We performed a comparison between BMC Helix ITSM, JIRA Service Management, and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"In general, for incident management, it's okay."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"We have seen year over year customer satisfaction improvement for the last five years."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"With service requests, we have been able to give visibility to the business users."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"This is a flexible tool for logging and tracking issues efficiently."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"The initial setup is straightforward."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"Reporting and easy export to Excel spreadsheets."
"The flow of the reports is good."
"A good organizational tool."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"We always get good support."
"Makes ticket information easy to access."
"ServiceNow is a very powerful tool that can perform a lot of different functions."
"It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident."
"The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks."
"The subsequent chain of tasks, I believe, is valuable."
"There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic."
"There are many expansions available."
"The amount of software issues are still too big, even considering the complexity of the tool."
"It needs to be more comfortable for the end-user."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"Support could be more skilled. We are wasting too much of our time debugging."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"BMC Helix ITSM should improve its price."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."
"Integration could be improved."
"Jira Service Management should be more user-friendly."
"Cost has prohibited us from switching entirely to this solution."
"I would like to see improvement in the ability to filter completed tasks."
"Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge."
"Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential."
"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."
"The solution’s pricing is expensive and could be improved."
"The product’s standard user experience is not the best."
"I have enjoyed all the features. There is not any feature that I have missed or didn't have."
"We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards."
"Local solutions have lower costs."
