We performed a comparison between JIRA Service Management and ManageEngine SupportCenter Plus based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Provides excellent management features."
"Easily integrates with other tools."
"The most valuable features are the management tools."
"The platform is easy to use."
"We get software developed faster."
"JSM's best feature is the integration with other Jira products."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"We have found the reporting in this product to be very useful."
"The most valuable features are the ITIL compliance and billing."
"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."
"The product is very scalable and stable when used as a help desk once it is built out."
"Jira Service Management should be more user-friendly."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"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."
"I would like to see improvement in the ability to filter completed tasks."
"The solution should be more formalized. It could be more user-friendly."
"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."
"The deployment can be a bit complex, especially for those who are not technical."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"The product is very difficult to use and configure and requires specialists."
"I would like to see some kind of project management or portfolio management in a future version."
"The business model for the company is to sell low and charge for customization, education or expertise."
"The tech support is terrible and that seems to be a part of their business plan."
"There is no cloud-based version and it would be helpful if it were available."
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JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while ManageEngine SupportCenter Plus is ranked 32nd in Help Desk Software. JIRA Service Management is rated 8.2, while ManageEngine SupportCenter Plus is rated 7.8. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of ManageEngine SupportCenter Plus writes "A product that is everything you need once it is developed but it is extremely difficult to work with". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas ManageEngine SupportCenter Plus is most compared with ManageEngine ServiceDesk Plus, Zoho Desk and Dameware Remote Support.
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