We performed a comparison between Ivanti Service Desk [EOL] and JIRA Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The most valuable features of the Ivanti Service Desk are service requests and incident management."
"The tool supports a lot of standard reporting KPIs."
"The initial setup was quite simple; installing just took a few minutes."
"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."
"It is highly configurable with PinkVERIFY status."
"Incident management and service request management features are the most valuable."
"Incident management is a valuable feature."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"The flow of the reports is good."
"The initial setup is pretty easy."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"A good organizational tool."
"Its integration is most valuable. It is pretty open for integration."
"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."
"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."
"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."
"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"The interface can be improved. It can be made more interactive for self-service users."
"You must be very technical to configure it."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"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."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"Jira Service Management should be more user-friendly."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"The interface could always be updated and improved."
Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 8 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. Ivanti Service Desk [EOL] is rated 7.6, while JIRA Service Management is rated 8.2. The top reviewer of Ivanti Service Desk [EOL] writes "Beneficial connectors, useful service requests, and setup straightforward". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". Ivanti Service Desk [EOL] is most compared with ServiceNow, Cherwell Service Management and Freshservice, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud.
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