We performed a comparison between BMC Helix ITSM and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It's one of the top solutions on the market for ITSM capabilities."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"Initial, out-the-box setup was easy with no problems."
"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."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"The automations will really help the company by delegating work the way your company operates."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"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."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"It needs to be more comfortable for the end-user."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Support could be more skilled. We are wasting too much of our time debugging."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"BMC Helix ITSM should improve its price."
"Encountered issues with scalability and stability."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"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."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews. BMC Helix ITSM is rated 8.0, while JIRA Service Management is rated 8.2. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". BMC Helix ITSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, IBM Maximo and Ivanti Neurons for ITSM, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, PagerDuty Operations Cloud and Zendesk. See our BMC Helix ITSM vs. JIRA Service Management report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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