# 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.



---
## Frequently Asked Questions

### What is the difference between BMC Helix ITSM vs Jira Service Management?

Jira Service Management stands out for higher reviewer satisfaction, easier setup, and stronger support compared to BMC Helix ITSM.

| [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) | [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) |
| --- | --- |
| 3.7/5 (297 reviews) | 4.3/5 (991 reviews) |
| Enterprise | Mid-Market |
| 7.0 | 8.0 |
| 7.5 | 8.4 |
| Ease of Use | Ease of Use |



### How do the pricing models of BMC Helix ITSM and Jira Service Management compare?

Jira Service Management is rated higher for value, with reviewers expressing greater satisfaction with its pricing compared to BMC Helix ITSM.

- **BMC Helix ITSM:** In recent reviews, several reviewers mention that BMC Helix ITSM is considered expensive compared to other ITSM tools, and additional customization or licensing can increase costs.
- **Jira Service Management:** Reviewers note that while Jira Service Management's licensing costs can increase with more agents and premium features, overall satisfaction with value is higher, and many find it cost-effective for its capabilities.
- **Switching reasons:** Reviewers cite cost and ease of use as common reasons for preferring Jira Service Management over more complex or expensive ITSM platforms.



### What are the best alternatives to BMC Helix ITSM and Jira Service Management?

The best alternatives to BMC Helix ITSM and Jira Service Management are Freshservice, ServiceNow IT Service Management, and ManageEngine ServiceDesk Plus.

| Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength |
| --- | --- | --- | --- | --- |
| [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) | 3.7/5 (297 reviews) | Enterprise | Expensive compared to other ITSM tools | Ease of Use |
| [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5 (991 reviews) | Mid-Market | Licensing costs can increase with scale, but overall value is rated highly | Ease of Use |
| [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5 (1351 reviews) | Mid-Market | — | — |
| [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) | 4.5/5 (1953 reviews) | Enterprise | — | — |
| [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) | 4.2/5 (250 reviews) | Mid-Market | — | — |



### Which IT Service Management (ITSM) Tools features should I prioritize when comparing BMC Helix ITSM and Jira Service Management?

Buyers should prioritize Ease of Use, Automation, Integrations, Reporting, and Customization when comparing BMC Helix ITSM and Jira Service Management.

- **Ease of Use:** BMC Helix ITSM (score: 7.1, 5 all-time mentions); Jira Service Management (score: 8.3, 46 all-time mentions).
- **Automation:** Jira Service Management (31 all-time mentions); BMC Helix ITSM does not have automation as a top-cited feature.
- **Integrations:** Jira Service Management (32 all-time mentions); BMC Helix ITSM has fewer integration mentions and some integration issues cited.
- **Reporting:** BMC Helix ITSM (1 all-time mention); Jira Service Management (reporting cited as an area for improvement in recent reviews).
- **Customization:** Jira Service Management (18 all-time mentions); BMC Helix ITSM is noted for flexibility but also complexity in customization.



### What are the pros and cons of BMC Helix ITSM vs Jira Service Management?

BMC Helix ITSM's headline strength is its enterprise-grade flexibility, while Jira Service Management excels in ease of use and integrations.

- **BMC Helix ITSM strengths:** Enterprise-grade flexibility and customization, strong automation capabilities, centralized ticket management, and robust reporting options (Ease of Use: 5 all-time mentions; Ticket Management: 4 all-time mentions).
- **BMC Helix ITSM trade-offs:** Complexity in setup and customization, dated user interface, higher cost, and integration issues (Integration Issues: 1 all-time mention).
- **Jira Service Management strengths:** High ease of use (46 all-time mentions), strong integrations (32 all-time mentions), automation (31 all-time mentions), ticket management (31 all-time mentions), and efficient team collaboration (22 all-time mentions).
- **Jira Service Management trade-offs:** Steep learning curve (33 all-time mentions), complex setup (22 all-time mentions), and reporting/dashboard limitations in recent reviews.



### Is BMC Helix ITSM or Jira Service Management better for small businesses?

Jira Service Management is better suited for small businesses, as reflected by its largest segment being Mid-Market and strong ease-of-use sentiment.

- **BMC Helix ITSM:** Largest segment is Enterprise; reviewers note the platform can be overkill for SMBs and cite complexity and higher cost as barriers for smaller organizations.
- **Jira Service Management:** Largest segment is Mid-Market; reviewers highlight ease of use, straightforward ticketing, and efficient onboarding for smaller teams.



### Which IT Service Management (ITSM) Tools platform has better integrations?

Jira Service Management is favored by reviewers for integrations, with significantly more integration mentions and third-party tool support.

- **BMC Helix ITSM:** Integrates with monitoring tools and Active Directory; reviewers mention integration issues and fewer connectors compared to other tools.
- **Jira Service Management:** Integrates with Jira (501 all-time mentions), Confluence (67 all-time mentions), and Slack (21 all-time mentions); 32 all-time reviews cite integrations as a strength.



### How do BMC Helix ITSM and Jira Service Management compare on customer support?

Jira Service Management scores higher on Quality of Support by 0.9 points, a material difference over BMC Helix ITSM.

