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)."It's easy to set up the solution."
"Easily integrates with other tools."
"This is a flexible tool for logging and tracking issues efficiently."
"A good organizational tool."
"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."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"The solution is very stable."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"There should be better connections with access management. They should improve the connectivity."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"The documentation needs improving, it's difficult to find specific procedures."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"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, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas SolarWinds Service Desk is most compared with Samanage.
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