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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:
 

ROI

Sentiment score
7.6
JIRA Service Management boosts efficiency and ROI, especially for large teams, despite its complex interface, surpassing competitors.
Sentiment score
7.3
ManageEngine ServiceDesk Plus offers cost savings and ROI benefits, especially for small to medium-sized enterprises, with varied results.
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.
 

Customer Service

Sentiment score
6.9
Atlassian's customer service is praised for expertise and responsiveness despite occasional time zone delays, with diverse support options.
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.
 

Scalability Issues

Sentiment score
7.7
JIRA Service Management is flexible and scalable, though challenges in advanced scenarios depend on organizational configurations.
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.
The tool is suitable for medium to large-scale operations and can be used effectively by mid-size companies.
Scaling ManageEngine ServiceDesk Plus is easy, and I would rate its scalability as nine out of ten.
 

Stability Issues

Sentiment score
8.0
JIRA Service Management is highly stable, with users rating it highly despite minor glitches or occasional sluggishness.
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.
 

Room For Improvement

JIRA Service Management faces challenges with integration, customization, high costs, and needs improvements in usability, communication, and asset management.
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.
The interface could be made easier to use.
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.
 

Setup Cost

JIRA Service Management provides tiered pricing with agent-based and user options, offering competitive rates and discounts for larger tiers.
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.
 

Valuable Features

JIRA Service Management excels in customization, integration, and flexible workflow management with valued dashboards, ticketing, and SLA features.
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.
For every task we are working on, the project manager can see the status once we update the stories mentioned.
The query language and the ability to create views of the data are very useful.
The automation features help resolve issues automatically.
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.
 

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
86
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 February 2025, in the Help Desk Software category, the mindshare of JIRA Service Management is 10.4%, down from 12.2% compared to the previous year. The mindshare of ManageEngine ServiceDesk Plus is 7.4%, down from 7.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

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…
Anil  Rao - PeerSpot reviewer
Improved problem-solving and has a user-friendly knowledge base
The primary benefit of ManageEngine ServiceDesk Plus is its ease of use. It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions. This simplicity makes it particularly suitable for less technical staff to use effectively. Additionally, its ability to interpret issues and offer solutions based on its knowledge base makes problem-solving faster. The deployment and use of all policies and user cases are seamless.
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
9%
Manufacturing Company
8%
Government
7%
Educational Organization
62%
Computer Software Company
8%
Financial Services Firm
4%
Government
3%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

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: February 2025.
837,501 professionals have used our research since 2012.