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Ivanti Service Desk [EOL] vs JIRA Service Management comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

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

Categories and Ranking

Ivanti Service Desk [EOL]
Average Rating
7.6
Reviews Sentiment
6.0
Number of Reviews
8
Ranking in other categories
No ranking in other categories
JIRA Service Management
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
86
Ranking in other categories
Help Desk Software (2nd), IT Service Management (ITSM) (2nd)
 

Featured Reviews

Sayed Munir - PeerSpot reviewer
Beneficial connectors, useful service requests, and setup straightforward
I previously used ManageEngine. I switched because the Ivanti Service Desk has a lot of integrations and connectors which are beneficial. There are a lot of minute details where Ivanti Service Desk has an advantage over ManageEngine. For example, in ManageEngine ITSM we cannot integrate it with Oracle ERP. However, in Ivanti Service Desk we can integrate it with ERP solutions to fit in the user details, and other required objects we want. That's one of the biggest differentiators. Additionally, Ivanti Service Desk gives a lot of customization while in ManageEngine a lot of elements are hardcoded. We cannot customize it up to the minute level.
Karim Yousef - PeerSpot reviewer
Efficiently track and document projects with seamless tool integration
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…

Quotes from Members

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

Pros

"It is highly configurable with PinkVERIFY status."
"Incident management is a valuable feature."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"The initial setup was quite simple; installing just took a few minutes."
"Incident management and service request management features are the most valuable."
"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."
"The tool supports a lot of standard reporting KPIs."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"The tool is scalable."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"The tool's stability is very good."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"Apart from ticket management and workflow, the Kanban board is one of the helpful tools in Jira."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
 

Cons

"The mobile service is minimal and doesn't provide sufficient capabilities."
"The interface can be improved. It can be made more interactive for self-service users."
"You must be very technical to configure it."
"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."
"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."
"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."
"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"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."
"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."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"Lacks an interface where the customer can report issues."
"JIRA Service could benefit from improvements to its voice support."
"The deployment can be a bit complex, especially for those who are not technical."
"The product does not allow customization of reports."
 

Pricing and Cost Advice

Information not available
"The price of JIRA Service Management could be reduced."
"The price of the solution is becoming expensive and it should be reduced."
"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
"JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten."
"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."
"We have an annual license with JIRA Service Management, but it is billed monthly."
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Top Industries

By visitors reading reviews
Government
18%
Healthcare Company
14%
Manufacturing Company
11%
Computer Software Company
9%
Computer Software Company
19%
Financial Services Firm
10%
Manufacturing Company
8%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Ivanti Service Desk ?
The tool supports a lot of standard reporting KPIs.
What needs improvement with Ivanti Service Desk ?
The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not ab...
What is your primary use case for Ivanti Service Desk ?
Basically, we use it for service management from the financial side of things.
 

Also Known As

No data available
JIRA Service Desk
 

Overview

 

Sample Customers

MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: March 2025.
845,406 professionals have used our research since 2012.