We performed a comparison between Hornbill Systems Supportworks and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"The visibility features are great."
"The customer portal with connection with our knowledge base has been most valuable."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"The initial setup is easy and straightforward."
"Great to be able to create customized forms."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"JIRA Service Management could include more AI features."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"The initial setup is very complex."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
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Hornbill Systems Supportworks is ranked 39th in IT Service Management (ITSM) while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews. Hornbill Systems Supportworks is rated 7.0, while JIRA Service Management is rated 8.2. The top reviewer of Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". Hornbill Systems Supportworks is most compared with ServiceNow, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud. See our Hornbill Systems Supportworks vs. JIRA Service Management report.
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