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 been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"It has centralized all work orders and help desk ticket tracking."
"The solution can scale."
"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."
"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."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"Auditing team uses this solution to track audit findings and follow-up."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
"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 initial setup is easy and straightforward."
"The product is not lacking anything that a QA will want to use."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"Easy to use and user-friendly."
"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."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"The documentation could improve in BMC Helix ITSM."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
"Jira Service Management should be more user-friendly."
"There is no notification regarding language upgrades."
"I'd like to update the dashboard so that more features are available."
"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."
"The product could improve its asset management."
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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