Compare BMC Helix ITSM vs. JIRA Service Desk

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BMC Helix ITSM Logo
13,981 views|8,575 comparisons
JIRA Service Desk Logo
8,497 views|6,876 comparisons
Most Helpful Review
Find out what your peers are saying about BMC Helix ITSM vs. JIRA Service Desk and other solutions. Updated: September 2020.
438,246 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"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.""In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything.""This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."

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"Easily integrates with other tools.""One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted.""The most valuable features are the management tools.""One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it.""The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features.""Some of the most valuable features are simplicity, ease of configuration, and ease of customization.""It's easy to set up the solution.""JIRA helps integrate Kanban Board features and for this reason what it does it does well."

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Cons
"In the next release, I would like to see AI used for classification or categorization.""They could be more responsive to feedback from their community board.""To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."

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"Integration could be improved.""The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient.""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.""They need to work on the speed of Jira.""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.""At times you will need add-ons or additional software, so built-in features would be helpful.""JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications.""If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."

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Pricing and Cost Advice
"If you are looking for some kind of professional services form the OEM then you would have to purchase that."

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"The pricing is free for us because we are an associate partner for the product.""We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet.""The pricing is very competitive and I think that it is okay.""It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain.""Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.""But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."

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Questions from the Community
Top Answer: BMC Helix (Remedy) is not a new product release from BMC. This is a relaunched SaaS offering from BMC under a new Package called as Helix previously known as RemedyOnDemand. Having said that, the… more »
Top Answer: This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the… more »
Top Answer: BMC Helis ITSM is a very good tool, can be customized, can be integrated with other tools but still has the scope of improvements from a UI/UX perspective. some of them are listed below: 1. Offline… more »
Top Answer: Having the ability to post attachments and easily review documents via an integrated read-only viewer would enhance user productivity and compliance.
Top Answer: Currently, we work with REMEDY in Totalsec, it is the ticketing tool that manages the Operation processes in Totalsec. We are evaluating SERVICE NOW, as we are looking for new features to control… more »
Ranking
Views
13,981
Comparisons
8,575
Reviews
3
Average Words per Review
520
Avg. Rating
9.3
Views
8,497
Comparisons
6,876
Reviews
14
Average Words per Review
599
Avg. Rating
7.8
Popular Comparisons
Compared 71% of the time.
Compared 5% of the time.
Compared 2% of the time.
Compared 28% of the time.
Compared 6% of the time.
Compared 5% of the time.
Also Known As
Remedy ITSM, Remedy, Helix Remedy
Learn
BMC
Atlassian
Overview
BMC Remedy is an innovative service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. Simple to use and powerful enough to manage the most advanced digital enterprises, Remedy can be delivered from the BMC cloud or your own data center.JIRA Service Desk is service management software that connects IT to your business through fast, accountable resolution of customer requests. Built on Atlassians JIRA workflow engine, JIRA Service Desk offers a collaborative, agile platform and knowledge base thats low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience. Redefine what IT means for your business with JIRA Service Desk.
Offer
Learn more about BMC Helix ITSM
Learn more about JIRA Service Desk
Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford Universitymgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Top Industries
REVIEWERS
Financial Services Firm24%
Comms Service Provider12%
Government12%
Manufacturing Company12%
VISITORS READING REVIEWS
Computer Software Company46%
Government8%
Comms Service Provider8%
Media Company6%
REVIEWERS
Retailer29%
Computer Software Company29%
Comms Service Provider14%
Insurance Company14%
VISITORS READING REVIEWS
Computer Software Company34%
Comms Service Provider14%
Insurance Company10%
Government9%
Find out what your peers are saying about BMC Helix ITSM vs. JIRA Service Desk and other solutions. Updated: September 2020.
438,246 professionals have used our research since 2012.
BMC Helix ITSM is ranked 6th in IT Service Management (ITSM) with 3 reviews while JIRA Service Desk is ranked 2nd in IT Service Management (ITSM) with 17 reviews. BMC Helix ITSM is rated 9.4, while JIRA Service Desk is rated 7.8. The top reviewer of BMC Helix ITSM writes "Good knowledge management features in this highly scalable product". On the other hand, the top reviewer of JIRA Service Desk writes "An excellent solution for tracking customer service issues and tracking technical support issues". BMC Helix ITSM is most compared with ServiceNow, BMC Remedyforce, ManageEngine ServiceDesk Plus, Cherwell Service Management and IBM Maximo, whereas JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Zendesk Guide, BMC Remedyforce and IBM Maximo. See our BMC Helix ITSM vs. JIRA Service Desk report.

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