BMC Remedyforce [EOL] vs JIRA Service Management comparison

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BMC and Atlassian are both solutions in the Help Desk Software category. Additionally, 88% of BMC users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

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Executive SummaryUpdated on Apr 5, 2026

JIRA Service Management and BMC Remedyforce [EOL] compete in the service management category. JIRA seems to have the upper hand, especially with its integration capabilities and workflow customization, while Remedyforce is robust in service management stability.

Features: JIRA Service Management is notable for its task and project management features, customizable workflows, and strong integration with other Jira products. Additionally, its automation features and various data representation views enhance productivity. BMC Remedyforce [EOL] is recognized for its stability, record linking, and comprehensive reporting capabilities, which contribute to effective service request and incident management.

Room for Improvement: JIRA Service Management could improve its integration options outside the Atlassian ecosystem, reduce plugin costs, and simplify its complex interface for smaller companies. BMC Remedyforce [EOL] faces challenges with its user interface, ease of customization, and integration breadth, alongside its complex licensing and technical support.

Ease of Deployment and Customer Service: JIRA Service Management offers deployment across public, private, and hybrid clouds, and while customer service feedback varies, community support bolsters its offerings. BMC Remedyforce [EOL] primarily supports on-premises deployment with cloud options and receives mixed reviews for its technical support, though most users find it satisfactory.

Pricing and ROI: JIRA Service Management is priced moderately with scalable licensing but requires consideration of plugin costs. It offers a good ROI through flexible subscriptions and efficient collaboration. BMC Remedyforce [EOL] has a complex pricing model yet provides strong ROI due to its service delivery strengths, although initial costs might be higher.

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October 2026

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Review summaries and opinions

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

Categories and Ranking

Automation Anywhere

Featured Reviews

Nadeem K.

Rpa Developer at a consultancy with 11-50 employees

Automation has freed teams from repetitive finance and supply tasks and supports global operations

In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.

Read full review

Syed Abu Owais Bin Nasar

Software Consultant at ibl-unisys

Good reporting and easy to use but needs to offer better integration capabilities

The product offers quite limited memory. That needs to be expanded. They need to make it possible to more easily customize the user interface. The product could offer better integration capabilities. Right now, we are trying to integrate some on-prem solutions to Remedyforce. We're having some problems doing that right now. Due to the fact that the solution must be accessed through the internet, if your internet is not good, you'll have trouble accessing the product. It would be ideal if there was an on-premises option. Technical support can only be reached via email. It would be nice if we could speak with them directly.

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Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

Read full review

Quotes from Members

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

Pros

"Using the Automation Anywhere University, you can go and train yourself to be an expert in the tool."

"The Excel operations are very good."

"If we count the integrations that we have done with Appian, which is where a lot of our savings is from, we are well over a million dollars in savings."

"It is easier to learn, implement, and get things done with Automation Anywhere compared to other tools on market right now."

"Automation Anywhere is quite easy to use for users who are not technical, especially business users."

"Automation Anywhere is a decent competitor and gives a better solution."

"Technical support for this solution is the quickest and the best."

"We are getting massive efficiencies across our back office, internally."

More Automation Anywhere pros

"An inexpensive solution that is easy to set up and use without much support."

"BMC Remedyforce is extremely reasonable when talking about licensing costs; for an entire IPCM system and Self Service ticketing system, you can't get much better."

"The stability is good. There are no bugs."

"The solution is very flexible and provided us the opportunity to extend into items that were not provided to begin with."

"The feature that we like best is the stability of the product."

"Remedyforce replaced all our legacy applications globally. This enabled us to move tickets and requests to other regions easily."

"The solution is stable."

"The solution is very good at integrating systems."

More BMC Remedyforce [EOL] pros

"Useful for tracking issues with development."

"The solution is scalable; we have currently deployed it to about 35 agents and it will be deployed to around 1200 customers, all of them dealing with creating and resolving tickets."

"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."

"The SLA, speed, the comments from the agents' side, and the dashboard for agents are the most valuable features."

"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."

"Reporting and easy export to Excel spreadsheets."

"Everything is good on the JIRA Service Management, in terms of what they have provided."

"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."

More JIRA Service Management pros

Cons

"Its licensing can become too expensive for a small startup company."

"The only thing I would advocate for is making Automation Anywhere's developer environment Mac-enabled because many of our graduate students are coming out of school with Macs. Everything else in the Automation Anywhere world is built for Windows."

"Currently, while working on the SAP part, I encounter some challenges, particularly not being able to extract the tree structure."

"A2019 should have more improvement for developers, as it was in v11.x."

"We have trouble with large volumes of data in Excel and are not getting good results."

"IQ Bot has been changed and enhanced for Automation Anywhere, but the accuracy is still not optimal."

