# BMC Helix ITSM vs Jira Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Jira Service Management excels in user satisfaction, boasting a significantly higher overall rating compared to BMC Helix ITSM. Users appreciate its **intuitive ticket management** and **workflow automation** , which streamline IT service operations effectively.
- **Users say** that BMC Helix ITSM offers strong **automation capabilities** and a centralized platform for managing IT service processes. Recent feedback highlights its **bulk upload feature** , which simplifies onboarding for various user profiles, reducing manual work.
- **Reviewers mention** that Jira Service Management's integration with the Atlassian ecosystem enhances its functionality, making it a preferred choice for teams looking for **customizable service desks** and seamless collaboration across tools.
- **According to verified reviews** , BMC Helix ITSM is praised for its **strong reporting and analytics** capabilities, with users noting that it provides good visibility into incident and change requests, which can improve overall efficiency.
- **G2 reviewers highlight** that while BMC Helix ITSM is favored by enterprise users, it sometimes struggles with configuration challenges, making it less adaptable for teams with specific workflow needs compared to Jira Service Management.
- **Users report** that Jira Service Management's real-time tracking features enhance visibility and transparency, allowing teams to easily monitor project status and ownership, which is a significant advantage for those managing complex projects.



| | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Star Rating** | 3.7 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 294 | 988 | 
| **Largest Market Segment** | Enterprise (74.9% of reviews) | Mid-Market (42.9% of reviews) | 
| **Entry Level Price** | No pricing available | 0/agent/month   | 

---
## Top Pros & Cons

### BMC Helix ITSM

Pros:
- Ease of Use (5 reviews)
- Ticket Management (4 reviews)

Cons:
- Bugs (1 reviews)
- Complexity (1 reviews)

### Jira Service Management

Pros:
- Ease of Use (46 reviews)
- Integrations (32 reviews)

Cons:
- Learning Curve (33 reviews)
- Complexity (28 reviews)

---
## Ratings Comparison
| Rating | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.0 (247 reviews) | 8.8 (875 reviews) | 
  | **Ease of Use** | 7.1 (250 reviews) | 8.3 (882 reviews) | 
  | **Ease of Setup** | 7.0 (90 reviews) | 8.0 (488 reviews) | 
  | **Ease of Admin** | 7.2 (83 reviews) | 8.0 (367 reviews) | 
  | **Quality of Support** | 7.5 (216 reviews) | 8.4 (758 reviews) | 
  | **Has the product been a good partner in doing business?** | 7.9 (77 reviews) | 8.7 (344 reviews) | 
  | **Product Direction (% positive)** | 6.1 (246 reviews) | 8.7 (840 reviews) | 

---
## Pricing

### BMC Helix ITSM

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Jira Service Management

#### Entry-Level Pricing

Plan: Free

Price: 0 /agent/month  

Description: For small teams starting with a service desk. Up to 3 agents for free. 


[Browse all 4 editions](https://www.g2.com/products/jira-service-management/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **BMC Helix ITSM** | N/A | N/A |
| **Jira Service Management** | 8.6/10 | 107 |

#### Ticket and Case Management

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 9.0 (86 reviews) | 
| **Ticket response user experience** | Not enough data | 9.1 (81 reviews) | 
| **Workflow** | Not enough data | 8.9 (87 reviews) | 
| **Response Automation** | Not enough data | 8.9 (81 reviews) | 
| **SLA Management** | Not enough data | 8.8 (85 reviews) | 
| **Attachments/Screencasts** | Not enough data | 8.8 (84 reviews) | 
| **Ticket Collaboration** | Not enough data | 9.2 (81 reviews) | 
| **Customer and Contacts Database** | Not enough data | 8.5 (78 reviews) | 

#### Generative AI

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.0 (55 reviews) | 
| **AI Text Summarization** | Not enough data | 7.9 (54 reviews) | 

#### Agentic AI - Help Desk

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (41 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.5 (40 reviews) | 
| **Proactive Assistance** | Not enough data | 8.3 (40 reviews) | 

#### Communication Channels

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.9 (81 reviews) | 
| **Email to Case** | Not enough data | 8.9 (80 reviews) | 
| **Chat/Live Support** | Not enough data | 8.3 (75 reviews) | 
| **Social Integration** | Not enough data | 8.1 (71 reviews) | 
| **Voice** | Not enough data | 7.9 (68 reviews) | 

#### Platform

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Mobile User Support** | Not enough data | 8.1 (85 reviews) | 
| **Customization ** | Not enough data | 8.4 (87 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.9 (92 reviews) | 
| **Integration** | Not enough data | 8.8 (87 reviews) | 
| **Reporting** | Not enough data | 8.7 (86 reviews) | 
| **Dashboards** | Not enough data | 8.6 (84 reviews) | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **BMC Helix ITSM** | 8.8/10 | 30 |
| **Jira Service Management** | 8.7/10 | 206 |

