Compare BMC Helix Remedy vs. JIRA Service Desk

BMC Helix Remedy is ranked 3rd in IT Service Management (ITSM) with 14 reviews while JIRA Service Desk which is ranked 4th in IT Service Management (ITSM) with 5 reviews. BMC Helix Remedy is rated 8.6, while JIRA Service Desk is rated 8.6. The top reviewer of BMC Helix Remedy writes "Full-featured, gave us incident/event management, based on monitors in our environment". On the other hand, the top reviewer of JIRA Service Desk writes "Helps shape our project management workflow but customization is difficult ". BMC Helix Remedy is most compared with ServiceNow, BMC Remedyforce and JIRA Service Desk, whereas JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus and Freshdesk. See our BMC Helix Remedy vs. JIRA Service Desk report.
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BMC Helix Remedy Logo
24,271 views|7,628 comparisons
JIRA Service Desk Logo
14,139 views|6,302 comparisons
Most Helpful Review
Find out what your peers are saying about BMC Helix Remedy vs. JIRA Service Desk and other solutions. Updated: July 2019.
352,552 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
Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time.The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier.MyIT is simple to use and its mobility is a big plus for our on the go users.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.Improved our organization with better customer experience and reporting abilities.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.The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly.

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JIRA helps integrate Kanban Board features and for this reason what it does it does well.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 automations will really help the company by delegating work the way your company operates.It makes the IT department more transparent and helps the employees.JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening.Transparency of the system helps both internal and external persons involved.​Allows customized processes for our service contracts.

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Cons
We have experienced outages, because some other customers did something on the same cluster that we share.It has created more layers of bureaucracy.Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy.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.Support could be more skilled. We are wasting too much of our time debugging.​The amount of software issues are still too big, even considering the complexity of the tool.Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years.SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT.

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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.It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)This solution lacks features for project management.In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems.​SaaS version for large organizations (more than 2000 users) is not available.Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS.

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Pricing and Cost Advice
It is costly, but it is well worth it.Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed.Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings.While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper.If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost.

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Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective.JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent.Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users.Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning.I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise.

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report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
352,552 professionals have used our research since 2012.
Ranking
Views
24,271
Comparisons
7,628
Reviews
14
Average Words per Review
293
Avg. Rating
8.6
Views
14,139
Comparisons
6,302
Reviews
5
Average Words per Review
540
Avg. Rating
8.0
Top Comparisons
Compared 73% of the time.
Compared 5% of the time.
Compared 29% of the time.
Compared 7% of the time.
Also Known As
Remedy ITSM, 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 Remedy
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 Firm27%
Government13%
Comms Service Provider13%
Manufacturing Company13%
VISITORS READING REVIEWS
Manufacturing Company25%
Software R&D Company13%
Financial Services Firm9%
Pharma/Biotech Company7%
No Data Available
Company Size
REVIEWERS
Small Business17%
Midsize Enterprise22%
Large Enterprise61%
VISITORS READING REVIEWS
Small Business26%
Midsize Enterprise22%
Large Enterprise52%
REVIEWERS
Small Business63%
Large Enterprise38%
Find out what your peers are saying about BMC Helix Remedy vs. JIRA Service Desk and other solutions. Updated: July 2019.
352,552 professionals have used our research since 2012.
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
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