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."Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"It provides a good user experience."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"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."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"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."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"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."
"Great to be able to create customized forms."
"Useful for tracking issues with development."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."
"It makes the IT department more transparent and helps the employees."
"The flow of the reports is good."
"Developing processes is easy and user-friendly."
"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."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"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."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"They should add some of the bolt-ons into the initial setup, such as chat."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"The documentation needs improving, it's difficult to find specific procedures."
"The product could improve its asset management."
"It is difficult to navigate if you don't have any prior knowledge."
"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."
"There should be better connections with access management. They should improve the connectivity."
"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."
"I don't think the program is very scalable."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while JIRA Service Management is ranked 2nd in Help Desk Software 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 IFS Cloud Platform, 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.
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