We performed a comparison between Agiloft Service Desk Suite, BMC Helix ITSM, 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."Our customer service and productivity have increased in quality and quantity since using this product."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"Technical support has been fine."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"It provides a good user experience."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"It's easy to set up the solution."
"The automations will really help the company by delegating work the way your company operates."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"Reporting and easy export to Excel spreadsheets."
"The stability of JIRA Service Management is good."
"The simplicity is good for our clients. The price is good."
"The most valuable features of this solution are Incident and Request Management."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"It has created more layers of bureaucracy."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"The search feature and the dashboard could both be improved."
"Support could be better."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"The user experience could be better."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"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."
"Currently lacks an asset management module that can affect deployment."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"The product could improve its asset management."
"This solution lacks features for project management."
"It is difficult to navigate if you don't have any prior knowledge."
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