Compare BMC Helix ITSM and Jira Service Management 
At a Glance
Market Segments
Enterprise (75.4% of reviews)
Mid-Market (40.6% of reviews)
Entry-Level Pricing
No pricing available
0/agent/month
BMC Helix ITSM
Star Rating
(285)3.7 out of 5
Market Segments
Enterprise (75.4% of reviews)
Entry-Level Pricing
No pricing available
Learn more about BMC Helix ITSMJira Service Management
Star Rating
(780)4.2 out of 5
Market Segments
Mid-Market (40.6% of reviews)
Entry-Level Pricing
0/agent/month
Browse all 4 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that BMC Helix ITSM excels in ticketing system functionality, achieving a score of 9.8, while Jira Service Management follows with a solid 9.1. Reviewers mention that BMC's ticketing system is highly customizable, allowing for tailored workflows that fit specific organizational needs.
- Reviewers mention that Jira Service Management shines in ease of use, scoring 8.1 compared to BMC's 7.1. Users on G2 appreciate the intuitive interface of Jira, which simplifies the ticket creation and response processes, making it easier for teams to adopt.
- G2 users highlight BMC Helix ITSM's superior reporting capabilities, with a score of 9.4, particularly praising its Reports & Analytics feature. Users say that the detailed insights provided help in making informed decisions, whereas Jira's reporting, while good at 9.1, lacks some of the depth found in BMC's offerings.
- Users report that Jira Service Management offers better mobile support, scoring 7.8 compared to BMC's 6.6. Reviewers mention that the mobile app for Jira is more user-friendly, allowing for efficient ticket management on the go.
- Reviewers mention that BMC Helix ITSM provides robust automation features, scoring 9.2, which users say significantly reduces manual workload through effective ticket routing and prioritization. In contrast, Jira's automation features, while effective, score slightly lower at 8.9.
- Users on G2 highlight the strong customer support provided by Jira Service Management, with a quality of support score of 8.2, compared to BMC's 7.5. Reviewers mention that Jira's support team is responsive and helpful, which enhances the overall user experience.
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Pricing
Entry-Level Pricing
BMC Helix ITSM
No pricing availableJira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
Free Trial
BMC Helix ITSM
No trial information availableJira Service Management
Free Trial is available
Ratings
Meets Requirements
8.0
241
8.7
678
Ease of Use
7.1
244
8.1
682
Ease of Setup
6.9
84
7.6
293
Ease of Admin
7.1
82
7.7
282
Quality of Support
7.5
210
8.3
571
Has the product been a good partner in doing business?
7.9
76
8.5
260
Product Direction (% positive)
6.1
240
8.4
652
Features by Category
Ticket and Case Management
Not enough data
8.9
28
Not enough data
9.2
26
Not enough data
8.7
28
Not enough data
8.9
26
Not enough data
8.5
25
Not enough data
8.5
27
Not enough data
9.1
27
Not enough data
8.0
25
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Communication Channels
Not enough data
8.6
29
Not enough data
8.6
29
Not enough data
8.0
22
Not enough data
7.8
20
Not enough data
7.5
19
Platform
Not enough data
7.8
26
Not enough data
8.2
29
Not enough data
8.4
28
Not enough data
9.0
26
Not enough data
8.5
27
Not enough data
8.3
25
Administration
8.8
15
|
Verified
9.0
75
|
Verified
8.8
16
|
Verified
8.5
69
|
Verified
9.4
15
|
Verified
8.9
81
|
Verified
Service Desk
9.2
18
|
Verified
9.0
88
|
Verified
9.3
18
|
Verified
9.0
87
|
Verified
9.1
16
|
Verified
8.9
88
|
Verified
Management
9.4
8
|
Verified
9.1
64
|
Verified
7.9
7
|
Verified
9.0
59
|
Verified
8.5
8
|
Verified
8.8
60
|
Verified
8.8
8
|
Verified
8.8
56
|
Verified
7.7
8
|
Verified
8.6
52
|
Verified
Functionality
9.8
8
|
Verified
9.1
68
|
Verified
8.5
8
|
Verified
9.0
60
9.2
8
|
Verified
8.8
65
|
Verified
9.2
8
|
Verified
8.9
64
|
Verified
Monitoring
