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."Auditing team uses this solution to track audit findings and follow-up."
"Developing processes is easy and user-friendly."
"Its integration is most valuable. It is pretty open for integration."
"Useful for tracking issues with development."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"Spiceworks is generic and free."
"It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front."
"It's easy to understand."
"Tickets by e-mail, with actions by hastag."
"It was easy to integrate Spiceworks with our existing setup."
"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."
"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."
"The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."
"This solution lacks features for project management."
"I don't think the program is very scalable."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"JSM's ability to handle large volumes of emails isn't great."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"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."
"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."
"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."
"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."
"Having an integrated asset management tool, where I can plug in things that are offline, would be good."
"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 73 reviews while Spiceworks is ranked 16th in Help Desk Software with 47 reviews. JIRA Service Management is rated 8.2, while Spiceworks 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 Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". 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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