We performed a comparison between BMC Helix ITSM and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It has centralized all work orders and help desk ticket tracking."
"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."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"Technical support has been fine."
"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 features are the simplicity and the in-duty features."
"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."
"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"The initial setup is easy and straightforward."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"The dashboards are nicely laid out."
"The product is not lacking anything that a QA will want to use."
"The initial setup is pretty easy."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"The user experience could be better."
"The interface isn't that great."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"It takes a long-time to plan and deploy the on-premise solution."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"Integration could be improved."
"JIRA Service could benefit from improvements to its voice support."
"The interface could always be updated and improved."
"JSM's ability to handle large volumes of emails isn't great."
"The performance in cloud service management could be improved."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"There should be better connections with access management. They should improve the connectivity."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 21 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 36 reviews. BMC Helix ITSM is rated 8.0, while JIRA Service Management is rated 8.2. The top reviewer of BMC Helix ITSM writes "Reliable with a good front end and very robust". On the other hand, the top reviewer of JIRA Service Management writes "It lets you configure workflows and manage requests; it has a dashboard for monitoring". BMC Helix ITSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, IBM Maximo and IFS Cloud Platform, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, PagerDuty Operations Cloud and Zendesk. See our BMC Helix ITSM vs. JIRA Service Management report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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