We performed a comparison between JIRA Service Management, ServiceNow, and SysAid based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
"JIRA Service Management is a very user-friendly solution."
"Useful for tracking issues with development."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"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."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"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."
"We can keep track of incidences. There is a bucket where we keep all our information, and it enables communication between stakeholders. It helps us collaborate with each other."
"ServiceNow provides quite good insights about what is happening in the organization."
"The solution is stable, scalable and easy to use."
"I find the incident management part to be the most valuable. That's how the service desk tracks tickets."
"There are lots of modules around IT service management such as IT business management and human resource management (HRC)."
"It can scale well if you are managing IT assets."
"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."
"A workflow automation platform that's reliable, performs well, and has good reporting and integration."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."
"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."
"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."
"I would say the overall flexibility of the product is its most valuable feature."
"The solution can scale."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"JIRA Service could benefit from improvements to its voice support."
"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."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"Cost has prohibited us from switching entirely to this solution."
"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."
"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 product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"The setup was time-consuming and required a lot of internal resources."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
"We find it good in general. Obviously, there are areas of improvement for every capability. As they evolve more, if they keep on adding more intelligence into the capabilities, it will improve. The improvement areas are more integration across the landscape and more intelligence for the overall capability of the solution."
"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."
"The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself."
"Integration capabilities can improve."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."
"We would like them to approve the security functionalities, e.g., management security features."
"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."
"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."
"There is a learning curve for the users."
"Currently, SysAid does not have a mobile application."
