We performed a comparison between BMC Remedyforce [EOL] and JIRA Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The reporting is very good and you can do incident matching."
"Offers good reporting capabilities. Getting the right information is the key to understanding and improvements."
"The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips."
"The solution is very good at integrating systems."
"The solution is very flexible."
"It's a stable solution."
"The feature that we like best is the stability of the product."
"Remedyforce has greatly improved our company's ability to accurately track and create new records."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"The customer portal with connection with our knowledge base has been most valuable."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"I think one of the most valuable things is that it's all integrated."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."
"A good organizational tool."
"My team finds the search options and the user interface to be really cumbersome."
"The customer service management (CSM) features are in need of improvement."
"The solution's technical support is in need of a lot of improvement."
"As we added more custom configuration, we started running into SOQL errors, which could not be resolved yet."
"There should be some tool to move SRD and SLA from the sandbox to production."
"The ease of customization needs improvement."
"They need to make it possible to more easily customize the user interface."
"The look and feel is very dated."
"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."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"There should be better connections with access management. They should improve the connectivity."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."
"I don't think the program is very scalable."
Earn 20 points
BMC Remedyforce [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 15 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. BMC Remedyforce [EOL] is rated 7.8, while JIRA Service Management is rated 8.2. 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 , whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud.
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