BMC Helix ITSM (Remedy) vs. Jira Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM (Remedy)
Score 7.2 out of 10
N/A
BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations.N/A
Jira Service Management
Score 8.2 out of 10
N/A
Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of-the-box for service request, incident, problem and change management. Jira Service Management integrates seamlessly with Jira Software so that IT and development teams can work better together. Users…
$0
per month
Pricing
BMC Helix ITSM (Remedy)Jira Service Management
Editions & Modules
No answers on this topic
Free
$0
per month
Standard
$20
per agent/per month
Premium
$40
per agent/per month
Enterprise
Contact sales team
Offerings
Pricing Offerings
BMC Helix ITSM (Remedy)Jira Service Management
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
BMC Helix ITSM (Remedy)Jira Service Management
Considered Both Products
BMC Helix ITSM (Remedy)
Chose BMC Helix ITSM (Remedy)
I find JIRA smarter and easier to configure but sometimes can get difficult to use for analytics and also requires a lot of smart configuration and knowledge of tweaks!
Chose BMC Helix ITSM (Remedy)
Although Spiceworks appeared to be easier to set up and use, we felt that BMC Remedy was more robust. We noticed that the user base for BMC Remedy was huge. Although this should never be the single deciding factor, it was definitely a big plus. The ability to have cloud-based …
Chose BMC Helix ITSM (Remedy)
BMC Remedy is better than JIRA in IM management and second level support, and also has better reporting capabilities if you don't want to buy additional components such as EazyBI.

Sap Solution Manager is very expensive and focused on SAP developers, I don't think it's a good …
Chose BMC Helix ITSM (Remedy)
This is a basic but very functional system. I think the bigger companies need something like Remedy to manage all functionality and wider processes.
Jira Service Management
Chose Jira Service Management
Jira is easier to set up and gets going faster. It is easier to customize to fit your needs and the Dashboard feature and added widgets really help you get the views you want to see. Other products are harder to set up, don't get going as quickly, and lack the dashboard …
Chose Jira Service Management
We did select Jira initially because of its simplicity and ease of setup but it turned out to be a lot more complex to get up and running!

