We performed a comparison between BMC Helix ITSM, Clarity SM, and JIRA Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"We have seen year over year customer satisfaction improvement for the last five years."
"Our Change Management and Incident Management processes have been greatly improved."
"It provides a good user experience."
"It has the power to automatize several different tasks in the ITSM world."
"Helix is stable."
"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."
"It has centralized all work orders and help desk ticket tracking."
"It's fairly easy to use, from a UI standpoint."
"The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management."
"It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. We have implemented it for larger and smaller companies."
"The in-service catalog is quite useful."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
"Its integration is most valuable. It is pretty open for integration."
"Great to be able to create customized forms."
"JSM's best feature is the integration with other Jira products."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"The customer portal allows users to register tickets themselves."
"The visibility features are great."
"Transparency of the system helps both internal and external persons involved."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"The interface is one major complaint about this product."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"In the next release, I would like to see AI used for classification or categorization."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"Needs less infrastructure requirements."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"The user experience could be better."
"The cost of this solution is too high, which is why we're leaving."
"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."
"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."
"Ease of support and upgrades need much improvement."
"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."
"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."
"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."
"Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available."
"Lacks an interface where the customer can report issues."
"JSM's ability to handle large volumes of emails isn't great."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"JIRA Service could benefit from improvements to its voice support."
"In-built chat is missing in JIRA Service Management."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"JIRA Service Management could include more AI features."
