We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"It has the power to automatize several different tasks in the ITSM world."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"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."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"The most valuable features are the management tools."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"The simplicity is good for our clients. The price is good."
"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."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"Easily integrates with other tools."
"Some parts of the solutions are using the old interface."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"In the next release, I would like to see AI used for classification or categorization."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"They should add some of the bolt-ons into the initial setup, such as chat."
"Log in process is unnecessarily complicated."
"It needs to be more comfortable for the end-user."
"The reports need improvement, it is not a good functioning tool."
"The solution needs to be integrated better with Office X5."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"The initial setup is very complex."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"They need to work on the speed of Jira."
"Integration could be improved."
"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."
"BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."
"If you are looking for some kind of professional services form the OEM then you would have to purchase that."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
"It is too expensive for a small business."
"The pricing is very competitive and I think that it is okay."
"I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."
"We need a license because we have a higher number than the free part."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."
"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."
"The pricing is free for us because we are an associate partner for the product."
Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident, problem, change, and configuration management.
BMC Helix ITSM is ranked 3rd in Help Desk Software with 12 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 16 reviews. BMC Helix ITSM is rated 7.6, while JIRA Service Management is rated 8.0. The top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". 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, IBM Maximo, SCSM and Cherwell Service Management, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Zendesk Guide, PagerDuty and IBM Maximo. See our BMC Helix ITSM vs. JIRA Service Management report.
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