We performed a comparison between JIRA Service Management and SolarWinds Service Desk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."Reporting and easy export to Excel spreadsheets."
"Auditing team uses this solution to track audit findings and follow-up."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"The most valuable feature of this solution is that it is user-friendly."
"The most valuable features of this solution are Incident and Request Management."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"The solution is very stable."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"They need to work on the speed of Jira."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"The product could improve its asset management."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"I don't think the program is very scalable."
"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."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier."
JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while SolarWinds Service Desk is ranked 17th in IT Service Management (ITSM) with 1 review. JIRA Service Management is rated 8.2, while SolarWinds Service Desk is rated 9.0. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of SolarWinds Service Desk writes "A robust solution to automate and manage incidents and requests". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud, whereas SolarWinds Service Desk is most compared with Samanage.
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