JIRA Service Management vs Splunk On-Call comparison

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Executive Summary

We performed a comparison between JIRA Service Management and Splunk On-Call based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).
To learn more, read our detailed IT Service Management (ITSM) Report (Updated: March 2024).
765,234 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
"Easy to use and user-friendly.""I like the precise ticket management capabilities. JIRA Service Management is easy to use as well.""This solution has helped us a great deal in project management tracking and forecasting.""One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers.""Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs.""We use JIRA Service Management for tracking purposes, planning, and execution.""This is the most complete and versatile enterprise task management product and issue tracker.""Transparency of the system helps both internal and external persons involved."

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"The flexible schedule is the most valuable feature. It was very easy to set out a rotation.""VictorOps has been good enough for us and it's effective for our needs in case of an on-call escalation process.""Transmogrifier and automatic solution report gives me a report with the solution and the way to solve issues when an error occurred.""The alert calling feature is the best because notifications are delivered via phone messages.""The most valuable feature of the solution is helpdesk escalation."

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Cons
"Generally requires the purchase of additional plugins.""Cost has prohibited us from switching entirely to this solution.""Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow.""An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard.""JIRA Service could benefit from improvements to its voice support.""In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems.""At times you will need add-ons or additional software, so built-in features would be helpful.""What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."

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"At that stage, all our needs are fulfilled, but at the beginning, we had some feature requests and they were deployed during their roadmap.""The solution can be improved by including a wider list of permissions.""Should have more YouTube webinars.""The third-party configuration tool could be easier to use.""There could be improvements with communicating an incident or alert."

More Splunk On-Call Cons →

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 price of the solution could be less expensive."
  • More Splunk On-Call Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:JIRA Service Management is a very user-friendly solution.
    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 flexible schedule is the most valuable feature. It was very easy to set out a rotation.
    Top Answer:For alerts, we could choose to get a text message, app notification, or a phone call. The phone calls were very unusable, because it just read a bunch of numbers, like an ID of the alert. If there was… more »
    Top Answer:We used it for on-call rotations. We used it to send alerts for monitoring. We also used it for escalation, so when we actually had an issue, it would find out who to call and call that person. It's… more »
    Ranking
    Views
    6,885
    Comparisons
    4,820
    Reviews
    36
    Average Words per Review
    550
    Rating
    8.2
    Views
    1,092
    Comparisons
    959
    Reviews
    3
    Average Words per Review
    385
    Rating
    9.0
    Comparisons
    Also Known As
    JIRA Service Desk
    VictorOps
    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.”

    Make expensive service outages a thing of the past. Remediate issues faster, reduce on-call burnout and keep your services up and running.
    Identify the person with the right experience and expertise to work on any incident. Plus, streamline on-call schedules and escalations.

    Sample Customers
    mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
    NVIDIA, Cisco, NBC, Rackspace, Intuit, DirectTV, NASCAR, Arrow Electronics, Alliance Health, NetApp, Edmunds, New York Times, Return Path, Sony Playstation, CA Technologies, Sphero, Symantic, HBO, Weatherford, Blackboard, Epic Games
    Top Industries
    REVIEWERS
    Computer Software Company35%
    Comms Service Provider12%
    Retailer9%
    Transportation Company6%
    VISITORS READING REVIEWS
    Computer Software Company18%
    Financial Services Firm9%
    Government7%
    Manufacturing Company6%
    VISITORS READING REVIEWS
    Computer Software Company25%
    Financial Services Firm11%
    Manufacturing Company9%
    Government6%
    Company Size
    REVIEWERS
    Small Business38%
    Midsize Enterprise28%
    Large Enterprise35%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise16%
    Large Enterprise59%
    REVIEWERS
    Midsize Enterprise11%
    Large Enterprise89%
    VISITORS READING REVIEWS
    Small Business13%
    Midsize Enterprise17%
    Large Enterprise70%
    Buyer's Guide
    IT Service Management (ITSM)
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: March 2024.
    765,234 professionals have used our research since 2012.

    JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while Splunk On-Call is ranked 8th in IT Alerting and Incident Management with 10 reviews. JIRA Service Management is rated 8.2, while Splunk On-Call is rated 8.6. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of Splunk On-Call writes "Allows us to create flexible schedules for on-call rotations". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas Splunk On-Call is most compared with PagerDuty Operations Cloud, Opsgenie, New Relic and Everbridge IT Alerting.

    We monitor all IT Service Management (ITSM) 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.