BMC Remedy vs JIRA Service Desk

BMC Remedy is ranked 2nd in IT Service Management (ITSM) with 15 reviews vs JIRA Service Desk which is ranked 7th in IT Service Management (ITSM) with 2 reviews. The top reviewer of BMC Remedy writes "Full-featured, gave us incident/event management, based on monitors in our environment". The top reviewer of JIRA Service Desk writes "Transparency of the system helps both internal and external persons involved". BMC Remedy is most compared with ServiceNow, Micro Focus Service Manager and JIRA Service Desk. JIRA Service Desk is most compared with ServiceNow, Zendesk and BMC Remedy. See our BMC Remedy vs JIRA Service Desk report.
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Most Helpful Review
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Find out what your peers are saying about BMC Remedy vs JIRA Service Desk and others in IT Service Management (ITSM).
270,604 professionals have used our research since 2012.

Quotes From Members Comparing BMC Remedy vs JIRA Service Desk

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
Pros
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.The versatility and customizability of the product is what I like most.

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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.Reporting and easy export to Excel spreadsheets.

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Cons
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.From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs.Needs less infrastructure requirements.

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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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Bmc remedy vs. jira service desk report from it central station 2018 05 04 thumbnail
Find out what your peers are saying about BMC Remedy vs JIRA Service Desk and others in IT Service Management (ITSM).
270,604 professionals have used our research since 2012.
Ranking
RANKING
Views
16,757
Comparisons
8,684
Reviews
14
Followers
1,202
Avg. Rating
8.9
Views
9,491
Comparisons
8,093
Reviews
2
Followers
1,458
Avg. Rating
10.0
Top Comparisons
Top Comparisons
Servicenow
Compared 44% of the time.
Atlassian logo
Compared 8% of the time.
See more BMC Remedy competitors »
Servicenow
Compared 14% of the time.
Zendesk logo
Compared 9% of the time.
Bmc logo80x80
Compared 8% of the time.
See more JIRA Service Desk competitors »
Also Known As
Also Known AsRemedy ITSM, Remedy
Website/Video
Website/VideoBMC
  • Vendor 6954 screenshot 1524937453
Atlassian
  • Vendor 6900 screenshot 1524936662
OverviewQuestionmark icon
OverviewBMC 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 Remedy
Learn more about JIRA Service Desk
Sample Customers
Sample CustomersBrookfield, 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 IndustriesQuestionmark icon
Top Industries
REVIEWERS
Financial Services Firm
19%
Comms Service Provider
13%
Retailer
13%
Manufacturing Company
13%
VISITORS READING REVIEWS
Pharma/Biotech Company
12%
Software R&D Company
11%
Financial Services Firm
10%
Media Company
8%
VISITORS READING REVIEWS
Financial Services Firm
20%
Comms Service Provider
12%
Retailer
11%
Media Company
7%
Company SizeQuestionmark icon
Company Size
REVIEWERS
Small Business
18%
Midsize Enterprise
18%
Large Enterprise
63%
VISITORS READING REVIEWS
Small Business
27%
Midsize Enterprise
17%
Large Enterprise
56%
VISITORS READING REVIEWS
Small Business
37%
Midsize Enterprise
19%
Large Enterprise
44%
Bmc remedy vs. jira service desk report from it central station 2018 05 04 thumbnail
Find out what your peers are saying about BMC Remedy vs JIRA Service Desk and others in IT Service Management (ITSM).
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270,604 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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