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Most Helpful Review
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Find out what your peers are saying about JIRA Service Desk vs. Micro Focus Service Manager and other solutions. Updated: January 2021.
455,301 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
"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."

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"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."

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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."

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"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."

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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."

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"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."

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Questions from the Community
Top Answer: Having the ability to post attachments and easily review documents via an integrated read-only viewer would enhance user productivity and compliance.
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
Top Answer:  It can adapt to any process in the organization.
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 »
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.
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
Compared 28% of the time.
Compared 6% of the time.
Compared 5% 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.

Offer
Learn more about JIRA Service Desk
Learn more about Micro Focus Service Manager
Sample Customers
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canadaresultspositive, 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%
Find out what your peers are saying about JIRA Service Desk vs. Micro Focus Service Manager and other solutions. Updated: January 2021.
455,301 professionals have used our research since 2012.

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.

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.