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)."The most valuable feature of this solution is that it is user-friendly."
"I think one of the most valuable things is that it's all integrated."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"The visibility features are great."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"The solution is very stable."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"The product could improve its asset management."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"Currently lacks an asset management module that can affect deployment."
"It is difficult to navigate if you don't have any prior knowledge."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"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 16th 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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