"It may sound a little funny or weird, but one thing that we are thinking is we have to go to various websites and pick up relevant data from various websites using the bot. That is something we have seen that none of the bots have been able to really do it because the back-end of those websites do not allow bots to scrap through all these websites and get the relevant data in one place. We would like to see how the bot companies would crack this idea. But, that's why I said, this look weird because of the legal reasons why this cannot be done. This is something that I am looking forward to."

"IQ Bot is pretty good, but we can only run a maximum 150 documents."

More Automation Anywhere cons

"The ease of customization needs improvement."

"The look and feel is very dated."

"My team finds the search options and the user interface to be really cumbersome."

"Improve the out-of-the-box ITIL compliance, which would be great for new customers."

"It's not user-friendly. Everything is overly complicated. Even for the simplest of tasks, a user will waste time. It requires a lot of clicks and a lot of steps. Often we will have to do the same thing two or three times. It's really bad."

"The solution's business workforce should be much more capable of drag and drop functionality. The solution could be kind-of UI based rather than still being coding based. You still need an administrator profile, and you'll have to code things if you want to use the solution."

"It's hard to find information about the solution online. We'll sometimes use the internet to look for technical answers, and we won't be able to find it."

"Personally, I thought the setup was somewhat complex as it seemed there were three ways to do the same thing."

More BMC Remedyforce [EOL] cons

"The solution should be more formalized. It could be more user-friendly."

"You can use different plug-ins for JIRA Service Desk to add some functionality, but these plug-ins are very expensive."

"There should be better connections with access management. They should improve the connectivity."

"There is room for improvement in the user interface and the queues."

"It is difficult to navigate if you don't have any prior knowledge."

"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."

"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."

"The solution needs to be integrated better with Office X5."

More JIRA Service Management cons

Pricing and Cost Advice

"This is a comprehensive automation offering with a scalable architecture and flexible pricing models."

"It is reasonable and affordable. If you consider the tasks that we can get done using this, the pricing is reasonable and affordable."

"The Automation Anywhere license is affordable and not complex."

"The Community Edition is a good offering from the company."

"Time and monetary savings can range from 20 to 90 percent."

"Based on what I've heard, it's costly, but I don't know much about its pricing."

"The price is very reasonable."

"Automation Anywhere is expensive, making it more suitable for enterprise organizations."

More Automation Anywhere pricing and cost advice

"Licensing should be reviewed and understood before making the purchase."

"BMC Remedyforce is extremely reasonable when talking about licensing costs."

"The cost may be higher, but it is backed up by the great product and superb customer service."

"My current company has a deal. I think the subscription per year is 20K dollars. Per year for the client is really nothing compared to other products and solutions."

"JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten."

"The price of JIRA Service Management could be reduced."

"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."

"We need a license because we have a higher number than the free part."

"It costs around $150 to $200 per user."

"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."

"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."

"Licensing can become quite expensive."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Outsourcing Company

20%

Manufacturing Company

10%

Construction Company

Financial Services Firm

13%

Outsourcing Company

11%

Manufacturing Company

10%

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	163
Midsize Enterprise	86
Large Enterprise	566

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	5
Large Enterprise	6

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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Earn 20 points

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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What is your experience regarding pricing and costs for JIRA Service Management?

While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I als...

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What needs improvement with JIRA Service Management?

I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibi...

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Comparisons

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HyperScience vs Automation Anywhere

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Serviceaide ChangeGear vs BMC Remedyforce [EOL]

Compared 37% of the time

Clarity SM vs BMC Remedyforce [EOL]

Compared 27% of the time

ConnectWise PSA vs BMC Remedyforce [EOL]

Compared 18% of the time

Zendesk vs BMC Remedyforce [EOL]

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BMC Helix ITSM vs JIRA Service Management

Compared 5% of the time

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Freshdesk vs JIRA Service Management

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Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

BMC Remedyforce [EOL]

November 2026

Download BMC Remedyforce [EOL] product report

Buyer's Guide

JIRA Service Management

October 2026

Download JIRA Service Management product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Remedyforce

JIRA Service Desk, Atlassian Jira Service Management

Interactive Demo

Automation Anywhere

Demo not available

BMC

Demo not available

Atlassian

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

BMC Remedyforce, built on Salesforce App Cloud, enables you to deliver high-speed service management that empowers users and accelerates the business, with minimal capital investment.

Built with speed and flexibility in mind

Comprehensive functionality:Incident, problem, change, service level management, self-service, discovery and asset management
Social, mobile, modern access: With the Salesforce 1 platform, solve incidents, submit approvals, and crowdsource information via Chatter or chat
Intuitive dashboards and reporting: Resolve 90% of IT issues on the first call; show key business metrics in real time
Configuration not customization: Deploy new technologies and services without coding or scripting, using existing Salesforce staff
No software or hardware to install or manage: Seamless upgrades twice a year with simple, value-based pricing

BMC

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Design Within Reach, Dex Media, DHHS, News UK, Pervasive Software, Mitchell International, Sysmex Corporation, Ameritas, Lumen 21

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: October 2026.

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