We performed a comparison between JIRA Service Management and Spiceworks based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."JSM's best feature is the integration with other Jira products."
"The product is not lacking anything that a QA will want to use."
"The most valuable features of this solution are Incident and Request Management."
"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 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."
"This solution has helped us a great deal in project management tracking and forecasting."
"The automations will really help the company by delegating work the way your company operates."
"The solution is easy to use and easy to manage."
"It was easy to integrate Spiceworks with our existing setup."
"The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."
"It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front."
"Tickets by e-mail, with actions by hastag."
"It's easy to understand."
"The solution is very stable. It's reliable and efficient."
"If you're in the market for a low-cost service desk system, Spiceworks is a good software solution to start out with, especially when it comes to startups and those organizations that don't currently have any existing service desk software in place."
"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."
"Integration could be improved."
"Lacks an interface where the customer can report issues."
"SaaS version for large organizations (more than 2000 users) is not available."
"Jira Service Management should be more user-friendly."
"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."
"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."
"There is no notification regarding language upgrades."
"One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows. For example, in another solution called ServiceDesk by ManageEngine, you can have levels of approval in the event that there is a request for new software, or when someone requests a VPN or WiFi connection. This kind of multi-stage approval feature provided by ServiceDesk does not appear to exist in Spiceworks, and it is one of their main shortcomings for me."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"The SNMP sniffer requires a lot of work to get right."
"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."
"The GUI must be improved."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application."
"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while Spiceworks is ranked 16th in Help Desk Software with 47 reviews. JIRA Service Management is rated 8.2, while Spiceworks is rated 7.8. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud, whereas Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow and Freshdesk. See our JIRA Service Management vs. Spiceworks report.
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