- **BMC Helix ITSM:** Reviewers describe support as responsive and knowledgeable for complex issues, but some cite inconsistent experiences and slower response times.
- **Jira Service Management:** Reviewers consistently praise support quality, with 25 all-time mentions, and highlight helpful onboarding and ongoing assistance.



### Which is easier to implement, BMC Helix ITSM or Jira Service Management?

Jira Service Management is easier to implement, with a 1-point higher Ease of Setup score and more positive reviewer sentiment on onboarding.

- **BMC Helix ITSM:** Reviewers frequently cite complex setup, a steep learning curve, and the need for external guidance or consultants for implementation.
- **Jira Service Management:** Reviewers highlight straightforward onboarding, easier configuration, and faster time to value, though some note complexity in advanced customization.



### Which product has better Reporting?

Jira Service Management is favored for Reporting, with more reviewer-cited strengths and higher ease-of-use scores.

- **BMC Helix ITSM:** Reporting is mentioned as a strength in 1 all-time review; reviewers note detailed analytics but also cite complexity and a dated interface.
- **Jira Service Management:** Reporting and dashboards are frequently cited in recent reviews, with reviewers praising real-time visibility and customizable dashboards, though some mention limitations in advanced reporting.



| | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Star Rating** | 3.7 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 296 | 986 | 
| **Largest Market Segment** | Enterprise (75.1% of reviews) | Mid-Market (43.2% of reviews) | 
| **Entry Level Price** | No pricing available | 0/agent/month   | 

---
## Top Pros & Cons

### BMC Helix ITSM

Pros:
- Ease of Use (4 reviews)
- Ticket Management (3 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)
- Steep Learning Curve (29 reviews)

---
## Ratings Comparison
| Rating | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.0 (249 reviews) | 8.8 (874 reviews) | 
  | **Ease of Use** | 7.1 (252 reviews) | 8.3 (881 reviews) | 
  | **Ease of Setup** | 7.1 (92 reviews) | 8.0 (487 reviews) | 
  | **Ease of Admin** | 7.2 (84 reviews) | 8.0 (367 reviews) | 
  | **Quality of Support** | 7.5 (218 reviews) | 8.4 (757 reviews) | 
  | **Has the product been a good partner in doing business?** | 7.9 (78 reviews) | 8.7 (344 reviews) | 
  | **Product Direction (% positive)** | 6.1 (248 reviews) | 8.7 (839 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 | 106 |

#### 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 | 9.0 (86 reviews) | 
| **Response Automation** | Not enough data | 8.9 (81 reviews) | 
| **SLA Management** | Not enough data | 8.8 (84 reviews) | 
| **Attachments/Screencasts** | Not enough data | 8.8 (83 reviews) | 
| **Ticket Collaboration** | Not enough data | 9.2 (81 reviews) | 
| **Customer and Contacts Database** | Not enough data | 8.5 (78 reviews) | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Inbox Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 

#### 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) | 
| **Generative AI** | Not enough data | Not enough data | 

#### 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) | 
| **Video Chat** | Not enough data | Not enough data | 

#### 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 (91 reviews) | 
| **Third-Party Integrations** | Not enough data | 8.8 (86 reviews) | 
| **Reporting** | Not enough data | 8.7 (86 reviews) | 
| **Activity Dashboard** | Not enough data | 8.7 (83 reviews) | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Automated Routing** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Gamification** | Not enough data | Not enough data | 
| **Conversation Intelligence** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Key Performance Indicators** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Voice Recognition** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Task Automation** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Language Detection** | Not enough data | Not enough data | 
| **Multiple Data Sources** | Not enough data | Not enough data | 
| **Predictive Analytics** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Data Security** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Secure Data Storage** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Mobile App** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **BMC Helix ITSM** | 8.8/10 | 32 |
| **Jira Service Management** | 8.7/10 | 206 |

#### Administration

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Change Management** | 8.9 (19 reviews) ✓ Verified | 8.9 (166 reviews) ✓ Verified | 
| **Asset Management** | 8.6 (19 reviews) ✓ Verified | 8.5 (161 reviews) ✓ Verified | 
| **Reports & Analytics** | 9.3 (16 reviews) ✓ Verified | 8.9 (173 reviews) ✓ Verified | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Knowledge Management** | Not enough data | Not enough data | 
| **Project Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Service Request Management** | Not enough data | Not enough data | 
| **Release Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Capacity Management** | Not enough data | Not enough data | 
| **Availability Management** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 

#### Service Desk

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Help Desk** | 9.0 (21 reviews) ✓ Verified | 8.9 (179 reviews) ✓ Verified | 
| **Incident Reports** | 9.2 (20 reviews) ✓ Verified | 8.8 (179 reviews) ✓ Verified | 
| **Process Workflow** | 9.0 (19 reviews) ✓ Verified | 8.9 (181 reviews) ✓ Verified | 
| **Customizable Reports** | Not enough data | Not enough data | 

#### Management

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Reporting** | 9.5 (10 reviews) ✓ Verified | 9.0 (154 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 | 
| **Real-Time Reporting** | Not enough data | Not enough data | 

