We performed a comparison between BMC Helix ITSM, Clarity SM, 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."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."
"Improved our organization with better customer experience and reporting abilities."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"The most valuable features are the simplicity and the in-duty features."
"Helix is stable."
"It's one of the top solutions on the market for ITSM capabilities."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"Right now, we are starting to be dependent on the CMDB a lot."
"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."
"As of late, I really like the BI functions."
"We can search open and closed cases to find what we have done in other incidents."
"The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"Logging every action in Service Desk Manager (SDM)."
"It's fairly easy to use, from a UI standpoint."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"Developing processes is easy and user-friendly."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"The most valuable feature of this solution is that it is user-friendly."
"The dashboards are nicely laid out."
"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
"The stability of JIRA Service Management is good."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"The interface isn't that great."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"The search feature and the dashboard could both be improved."
"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."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"It takes a long-time to plan and deploy the on-premise solution."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."
"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."
"If I had to choose, it would be more around the user interface than the mobile experience."
"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."
"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."
"Jira Service Management should be more user-friendly."
"The product could improve its asset management."
"The solution should be more formalized. It could be more user-friendly."
"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."
"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."
"The pricing could be better."
"Integration could be improved."
"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."