We performed a comparison between BMC Helix ITSM, JIRA Service Management, and OpenText Service Manager based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"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."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"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."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"The initial setup is easy and straightforward."
"It's easy to set up the solution."
"We get software developed faster."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"Service Manager's best features are flexibility and customizability."
"It's pretty well-structured in modules."
"We can have all our requests and incidents registered in one system."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"It's easy to scale."
"The initial setup is easy."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"It has created more layers of bureaucracy."
"They should add some of the bolt-ons into the initial setup, such as chat."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"Encountered issues with scalability and stability."
"In the next release, I would like to see AI used for classification or categorization."
"I would also love to see consistency across all consoles."
"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"Generally requires the purchase of additional plugins."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"There should be better connections with access management. They should improve the connectivity."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"It is difficult to navigate if you don't have any prior knowledge."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"I don't see anything lacking."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"The interface could be better."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"The product's technical support services need improvement."
"Customization can be difficult at times because scripting is often required."