We had a large KEBD, and we wanted to take its advantage to the fullest, so we went ahead and had this setup, but later replaced it with …
Chose Jira Service Management
Very cost effective and you receive full service help desk software system and network monitor all-inclusive. It is capable of productivity and easy to maintain. It is a easy to use help desk solution that includes a ticketing system, inventory system and a network monitor. …
Top Pros
Top Cons
Features
BMC Helix ITSM (Remedy)Jira Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix ITSM (Remedy)
7.5
45 Ratings
9% below category average
Jira Service Management
8.8
76 Ratings
7% above category average
Organize and prioritize service tickets7.544 Ratings8.975 Ratings
Expert directory7.931 Ratings9.02 Ratings
Service restoration7.039 Ratings9.52 Ratings
Self-service tools8.943 Ratings8.269 Ratings
Subscription-based notifications7.034 Ratings10.01 Ratings
ITSM collaboration and documentation8.143 Ratings8.662 Ratings
ITSM reports and dashboards6.343 Ratings7.463 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM (Remedy)
8.6
41 Ratings
5% above category average
Jira Service Management
10.0
1 Ratings
20% above category average
Configuration mangement9.138 Ratings10.01 Ratings
Asset management dashboard8.938 Ratings10.01 Ratings
Policy and contract enforcement7.731 Ratings10.01 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM (Remedy)
7.7
42 Ratings
9% below category average
Jira Service Management
7.9
70 Ratings
6% below category average
Change requests repository7.942 Ratings8.464 Ratings
Change calendar8.139 Ratings6.52 Ratings
Service-level management7.241 Ratings8.968 Ratings
Best Alternatives
BMC Helix ITSM (Remedy)Jira Service Management
Small Businesses
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Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
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Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
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Score 9.1 out of 10
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User Ratings
BMC Helix ITSM (Remedy)Jira Service Management
Likelihood to Recommend
7.3
(50 ratings)
8.8
(76 ratings)
Likelihood to Renew
9.0
(6 ratings)
10.0
(1 ratings)
Usability
6.5
(3 ratings)
9.6
(2 ratings)
Support Rating
8.1
(9 ratings)
9.1
(25 ratings)
Implementation Rating
6.6
(2 ratings)
-
(0 ratings)
Configurability
5.0
(1 ratings)
-
(0 ratings)
Product Scalability
8.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
7.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
BMC Helix ITSM (Remedy)Jira Service Management
Likelihood to Recommend
BMC Software Inc.
Large complex organisation, with complex technology that needs to manage Technology Services. It is very flexible and able to manage a large complex environment but the knowledge required to set this up correctly (foundation data and configuration) is the key factor for success. It can integrate with many other systems and tools and integrate data from many sources - whether that be AWS cloud, or an on premises bespoke system. I would not recommend for a Small Organisation without the resources to set up and maintain the underlying foundation data and configuration.
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Atlassian
Great to manage your issues in a clear and centralised way. If your development teams work with Jira, it will all naturally come together. Great way to manage the issues from end to end. - Very flexible if you have people who understands the set up and is able to configure it for your needs - Maybe not the best if you want something with very easy set up
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Pros
BMC Software Inc.
  • Integration with monitoring software like SolarWinds. where Remedy can transform notifications to work orders and assign to respective teams.
  • Detailed Customization capability to fit the exact needs of the organization.
  • Change management calendar, which integrates change orders from all organization departments and facilitates the scheduling process of project managers.
  • It can be offered as a cloud-based service, where you don't need to worry about server maintenance or database backup.
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Atlassian
  • Manageable workflow to ensure all users follow the same process.
  • Can ban boards for easy visual of ticket status.
  • Very flexible tool that can adapt to lots of different uses outside of the traditional service desk model.
  • Added communication tools help you get out of e-mail jail.
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Cons
BMC Software Inc.
  • The interface (ironically). My company has made an attempt to replace the "classic" Remedy interface with some more functional, modern, but Remedy set to a particular look and feel (and consequently, functionality)
  • The API is hidden from the user: There exists an API for Remedy, that would make my job TONS easier, as I like to perform actions on Remedy in bulk (and therefore - programmatically). Exposing a user API is very much mainstream these days, so Remedy relying on its interface to perform ITIL is very limiting
  • By extension- the result of Remedy's interface is that it becomes very "click-happy": little buttons, and links stuffed into every corner of the screen, with options API logically together. API is old, but it still feels very rushed.
  • The primary tool for most of my ITIL operations is: searching. API of searching goes into finding assets, checking in equipment, finding users, tickets, etc. What Remedy could very much benefit from a "Google" -like interface
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Atlassian
  • Ability to control the number of email notifications received (Note: this is a new feature in the Latest release but I personally haven not extensively looked at it and how well it solves the existing problem).
  • No way to reply to multiple tickets at once, say you got 4 tickets in for the same issue, there is no way you can reply to them in one stroke. Other Ticketing systems do have this ability.
  • Using a large number of add-ons to customize and add additional features adds up quickly and can become rather expensive.
  • Request forms are very basic and there is no native dynamic field ability available.
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Likelihood to Renew
BMC Software Inc.
We have been customers of BMC for well over 7 years now and our corporation is tightly integrated with BMC and multiple solutions they offer us.
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Atlassian
No answers on this topic
Usability
BMC Software Inc.
At least Remedy is all contained in a single platform, so the interface is consistent. Also, the most heavily performed functions are generally usable. However, to use some of the more advanced modules can be a bit more cumbersome (such as Change Management and CMDB (Not Including ADDM)). So, overall BMC Remedy ITSM is better than some applications like CA SDM or HP SM, but not quite on par with ServiceNow.
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Atlassian
I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.
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Support Rating
BMC Software Inc.
The support is good in overall resolving the issues and even in the deployment phase. We are able to use it in production without any trained in-house engineer as the support team gets the job done. We can say that experts completed the deployment for us, and now it is functional.
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Atlassian
I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.
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Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
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Atlassian
No answers on this topic
Alternatives Considered
BMC Software Inc.
The decision to select BMC Remedy was made prior to my employment. We did conduct an RFC process for a new ITSM platform and BMC was considered but not selected. We looked at several platforms and ended up choosing Ivanti Service Desk (previously LANDESK) due to the features, ease of customization and price.
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Atlassian
When I evaluated Spiceworks, it was not going to be replacing any ticketing systems. However, I did evaluate it and was not extremely impressed by the short demo I did. JIRA was selected because a branch of our company was already using it, so it made sense to consolidate into one service desk solution, and JIRA was the better option since it was less expensive and geared towards being a ticketing system.
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Scalability
BMC Software Inc.
Again, always room for improvement, but a very stable product none-the-less.
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Atlassian
No answers on this topic
Return on Investment
BMC Software Inc.
  • When I was in Management discussion calls, and all the team is happy while using BMC Remedy so I don't find any specific negative impact on our organization.
  • I really enjoy Smart IT as the tool of choice for our incident management team.
  • Visibility of tickets is key. All support staff users can see tickets in consoles they have access to.
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Atlassian
  • JIRA has been incredibly useful. Our work is more organized and easier to view by the team members as well as upper-level people.
  • Our work is correctly assigned and when there are issues, they can be immediately addressed within the tool.
  • Users can attach screenshots or files of issues that help clarify the ticket. Developers can attach relevant data as well.
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ScreenShots

Jira Service Management Screenshots

Screenshot of Drive IT best practices with ITIL-ready templates. Get everything your IT teams need out of the box for service request, incident, problem, and change management.Screenshot of Get an ITIL certified service desk. Everything your IT teams need out-of-the-box for service request, incident, problem, and change management. Jira Service Desk is PinkVERIFY™ certified.Screenshot of Deliver a better service experience. Customers or employees can submit requests with an easy-to-use help center and add Confluence to Jira Service Desk to get an integrated knowledge base. Machine learning intelligently recommends the right service and learns from every interaction, so answers are easy to find.Screenshot of Stay in the loop with developers. y linking Jira Service Desk with Jira Software, IT and developer teams can collaborate on one platform to fix incidents faster and push changes with confidence.Screenshot of Deliver on SLA's. Nail your Service Level Agreements, every time. Your agents get a simple queue so they get the important things done first. Configure and get going in minutes.Screenshot of Automate those repetitive tasks. Is your team stuck in gear with repetitive tasks or missing priority requests? Setup automations so your agents can focus on solving the important stuff and help lighten the workload.