We performed a comparison between JIRA Service Management and NinjaOne based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."This solution has helped us a great deal in project management tracking and forecasting."
"The initial setup is easy and straightforward."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"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."
"JSM's best feature is the integration with other Jira products."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"The automations will really help the company by delegating work the way your company operates."
"This is the most complete and versatile enterprise task management product and issue tracker."
"The tool's most valuable feature is third-party application updates."
"The best feature of NinjaOne is the SLA system. Every IT person can check their performance, how long it takes to resolve an issue, and how many SLAs are breached."
"We can use it for remote monitoring, and it also works great as a troubleshooting tool. We are able to open up a command line or a PowerShell session remotely without having to disrupt the user. They have a limited network device monitoring capability, but for workstation servers, we have the event logs. We can do performance monitoring, system changes, software deployment, and patch management. We can also push scripts. It has a very simple web interface. There are no additional things to do there. Security is also pretty good. It does the same things that the other competitor's tools do. One of the advantages of Ninja is that they have a more capable mobile app, which allows you to see the alerts immediately. I get alerted to major critical issues."
"The policies are probably the most valuable features. They're similar in function to Microsoft group policies where we can have it monitor certain things or push out software on a schedule. I would rate the policies eight out of 10. They're robust, I could monitor most of the things that Windows Performance Monitoring keeps tabs on."
"NinjaOne's best feature is its monitoring."
"It helps us to be able to have visibility into the overall performance of the servers, laptops, and desktops that we are managing currently."
"NinjaOne has a feature where we can create custom scripts that we can run on devices remotely."
"It just works as advertised and serves the purpose for which we got it."
"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."
"There is no notification regarding language upgrades."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"The interface could always be updated and improved."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"The solution needs to be integrated better with Office X5."
"The product could improve its asset management."
"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."
"I want NinjaOne to improve the reports."
"The remote connectivity could be better. It works most of the time, but sometimes, there are issues."
"Lacks sufficient integrations with other PSAs."
"NinjaOne's dashboard could be easier to use."
"The ticketing system in NinjaOne is not the best."
"There was a lot of delay with NinjaOne's ticketing system. For example, when a user creates a ticket and raises an issue, it would take 30 to 40 minutes to appear on the IT side. So the time delay issue is the main point."
"NinjaOne's pricing and user interface needs improvement."
"NinjaOne's reporting module is cumbersome."
JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while NinjaOne is ranked 7th in IT Service Management (ITSM) with 15 reviews. JIRA Service Management is rated 8.2, while NinjaOne is rated 8.0. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of NinjaOne writes "A tool that helps with a lot of configurations and creates automation processes that work perfectly". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas NinjaOne is most compared with Atera, N-able N-central, Microsoft Configuration Manager, LogMeIn Central and ConnectWise Automate. See our JIRA Service Management vs. NinjaOne report.
See our list of best IT Service Management (ITSM) vendors.
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