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Alemba Service Manager vs JIRA Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024
 

Categories and Ranking

Alemba Service Manager
Ranking in IT Service Management (ITSM)
27th
Average Rating
7.4
Number of Reviews
3
Ranking in other categories
No ranking in other categories
JIRA Service Management
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
6.5
Number of Reviews
78
Ranking in other categories
Help Desk Software (2nd)
 

Mindshare comparison

As of November 2024, in the IT Service Management (ITSM) category, the mindshare of Alemba Service Manager is 0.8%, up from 0.7% compared to the previous year. The mindshare of JIRA Service Management is 11.4%, down from 12.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

MD
Feb 2, 2022
Fulfills all IT management needs, simple setup, but could be more user-friendly
Unfortunately, we were not able to implement the mobility feature so I won't be able to provide feedback on it (and it was something that has been requested since we have field workers and given the WFH case due to the pandemic). This is due to results of security tests and which we were not yet able to address in our environment. We've been also trying to integrate our current system with discovery solutions but it was not easy. I am not sure if it is due to the fact that we still have an older version of the AlembavFire product. Also, users are also requesting that the current system's UI can still be improved. For those of our users who had experienced ServiceNow, they cited that they can do RFC chats via the tool. In our group, we are using AlembavFire for recording the ticket and do other discussions/alignments via Teams chat.
Shambuling-Doni - PeerSpot reviewer
Nov 22, 2023
Easy to use, offers good stability and visibility for operational efficiency
We use Jira Service Management (JSM) to manage tickets.  It enables us to track, monitor, and manage user requests from initiation to resolution. We use it for the end-to-end process. We can add comments, and close requests., so our primary use case for JSM is ticketing.  The interface is good and…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The workflow is very good, as well as customizable."
"When we met with the Alemba vFire from Australia, it was a good discussion and they have a good feature roadmap."
"Incident Management is the most valuable feature of the solution."
"The flow of the reports is good."
"The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."
"Easily integrates with other tools."
"​Allows customized processes for our service contracts."
"The initial setup is straightforward."
"We get software developed faster."
"The most valuable feature of this solution is that it is user-friendly."
"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
 

Cons

"We had issues with the user interface, the way it was structured wasn't that user-friendly. The chat features could improve. For example, in change management, all the chat discussions can be done via ServiceNow. We are using two separate solutions, such as Teams, to chat, and the Alemba vFire tool to process."
"The reporting needs to be improved."
"The product should improve its ability to integrate with third-party tools."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"The documentation needs improving, it's difficult to find specific procedures."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"The pricing could be better."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"There should be better connections with access management. They should improve the connectivity."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
 

Pricing and Cost Advice

"Alemba vFire is more affordable than the other solutions on the market. The solution changes for the number of customers not per user or module. The price was reasonable overall. We paid for support and it was a fair price."
"The product is much cheaper than ServiceNow."
"The pricing is free for us because we are an associate partner for the product."
"We have paid $20,000 recently for a one-year license for our on-prem server."
"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."
"Jira Service Management has affordable license fees. It's $12 a month per person."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."
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814,763 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Government
22%
Computer Software Company
20%
Non Profit
9%
Manufacturing Company
7%
Computer Software Company
19%
Financial Services Firm
10%
Manufacturing Company
7%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about Alemba vFire?
Incident Management is the most valuable feature of the solution.
What needs improvement with Alemba vFire?
The product should improve its ability to integrate with third-party tools. The service portal should be customizable.
What is your primary use case for Alemba vFire?
The product is used for incident management, change management, and request management. We can store assets like people, machines, and processes in CMDB. We can also use the solution to see the cha...
What do you like most about JIRA Service Management?
JIRA Service Management is a very user-friendly solution.
What is your experience regarding pricing and costs for JIRA Service Management?
The pricing for Jira Service Management is reasonable and not expensive. It feels fair because there are opportunities for discounts through resellers.
 

Also Known As

vFire
JIRA Service Desk
 

Learn More

 

Interactive Demo

Demo not available
 

Overview

 

Sample Customers

King's College Hospital NHS Foundation Trust Hiscox Liverpool City Council Karachaganak Petroleum Operating (KPO) PPG Barnardo's Victoria University of Wellington
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about Alemba Service Manager vs. JIRA Service Management and other solutions. Updated: October 2024.
814,763 professionals have used our research since 2012.