Link copied to clipboard # BMC Helix ITSM vs Jira Service Management Comparison - What are their main differences? Share [ Export ](/compare/bmc-software-bmc-helix-itsm/jira-service-management/export.csv) BMC Helix ITSMJira Service Management[+ Add Product](#) Pricing **BMC Helix ITSM** No pricing available **Jira Service Management** Free Trial **0** /agent/month · Free **Pricing Insights** from reviews Time to Implement **BMC Helix ITSM** 5 months Based on 10 responses **Jira Service Management** 2 monthsFaster Based on 24 responses Return on Investment **BMC Helix ITSM** 25 months Based on 7 responses **Jira Service Management** 11 months14 months sooner Based on 21 responses Perceived Cost **BMC Helix ITSM** $$$$$ **Jira Service Management** $$$$$ Average Discount **BMC Helix ITSM** 19%8% more **Jira Service Management** 11% ![BMC Helix ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/f8244df9cd34374cbf1e821e6c80ed9f/bmc-software-bmc-helix-itsm.svg "BMC Helix ITSM") ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management") G2 offers free advice on this comparison. Chat with an expert How would you like to receive Software Advice? ![](/assets/advisor_router/laptop_form-f1a7012279826105416befde8d882ffc7589b1f9db09c93a1379d601cafe8e0d.svg) FormAnswer questions at your own pace, no call required. ![](/assets/advisor_router/ai_agent-4d78629a3ba354fed449a65c60df3a6f2eda90fb98411b711df4b25d7be52a38.svg) AI AgentChat live and get a recommendation in minutes. ![](/assets/advisor_router/phone_call_picker-c48821ec36f4182d8ee3e54cfbd3937500eec54d7b7e0cfb80dc80a8a733842f.svg) Phone CallTalk it through live with a software advisor. **Pros & Cons** from reviews **BMC Helix ITSM** [ Ease of Use (5) ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?filters%5Bsentiment_snippet%5D=2094759&qs=pros-and-cons#reviews)[ Ticket Management (4) ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?filters%5Bsentiment_snippet%5D=1341017&qs=pros-and-cons#reviews)[ Bugs (1) ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?filters%5Bsentiment_snippet%5D=2499007&qs=pros-and-cons#reviews)[ Complexity (1) ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?filters%5Bsentiment_snippet%5D=2499008&qs=pros-and-cons#reviews) **Jira Service Management** [ Ease of Use (49) ](https://www.g2.com/products/jira-service-management/reviews?filters%5Bsentiment_snippet%5D=1163903&qs=pros-and-cons#reviews)[ Integrations (33) ](https://www.g2.com/products/jira-service-management/reviews?filters%5Bsentiment_snippet%5D=1162990&qs=pros-and-cons#reviews)[ Learning Curve (35) ](https://www.g2.com/products/jira-service-management/reviews?filters%5Bsentiment_snippet%5D=1165698&qs=pros-and-cons#reviews)[ Complexity (29) ](https://www.g2.com/products/jira-service-management/reviews?filters%5Bsentiment_snippet%5D=1163036&qs=pros-and-cons#reviews) Integrations **BMC Helix ITSM** [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_aa32fa23598dc6c153bb17435c1c1d13/activedirectory-domain-controller-for-windows-2016.png "Product Avatar Image") ActiveDirectory Domain... ](https://www.g2.com/products/activedirectory-domain-controller-for-windows-2016/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_793034d14bb0f3fa12d97cf3cc0032c4/jira.jpg "Product Avatar Image") Jira ](https://www.g2.com/products/jira/reviews)[ View all ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/integrations) **Jira Service Management** [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_f176b4154a751d10150daa67a57b7dc5/azure-active-directory-domain-services.jpg "Product Avatar Image") Azure Active Directory... ](https://www.g2.com/products/azure-active-directory-domain-services/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_2ac0e7b10e1efb64107026cb2b241d53/azure-pipelines.jpg "Product Avatar Image") Azure Pipelines ](https://www.g2.com/products/azure-pipelines/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_f176b4154a751d10150daa67a57b7dc5/azure-portal.jpg "Product Avatar Image") Azure Portal ](https://www.g2.com/products/azure-portal/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_2ea5f7178028686921161d65d4be481a/bitbucket.png "Product Avatar Image") Bitbucket ](https://www.g2.com/products/bitbucket/reviews)[ View all ](https://www.g2.com/products/jira-service-management/integrations) Screenshots **BMC Helix ITSM** No screenshot available **Jira Service Management** ![Jira Service Management screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/43204/Service-Portal-_1_-_1_.png) **Ratings** from reviews Meets Requirements **BMC Helix ITSM** 8.0 8.0252 **Jira Service Management** 8.8 8.8888 Ease of Use **BMC Helix ITSM** 7.2 7.2255 **Jira Service Management** 8.3 8.3895 Ease of Setup **BMC Helix ITSM** 7.1 7.195 **Jira Service Management** 8.1 8.1501 Ease of Admin **BMC Helix ITSM** 7.2 7.284 **Jira Service Management** 8.0 8.0373 Quality of Support **BMC Helix ITSM** 7.5 7.5221 **Jira Service Management** 8.4 8.4769 Has the product been a good partner in doing business? **BMC Helix ITSM** 7.9 7.978 **Jira Service Management** 8.7 8.7350 Product Direction (% positive) **BMC Helix ITSM** 6.1 6.1251 **Jira Service Management** 8.7 8.7848 **Features** ratings from reviews IT Service Management (ITSM) Tools 8.7 35 8.7 206 Service Desk 7.8 115 8.5 376 IT Alerting Not enough data 8.6 26 Incident Management Not enough data 8.7 167 Help Desk Not enough data 8.7 119 User Insights **Reviewers' Company Size** Small-Business(50 or fewer emp.) 5.0% Mid-Market(51-1000 emp.) 20.9% Enterprise(\> 1000 emp.) 74.1% Small-Business(50 or fewer emp.) 5.0% Mid-Market(51-1000 emp.) 20.9% Enterprise(\> 1000 emp.) 74.1% Small-Business(50 or fewer emp.) 19.0% Mid-Market(51-1000 emp.) 43.2% Enterprise(\> 1000 emp.) 37.8% Small-Business(50 or fewer emp.) 19.0% Mid-Market(51-1000 emp.) 43.2% Enterprise(\> 1000 emp.) 37.8% **Reviewers' Industry** [![BMC Helix ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/f8244df9cd34374cbf1e821e6c80ed9f/bmc-software-bmc-helix-itsm.svg "BMC Helix ITSM")](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) BMC Helix ITSM Information Technology and Services 34.6% Telecommunications 8.6% Hospital & Health Care 6.8% Computer Software 6.1% Higher Education 3.6% Other 40.4% [![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management")](https://www.g2.com/products/jira-service-management/reviews) Jira Service Management Information Technology and Services 30.8% Computer Software 16.2% Financial Services 5.1% Internet 4.3% Telecommunications 3.1% Other 40.5% Alternatives **BMC Helix ITSM Alternatives** ![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management") [ ServiceNow IT Service... ](/products/servicenow-it-service-management/reviews) ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice") [ Freshservice ](/products/freshservice/reviews) ![SolarWinds Service Desk](https://images.g2crowd.com/uploads/product/hd_favicon/af917f02e5d5dda08cf58d16d36f6a8d/solarwinds-service-desk.svg "SolarWinds Service Desk") [ SolarWinds Service Desk ](/products/solarwinds-service-desk/reviews) ![Ivanti ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/acee115d49f59f727a26dd6169ca64be/ivanti-ivanti-itsm.svg "Ivanti ITSM") [ Ivanti ITSM ](/products/ivanti-ivanti-itsm/reviews) **Jira Service Management Alternatives** ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice") [ Freshservice ](/products/freshservice/reviews) ![ManageEngine ServiceDesk Plus](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_37c6d8c3327b87e6ede50091d70592c3/manageengine-servicedesk-plus.jpg "ManageEngine ServiceDesk Plus") [ ManageEngine ](/products/manageengine-servicedesk-plus/reviews) ![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management") [ ServiceNow IT Service... ](/products/servicenow-it-service-management/reviews) ![SolarWinds Service Desk](https://images.g2crowd.com/uploads/product/hd_favicon/af917f02e5d5dda08cf58d16d36f6a8d/solarwinds-service-desk.svg "SolarWinds Service Desk") [ SolarWinds Service Desk ](/products/solarwinds-service-desk/reviews) ## BMC Helix ITSM vs Jira Service Management FAQs Generated using AI Last updated: August 14, 2026 ### 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.