We performed a comparison between BMC Helix ITSM and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"It's one of the top solutions on the market for ITSM capabilities."
"I like the single sign-on and that administrators can customize."
"Helix is stable."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The initial setup is easy and straightforward."
"The initial setup is pretty easy."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"I think one of the most valuable things is that it's all integrated."
"The most valuable features are the management tools."
"The most valuable feature of this solution is that it is user-friendly."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"The documentation could improve in BMC Helix ITSM."
"It needs to be more comfortable for the end-user."
"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."
"The user experience could be better."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"Adding additional fields does not work very well."
"BMC Helix ITSM should improve its price."
"I think the performance can be better."
"In-built chat is missing in JIRA Service Management."
"Integration could be improved."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"I would like to see improvement in the ability to filter completed tasks."
"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews. BMC Helix ITSM is rated 8.0, while JIRA Service Management is rated 8.2. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". BMC Helix ITSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, IBM Maximo and Ivanti Neurons for ITSM, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, PagerDuty Operations Cloud and Zendesk. See our BMC Helix ITSM vs. JIRA Service Management report.
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