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."The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"Helix is stable."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"Our Change Management and Incident Management processes have been greatly improved."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"The product's initial setup phase was easy."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"Its integration is most valuable. It is pretty open for integration."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"It's easy to set up the solution."
"Useful for tracking issues with development."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"The dashboards are nicely laid out."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"It can adapt to any process in the organization."
"The initial setup is easy."
"We can have all our requests and incidents registered in one system."
"Service Manager does what it should, but it's quite outdated."
"It's pretty well-structured in modules."
"Its flexibility and ease of customization are its most valuable features."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"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."
"The interface isn't that great."
"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."
"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 dashboard can be better."
"Encountered issues with scalability and stability."
"Needs less infrastructure requirements."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"The documentation needs improving, it's difficult to find specific procedures."
"JSM's ability to handle large volumes of emails isn't great."
"There is room for improvement in support."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"Lacks an interface where the customer can report issues."
"Integration could be improved."
"There should be better connections with access management. They should improve the connectivity."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"Their end-user interface and technical support features could be improved."
"Customization can be difficult at times because scripting is often required."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."