Not enough data
8.9
73
|
Verified
Not enough data
9.1
77
|
Verified
Not enough data
9.1
77
|
Verified
Management Tools
Not enough data
9.0
77
|
Verified
Not enough data
8.9
76
|
Verified
Not enough data
9.2
65
|
Verified
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Generative AI
Not enough data
Feature Not Available
Incident Management
Feature Not Available
8.7
220
8.6
102
8.7
227
8.3
103
8.7
237
7.9
84
8.3
193
7.9
86
8.3
190
Reporting
7.9
89
8.4
223
7.9
86
8.4
217
Feature Not Available
7.9
148
Access & Usability
6.6
54
7.8
144
7.8
84
8.5
192
7.9
76
8.4
155
7.7
61
8.3
151
Categories
Categories
Shared Categories
BMC Helix ITSM and Jira Service Management are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
BMC Helix ITSM has no unique categories
Reviews
Reviewers' Company Size
BMC Helix ITSM
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
33.8%
Telecommunications
8.9%
Hospital & Health Care
6.7%
Computer Software
6.3%
Higher Education
3.7%
Other
40.5%
Information Technology and Services
30.5%
Computer Software
16.2%
Internet
5.6%
Financial Services
4.5%
Telecommunications
3.7%
Other
39.6%
Most Helpful Reviews
BMC Helix ITSM
Most Helpful Favorable Review
Greg M.
Verified User in Information Technology and Services
It's a full-blown, enterprise-grade ITSM suite. For those who are looking to implement ITIL practices, Remedy will help you do so, with modules like asset and configuration management, incident and problem management, change management, and so forth. Done...
Most Helpful Critical Review
Verified User in Telecommunications
* Creating reports is very kludgy and not GUI. * To run a query you have to know old school query symbols like <, =, etc. * My company has done a lot of customizations to Remedy and we are currently running many versions of the software- so I feel like...
Jira Service Management
Most Helpful Favorable Review
Mhatet R.
Verified User in Financial Services
What I like best in JIRA is that I can create my own Dashboard. I can make my own filters. I can classified the Priority levels of the tickets I am handling.
Most Helpful Critical Review
Verified User in Higher Education
It takes a little bit of time to get use to the product at first sight.
Greg M.
Verified User in Information Technology and Services
It's a full-blown, enterprise-grade ITSM suite. For those who are looking to implement ITIL practices, Remedy will help you do so, with modules like asset and configuration management, incident and problem management, change management, and so forth. Done...
Mhatet R.
Verified User in Financial Services
What I like best in JIRA is that I can create my own Dashboard. I can make my own filters. I can classified the Priority levels of the tickets I am handling.
Verified User in Telecommunications
* Creating reports is very kludgy and not GUI. * To run a query you have to know old school query symbols like <, =, etc. * My company has done a lot of customizations to Remedy and we are currently running many versions of the software- so I feel like...
Verified User in Higher Education
It takes a little bit of time to get use to the product at first sight.
Alternatives
Discussions
BMC Helix ITSM has no discussions with answers
Is Jira a service management tool?
2 comments
MH
Jira is an extremely convenient platform, but not without flaws in my opinion. In any case, if you do not use extensions that improve your jira experience in...Read more
Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?
1 comment
SH
Under the new model released last year, you only need to purchase Agent licences. Agents are people that typically man the service desk and own the Service...Read more
How does the licensing system work?
1 comment
DW
Licenses are based on your agents or internal users. In the user admin area, you can change the designation in case a customer got marked as a user by...Read more
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