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- BMC Helix ITSM
- Jira Service Management
- BMC Helix ITSM-vs-Jira Service Management
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
(796)4.2 out of 5
Market Segments
Mid-Market (40.6% of reviews)
Entry-Level Pricing
0/agent/month
Free Trial is available
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
694
Ease of Use
7.1
244
8.1
698
Ease of Setup
6.9
84
7.7
308
Ease of Admin
7.1
82
7.7
286
Quality of Support
7.5
210
8.3
584
Has the product been a good partner in doing business?
7.9
76
8.6
264
Product Direction (% positive)
6.1
240
8.4
668
Features by Category
Ticket and Case Management
Not enough data
9.0
33
Not enough data
9.2
31
Not enough data
8.7
33
Not enough data
8.9
31
Not enough data
8.6
30
Not enough data
8.6
32
Not enough data
9.1
32
Not enough data
8.2
30
Generative AI
Not enough data
7.9
13
Not enough data
8.1
13
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
8.6
34
Not enough data
8.7
34
Not enough data
8.1
27
Not enough data
8.0
25
Not enough data
7.8
24
Platform
Not enough data
7.7
31
Not enough data
8.2
34
Not enough data
8.4
33
Not enough data
9.0
31
Not enough data
8.5
32
Not enough data
8.4
30
Administration
8.8
15
|
Verified
9.0
84
|
Verified
8.8
16
|
Verified
8.5
78
|
Verified
9.4
15
|
Verified
8.9
89
|
Verified
Service Desk
9.2
18
|
Verified
9.0
96
|
Verified
9.3
18
|
Verified
9.0
95
|
Verified
9.1
16
|
Verified
8.9
95
|
Verified
Management
9.4
8
|
Verified
9.1
72
|
Verified
7.9
7
|
Verified
9.0
67
|
Verified
8.5
8
|
Verified
8.8
68
|
Verified
8.8
8
|
Verified
8.8
63
|
Verified
7.7
8
|
Verified
8.6
59
|
Verified
Functionality
9.8
8
|
Verified
9.1
76
|
Verified
8.5
8
|
Verified
9.0
68
9.2
8
|
Verified
8.7
73
|
Verified
9.2
8
|
Verified
8.9
72
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Monitoring
Not enough data
9.0
79
|
Verified
Not enough data
9.1
83
|
Verified
Not enough data
9.1
83
|
Verified
Not enough data
9.7
6
Management Tools
Not enough data
9.1
83
|
Verified
Not enough data
8.9
82
|
Verified
Not enough data
9.2
71
|
Verified
Generative AI
Not enough data
8.2
13
Not enough data
8.7
13
Agentic AI - Incident Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Agentic AI - IT Alerting
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
Feature Not Available
8.7
225
8.6
102
8.7
234
8.3
103
8.7
244
7.9
84
8.3
200
7.9
86
8.3
197
Reporting
7.9
89
8.4
230
7.9
86
8.4
224
Feature Not Available
7.9
155
Access & Usability
6.6
54
7.8
151
7.8
84
8.5
199
7.9
76
8.4
162
7.7
61
8.3
158
Agentic AI - Service Desk
Not enough data
Not enough data
Not enough data
8.0
5
Not enough data
8.0
5
Not enough data
8.3
5
Not enough data
7.7
5
Not enough data
8.3
5
Not enough data
8.7
5
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
30.4%
Computer Software
16.3%
Internet
5.4%
Financial Services
4.7%
Telecommunications
3.6%
Other
39.6%
Most Helpful Reviews
BMC Helix ITSM
Most Helpful Favorable Review
Lenny W.
Verified User in Education Management
The flexibility of the product. I have taught others, developed, administered and used the product for over 20 years. I have seen other products and still could not break away from BMC Remedy and what it has to offer. I love the product so much that I...
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
TINCY G.
Verified User in Information Technology and Services
The kind of view it offers, which is easily understandable and therefore resulting in faster issue resolution. The ease with which daily work can be logged and monitored. It also provides an option to track the issue which is indeed helpful as it helps me...
Most Helpful Critical Review
Yusuke S.
Verified User in Human Resources
It may take some time to get used to the tool and learn how to use its various features effectively.
Lenny W.
Verified User in Education Management
The flexibility of the product. I have taught others, developed, administered and used the product for over 20 years. I have seen other products and still could not break away from BMC Remedy and what it has to offer. I love the product so much that I...
TINCY G.
Verified User in Information Technology and Services
The kind of view it offers, which is easily understandable and therefore resulting in faster issue resolution. The ease with which daily work can be logged and monitored. It also provides an option to track the issue which is indeed helpful as it helps me...
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...
Yusuke S.
Verified User in Human Resources
It may take some time to get used to the tool and learn how to use its various features effectively.
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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