#### Administration

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Change Management** | 8.8 (17 reviews) ✓ Verified | 8.9 (166 reviews) ✓ Verified | 
| **Asset Management** | 8.7 (18 reviews) ✓ Verified | 8.5 (161 reviews) ✓ Verified | 
| **Reports & Analytics** | 9.3 (16 reviews) ✓ Verified | 8.9 (173 reviews) ✓ Verified | 

#### Service Desk

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Help Desk** | 9.1 (22 reviews) ✓ Verified | 8.9 (178 reviews) ✓ Verified | 
| **Incident Reports** | 9.2 (20 reviews) ✓ Verified | 8.8 (178 reviews) ✓ Verified | 
| **Process Workflow** | 9.0 (17 reviews) ✓ Verified | 8.8 (181 reviews) ✓ Verified | 

#### Management

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Reporting** | 9.5 (10 reviews) ✓ Verified | 9.0 (155 reviews) ✓ Verified | 
| **Administration Console** | 7.6 (9 reviews) ✓ Verified | 8.9 (147 reviews) ✓ Verified | 
| **Access Management** | 8.5 (10 reviews) ✓ Verified | 8.7 (149 reviews) ✓ Verified | 
| **Asset Management** | 8.7 (9 reviews) ✓ Verified | 8.6 (145 reviews) ✓ Verified | 
| **Policy Dictation** | 7.6 (11 reviews) ✓ Verified | 8.6 (139 reviews) ✓ Verified | 

#### Functionality

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Ticketing System** | 9.6 (12 reviews) ✓ Verified | 9.2 (162 reviews) ✓ Verified | 
| **Performance Logging** | 8.3 (9 reviews) ✓ Verified | 8.8 (151 reviews) | 
| **Alerting** | 9.1 (11 reviews) ✓ Verified | 8.7 (154 reviews) ✓ Verified | 
| **Automation** | 8.8 (12 reviews) ✓ Verified | 8.9 (155 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (80 reviews) | 
| **Multi-step Planning** | Not enough data | 8.5 (79 reviews) | 
| **Cross-system Integration** | Not enough data | 8.4 (82 reviews) | 
| **Adaptive Learning** | Not enough data | 8.3 (79 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.3 (80 reviews) | 
| **Proactive Assistance** | Not enough data | 8.1 (80 reviews) | 
| **Decision Making** | Not enough data | 8.3 (81 reviews) | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **BMC Helix ITSM** | N/A | N/A |
| **Jira Service Management** | 8.7/10 | 166 |

#### Monitoring

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Constant Monitoring** | Not enough data | 8.9 (145 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 9.0 (149 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 9.1 (147 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 8.5 (70 reviews) | 

#### Management Tools

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 9.1 (150 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 9.0 (148 reviews) ✓ Verified | 
| **Lifecycle Visualization** | Not enough data | 9.0 (136 reviews) ✓ Verified | 

#### Generative AI

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.0 (76 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (74 reviews) | 

#### Agentic AI - Incident Management

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (60 reviews) | 
| **Multi-step Planning** | Not enough data | 8.4 (60 reviews) | 
| **Cross-system Integration** | Not enough data | 8.5 (59 reviews) | 
| **Adaptive Learning** | Not enough data | 8.6 (60 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.6 (60 reviews) | 
| **Proactive Assistance** | Not enough data | 8.6 (60 reviews) | 
| **Decision Making** | Not enough data | 8.5 (60 reviews) | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **BMC Helix ITSM** | N/A | N/A |
| **Jira Service Management** | 8.6/10 | 25 |

#### Generative AI

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (25 reviews) | 

#### Agentic AI - IT Alerting

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.4 (24 reviews) | 
| **Multi-step Planning** | Not enough data | 8.7 (24 reviews) | 
| **Cross-system Integration** | Not enough data | 9.0 (24 reviews) | 
| **Adaptive Learning** | Not enough data | 8.5 (24 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.5 (24 reviews) | 
| **Proactive Assistance** | Not enough data | 8.7 (24 reviews) | 
| **Decision Making** | Not enough data | 8.7 (24 reviews) | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **BMC Helix ITSM** | 7.8/10 | 115 |
| **Jira Service Management** | 8.5/10 | 370 |

