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 has centralized all work orders and help desk ticket tracking."
"I like the single sign-on and that administrators can customize."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"With service requests, we have been able to give visibility to the business users."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"It has the power to automatize several different tasks in the ITSM world."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"It's one of the top solutions on the market for ITSM capabilities."
"Developing processes is easy and user-friendly."
"Useful for tracking issues with development."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"The customer portal allows users to register tickets themselves."
"This is the most complete and versatile enterprise task management product and issue tracker."
"We get software developed faster."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"I think one of the most valuable things is that it's all integrated."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"I would also love to see consistency across all consoles."
"Adding additional fields does not work very well."
"Support could be better."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"The deployment can be a bit complex, especially for those who are not technical."
"There should be better connections with access management. They should improve the connectivity."
"There is room for improvement in support."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"The interface could always be updated and improved."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
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 Zendesk, 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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