Most Helpful Review
Find out what your peers are saying about JIRA Service Desk vs. Micro Focus Service Manager and other solutions. Updated: January 2019.
316,375 professionals have used our research since 2012.
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
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.
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.
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.
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.
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.
Information Not Available
out of 34 in IT Service Management (ITSM)
out of 34 in IT Service Management (ITSM)
Compared 26% of the time.
Compared 8% of the time.
Compared 7% of the time.
Compared 59% of the time.
Compared 13% of the time.
Compared 5% of the time.
Also Known As
|HPE ITSM, HPE Service Manager|
|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.
Learn more about JIRA Service Desk
Learn more about Micro Focus Service Manager
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