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."Auditing team uses this solution to track audit findings and follow-up."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"Great to be able to create customized forms."
"It makes the IT department more transparent and helps the employees."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"The initial setup is straightforward."
"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"The solution is easy to use and easy to manage."
"It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status."
"Spiceworks is generic and free."
"The most valuable features are the inventory and personalization."
"The solution is very stable. It's reliable and efficient."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"It's easy to understand."
"Spiceworks' dashboard allows you to drill down to the notes, where I can take an inventory of the network and see the devices I need to monitor."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"The performance in cloud service management could be improved."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"This solution lacks features for project management."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"SaaS version for large organizations (more than 2000 users) is not available."
"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."
"It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems."
"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."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"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."
"Sometimes, it can be difficult to integrate what you need."
"Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it."
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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