The conflict in BMC Helix vs. Jira Service Management has gotten a lot of attention in the fast-paced world of IT Service Management (ITSM). These sophisticated tools provide a plethora of capabilities aimed at streamlining service desk operations and increasing overall efficiency.
In this blog post, we’ll go through a detailed comparison of BMC Helix vs. Jira Service Management. But that isn’t all. Every organization’s needs are different, and the two primary contenders may not fully line with your specific requirements. As a result, we’ll also introduce you to industry experts who can help in navigate these tools and train your teams to use them properly. So, you invest in the software that meets all your specific business needs.
Without further ado, let’s get into it!
BMC Helix – Brief Introduction
BMC Helix ITSM, a BMC Software Service Management platform, is intended to assist organizations in addressing the issues they have when managing their IT services. The platform includes numerous features and capabilities aimed at reducing IT processes and increasing user experiences.
BMC Software, located in Houston, Texas, is an American global IT firm that specializes in offering software solutions and services for IT operations management. IT Service Management, IT Asset Management, IT Operations Management (ITOM), and DevOps solutions are all part of their product offering. BMC aids organizations in automating processes, managing assets, and optimizing IT performance through these products.
Jira Service Management – Brief Introduction
Atlassian’s Jira Service Management is a well-known IT service management solution. Atlassian is a multinational technology business founded in 2002 in Sydney, Australia by Mike Cannon-Brookes and Scott Farquhar. The organization has grown significantly over the years and currently has offices in several countries, including the United States, the Netherlands, Japan, and the Philippines.
Atlassian focuses on products for software engineers and project managers, and their portfolio includes well-known applications such as Jira, Confluence, Bitbucket, and Trello. Project management, problem tracking, content sharing, code management, and team collaboration are all possible with these tools.
Jira, one of Atlassian’s prestigious products, stands up as an important ITSM solution. Jira Service Management is a comprehensive platform that helps organizations optimize their service desk operations, automate workflows, and facilitate effective Incident, Problem, and Change Management procedures.
Comparing BMC Helix vs. Jira Service Management
In this section, we have compiled the strengths of both platforms for a comprehensive comparison of Jira Service Management vs BMC Helix.
BMC Helix Strengths
Users have provided positive feedback on BMC Helix, as indicated by Gartner reviews. Let’s take a closer look at these benefits.
- Users like the platform’s constant evolution, which delivers new features and improved integration with third-party providers. This adaptability enables customization to fit specific business objectives, resulting in a clean and personalized user experience that properly corresponds with individual requirements.
- Customer-focused and user-friendly interface – The Helix Remedy Platform prioritizes customer happiness, offering users a seamless and user-friendly experience. The Digital Workplace portal, in particular, stands out for its modern and straightforward interface, which improves use and overall pleasure.
- BMC Helix guarantees a robust and reliable cloud hosting environment, providing users with constant performance and uptime. This dependability leads to a smooth and continuous workflow, increasing overall efficiency.
- Users have found the SAAS group to be quite attentive and helpful, offering prompt assistance when required. The proactive attitude of the customer success team enables successful tool adoption and usage, resulting in a more pleasant and fulfilling user experience.
BMC Helix Drawbacks
Despite its strengths, BMC Helix has received consumer criticism, according to credible sources such as Gartner. Let us now look at some of the issues that have been mentioned.
- Inconsistent experience and poor cross-platform integration – Users have noticed inconsistency and a lack of smooth integration across the platform’s many modules. When working across different portions of the platform, this fragmentation of the user experience can hinder productivity and create issues.
- Complicated report and dashboard construction – The platform’s report and dashboard creation are seen as complicated, which can impede users’ effective data analysis and reporting.
- Customers have highlighted limits and missing functionalities, particularly with regard to customization in SmartIT and some capabilities in recent versions of BMC Helix. These flaws may prevent users from fully utilizing the platform’s capabilities.
- While customization is valued, some customers believe BMC Helix to be complicated and require substantial training. This intricacy may impede adoption and efficiency for some users who find it difficult to utilize the site properly.
- Outdated user interface and mediocre user experience – The user interface is deemed outdated and unfriendly. Users have also voiced displeasure with the mid-tier user experience, which has a detrimental influence on usability and overall efficiency.
- Users have expressed concerns about integration and cross-platform capability, emphasizing the need for improvements in this area.
- Users have reported that licensing prices can be unpredictable and rigid, making it difficult to budget and allocate resources properly.
- Support problems and a lack of SLAs – It can take time to resolve difficulties, and consumers have voiced displeasure when interacting with back-end employees. Concerns have also been made concerning the SAAS environment’s support practices and Service Level Agreements (SLAs).
Jira Service Management Strengths
Customers have praised Jira Service Management for its several good features, which have been validated by respectable authorities such as Gartner and G2. Here are some of the advantages that have been mentioned.
- Users appreciate the platform’s capacity to deliver precise task information and filtering features, which provide a thorough understanding of each task. Furthermore, the platform has powerful filtering tools, allowing users to easily search and organize tasks based on certain criteria.
- Ticketing system and configurable workflows – The ticketing system and customized workflows make task management easier.
- Improved self-service portal – The platform includes an updated user portal that improves the self-service experience for users by allowing them to assess incidents independently. When an issue is handled, users can score the overall process, providing vital feedback for continued improvement and customer satisfaction.
- Users appreciate Jira Service Management’s intuitive interface, which improves Incident and Request Management operations.
- Jira Service Management has a range of price choices, including a free plan for up to three users with 2 GB storage. The cloud-hosted version also has a modest basic pricing, making it accessible to businesses of all sizes.
Jira Service Management Drawbacks
While Jira Service Management has many strengths and benefits, it also has some client worries and dislikes about some components of the platform. Here are some of the dislikes that have been recognized by reliable sources like Gartner and G2.
- A high learning curve – Due to the platform’s complexity, users may require assistance to become proficient in utilizing it and its capabilities, forcing them to learn and adapt to its functionalities.
- Users have reported the necessity for additional plugins to access basic functionality, and GDPR (General Data Protection Regulation) compliance can be difficult to acquire.
- Integration scarcity and complexity – Users perceived a scarcity of available integrations, necessitating the development of new integrations. Furthermore, they have found difficulties in integrating Jira Service Management with certain products.
- Transitioning to Jira Projects can be a difficult process that may necessitate a different user subscription.
- Task tracking and reporting are difficult – Users have reported difficulties tracking multiple tasks, generating reports, and constructing dashboards.
- Non-user-friendly interface – Some users find the platform less user-friendly than competitors, particularly when interacting with external clients.
- Difficulties interacting with Atlassian support – Users have reported difficulties interacting with Atlassian support.
How Can Consultants Help?
Trusted seasoned professionals can help you figure out which software is more suited to your business needs. Our industry experts have been doing this for a long time and these partners at Techloyce can help you navigate these software tools so you can get the best profit out of the deal.
Training your employees to use these tools is also crucial for the efficiency and productivity of your workflows. So, to fully realize the benefits of these ITSM platforms, you need to onboard your employees and partners can help you do this better.
Final Word
The choice between BMC Helix vs. Jira Service Management ultimately depends on your specific business needs as they are both strong and robust ITSM platforms with varied features and functionality.
To help decide which software is worth investing in for your business, you can count on seasoned professionals from Techloyce. They will also train your teams to navigate these newly configured systems to your daily operations so you can derive maximum benefit from your new investment.
