Compare BMC Remedyforce [EOL] vs. JIRA Service Management

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Most Helpful Review
Use BMC Remedyforce [EOL]? Share your opinion.
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: July 2021.
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Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"An inexpensive solution that is easy to set up and use without much support.""It's a stable solution.""The interface and customization are the solution's most valuable features.""The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips.""If a company needs to expand the solution, they are able to do so. It is quite scalable.""The solution is very good at integrating systems.""The feature that we like best is the stability of the product.""The reporting is very good and you can do incident matching."

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"This solution has helped us a great deal in project management tracking and forecasting.""What I really like about this solution, is how it manages the queues, the tickets and the routing.""This is the most complete and versatile enterprise task management product and issue tracker.""The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems.""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.""I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances.""One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers.""JIRA helps integrate Kanban Board features and for this reason what it does it does well."

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Cons
"The product is created to service small to medium-sized businesses. Although it can be used in enterprise settings this choice comes down to properly assessing needs.""They need to include more high-end technology, different languages, the kinds of things not yet included in the product.""The solution's business workforce should be much more capable of drag and drop functionality. The solution could be kind-of UI based rather than still being coding based. You still need an administrator profile, and you'll have to code things if you want to use the solution.""The solution's technical support is in need of a lot of improvement.""It's not user-friendly. Everything is overly complicated. Even for the simplest of tasks, a user will waste time. It requires a lot of clicks and a lot of steps. Often we will have to do the same thing two or three times. It's really bad.""It's hard to find information about the solution online. We'll sometimes use the internet to look for technical answers, and we won't be able to find it.""The customer service management (CSM) features are in need of improvement.""The ease of customization needs improvement."

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"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.""I don't think the program is very scalable.""Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install.""Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.""The solution should be more formalized. It could be more user-friendly.""During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again.""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.""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."

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Pricing and Cost Advice
"My current company has a deal. I think the subscription per year is 20K dollars. Per year for the client is really nothing compared to other products and solutions."

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"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran.""Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.""It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain.""We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet.""The pricing is free for us because we are an associate partner for the product.""Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it.""We need a license because we have a higher number than the free part.""The pricing is very competitive and I think that it is okay."

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Questions from the Community
Top Answer: BMC Remedyforce is a good tracking service in general.
Top Answer: They have definitely been leaders in this industry and they're continuing to be there and so I would certainly pay that additional premium for them being ahead of the curve. The way they're priced… more »
Top Answer: My team finds the search options and the user interface to be really cumbersome.
Top Answer: The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I… more »
Top Answer: Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests… more »
Ranking
Unranked
In Help Desk Software
2nd
out of 55 in Help Desk Software
Views
8,619
Comparisons
7,076
Reviews
18
Average Words per Review
601
Rating
7.8
Popular Comparisons
Also Known As
Remedyforce
JIRA Service Desk
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Overview

BMC Remedyforce, built on Salesforce App Cloud, enables you to deliver high-speed service management that empowers users and accelerates the business, with minimal capital investment.

Built with speed and flexibility in mind

  • Comprehensive functionality:Incident, problem, change, service level management, self-service, discovery and asset management
  • Social, mobile, modern access: With the Salesforce 1 platform, solve incidents, submit approvals, and crowdsource information via Chatter or chat
  • Intuitive dashboards and reporting: Resolve 90% of IT issues on the first call; show key business metrics in real time
  • Configuration not customization: Deploy new technologies and services without coding or scripting, using existing Salesforce staff
  • No software or hardware to install or manage: Seamless upgrades twice a year with simple, value-based pricing


Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident, problem, change, and configuration management.

Offer
Learn more about BMC Remedyforce [EOL]
Learn more about JIRA Service Management
Sample Customers
Design Within Reach, Dex Media, DHHS, News UK, Pervasive Software, Mitchell International, Sysmex Corporation, Ameritas, Lumen 21
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Top Industries
REVIEWERS
Comms Service Provider29%
Retailer14%
Construction Company14%
Manufacturing Company14%
VISITORS READING REVIEWS
Computer Software Company35%
Comms Service Provider15%
Financial Services Firm9%
Government7%
REVIEWERS
Computer Software Company45%
Retailer18%
Transportation Company9%
Insurance Company9%
VISITORS READING REVIEWS
Computer Software Company27%
Comms Service Provider22%
Financial Services Firm7%
Government7%
Company Size
REVIEWERS
Small Business27%
Midsize Enterprise33%
Large Enterprise40%
REVIEWERS
Small Business60%
Midsize Enterprise12%
Large Enterprise28%
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: July 2021.
523,431 professionals have used our research since 2012.

BMC Remedyforce [EOL] is ranked unranked in Help Desk Software with 11 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 18 reviews. BMC Remedyforce [EOL] is rated 7.4, while JIRA Service Management is rated 7.8. The top reviewer of BMC Remedyforce [EOL] writes "A solid, reasonably-priced service management solution for small to mid-sized businesses". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". BMC Remedyforce [EOL] is most compared with ServiceNow, BMC Helix ITSM, Salesforce Service Cloud, ManageEngine ServiceDesk Plus and BMC FootPrints Service Core, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Zendesk Guide, IBM Maximo and BMC Helix ITSM.

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