JIRA Service Management Alternatives and Competitors

Get our free report covering ServiceNow, ManageEngine, Zendesk, and other competitors of JIRA Service Management. Updated: June 2021.
522,946 professionals have used our research since 2012.

Read reviews of JIRA Service Management alternatives and competitors

JM
Manager at a computer software company with 501-1,000 employees
Real User
Top 5
Stable, easy to install, and cost effective, but it needs better integration and data management

What is our primary use case?

We are using it as a technical support incident management for our external customers. We use it internally to track for incident management. We use it for the customer portal and reporting.

Pros and Cons

  • "The two most valuable features are the portal and reporting."
  • "It needs better integration with other tools like Jira."

What other advice do I have?

It's a very cost-effective solution, but it's not robust. If the price is a concern, this is a good tool. If you're looking for more functionality, it's not a great tool. You get what you pay for. Again, it's a good tool but it's limited. It has limited integration functionality and it has limited reporting, but I don't think it advertises itself to be anything more than it is. It's a lower-cost product, and it does what it says it will do. I would rate this solution a seven out of ten.
Mykola Shved
Head of Global IT Delivery at Acino Pharma AG
Real User
Top 10
Offers a complete set of features and allows us to set up different service functions in the same platform

What is our primary use case?

I have only used its demo version for evaluation. We haven't yet implemented it. I have been playing with ServiceDesk Plus for incident management, service request management, and some change request workflows. There is also a CMDB, which seems to be quite good.

Pros and Cons

  • "CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
  • "Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."

What other advice do I have?

I would rate ManageEngine ServiceDesk Plus an eight out of ten.
TS
IT Administrator / Help Desk Platform at Inter cars
Real User
Stable with a straightforward setup, but overall quite expensive

What is our primary use case?

We primarily use the solution for incident and change management.

Pros and Cons

  • "The in-service catalog is quite useful."
  • "The cost of this solution is too high, which is why we're leaving."

What other advice do I have?

We're using an older version of the solution. It's my understanding that in the 17.2 version there is a completely different customer portal. I would recommend the solution, even though we are leaving it behind. I know another big company in Poland, which is an insurance company. They use this product and they've upgraded to the latest version. They have good knowledge and good experience with this product and they are using also the CMDB and the knowledge database, which is more of the product than we use. They are quite satisfied with the results they get from it. I'd rate the solution seven…
AR
Senior Application Support Engineer at a tech services company with 51-200 employees
Real User
Top 10Leaderboard
Fast, stable, and easy to use

What is our primary use case?

I'm in support and I'm using it basically for incident management and things like that.

Pros and Cons

  • "It's very convenient to use."
  • "They have something called Zendesk Explore, which isn't as good as what they had in place previously."

What other advice do I have?

We are just customers and end-users. We aren't partners with Zendesk and we don't have a business relationship with them. I'd rate the solution at an eight out of ten. Largely, we have been happy with its capabilities. I'd recommend the solution, especially if a company is considering a choice between this and TOPdesk. TOPdesk is somewhat inferior and Zendesk is a better choice.
CS
Head of Market Analytics at a tech services company with 501-1,000 employees
Real User
Scalable and stable but could be more user-friendly

What is our primary use case?

We primarily use the solution for service desk requests, in order to track service desk requests and to know who's asking what and track these requests.

Pros and Cons

  • "You can scale the solution."
  • "It's too complicated and there are too many options."

What other advice do I have?

I'm not sure if we're using an on-premises or cloud deployment. I'm not sure which version of the solution we're using. At this point, I'm not sure if I would recommend the solution at I don't have enough personal experience with it. I'd rate the solution at a six out of ten.
Get our free report covering ServiceNow, ManageEngine, Zendesk, and other competitors of JIRA Service Management. Updated: June 2021.
522,946 professionals have used our research since 2012.