JIRA Service Management and ManageEngine ServiceDesk Plus compete in the service management category. JIRA offers extensive customization and integration advantages, while ManageEngine ServiceDesk Plus excels in ITIL compliance and ease of use.
Features: JIRA Service Management provides extensive customization options, user-friendly dashboards, and seamless integrations with various tools. It also offers flexible workflow definitions and automation capabilities. ManageEngine ServiceDesk Plus is noted for its ITIL compliance, ease of use, and integration with asset management modules. Additionally, it offers robust project management features and a flexible service catalog.
Room for Improvement: JIRA's integration with customer systems and financials can be challenging without marketplace add-ons. Improved mobile integration and centralized document storage are also desired by users. ManageEngine users indicate a need for better third-party integration, enhanced custom reporting capabilities, and a clearer distinction between incident and request management. Both platforms could benefit from improved integration and customization options.
Ease of Deployment and Customer Service: JIRA supports private, public, and hybrid cloud deployments and is recognized for straightforward implementation and responsive technical support, although support efficacy may vary. ManageEngine ServiceDesk Plus also offers flexible deployment models, including on-premises and cloud options, with dependable customer support and a user-friendly deployment process.
Pricing and ROI: JIRA Service Management has a competitive pricing model with potential volume discounts, but add-on costs may increase overall expenses. While its cost can rise with user numbers, it offers significant ROI through efficiency and time savings. ManageEngine ServiceDesk Plus is generally more affordable with flexible licensing, providing good value for money, especially for organizations not requiring extensive features, and delivering attractive ROI through operational cost savings.
ManageEngine has been particularly beneficial for small and medium-sized businesses in terms of value for money since they receive similar service at a lower cost compared to ServiceNow.
The customer support for ManageEngine could be improved, especially for coverage during the Asia Pacific shift.
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
Scaling ManageEngine ServiceDesk Plus is easy, and I would rate its scalability as nine out of ten.
The tool is suitable for medium to large-scale operations and can be used effectively by mid-size companies.
There should be more governance for permissions and more options for customized access without frequently involving the admin.
We have not experienced any significant issues.
We have not faced any stability issues or challenges with this tool.
JIRA's user interface needs training to understand and utilize.
It remains one of the main barriers to using JIRA Service Management across our entire company.
An AI feature that enables automation and alerts for users can be an improvement.
It would be beneficial to have an option to assign approvals to a user group or a variable.
There could be improvements in licensing flexibility, like the ability to use a single license for multiple users simultaneously.
We used Jira's free version for some time.
The cost of ManageEngine is more affordable, making it viable for small to medium-sized businesses.
It is not as expensive as ServiceNow, which has a very high cost.
JIRA itself is valuable for managing tickets, user stories, and pipeline.
It is beneficial if someone is on vacation since others can follow up on the tickets.
Everyone knows how to use it, so there's no need to teach new members.
The automation capabilities are good, with the workflow being an integral part of it.
It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions.
The automation features help resolve issues automatically.
JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:
1. Accelerating the flow of work between IT teams, development teams, and business teams
2. Empowering teams to deliver their service more quickly
3. Bringing visibility to their work
Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.
JIRA Service Management Features
JIRA Service Management has many valuable key features. Some of the most useful ones include:
JIRA Service Management Benefits
There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:
Reviews from Real Users
JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:
Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”
Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”
ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making.
The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.
With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.
ManageEngine ServiceDesk Plus Features and Benefits
MSP has a wide variety of features to help you optimize your help desk management:
Reviews from Real Users
MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.
Mykola S., head of global IT delivery at Acino Pharma AG, writes, “CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.
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