We performed a comparison between JIRA Service Management and SolarWinds Service Desk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"JSM's best feature is the integration with other Jira products."
"It scales well."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"The customer portal with connection with our knowledge base has been most valuable."
"The automations will really help the company by delegating work the way your company operates."
"The initial setup is pretty easy."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"The solution is very stable."
"Jira Service Management should be more user-friendly."
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
"The pricing could be better."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"JIRA Service could benefit from improvements to its voice support."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
"They need to work on the speed of Jira."
"Cost has prohibited us from switching entirely to this solution."
"The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier."
JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while SolarWinds Service Desk is ranked 17th in IT Service Management (ITSM) with 1 review. JIRA Service Management is rated 8.2, while SolarWinds Service Desk is rated 9.0. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of SolarWinds Service Desk writes "A robust solution to automate and manage incidents and requests". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud, whereas SolarWinds Service Desk is most compared with Samanage.
See our list of best IT Service Management (ITSM) vendors.
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.