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Top Review
Find out what your peers are saying about ServiceNow, Atera, Atlassian and others in IT Service Management (ITSM). Updated: October 2021.
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Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"It's easy to set up the solution.""Some of the most valuable features are simplicity, ease of configuration, and ease of customization.""The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features.""The most valuable features are the management tools.""One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted.""Easily integrates with other tools.""The simplicity is good for our clients. The price is good.""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."

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"The feature that I have found most valuable in ManageEngine Applications Manager is its dashboard.""ManageEngine Applications Manager maintains the historical data and it's easy for us to analyze the trends and patterns and fix them accordingly.""Its price and the flexibility to deploy are the most valuable. Flexibility is very important, and you can scale from very basic to more complex. This solution is a part of a complete suite of management tools. So, it can be integrated with other solutions for monitoring networks, which is very important. You can expand it or interconnect it with many other tools, which is a powerful feature. We have a very good and long relationship with ManageEngine support guys. They provide very good support for us."

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Cons
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications.""At times you will need add-ons or additional software, so built-in features would be helpful.""From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server.""If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful.""The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient.""Integration could be improved.""There should be better connections with access management. They should improve the connectivity.""The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."

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"The information provided by ManageEngine is not deep-dive like IBM and CA provide.""They could probably rearrange the UI so that it would be easy for people who are new to the Application Manager to configure things.""They can improve the post-processing of the data. AppDynamics has more powerful tools for post-processing or analytics. It has some limitations in more complex environments, but because we are free to use different solutions, we try to find what is best for the customers or the problem we are trying to solve."

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Pricing and Cost Advice
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain.""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.""Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it.""We need a license because we have a higher number than the free part.""The pricing is very competitive and I think that it is okay.""I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version.""For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."

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"The licensing costs for ManageEngine Applications Manager are around $1,200 per year. For additional monitors, you have to pay extra.""Its price is good."

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Questions from the Community
Top Answer: Hi,  There are no ITSM  tools that are HIPAA compliant as per my knowledge. The tools need to be tuned and configured to be compliant with Standards for Privacy of Individually Identifiable Health… more »
Top Answer: 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… more »
Top Answer: Its price and the flexibility to deploy are the most valuable. Flexibility is very important, and you can scale from very basic to more complex. This solution is a part of a complete suite of… more »
Top Answer: They can improve the post-processing of the data. AppDynamics has more powerful tools for post-processing or analytics. It has some limitations in more complex environments, but because we are free to… more »
Ranking
Views
8,639
Comparisons
7,157
Reviews
15
Average Words per Review
567
Rating
8.0
Views
1,203
Comparisons
907
Reviews
2
Average Words per Review
621
Rating
8.5
Comparisons
Also Known As
JIRA Service Desk
Applications Manager
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Overview

Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident, problem, change, and configuration management.

ManageEngine Applications Manager is an enterprise-ready, easy-to-use, affordable application management solution that helps enterprises monitor their mission-critical applications and data centers effectively. It enables you to monitor web applications, web servers, application servers, databases, and systems which are the lifeline of businesses. Its heterogeneous monitoring capability and business centric view helps the IT Team to troubleshoot application performance issues quickly.

Offer
Learn more about JIRA Service Management
Learn more about ManageEngine Applications Manager
Sample Customers
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Certis Europe, Financial Domain, SaaS Office Suite, On Demand TV, Parliament's IT Systems, Sastra Technologies, UniServity
Top Industries
REVIEWERS
Computer Software Company33%
Comms Service Provider20%
Retailer13%
Transportation Company7%
VISITORS READING REVIEWS
Computer Software Company27%
Comms Service Provider21%
Government7%
Financial Services Firm7%
VISITORS READING REVIEWS
Computer Software Company33%
Comms Service Provider12%
Government9%
Insurance Company7%
Company Size
REVIEWERS
Small Business53%
Midsize Enterprise10%
Large Enterprise37%
REVIEWERS
Small Business38%
Midsize Enterprise13%
Large Enterprise50%
Find out what your peers are saying about ServiceNow, Atera, Atlassian and others in IT Service Management (ITSM). Updated: October 2021.
543,089 professionals have used our research since 2012.

JIRA Service Management is ranked 3rd in IT Service Management (ITSM) with 15 reviews while ManageEngine Applications Manager is ranked 20th in Application Performance Management (APM) with 3 reviews. JIRA Service Management is rated 8.0, while ManageEngine Applications Manager 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 ManageEngine Applications Manager writes "Offers a service to monitor each and every specific feature in a server". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Zendesk Guide, PagerDuty and IBM Maximo, whereas ManageEngine Applications Manager is most compared with AppDynamics, Dynatrace, SolarWinds Server and Application Monitor, New Relic APM and BMC TrueSight Operations Management.

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.