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."The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"The most valuable features are the simplicity and the in-duty features."
"The versatility and customizability of the product is what I like most."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"The product is not lacking anything that a QA will want to use."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."
"We get software developed faster."
"It scales well."
"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."
"Some parts of the solutions are using the old interface."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"Adding additional fields does not work very well."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"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."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"It has created more layers of bureaucracy."
"SaaS version for large organizations (more than 2000 users) is not available."
"The solution should be more formalized. It could be more user-friendly."
"JSM's ability to handle large volumes of emails isn't great."
"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 feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"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."
"Integration could be improved."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. BMC Helix ITSM is rated 8.0, while JIRA Service Management is rated 8.2. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". 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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