#### Incident Management

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Automate Ticket Routing** | Feature Not Available | 8.7 (314 reviews) | 
| **Ticket Prioritization** | 8.6 (104 reviews) | 8.8 (316 reviews) | 
| **Ticket Notifications** | 8.4 (105 reviews) | 8.8 (329 reviews) | 
| **Knowledge Base** | 7.8 (85 reviews) | 8.5 (282 reviews) | 
| **Knowledge Base/Ticket Integration** | 7.8 (87 reviews) | 8.5 (276 reviews) | 

#### Reporting

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Dashboards** | 7.8 (93 reviews) | 8.5 (318 reviews) | 
| **Time Tracking** | 7.9 (89 reviews) | 8.4 (302 reviews) | 
| **Surveys** | Feature Not Available | 8.2 (231 reviews) | 

#### Access & Usability

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Mobile** | 6.6 (55 reviews) | 8.1 (226 reviews) | 
| **Self Service** | 7.7 (84 reviews) | 8.6 (284 reviews) | 
| **Active Directory** | 7.9 (77 reviews) | 8.5 (236 reviews) | 
| **Multi-Channel Access** | 7.7 (62 reviews) | 8.4 (232 reviews) | 

#### Agentic AI - Service Desk

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.2 (74 reviews) | 
| **Multi-step Planning** | Not enough data | 8.2 (73 reviews) | 
| **Cross-system Integration** | Not enough data | 8.4 (78 reviews) | 
| **Adaptive Learning** | Not enough data | 8.5 (73 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.3 (72 reviews) | 
| **Proactive Assistance** | Not enough data | 8.5 (74 reviews) | 
| **Decision Making** | Not enough data | 8.6 (73 reviews) | 

---
## Categories
**Shared Categories (2):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk)


**Unique to Jira Service Management (3):** [Incident Management Software](https://www.g2.com/categories/incident-management), [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Help Desk Software](https://www.g2.com/categories/help-desk)


---
## Reviewer Demographics

### By Company Size

| Segment | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Small-Business** | 4.4% | 19.0% | 
| **Mid-Market** | 20.7% | 42.9% | 
| **Enterprise** | 74.9% | 38.0% | 

### By Industry

#### BMC Helix ITSM

- **Information Technology and Services:** 34.5%
- **Telecommunications:** 8.7%
- **Hospital & Health Care:** 6.9%
- **Computer Software:** 6.2%
- **Higher Education:** 3.6%
- **Government Administration:** 2.9%
- **Education Management:** 2.2%
- **Banking:** 2.2%
- **Retail:** 2.2%
- **Internet:** 2.2%
- **Other:** 28.4%

#### Jira Service Management

- **Information Technology and Services:** 30.7%
- **Computer Software:** 16.1%
- **Financial Services:** 5.0%
- **Internet:** 4.4%
- **Telecommunications:** 3.1%
- **Marketing and Advertising:** 2.9%
- **Banking:** 1.8%
- **Retail:** 1.8%
- **Computer & Network Security:** 1.7%
- **Hospital & Health Care:** 1.7%
- **Other:** 30.8%

---
## Alternatives

### Alternatives to BMC Helix ITSM

- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1905 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (280 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [EasyVista Service Manager](https://www.g2.com/products/easyvista-service-manager/reviews) — 4.0/5 stars (102 reviews)
- [OpenText Service Management Automation X (SMAX)](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews) — 4.2/5 stars (72 reviews)
- [CA Service Desk Manager](https://www.g2.com/products/ca-service-desk-manager/reviews) — 4.2/5 stars (20 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1905 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1223 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (967 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (280 reviews)

---
## Top Discussions

### BMC Helix ITSM

No discussions available for this product.

### Jira Service Management

- Title: [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) — 2 comments, 1 upvote
  > **Top comment:** "the tool is basically used for ticketing the IR or the Incident management process"
- Title: [Is Jira a service management tool?](https://www.g2.com/discussions/is-jira-a-service-management-tool) — 2 comments
  > **Top comment:** "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..."
- Title: [What does Jira Service Desk do?](https://www.g2.com/discussions/what-does-jira-service-desk-do) — 1 comment
  > **Top comment:** "Connect with various spocs to solve a problem "
- Title: [What are the features of JIRA?](https://www.g2.com/discussions/jira-service-management-what-are-the-features-of-jira) — 1 comment
  > **Top comment:** "Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident,..."
- Title: [Is it possible to download all the attachments in the ticket when we extract any particular ticket?](https://www.g2.com/discussions/is-it-possible-to-download-all-the-attachments-in-the-ticket-when-we-extract-any-particular-ticket) — 1 comment, 1 upvote
  > **Top comment:** "Good day everyone on this platform I wanna use this medium to express how you can recover your lost fund from forex, binary options scam companies or fake..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/bmc-software-bmc-helix-itsm-vs-jira-service-management)