We performed a comparison between BMC Helix ITSM, JIRA Service Management, and SysAid based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"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."
"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."
"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."
"The most valuable features are the simplicity and the in-duty features."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"I think one of the most valuable things is that it's all integrated."
"This is a flexible tool for logging and tracking issues efficiently."
"The most valuable feature of this solution is that it is user-friendly."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"Reporting and easy export to Excel spreadsheets."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"This solution has helped us a great deal in project management tracking and forecasting."
"The solution can scale."
"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."
"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."
"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."
"I would say the overall flexibility of the product is its most valuable feature."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"BMC Helix ITSM should have an easy-to-use user interface."
"It needs to be more comfortable for the end-user."
"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."
"They should add some of the bolt-ons into the initial setup, such as chat."
"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"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."
"The pricing could be better."
"The solution should be more formalized. It could be more user-friendly."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"Generally requires the purchase of additional plugins."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"The deployment can be a bit complex, especially for those who are not technical."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
"We would like them to approve the security functionalities, e.g., management security features."
"Currently, SysAid does not have a mobile application."
"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."
"SysAid has fewer AI features compared to other tools."
"There is a learning curve for the users."
