Migrating from BMC Remedy to Jira Service Management (JSM) involves a comprehensive process to ensure data integrity, minimize downtime, and effectively leverage the new platform's capabilities.

Illustration of people interacting with a large "W" symbol, representing web development or internet-related activities, with elements like a globe, magnifying glass, and digital screens.

Here are the key points to consider:

1. Planning and Preparation

Data Assessment: Evaluate the data in BMC Remedy, identifying critical data types, dependencies, and custom configurations. Cleanse and optimize the data to avoid issues during migration.
Stakeholder Communication: Inform all stakeholders, including IT staff and end-users, about the migration plan, timeline, and potential impacts.
Migration Strategy: Choose a suitable migration approach. Depending on the organization's needs and risk tolerance, this could be a "big bang" migration, a phased migration, or a hybrid approach.

2. Migration Methods

CSV Import: For smaller datasets or simpler migrations, exporting data to CSV files and using JSM's built-in importer can be efficient. However, this method may require extensive data formatting and cleaning.
Automated Tools: Tools like Precision Bridge and Help Desk Migration offer automated solutions that support a wide range of data types and provide guided migration processes. These tools can simplify complex migrations and reduce manual effort.
Professional Services: Engaging with a professional service or an Atlassian Solution Partner like Atlas Bench can ensure a smoother transition for large-scale migrations with complex data structures. These experts can provide tailored solutions and manage the technical aspects of the migration.

3. Execution and Testing

Pilot Testing: Conduct a pilot migration with a subset of data to identify and resolve any issues before the full migration. This step helps validate the migration plan and ensure data integrity.
Full Migration: Execute the migration according to the chosen strategy, ensuring continuous monitoring and addressing any issues promptly. Data integrity checks should be performed throughout the process.
Quality Assurance: Rigorous testing post-migration is crucial to ensure that all data has been accurately transferred and that the system performs as expected. This includes validating workflows, permissions, and integrations.

4. Post-Migration Activities

Training and Change Management: Ensure users are trained on JSM's functionalities and differences from BMC Remedy. Effective change management can help in smooth adoption and reduce resistance.
Ongoing Support: Provide ongoing support to address any post-migration issues and optimize the use of JSM. Continuous improvement practices should be adopted to refine processes and leverage new features.

Feature Comparison

Illustration of people discussing data visualizations displayed on a large screen, with charts and graphs, representing data analysis or business intelligence.

Feature	BMC Remedy	Jira Service Management (JSM)
Ease of Use	Steeper learning curve due to complex UI	Intuitive, user-friendly interface
Implementation Time	Often longer, complex setup (6+ months)	Faster implementation (4 months or fewer)
Cost	Higher licensing and operational costs	Lower overall cost, especially for smaller teams
Customization	Highly customizable with extensive options	Flexible but easier to configure and maintain
Asset Management	Separate module required	Built-in asset management capabilities
Automation and AI	Limited native AI features	Advanced AI-driven automation and proactive issue detection
Integration with DevOps Tools	Requires additional integration effort	Seamless integration with Jira Software and other Atlassian tools
Service Desk Capabilities	Robust but can be complex to manage	Comprehensive, with self-service portals and SLA management
Reporting and Analytics	Advanced but complex	User-friendly with customizable dashboards
Change and Incident Management	Strong, well-established processes	Agile, with strong support for DevOps practices
Scalability	Scalable but at higher costs	Scales efficiently with cloud-native architecture
Support and Community	Extensive support, smaller community	Robust support with a large, active community

Strong Use Cases

BMC Remedy

Large Enterprises with Complex ITSM Needs: BMC Remedy is ideal for large organizations requiring highly customizable and complex IT service management solutions. Its robust change and incident management features suit environments with stringent compliance and governance requirements.
Highly Regulated Industries: Industries such as finance, healthcare, and government where strict regulatory compliance and detailed audit trails are necessary. BMC Remedy's extensive customization allows it to meet specific regulatory needs.

Jira Service Management (JSM)

Agile and DevOps Environments: JSM excels in environments requiring agile methodologies and strong integration with development tools. Its seamless integration with Jira Software makes it ideal for DevOps teams needing to manage IT services and development projects in a unified platform.
Cost-Conscious Organizations: Companies looking for a cost-effective ITSM solution that offers robust features without the high costs associated with traditional ITSM tools. JSM's transparent pricing and lower total cost of ownership make it suitable for small to medium-sized enterprises.
Fast-Growing Companies: Organizations needing a scalable solution to grow their business. JSM's cloud-native platform and flexible configuration options allow businesses to scale their ITSM operations quickly and efficiently.

Pricing Comparison

BMC Remedy Pricing

Basic License Cost: BMC Remedy ITSM Suite can be around $60 per user per month, although pricing tends to be less transparent then JSM. This pricing is considered on the higher end compared to other ITSM solutions.
Customization and Maintenance Costs: The total cost of ownership (TCO) includes significant expenses for customization, data migration, training, and ongoing maintenance. Customization can range from a few thousand dollars to several hundred thousand dollars, depending on the complexity.
On-Premise vs. Cloud: BMC offers both on-premise and cloud-based solutions. On-premise deployments typically require additional costs for servers, infrastructure, and maintenance, making them more expensive than cloud options.
Overall Cost: BMC Remedy is generally more expensive due to its extensive features and customization capabilities, which can be justified for large enterprises with complex ITSM needs.

Jira Service Management (JSM) Pricing

Basic License Cost: Jira Service Management offers a more affordable pricing structure, starting at $17.65 per agent per month for its standard plan. This makes JSM a cost-effective solution for small to medium-sized businesses.
Flexible Plans: JSM provides various pricing tiers, including Free, Standard, Premium, and Enterprise plans, allowing organizations to scale as needed. The Free plan includes basic ITSM features for up to three agents.
Included Features: JSM includes many features that are out-of-the-box without additional costs, such as asset management, automation, and integration with other Atlassian tools like Jira Software.
Overall Cost: JSM’s transparent and lower pricing, combined with its scalable cloud-native architecture, makes it suitable for organizations of all sizes, particularly those looking to optimize costs while maintaining robust ITSM capabilities.

Moving Forward

Choosing between BMC Remedy and Jira Service Management depends on your organization's needs, budget, and IT infrastructure. BMC Remedy offers robust, customizable solutions for large, highly regulated environments, while JSM provides a more user-friendly, agile, and cost-effective platform ideal for modern, fast-growing businesses.

If you need help mapping out your migration project, contact Atlas Bench today for a free migration plan to help you understand costs, risks, and best practices.

Download our ITSM tool comparison: ITSM Forrester Report