BMC Helix ITSM vs. JitBit Help Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM
Score 7.3 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
JitBit Help Desk
Score 8.8 out of 10
Small Businesses (1-50 employees)
JitBit Help Desk from JitBit Software is a cloud-based or installed help desk solution with a ticketing system, knowledge base, and related features.N/A
Pricing
BMC Helix ITSMJitBit Help Desk
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
BMC Helix ITSMJitBit Help Desk
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
BMC Helix ITSMJitBit Help Desk
Top Pros
Top Cons
Features
BMC Helix ITSMJitBit Help Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix ITSM
9.1
49 Ratings
10% above category average
JitBit Help Desk
9.6
4 Ratings
20% above category average
Organize and prioritize service tickets10.048 Ratings10.03 Ratings
Expert directory8.535 Ratings00 Ratings
Service restoration8.043 Ratings00 Ratings
Self-service tools9.547 Ratings00 Ratings
Subscription-based notifications9.538 Ratings10.02 Ratings
ITSM collaboration and documentation9.047 Ratings10.01 Ratings
ITSM reports and dashboards9.547 Ratings00 Ratings
Ticket creation and submission00 Ratings9.04 Ratings
Ticket response00 Ratings9.04 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM
9.2
45 Ratings
11% above category average
JitBit Help Desk
-
Ratings
Configuration mangement9.542 Ratings00 Ratings
Asset management dashboard8.542 Ratings00 Ratings
Policy and contract enforcement9.534 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM
9.3
46 Ratings
10% above category average
JitBit Help Desk
-
Ratings
Change requests repository9.546 Ratings00 Ratings
Change calendar8.543 Ratings00 Ratings
Service-level management10.045 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
BMC Helix ITSM
-
Ratings
JitBit Help Desk
8.0
4 Ratings
5% above category average
External knowledge base00 Ratings8.02 Ratings
Internal knowledge base00 Ratings8.04 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
BMC Helix ITSM
-
Ratings
JitBit Help Desk
8.0
3 Ratings
6% above category average
Customer portal00 Ratings8.03 Ratings
Email support00 Ratings9.03 Ratings
Help Desk CRM integration00 Ratings7.02 Ratings
Best Alternatives
BMC Helix ITSMJitBit Help Desk
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.5 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix ITSMJitBit Help Desk
Likelihood to Recommend
8.0
(54 ratings)
8.0
(4 ratings)
Likelihood to Renew
9.0
(6 ratings)
-
(0 ratings)
Usability
8.5
(5 ratings)
-
(0 ratings)
Support Rating
8.1
(9 ratings)
-
(0 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 ITSMJitBit Help Desk
Likelihood to Recommend
BMC Software Inc.
BMC is the obvious choice for medium—to large companies. With all the functionality included, most of it will be used by more prominent companies. The cost vs. use makes sense for them. For smaller companies, the high cost of license implementation and running costs usually make BMC too expensive. Having a light version for them could increase BMC's market share.
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JitBit Software
If your budget is really tight, then JitBit is not for you. It's kind of pricey. That said, JitBit HelpDesk is very robust--we've never had one second of downtime in my two years of using it. It depends on what's important to you. If you need rock-solid Help Desk and stellar, trouble-free performance, then JitBit it. If not, there are alternatives that are much less expensive. The cloud version might be less expensive for companies that don't need an on-premise solution.
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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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JitBit Software
  • Fantastic ticketing system to keep track of old conversations from clients.
  • Fantastic analytics and metric tracking.
  • Fantastic for sharing relationships with a customer. Generally, this would be a salesperson sharing an onboarding with a support person, but I think you could get creative with it. JitBit is very flexible.
  • Super easy to learn and use. If you can use your email, you can use JitBit.
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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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JitBit Software
  • Reporting functionalities could be better
  • Improvements to user management
  • Expansion to AI functionalities
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Likelihood to Renew
BMC Software Inc.
It provides the tool we need and is able to be customised to meet new requirements. Cost to change in training and integrations would be considerable.
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JitBit Software
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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JitBit Software
No answers on this topic
Support Rating
BMC Software Inc.
Their tech support is top notch. They respond and get back to us, even on lower level incidents and issues, very quickly. It is rare that we deal with a support technician who does not know what they are doing.
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JitBit Software
No answers on this topic
Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
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JitBit Software
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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JitBit Software
JitBit just had the feature set at the cost point we were willing to spend. Nothing against the other products, but this one just fit our model better.
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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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JitBit Software
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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JitBit Software
  • JitBit has neither had a positive nor a negative effect on our ROI. The reason is that we had to have a Help Desk solution that is secure and well-supported.
  • JitBit does cost real money. The least expensive on-premise option is $1,699, which might have a negative impact on your budget, but I'd have to say that it's worth it--at least for us.
  • Trouble-free, practically maintenance-free, Help Desk software has a positive impact on our technician time spent on it.
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ScreenShots