JIRA Service Desk vs. Micro Focus Service Manager

JIRA Service Desk is ranked 7th in IT Service Management (ITSM) with 2 reviews vs Micro Focus Service Manager which is ranked 4th in IT Service Management (ITSM) with 17 reviews. The top reviewer of JIRA Service Desk writes "Transparency of the system helps both internal and external persons involved". The top reviewer of Micro Focus Service Manager writes "It's strong, there's no doubt about it. I wouldn't want to go replacing it with any of the other tools. ". JIRA Service Desk is most compared with ServiceNow, Zendesk and BMC Helix Remedy. Micro Focus Service Manager is most compared with ServiceNow, BMC Helix Remedy and JIRA Service Desk. See our JIRA Service Desk vs. Micro Focus Service Manager report.
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Quotes From Members Comparing JIRA Service Desk vs. Micro Focus Service Manager

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
Pros
The automations will really help the company by delegating work the way your company operates.It makes the IT department more transparent and helps the employees.JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening.Transparency of the system helps both internal and external persons involved.​Allows customized processes for our service contracts.Reporting and easy export to Excel spreadsheets.

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It gives us better understanding and control of service management.It's pretty well-structured in modules.It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature.Service Manager gives us a single system where everything is centralized in one base.A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure.It helps to register things, to see the changing parts, and to correlate incidents.Technical support is pretty good.We can have all our requests and incidents registered in one system.

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Cons
In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems.​SaaS version for large organizations (more than 2000 users) is not available.Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS.

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Pure cloud-based native functionality is lacking.It needs good integration with the configuration database, that's lacking at the moment, It's not that good.It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well.The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky.It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases.There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications.I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless.The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months.

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Pricing and Cost Advice
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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Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
305,845 professionals have used our research since 2012.
Ranking
Views
11,608
Comparisons
6,637
Reviews
2
Followers
800
Avg. Rating
10.0
Views
12,301
Comparisons
2,983
Reviews
20
Followers
881
Avg. Rating
7.3
Unranked
In IT Service Management (ITSM)
Top Comparisons
Compared 17% of the time.
Compared 9% of the time.
See more JIRA Service Desk competitors »
See more Micro Focus Service Manager competitors »
Compared 29% of the time.
Also Known As
HPE ITSM, HPE Service Manager
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Atlassian
Micro Focus
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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
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Top Industries
VISITORS READING REVIEWS
Financial Services Firm
24%
Comms Service Provider
12%
Retailer
10%
Media Company
7%
REVIEWERS
Financial Services Firm
33%
Aerospace/Defense Firm
13%
Pharma/Biotech Company
8%
Comms Service Provider
8%
VISITORS READING REVIEWS
Financial Services Firm
31%
Comms Service Provider
9%
Energy/Utilities Company
6%
Retailer
5%
No Data Available
Company Size
VISITORS READING REVIEWS
Small Business
36%
Midsize Enterprise
21%
Large Enterprise
43%
REVIEWERS
Small Business
8%
Midsize Enterprise
8%
Large Enterprise
84%
VISITORS READING REVIEWS
Small Business
20%
Midsize Enterprise
12%
Large Enterprise
68%
No Data Available
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305,845 professionals have used our research since 2012.
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