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 Help Desk Software 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."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"The solution can scale."
"The most valuable features are the simplicity and the in-duty features."
"The digital workplace is appealing."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"The initial setup is easy and straightforward."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"The initial setup is pretty easy."
"The platform is easy to use."
"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 flow of the reports is good."
"Great to be able to create customized forms."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
"Log in process is unnecessarily complicated."
"They should add some of the bolt-ons into the initial setup, such as chat."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"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."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"I would like to see improvement in the ability to filter completed tasks."
"There should be better connections with access management. They should improve the connectivity."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"Lacks an interface where the customer can report issues."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
BMC Helix ITSM is ranked 6th in Help Desk Software with 19 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 34 reviews. BMC Helix ITSM is rated 7.2, while JIRA Service Management is rated 8.2. The top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". 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, IBM Maximo, Zendesk Guide and SCSM, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, Zendesk Guide and PagerDuty. See our BMC Helix ITSM vs. JIRA Service Management report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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