What users are saying about

Appian

Top Rated
159 Ratings

Jira Service Desk<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>

Top Rated
234 Ratings

Appian

Top Rated
159 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.3 out of 101

Jira Service Desk<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>

Top Rated
234 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.9 out of 101

Add comparison

Likelihood to Recommend

Appian

Appian is very well suited for complex business processes. If implementing using traditional methods is daunting, then Appian would be a good alternative. It follows that simpler business processes would be a breeze. Also, it's well suited for situations where sharing data across processes/applications is likely. There's no need to "integrate" from Appian app to Appian app, so sharing data within the platform is trivial from a technical implementation perspective. Appian may not be as well suited for dealing with very large datasets (tens of thousands of records), it seems too much data may start taxing the system.
No photo available

Jira Service Desk

Jira is a great tool for organizations who already have a well-defined process for tickets/projects.If your organization does not have multiple stakeholders who take part in tickets/projects this tool may not be the best fit.It makes QA much easier since all communication between QA team and developers are in once place (with screenshots, short videos, etc).
Brent Gostkowski profile photo

Feature Rating Comparison

Incident and problem management

Appian
Jira Service Desk
8.8
Organize and prioritize service tickets
Appian
Jira Service Desk
8.8
Expert directory
Appian
Jira Service Desk
9.0
Service restoration
Appian
Jira Service Desk
9.5
Self-service tools
Appian
Jira Service Desk
8.1
Subscription-based notifications
Appian
Jira Service Desk
10.0
ITSM collaboration and documentation
Appian
Jira Service Desk
8.3
ITSM reports and dashboards
Appian
Jira Service Desk
8.2

ITSM asset management

Appian
Jira Service Desk
10.0
Configuration mangement
Appian
Jira Service Desk
10.0
Asset management dashboard
Appian
Jira Service Desk
10.0
Policy and contract enforcement
Appian
Jira Service Desk
10.0

Change management

Appian
Jira Service Desk
7.7
Change requests repository
Appian
Jira Service Desk
8.3
Change calendar
Appian
Jira Service Desk
6.5
Service-level management
Appian
Jira Service Desk
8.5

Pros

  • The team we had to build the prototype (including the consultants from Appian) was fantastic. We implemented the prototype in three short Agile sprints (6 weeks in total), and the resulting prototype was high quality with lots of functionality of excellent quality.
  • Because Appian is a product suite, all the components worked seamlessly together - we had no issues with integration and could focus on the experience for the business customer, the concepts to prove and the problems we were there to solve.
Lynley Johnston profile photo
  • SLA tracking and reporting is really seamless and easy to generate. Our entire team can see where we need to improve and what's working well.
  • Because the backend of Service Desk is JIRA, we can also tie in Kanban boards from our JIRA Software, so we can more easily visualize where tickets are in their lifecycle and quickly triage and escalate.
  • I can easily build custom graphs and reports based on ticket types, categories, or other filterable fields which really help with presenting metrics upstream.
Brian Taylor profile photo

Cons

  • We had such a short timeframe for implementing the prototype that we did not get an opportunity to explore the drag and drop business process modelling functionality - this is available in the Appian product, and would enable low code development, but I can't really comment on how good it is.
Lynley Johnston profile photo
  • Integration with asset management systems is severely lacking out of the box. It frankly fails at being a component of a true CMDB unless you want to pay for third party plugins or write an API call into another application.
  • Smart tracking of emails is also lacking. If a user replies to a generated message it will open a new ticket with the title "Re: Original Ticket Name" which is a pain to manage. Other tools will use the ticket number in the subject line or some other "smarter" way of tracking.
  • Automation can be difficult to build. They're relatively straight forward, but you need to have a good understanding of your business processes in order to ensure that the appropriate fields are set. There's also a relatively limited number of automation tasks you can build into the system.
Brian Taylor profile photo

