JIRA Service Desk vs. Micro Focus Service Manager Comparison

JIRA Service Desk

Micro Focus Service Manager

JIRA Service Desk

Read 18 JIRA Service Desk reviews.

8,776 views|7,117 comparisons

Micro Focus Service Manager

Read 4 Micro Focus Service Manager reviews.

2,078 views|1,367 comparisons

Most Helpful Review

MohammadRanjbar

IT Manager at Razi Insurance

The simple user interface helps non-English speaking customers use the software and it is highly customizable

We designed a single page on JIRA and classified it into three parts. One part reports software bugs, another part to report requirements about... Read more »

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Free Report: JIRA Service Desk vs. Micro Focus Service Manager

Find out what your peers are saying about JIRA Service Desk vs. Micro Focus Service Manager and other solutions. Updated: January 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
"The most valuable feature of this solution is that it is user-friendly.""This is a flexible tool for logging and tracking issues efficiently.""This solution has helped us a great deal in project management tracking and forecasting.""What I really like about this solution, is how it manages the queues, the tickets and the routing.""This is the most complete and versatile enterprise task management product and issue tracker.""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.""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." More JIRA Service Desk Pros »	"Its flexibility and ease of customization are its most valuable features.""The design has been revamped in terms of GUI. The current interface is quite easy to read.""It can adapt to any process in the organization.""Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013." More Micro Focus Service Manager Pros »
Cons
"This solution lacks features for project management.""It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)""JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.""I don't think the program is very scalable.""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.""Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.""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." More JIRA Service Desk Cons »	"Their end-user interface and technical support features could be improved.""The solution does not interface well with other products and is difficult to implement.""With the new version moving toward the codeless configuration is good, but it's losing flexibility.""We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system." More Micro Focus Service Manager Cons »

Pricing and Cost Advice

"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.""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.""The pricing is very competitive and I think that it is okay.""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."

More JIRA Service Desk Pricing and Cost Advice »

"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."

More Micro Focus Service Manager Pricing and Cost Advice »

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Questions from the Community
What is your favorite Help Desk Software? Top Answer: JIRA Due to its agility. Read all 3 answers What needs improvement with JIRA Service Desk? Top Answer: Having the ability to post attachments and easily review documents via an integrated read-only viewer would enhance user productivity and compliance. Read all 13 answers What are the differences in purchase and maintenance costs for ServiceNow and JIRA Service Desk? Top Answer: Jira Service desk supports ITIL and gives you many templates for different helpdesk scenarios, allows to creates issues using the email. The implementation of Service Desk is easy and intuitive Read all 6 answers	What do you like most about Micro Focus Service Manager? Top Answer: It can adapt to any process in the organization. Read all 4 answers What needs improvement with Micro Focus Service Manager? Top Answer: The reporting is not very strong. it can be improved. Customers need to combine different data from different sources to the same report, but it's quite difficult to do. You have to do it with many… more » Read all 4 answers What is your primary use case for Micro Focus Service Manager? Top Answer: We implement some modules of this solution for our clients, mostly we did the integrations with the MF PPM. They are a medium-size development that focuses on a particular functionality. Read all 4 answers
Ranking
2nd out of 53 in Help Desk Software Views 8,776 Comparisons 7,117 Reviews 18 Average Words per Review 550 Rating 7.8	21st out of 53 in Help Desk Software Views 2,078 Comparisons 1,367 Reviews 4 Average Words per Review 635 Rating 6.3
Popular Comparisons
ServiceNow vs. JIRA Service Desk Compared 28% of the time. ManageEngine ServiceDesk Plus vs. JIRA Service Desk Compared 18% of the time. BMC Remedyforce vs. JIRA Service Desk Compared 8% of the time. IBM Maximo vs. JIRA Service Desk Compared 6% of the time. Zendesk Guide vs. JIRA Service Desk Compared 5% of the time. See more JIRA Service Desk competitors » + Add more products to compare	ServiceNow vs. Micro Focus Service Manager Compared 59% of the time. BMC Helix ITSM vs. Micro Focus Service Manager Compared 10% of the time. IBM Maximo vs. Micro Focus Service Manager Compared 5% of the time. ManageEngine ServiceDesk Plus vs. Micro Focus Service Manager Compared 5% of the time. IBM SmartCloud Control Desk vs. Micro Focus Service Manager Compared 4% of the time. See more Micro Focus Service Manager competitors » + Add more products to compare
Also Known As
	HPE ITSM, HPE Service Manager
Learn
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.
Offer
Learn more about JIRA Service Desk Learn More	Learn more about Micro Focus Service Manager Learn More
Sample Customers
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada	resultspositive, Globicon
Top Industries
REVIEWERS Computer Software Company38% Retailer25% Transportation Company13% Insurance Company13% VISITORS READING REVIEWS Computer Software Company28% Comms Service Provider21% Government8% Financial Services Firm7%	REVIEWERS Financial Services Firm35% Aerospace/Defense Firm12% Healthcare Company8% Comms Service Provider8% VISITORS READING REVIEWS Computer Software Company39% Comms Service Provider22% Manufacturing Company7% Government6%
Company Size
REVIEWERS Small Business61% Midsize Enterprise13% Large Enterprise26%	REVIEWERS Small Business18% Midsize Enterprise7% Large Enterprise76%

JIRA Service Desk is ranked 2nd in Help Desk Software with 18 reviews while Micro Focus Service Manager is ranked 21st in Help Desk Software with 4 reviews. JIRA Service Desk is rated 7.8, while Micro Focus Service Manager is rated 6.2. 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, BMC Remedyforce, IBM Maximo and Zendesk Guide, whereas Micro Focus Service Manager is most compared with ServiceNow, BMC Helix ITSM, IBM Maximo, ManageEngine ServiceDesk Plus and IBM SmartCloud Control Desk. See our JIRA Service Desk vs. Micro Focus Service Manager report.

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

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Compare JIRA Service Desk vs. Micro Focus Service Manager