Compare Ivanti Service Desk vs. JIRA Service Management

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Top Review
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: September 2021.
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Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"Incident management and service request management features are the most valuable."

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"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers.""JIRA helps integrate Kanban Board features and for this reason what it does it does well.""It's easy to set up the solution.""Some of the most valuable features are simplicity, ease of configuration, and ease of customization.""The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features.""The most valuable features are the management tools.""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.""Easily integrates with other tools."

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Cons
"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."

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"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard.""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.""JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications.""At times you will need add-ons or additional software, so built-in features would be helpful.""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.""If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful.""The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient.""Integration could be improved."

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Pricing and Cost Advice
Information Not Available
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.""It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain.""We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet.""The pricing is free for us because we are an associate partner for the product.""Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it.""We need a license because we have a higher number than the free part.""The pricing is very competitive and I think that it is okay.""I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."

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Questions from the Community
Top Answer: Incident management and service request management features are the most valuable.
Top Answer: The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly… more »
Top Answer: We use it to manage our help desk.
Top Answer: 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… more »
Top Answer: Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests… more »
Ranking
25th
out of 55 in Help Desk Software
Views
290
Comparisons
217
Reviews
1
Average Words per Review
331
Rating
8.0
2nd
out of 55 in Help Desk Software
Views
8,520
Comparisons
7,027
Reviews
20
Average Words per Review
616
Rating
7.9
Comparisons
Also Known As
JIRA Service Desk
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Overview

Deliver outstanding IT support services to employees and customers.

Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident, problem, change, and configuration management.

Offer
Learn more about Ivanti Service Desk
Learn more about JIRA Service Management
Sample Customers
MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Top Industries
VISITORS READING REVIEWS
Computer Software Company27%
Comms Service Provider22%
Financial Services Firm6%
Insurance Company5%
REVIEWERS
Computer Software Company36%
Retailer14%
Comms Service Provider14%
Transportation Company7%
VISITORS READING REVIEWS
Computer Software Company27%
Comms Service Provider22%
Financial Services Firm7%
Government7%
Company Size
No Data Available
REVIEWERS
Small Business57%
Midsize Enterprise11%
Large Enterprise32%
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: September 2021.
534,226 professionals have used our research since 2012.

Ivanti Service Desk is ranked 25th in Help Desk Software with 1 review while JIRA Service Management is ranked 2nd in Help Desk Software with 15 reviews. Ivanti Service Desk is rated 8.0, while JIRA Service Management is rated 7.8. The top reviewer of Ivanti Service Desk writes "Good stability, good scalability, and useful for incident management and service request management". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". Ivanti Service Desk is most compared with ServiceNow, Cherwell Service Management and Agiloft ITSM ITIL Service Desk Suite, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Zendesk Guide, IBM Maximo and PagerDuty.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.