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 knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips."
"Remedyforce has greatly improved our company's ability to accurately track and create new records."
"ITIL best practices and smart practices are efficient in calculating the performance of services provided."
"BMC Remedyforce is a good tracking service in general."
"An inexpensive solution that is easy to set up and use without much support."
"The feature that we like best is the stability of the product."
"The solution is very flexible."
"The solution is very good at integrating systems."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"JIRA Service Management is a very user-friendly solution."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"The initial setup is easy and straightforward."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"The most valuable features of this solution are Incident and Request Management."
"The customer portal with connection with our knowledge base has been most valuable."
"Useful for tracking issues with development."
"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."
"It required a high amount of customisation for us to work with the tool and sometimes special capabilities needed to be purchased."
"The ease of customization needs improvement."
"The look and feel is very dated."
"The customer service management (CSM) features are in need of improvement."
"The setup was somewhat complex as it seemed there were three ways to do the same thing."
"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."
"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 is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"It is difficult to navigate if you don't have any prior knowledge."
"JIRA Service Management could include more AI features."
"The performance in cloud service management could be improved."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"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."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
Earn 20 points
BMC Remedyforce [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 1 review while JIRA Service Management is ranked 2nd in Help Desk Software with 36 reviews. BMC Remedyforce [EOL] is rated 7.8, while JIRA Service Management is rated 8.2. The top reviewer of BMC Remedyforce [EOL] writes "Good reporting and easy to use but needs to offer better integration capabilities". On the other hand, the top reviewer of JIRA Service Management writes "It lets you configure workflows and manage requests; it has a dashboard for monitoring". 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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