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BMC Helix ITSM vs JIRA Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
5.9
BMC Helix ITSM offers good value and time savings, with automation praised and high stability, despite costly licensing.
Sentiment score
7.0
JIRA Service Management boosts efficiency and productivity, centralizes requests, and delivers significant ROI, benefiting virtual teams and compliance.
 

Customer Service

Sentiment score
6.4
BMC Helix ITSM customer service varies widely, with premium support praised, but lower tiers face delays and inconsistent quality.
Sentiment score
6.5
Atlassian support is generally helpful but faces challenges like time zone delays, and users suggest adding local partner assistance.
There are issues with misrouting and a preference for email rather than direct communication via phone calls.
 

Scalability Issues

Sentiment score
7.3
BMC Helix ITSM is scalable and robust, suitable for diverse organizations, though customization can limit larger implementations.
Sentiment score
7.5
JIRA Service Management scales well for small to medium organizations, with high adaptability but some limitations in larger settings.
The product's scalability is adequate for us, yet its complex customization sometimes restricts extensive adaptability.
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
 

Stability Issues

Sentiment score
7.2
BMC Helix ITSM is generally stable; initial issues may occur, but proper architecture enhances reliability over time.
Sentiment score
7.8
JIRA Service Management is stable and reliable with infrequent issues, typically receiving stability ratings of eight to nine.
I find BMC Helix ITSM stable, and that is why we have been with the product for the past 15 years.
Over the past five years, we have experienced no major issues or downtime during upgrades.
There should be more governance for permissions and more options for customized access without frequently involving the admin.
 

Room For Improvement

BMC Helix ITSM needs a more intuitive, customizable interface, enhanced reporting, better performance, support, documentation, and streamlined customization.
JIRA Service Management needs better email integration, customization, third-party support, and enhanced project management, UI, and mobile features.
BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs.
We lack access to a sandbox for in-house development, which was very helpful for hands-on work with new features.
We need to consider which AI tool would be most suitable for our project.
It remains one of the main barriers to using JIRA Service Management across our entire company.
There is a need to limit the information in one window to avoid overwhelming users with unnecessary data.
 

Setup Cost

Enterprise users find BMC Helix ITSM costly but cost-effective, requiring careful licensing analysis and negotiations to manage expenses.
JIRA Service Management's pricing is competitive but can be costly for larger enterprises with additional fees and potential annual increases.
The pricing of BMC Helix ITSM and its implementation costs are quite high, including subscription and maintenance costs per year.
We used Jira's free version for some time.
 

Valuable Features

BMC Helix ITSM is scalable, integrates easily, enhances management, and aligns with ITIL, offering advanced features and customization.
JIRA Service Management offers customization, integration, and user-friendly features that enhance efficiency and streamline project and service management.
Resolution time has decreased significantly since implementing the self-service portal.
These features are crucial as we complete the implementation and maintain data accuracy in the CMDB.
For every task we are working on, the project manager can see the status once we update the stories mentioned.
JIRA itself is valuable for managing tickets, user stories, and pipeline.
The query language and the ability to create views of the data are very useful.
 

Categories and Ranking

BMC Helix ITSM
Ranking in Help Desk Software
6th
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
6.6
Number of Reviews
79
Ranking in other categories
No ranking in other categories
JIRA Service Management
Ranking in Help Desk Software
2nd
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
87
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of September 2025, in the IT Service Management (ITSM) category, the mindshare of BMC Helix ITSM is 8.1%, down from 14.0% compared to the previous year. The mindshare of JIRA Service Management is 8.8%, down from 11.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM) Market Share Distribution
ProductMarket Share (%)
JIRA Service Management8.8%
BMC Helix ITSM8.1%
Other83.1%
IT Service Management (ITSM)
 

Featured Reviews

Ameet Darole - PeerSpot reviewer
Used for user ticket management, incident management, and event management
We had a manual event management process and a separate monitoring tool called Dynatrace. The alerts generated did not flow to the ITSM tool. With BMC Helix ITSM, the alerts flow and auto-route to respective technical support. If the alerts are resolved, the ticket will be automatically closed. So, the workload and automation are much better now. BMC Helix ITSM is a fast platform, so it is quite manageable. I would recommend BMC Helix ITSM to other users because it is a good solution. Overall, I rate the solution an eight out of ten.
Karim Yousef - PeerSpot reviewer
Efficiently track and document projects with seamless tool integration
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…
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Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
866,755 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
18%
Financial Services Firm
12%
Manufacturing Company
8%
Government
8%
Computer Software Company
17%
Financial Services Firm
9%
Manufacturing Company
9%
Government
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise14
Large Enterprise54
By reviewers
Company SizeCount
Small Business30
Midsize Enterprise23
Large Enterprise33
 

Questions from the Community

What do you like most about BMC Helix ITSM?
If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within depart...
What needs improvement with BMC Helix ITSM?
Currently, we are not utilizing the AI functionality in BMC Helix ITSM as we are still in the roadmap and development phase at this point in time. There isn't anything that I would suggest for impr...
What is your primary use case for BMC Helix ITSM?
We use BMC Helix ITSM for the complete end-to-end ITSM suite, mainly for ticketing and service management. BMC Helix ITSM supports our IT service management processes primarily for all incident, pr...
 

Also Known As

Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management
JIRA Service Desk
 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about BMC Helix ITSM vs. JIRA Service Management and other solutions. Updated: August 2025.
866,755 professionals have used our research since 2012.