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."It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"It scales well."
"The most valuable features are the management tools."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"The most valuable features of this solution are Incident and Request Management."
"Reporting and easy export to Excel spreadsheets."
"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."
"It's easy to set up the solution."
"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."
"The most valuable feature we have found currently is probably patch management."
"The solution's most valuable feature is related to its remote access...I know that NinjaOne's technical support is good."
"It just works as advertised and serves the purpose for which we got it."
"NinjaOne helps us view the status of software patching, whether the PC is locked or unlocked."
"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."
"NinjaOne has a feature where we can create custom scripts that we can run on devices remotely."
"The most relevant feature is the monitoring, which provides built-in tools for sending commands."
"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."
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
"Currently lacks an asset management module that can affect deployment."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"Lacks an interface where the customer can report issues."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"The initial setup is very complex."
"NinjaOne's pricing and user interface needs improvement."
"The remote connectivity could be better. It works most of the time, but sometimes, there are issues."
"It can have more integrations with third-party providers, such as Deep Instinct. They do partner with certain antivirus or remote access tool partners, but they can increase their portfolio to have more choices."
"The reporting is lackluster. NinjaOne is great for maintaining systems, but it's hard to use it to understand the state that systems are in without going in and mining the information myself. I rate the reporting two out of 10."
"The solution could improve by optimizing the internet connection being used."
"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."
"I want NinjaOne to improve the reports."
"Lacks sufficient integrations with other PSAs."
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, ConnectWise Automate and Comodo RMM. See our JIRA Service Management vs. NinjaOne report.
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