with Office X5."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"JSM's ability to handle large volumes of emails isn't great."
"Cost has prohibited us from switching entirely to this solution."
"I think the performance can be better."
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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