We performed a comparison between Agiloft Service Desk Suite, JIRA Service Management, and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Our customer service and productivity have increased in quality and quantity since using this product."
"This solution has helped us a great deal in project management tracking and forecasting."
"It makes the IT department more transparent and helps the employees."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"A good organizational tool."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"Allows customized processes for our service contracts."
"One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."
"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
"It's actually easy to understand."
"ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."
"What I like the most is that it's a common service data model and the fact that everything is available on one platform."
"Being able to have the required information for project management is valuable. I've got multiple people accessing it, and I'm tracking tasks with percentages done. It allows me to have detailed notes and provides the ability to attach documents. I have used a lot of project management solutions, and there were gaps in terms of what was available. ServiceNow has got all the features and functionalities. It is a solid solution. It is also easy to get into and use. It is certainly highly scalable."
"ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support."
"Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data."
"Simplicity of Change Manager."
"The pricing of the product is quite good. It's not too expensive."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"The documentation needs improving, it's difficult to find specific procedures."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"Generally requires the purchase of additional plugins."
"JIRA Service could benefit from improvements to its voice support."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"I don't think the program is very scalable."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"In-built chat is missing in JIRA Service Management."
"Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task."
"They could improve license management, particularly when integrating different applications or toolsets."
"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."
"The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."
"The user interface for accessing assistance sometimes disconnects."
"It's a little expensive compared to other tools."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
"There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great."
Earn 20 points
