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."The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"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."
"Helix is stable."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"Our Change Management and Incident Management processes have been greatly improved."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"It's a very integrated solution."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"Easy to use and user-friendly."
"The platform is easy to use."
"Easily integrates with other tools."
"This is a flexible tool for logging and tracking issues efficiently."
"The visibility features are great."
"Useful for tracking issues with development."
"JSM's best feature is the integration with other Jira products."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"BMC Helix ITSM should have an easy-to-use user interface."
"Support could be more skilled. We are wasting too much of our time debugging."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"The reports need improvement, it is not a good functioning tool."
"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 interface is somewhat dated as compared to technologies in use today."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"The performance in cloud service management could be improved."
"It is difficult to navigate if you don't have any prior knowledge."
"Generally requires the purchase of additional plugins."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"They need to work on the speed of Jira."
"JSM's ability to handle large volumes of emails isn't great."
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.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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