Likelihood to Renew

Appian9.5
Based on 11 answers
The amount of time and effort that we have spent on our applications with Appian almost guarantees that we will be renewing our licenses. The ROI of Appian has been very benfical
Helmut Arnold profile photo
Jira Service Desk6.0
Based on 1 answer
I give it this rating because one has to be a creator or a master of tool before he renews it.
No photo available

Usability

Appian8.8
Based on 28 answers
Overall I would say Appian is pretty easy to use. The learning curve for building forms and simple processes is short. However, a significant benefit of Appian is its use of business logic. In this case the user will need a deep understanding of logic statements (If, Or, And, etc). Also, to better use the data then a designer should have a good understanding of setting relationships between data points, building DB views and SQL queries. To realize the full power of Appian it does take someone with some development experience a good 6-12 months to be a well-rounded developer/designer. Also, it will help if the person doing the designing has some information architecture, interaction design experience. Knowledge on how organize data, layout forms, establish design patterns, will make the use of the forms easier.
Michael Campbell, PMP,CSM profile photo
No score
No answers yet
No answers on this topic

Support

Appian8.3
Based on 52 answers
We have Appian support here full time who are always helpful and understand both the products and our needs. They help guide the product to help it stay stable.On the odd occasion we need to call Appian themselves, they have always been responsive and genuinely want to help us solve the issue.
No photo available
No score
No answers yet
No answers on this topic

In-Person Training

Appian9.0
Based on 1 answer
As analyst I participated in a developer boot camp. At times it was hard to keep up but most of the time it made sense. Trainer took the time to explain and slowed pace down to answer questions etc.
No photo available
No score
No answers yet
No answers on this topic

Online Training

Appian10.0
Based on 1 answer
Really great training platform. Very visual and easy to use.
No photo available
No score
No answers yet
No answers on this topic

Alternatives Considered

We were attracted to Appian for the following reasons:- industry leader for business process management systems- ease of use- low development platform- ability to build once and deploy to different environments- the availability of a java API enables us to interface with our online systems- simple to use and provides a common application to make adoption easier and reduce training requirements.
No photo available
We evaluated Remedy's ServiceNow as well as a few homegrown solutions (in SharePoint and in JIRA Software), and found that Service Desk's integration into the rest of the Atlassian suite of products was the best selling point. We already were licensing a number of Atlassian products, and being able to add a Service Desk that pulls from those sources automatically and without much configuration was great. ServiceNow is a very robust tool that checked a lot of our boxes, but it came down to price and integration for us.
Brian Taylor profile photo

Return on Investment

  • Although I don't have direct access to ROI assessment, I feel if projects are managed well, Appian has the ability to deliver applications / deliverables quick enough to ensure quick ROI.
Kaisar Hossain (MBA PMP, 6 Sigma, Scurm/ profile photo
  • JIRA licensing can be confusing, especially considering the jump in cost from $10 for a small/test team to $1,700 for the next user tier. But from an ROI perspective, we've reduced the number of man hours chasing and tracking emails and through SLA reporting have increased productivity and response times, which has more than captured the ROI.
  • Providing users with a ticketing portal that has automated Tier 0 support drove down our help desk calls and freed up our resources for other higher skilled tasks.
  • We demoed the cloud version of Service Desk and found that overall, the cost would be higher, and the feature set would be lower. It didn't provide the same level of customization, while over the lifetime of the product would have cost us significantly more.
Brian Taylor profile photo

Pricing Details

Appian

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Appian Editions & Modules
Appian
Additional Pricing Details

Appian More Information

Jira Service Desk

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Jira Service Desk Editions & Modules
Jira Service Desk
Edition
Small Teams
$101
Growing teams
$202
Large teams
Discount3
1. per agent for up to 3 agents
2. per agent per month for 4-15 agents
3. per agent for 16+ agents
Additional Pricing Details
View the pricing calculator for 16+ agents here: https://www.atlassian.com/software/jira/service-desk/pricing/upcoming#pricing-calculator

Jira Service Desk More Information