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JIRA Service Management vs ManageEngine ServiceDesk Plus comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

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

Customer Service

Sentiment score
6.9
Jira Service Management offers efficient customer support with variable experiences, often complemented by local partners and community resources.
Sentiment score
7.3
ManageEngine ServiceDesk Plus has satisfactory support, but users note varied responsiveness and suggest better documentation and customization.
The customer support for ManageEngine could be improved, especially for coverage during the Asia Pacific shift.
 

Room For Improvement

Sentiment score
4.5
JIRA Service Management struggles with email integration, customization complexity, high costs, limited features, and non-user-friendly interfaces.
Sentiment score
4.7
ManageEngine ServiceDesk Plus faces challenges with user permissions, integration, customization, and performance, while users seek interface and API improvements.
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.
There could be improvements in licensing flexibility, like the ability to use a single license for multiple users simultaneously.
It would be beneficial to have an option to assign approvals to a user group or a variable.
 

Scalability Issues

Sentiment score
7.6
JIRA Service Management is highly scalable and flexible, though performance concerns exist for large organizations needing advanced features.
Sentiment score
8.0
ManageEngine ServiceDesk Plus offers robust scalability but may face performance challenges at high user counts and concurrent connections.
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.
 

Setup Cost

Sentiment score
6.4
JIRA Service Management provides tiered pricing and discounts, offering enterprise solutions with a cost-benefit balance despite additional agent fees.
Sentiment score
8.1
ManageEngine ServiceDesk Plus offers cost-effective pricing and flexible licensing, making it appealing for enterprises seeking affordability and comprehensive features.
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.
 

Stability Issues

Sentiment score
8.0
Many users rate JIRA Service Management as stable, despite minor issues, appreciating its reliable performance with frequent updates.
Sentiment score
7.7
ManageEngine ServiceDesk Plus is reliable with minor issues, often rated 9-10, facing occasional external factor-induced crashes.
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.
 

Valuable Features

Sentiment score
8.2
JIRA Service Management enhances project and incident management with customizable interfaces, flexible workflows, integration, and comprehensive reporting.
Sentiment score
7.8
ManageEngine ServiceDesk Plus combines ease of use, ITIL compliance, and integration features with customization, scalability, and intuitive interface for efficiency.
JIRA itself is valuable for managing tickets, user stories, and pipeline.
The automation capabilities are good, with the workflow being an integral part of it.
Additionally, its ability to interpret issues and offer solutions based on its knowledge base makes problem-solving faster.
All necessary features for these activities are included, such as incident management, change management, and problem management.
 

Categories and Ranking

JIRA Service Management
Ranking in Help Desk Software
2nd
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
81
Ranking in other categories
No ranking in other categories
ManageEngine ServiceDesk Plus
Ranking in Help Desk Software
3rd
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
7.4
Number of Reviews
66
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of December 2024, in the Help Desk Software category, the mindshare of JIRA Service Management is 11.3%, down from 12.3% compared to the previous year. The mindshare of ManageEngine ServiceDesk Plus is 7.4%, down from 7.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Shambuling-Doni - PeerSpot reviewer
Easy to use, offers good stability and visibility for operational efficiency
The search function could be improved. We have to search a certain way. There is no generic search, it is more object-oriented search. The interface could also be more user-friendly. So, the interface and search could be improved. Additionally, I would like to see more accessibility. It would also be great if there was a Jira mobile app.
CarlosPerez7 - PeerSpot reviewer
Easy to configure and affordable compared to other software options
I think asset management took a hit recently. They changed the way they do it by moving it to their patch management software, which no longer supports an agent installed on the computers. In my opinion, this was a step backward for them, as I didn't need the patch management but rather the agents and remote capabilities that the agent brought without the additional costs and overhead. It still works via script running on the computer, but that's not the same as being able to install it and have it run or send a live feed.
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Top Industries

By visitors reading reviews
Computer Software Company
20%
Financial Services Firm
10%
Manufacturing Company
8%
Government
7%
Educational Organization
61%
Computer Software Company
8%
Financial Services Firm
5%
Manufacturing Company
3%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

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?
We used Jira's free version for some time, and we used it as an offline service without communicating with the Jira team regarding the license.
What do you like most about ManageEngine ServiceDesk Plus?
The platform's most beneficial features are incident management, change management, request management, and asset management.
What needs improvement with ManageEngine ServiceDesk Plus?
There is a limitation when assigning an approval; it has to be a single user. It would be beneficial to have an option to assign approvals to a user group or a variable.
 

Also Known As

JIRA Service Desk
No data available
 

Overview

 

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Find out what your peers are saying about JIRA Service Management vs. ManageEngine ServiceDesk Plus and other solutions. Updated: November 2024.
823,795 professionals have used our research since 2012.