We performed a comparison between BMC Helix ITSM, JIRA Service Management, and OpenText Service Manager based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"The solution has good capabilities for analytics."
"It provides a good user experience."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"The product's initial setup phase was easy."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"Allows customized processes for our service contracts."
"The most valuable features are the management tools."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"This is a flexible tool for logging and tracking issues efficiently."
"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."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"The initial setup is easy."
"Service Manager does what it should, but it's quite outdated."
"We can have all our requests and incidents registered in one system."
"The solution is simple to set up."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"Its flexibility and ease of customization are its most valuable features."
"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."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"Some parts of the solutions are using the old interface."
"They could be more responsive to feedback from their community board."
"Support could be better."
"BMC Helix ITSM should have an easy-to-use user interface."
"The interface isn't that great."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"I don't think the program is very scalable."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"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."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"Integration could be improved."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"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."
"Service Manager would be improved with access to automation."
"Pure cloud-based native functionality is lacking."
"The interface could be better."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"I don't see anything lacking."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
