We performed a comparison between BMC Remedyforce [EOL] and JIRA Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The reporting is very good and you can do incident matching."
"The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips."
"ITIL best practices and smart practices are efficient in calculating the performance of services provided."
"Offers good reporting capabilities. Getting the right information is the key to understanding and improvements."
"The record linking shows us all of the changes that were implemented during that release, what clients were affected, related incidents and problem records, and important documentation that occurred along the way."
"Remedyforce has greatly improved our company's ability to accurately track and create new records."
"Our staff is able to quickly jump into Remedyforce and understand the tool with minimal training."
"The solution is very flexible."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"A good organizational tool."
"JSM's best feature is the integration with other Jira products."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"Its integration is most valuable. It is pretty open for integration."
"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."
"They need to make it possible to more easily customize the user interface."
"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."
"The solution's technical support is in need of a lot of improvement."
"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."
"The setup was somewhat complex as it seemed there were three ways to do the same thing."
"The ease of customization needs improvement."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"SaaS version for large organizations (more than 2000 users) is not available."
"The interface could always be updated and 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."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"The performance in cloud service management could be improved."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
Earn 20 points
BMC Remedyforce [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 15 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. BMC Remedyforce [EOL] is rated 7.8, while JIRA Service Management is rated 8.2. The top reviewer of BMC Remedyforce [EOL] writes "A solid, reasonably-priced service management solution for small to mid-sized businesses". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". BMC Remedyforce [EOL] is most compared with , whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud.
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