We performed a comparison between JIRA Service Management and Spiceworks based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The dashboards are nicely laid out."
"The most valuable features of this solution are Incident and Request Management."
"The flow of the reports is good."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"Great to be able to create customized forms."
"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."
"Transparency of the system helps both internal and external persons involved."
"It's easy to understand."
"The solution is very stable. It's reliable and efficient."
"Tickets by e-mail, with actions by hastag."
"The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."
"The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space."
"It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status."
"Spiceworks' dashboard allows you to drill down to the notes, where I can take an inventory of the network and see the devices I need to monitor."
"It was easy to integrate Spiceworks with our existing setup."
"The solution should be more formalized. It could be more user-friendly."
"In-built chat is missing in JIRA Service Management."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"The solution needs to be integrated better with Office X5."
"Cost has prohibited us from switching entirely to this solution."
"SaaS version for large organizations (more than 2000 users) is not available."
"The product could improve its asset management."
"Sometimes, it can be difficult to integrate what you need."
"One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows. For example, in another solution called ServiceDesk by ManageEngine, you can have levels of approval in the event that there is a request for new software, or when someone requests a VPN or WiFi connection. This kind of multi-stage approval feature provided by ServiceDesk does not appear to exist in Spiceworks, and it is one of their main shortcomings for me."
"The GUI must be improved."
"With Spiceworks, like, when I open the websites, I have to Zoom in. I need to zoom in on those websites sometimes because it makes it horrible to use."
"They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application."
"The SNMP sniffer requires a lot of work to get right."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it."
JIRA Service Management is ranked 2nd in Help Desk Software with 36 reviews while Spiceworks is ranked 22nd in Help Desk Software with 5 reviews. JIRA Service Management is rated 8.2, while Spiceworks is rated 7.8. The top reviewer of JIRA Service Management writes "It lets you configure workflows and manage requests; it has a dashboard for monitoring". On the other hand, the top reviewer of Spiceworks writes "Allows for separate accounts for different enterprises, enabling efficient management of computers across various sites and clients". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow, Freshdesk and Pulseway. See our JIRA Service Management vs. Spiceworks report.
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