Compare JIRA Service Desk vs. Micro Focus Service Manager

JIRA Service Desk is ranked 2nd in IT Service Management (ITSM) with 11 reviews while Micro Focus Service Manager is ranked 13th in IT Service Management (ITSM) with 4 reviews. JIRA Service Desk is rated 8.0, while Micro Focus Service Manager is rated 7.0. The top reviewer of JIRA Service Desk writes "An excellent solution for tracking customer service issues and tracking technical support issues". On the other hand, the top reviewer of Micro Focus Service Manager writes "A better GUI in place but still not user friendly and quite complex to implement". JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus and BMC Helix ITSM, whereas Micro Focus Service Manager is most compared with ServiceNow, BMC Helix ITSM and JIRA Service Desk.
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Most Helpful Review
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: January 2020.
397,983 professionals have used our research since 2012.
Quotes From Members

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

Pros
JIRA helps integrate Kanban Board features and for this reason what it does it does well.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.The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well.I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances.The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems.This is the most complete and versatile enterprise task management product and issue tracker.What I really like about this solution, is how it manages the queues, the tickets and the routing.This solution has helped us a great deal in project management tracking and forecasting.

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It can adapt to any process in the organization.The design has been revamped in terms of GUI. The current interface is quite easy to read.Its flexibility and ease of customization are its most valuable features.It gives us better understanding and control of service management.

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Cons
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.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.The solution should be more formalized. It could be more user-friendly.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.Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install.I don't think the program is very scalable.JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.

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With the new version moving toward the codeless configuration is good, but it's losing flexibility.The solution does not interface well with other products and is difficult to implement.Their end-user interface and technical support features could be improved.Pure cloud-based native functionality is lacking.

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Pricing and Cost Advice
Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran.Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective.JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent.Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users.Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning.I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise.

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Ranking
Views
8,061
Comparisons
6,462
Reviews
11
Average Words per Review
613
Avg. Rating
7.9
Views
2,421
Comparisons
1,399
Reviews
4
Average Words per Review
511
Avg. Rating
7.0
Top Comparisons
Compared 27% of the time.
Compared 7% of the time.
Also Known As
HPE ITSM, HPE Service Manager
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Atlassian
Micro Focus
Overview
JIRA Service Desk is service management software that connects IT to your business through fast, accountable resolution of customer requests. Built on Atlassians JIRA workflow engine, JIRA Service Desk offers a collaborative, agile platform and knowledge base thats low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience. Redefine what IT means for your business with JIRA Service Desk.

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

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Sample Customers
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canadaresultspositive, Globicon
Top Industries
VISITORS READING REVIEWS
Software R&D Company24%
Comms Service Provider19%
Media Company10%
Government8%
REVIEWERS
Financial Services Firm32%
Aerospace/Defense Firm12%
Healthcare Company8%
Government8%
VISITORS READING REVIEWS
Software R&D Company39%
Comms Service Provider18%
Manufacturing Company14%
Newspaper12%
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: January 2020.
397,983 professionals have used our research since 2012.
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