We performed a comparison between BMC Helix ITSM, JIRA Service Management, and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The product's initial setup phase was easy."
"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."
"It has the power to automatize several different tasks in the ITSM world."
"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."
"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."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"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."
"The platform is easy to use."
"The most valuable features are the management tools."
"It scales well."
"Developing processes is easy and user-friendly."
"The initial setup is pretty easy."
"The most valuable features of this solution are Incident and Request Management."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks."
"You can scale the solution."
"The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation."
"Good stable and scalable solution."
"It has more extensive features as compared to the other competitors."
"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."
"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."
"Support could be better."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"The search feature and the dashboard could both be improved."
"It takes a long-time to plan and deploy the on-premise solution."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"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 interface is somewhat dated as compared to technologies in use today."
"The performance in cloud service management could be improved."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
"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."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"I'd like to update the dashboard so that more features are available."
"The deployment can be a bit complex, especially for those who are not technical."
"Currently lacks an asset management module that can affect deployment."
"The interface can be a bit more intuitive."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"Making a mobile version would be helpful."
"I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly from ServiceNow, like an instant-messaging type of feature, that would be great."
"The pricing of the solution could be better. It's a bit high."
"The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."
"The biggest complaint I have is that the ServiceNow search engine is not very robust."
"It's a little expensive compared to other tools."
