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 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 digital workplace is appealing."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"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 I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"I like the single sign-on and that administrators can customize."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"It has centralized all work orders and help desk ticket tracking."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"The stability of JIRA Service Management is good."
"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."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"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."
"Its integration is most valuable. It is pretty open for integration."
"The most valuable feature of this solution is that it is user-friendly."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"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."
"Support could be more skilled. We are wasting too much of our time debugging."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"The interface is one major complaint about this product."
"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."
"In the next release, I would like to see AI used for classification or categorization."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"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."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"This solution lacks features for project management."
"Currently lacks an asset management module that can affect deployment."
"There is room for improvement in support."
"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."
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.
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