JIRA Service Management vs Spiceworks comparison

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Executive Summary

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.
To learn more, read our detailed JIRA Service Management vs. Spiceworks Report (Updated: March 2024).
763,955 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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."

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"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 Finding machines that have low memory or low hard disk space.""It lets us know whether devices are getting out of date and tracked warranties.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."

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Cons
"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."

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"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."

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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."
  • "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."
  • More JIRA Service Management Pricing and Cost Advice →

  • "The product is free! Get it now."
  • "It's free."
  • "It might be about $300 annually for a bigger company. If you pay annually, it's better and cheaper."
  • "Seeing that it is a low-cost solution, I would advise you to go ahead with Spiceworks and experiment with it to see if you can get things working properly, especially if you currently don't have any existing service desk software in place."
  • "The tool is cheap."
  • More Spiceworks Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:We use JIRA Service Management for tracking purposes, planning, and execution.
    Top Answer:It is one of the premium products on the market, but it is very costly, especially in the Indian market. Smaller organizations cannot afford it. We pay monthly licensing costs. We only have to pay for… more »
    Top Answer:The solution is easy to use and easy to manage.
    Top Answer:The GUI must be improved. The GUI looks old-fashioned. The vendor must do some web development for it.
    Ranking
    2nd
    out of 59 in Help Desk Software
    Views
    8,100
    Comparisons
    5,654
    Reviews
    36
    Average Words per Review
    550
    Rating
    8.2
    22nd
    out of 59 in Help Desk Software
    Views
    1,233
    Comparisons
    648
    Reviews
    4
    Average Words per Review
    540
    Rating
    7.0
    Comparisons
    Also Known As
    JIRA Service Desk
    Learn More
    Overview

    JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:

    1. Accelerating the flow of work between IT teams, development teams, and business teams

    2. Empowering teams to deliver their service more quickly

    3. Bringing visibility to their work

    Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.

    JIRA Service Management Features

    JIRA Service Management has many valuable key features. Some of the most useful ones include:

    • Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
    • Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
    • Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
    • Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
    • Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
    • Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
    • Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.

    JIRA Service Management Benefits

    There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:

    • The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.
    • Work is made visible through the open and collaborative JIRA platform.
    • Connect IT and development on a single platform to accelerate workflow.
    • Gain significant ROI with competitive pricing on useful features.
    • Benefit from faster time to value by implementing a full ITSM solution in just a few months.
    • Lower total cost of ownership without expensive ongoing maintenance and upgrades.
    • Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.

    Reviews from Real Users

    JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:

    Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”

    Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”

    From network inventory and network monitoring to help desk software, and mobile device management (MDM) to cloud services detection, Spiceworks helps you manage everything about your IT workday from one easy place.
    Sample Customers
    mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
    Broward Center for the Performing Arts, Symantec, Webroot, EMC, Pertino
    Top Industries
    REVIEWERS
    Computer Software Company35%
    Comms Service Provider12%
    Retailer9%
    Transportation Company6%
    VISITORS READING REVIEWS
    Computer Software Company18%
    Financial Services Firm9%
    Government7%
    Manufacturing Company6%
    REVIEWERS
    Manufacturing Company16%
    Construction Company10%
    Educational Organization6%
    Transportation Company6%
    VISITORS READING REVIEWS
    Computer Software Company17%
    Financial Services Firm8%
    Government8%
    Construction Company6%
    Company Size
    REVIEWERS
    Small Business38%
    Midsize Enterprise28%
    Large Enterprise35%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise16%
    Large Enterprise60%
    REVIEWERS
    Small Business50%
    Midsize Enterprise29%
    Large Enterprise21%
    VISITORS READING REVIEWS
    Small Business32%
    Midsize Enterprise19%
    Large Enterprise49%
    Buyer's Guide
    JIRA Service Management vs. Spiceworks
    March 2024
    Find out what your peers are saying about JIRA Service Management vs. Spiceworks and other solutions. Updated: March 2024.
    763,955 professionals have used our research since 2012.

    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.

    See our list of best Help Desk Software 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.