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 solution is very good at integrating systems."
"The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips."
"Our staff is able to quickly jump into Remedyforce and understand the tool with minimal training."
"The record linking shows us all of the changes that were implemented during that release, what clients were affected, related incidents and problem records, and important documentation that occurred along the way."
"The interface and customization are the solution's most valuable features."
"It's a stable solution."
"Remedyforce has greatly improved our company's ability to accurately track and create new records."
"The reporting is very good and you can do incident matching."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"It scales well."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"Great to be able to create customized forms."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
"Improve the out-of-the-box ITIL compliance, which would be great for new customers."
"The setup was somewhat complex as it seemed there were three ways to do the same thing."
"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."
"As we added more custom configuration, we started running into SOQL errors, which could not be resolved yet."
"It required a high amount of customisation for us to work with the tool and sometimes special capabilities needed to be purchased."
"The solution's technical support is in need of a lot of improvement."
"The ease of customization needs improvement."
"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."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"SaaS version for large organizations (more than 2000 users) is not available."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"There should be better connections with access management. They should improve the connectivity."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"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."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
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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