#### Functionality

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Ticketing System** | 9.5 (13 reviews) ✓ Verified | 9.2 (162 reviews) ✓ Verified | 
| **Performance Logging** | 8.3 (9 reviews) ✓ Verified | 8.8 (151 reviews) | 
| **Alerting** | 9.0 (10 reviews) ✓ Verified | 8.7 (155 reviews) ✓ Verified | 
| **Automation** | 8.6 (13 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 (80 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) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Resource Allocation & Planning** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Prioritization** | Not enough data | Not enough data | 
| **Service History** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Service Catalog** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Automated Routing** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Search** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Dashboard Creation** | Not enough data | Not enough data | 
| **Remote Access & Monitoring** | Not enough data | Not enough data | 
| **Asset Tracking** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Approval Process Control** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 

### 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 (150 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 9.1 (147 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 8.5 (70 reviews) | 
| **Mobile Alerts** | Not enough data | Not enough data | 
| **Email Alerts** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 

#### 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 (135 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) | 
| **Generative AI** | Not enough data | Not enough data | 

#### 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) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Forms Management** | Not enough data | Not enough data | 
| **Safety Incident Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **OSHA Compliance** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Disaster Recovery** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Corrective and Preventive Actions (CAPA)** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 
| **Communications Management** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **IT Incident Management** | Not enough data | Not enough data | 
| **Audit Management** | Not enough data | Not enough data | 
| **Event Logs** | Not enough data | Not enough data | 
| **Risk Analysis** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Risk Assessment** | Not enough data | Not enough data | 
| **Incident Reporting** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Reminders** | Not enough data | Not enough data | 
| **On Call Scheduling** | Not enough data | Not enough data | 
| **Investigation Management** | Not enough data | Not enough data | 
| **Maintenance Scheduling** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **BMC Helix ITSM** | N/A | N/A |
| **Jira Service Management** | 8.6/10 | 26 |

#### 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 (25 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 | 369 |

#### Incident Management

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Automate Ticket Routing** | Feature Not Available | 8.7 (312 reviews) | 
| **Ticket Prioritization** | 8.6 (104 reviews) | 8.8 (315 reviews) | 
| **Ticket Notifications** | 8.4 (105 reviews) | 8.8 (330 reviews) | 
| **Knowledge Base** | 7.8 (85 reviews) | 8.5 (281 reviews) | 
| **Knowledge Base/Ticket Integration** | 7.8 (87 reviews) | 8.5 (275 reviews) | 
| **Real-Time Notifications** | Not enough data | Not enough data | 

#### Reporting

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Dashboards** | 7.8 (93 reviews) | 8.5 (316 reviews) | 
| **Time Tracking** | 7.9 (89 reviews) | 8.4 (302 reviews) | 
| **Surveys** | Feature Not Available | 8.2 (231 reviews) | 
| **Activity Tracking** | Not enough data | Not enough data | 

#### 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) | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Agentic AI - Service Desk

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (75 reviews) | 
| **Multi-step Planning** | Not enough data | 8.2 (73 reviews) | 
| **Cross-system Integration** | Not enough data | 8.4 (79 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) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | BMC Helix ITSM | Jira Service Management | 
|---|---|---|
| **Project Management** | Not enough data | Not enough data | 
| **Procurement Management** | Not enough data | Not enough data | 
| **CMDB** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **IT Risk Management** | Not enough data | Not enough data | 
| **Service Catalog** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Change Management** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Benchmarking** | Not enough data | Not enough data | 
| **Localization Automation** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Customer Support** | Not enough data | Not enough data | 
| **Scheduled/Automated Reports** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Release & Deployment** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Remote Access/Control** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Asset Lifecycle Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 

---
## 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** | 4.3% | 19.0% | 
| **Mid-Market** | 20.6% | 43.2% | 
| **Enterprise** | 75.1% | 37.8% | 

### By Industry

#### BMC Helix ITSM

- **Information Technology and Services:** 33.9%
- **Telecommunications:** 8.7%
- **Hospital & Health Care:** 6.9%
- **Computer Software:** 6.1%
- **Higher Education:** 3.6%
- **Government Administration:** 2.9%
- **Education Management:** 2.2%
- **Banking:** 2.2%
- **Internet:** 2.2%
- **Retail:** 2.2%
- **Other:** 29.2%

#### Jira Service Management

- **Information Technology and Services:** 30.7%
- **Computer Software:** 16.2%
- **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:** 30.6%

---
## Alternatives

### Alternatives to BMC Helix ITSM

- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1985 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1355 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (787 reviews)
- [Ivanti ITSM](https://www.g2.com/products/ivanti-ivanti-itsm/reviews) — 4.0/5 stars (322 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (251 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 (1355 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (251 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1985 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (787 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews)
- [Remote Monitoring and Management](https://www.g2.com/products/remote-monitoring-and-management/reviews) — 4.6/5 stars (1264 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (972 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 ITSM](https://www.g2.com/products/ivanti-ivanti-itsm/reviews) — 4.0/5 stars (322 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)