What users are saying about
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Top Rated
297 Ratings
6 Ratings
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Score 9.1 out of 101

Jira Service Desk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
297 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.2 out of 101

Likelihood to Recommend

ManageEngine AssetExplorer

You definitely only want to buy this product if you have the need. I'd say that need starts at about 40 assets. Less than that and you may be wasting your time with a a product that is overkill. We use it for about 1000 assets and it is a lifesaver. I couldn't imagine managing the assets manually.
Steve P profile photo

Jira Service Desk

It could work well as a service desk ticketing system. It is great at building out and managing a specific workflow. Using the workflow Jira can be used to manage any number of development type projects. This allows you to be strict on the steps being followed in development while turning over the management of that process to the developers. That allows for fewer hands-on project management and allows for more of an Agile approach where you focus on impediments and removing roadblocks. It's also a great tool for managers to be able to see everything that is going on without reading through hundreds of emails. Additionally, managers can quickly dive into issues and see the full history of what has gone on with a particular ticket.
No photo available

Feature Rating Comparison

IT Asset Management

ManageEngine AssetExplorer
9.5
Jira Service Desk
Software and hardware inventory tracking
ManageEngine AssetExplorer
9.4
Jira Service Desk
License management
ManageEngine AssetExplorer
9.3
Jira Service Desk
Asset lifecycle monitoring
ManageEngine AssetExplorer
9.4
Jira Service Desk
Contract management
ManageEngine AssetExplorer
9.7
Jira Service Desk
Asset relationship management
ManageEngine AssetExplorer
9.7
Jira Service Desk

Incident and problem management

ManageEngine AssetExplorer
Jira Service Desk
8.8
Organize and prioritize service tickets
ManageEngine AssetExplorer
Jira Service Desk
9.0
Expert directory
ManageEngine AssetExplorer
Jira Service Desk
9.0
Service restoration
ManageEngine AssetExplorer
Jira Service Desk
9.5
Self-service tools
ManageEngine AssetExplorer
Jira Service Desk
8.2
Subscription-based notifications
ManageEngine AssetExplorer
Jira Service Desk
10.0
ITSM collaboration and documentation
ManageEngine AssetExplorer
Jira Service Desk
8.0
ITSM reports and dashboards
ManageEngine AssetExplorer
Jira Service Desk
8.1

ITSM asset management

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

Change management

ManageEngine AssetExplorer
Jira Service Desk
7.6
Change requests repository
ManageEngine AssetExplorer
Jira Service Desk
8.0
Change calendar
ManageEngine AssetExplorer
Jira Service Desk
6.5
Service-level management
ManageEngine AssetExplorer
Jira Service Desk
8.3

Pros

ManageEngine AssetExplorer

  • Track your equipment by model, name, assigned user, serial number, service tag, etc.
  • Report generator in order to have all of the information you need, it can be globally or specify by criteria.
  • It allows us keep two or more sites to identify the location of the IT Assets
  • Get all the software information that is installed on the clients, that allows you to manage the licenses and versions.
Jorge Flores profile photo

Jira Service Desk

  • Highly configurable Notification Scheme, allowing free customization on who receives notifications and when
  • Ability to add extra features through the highly diverse Atlassian Marketplace.
  • Simple and highly customizable ticket interface. The Software can be almost completely branded in every aspect to represent your organization.
  • Integration with Jira Software allows support tickets to be moved into other Log Term projects as necessary.
Gary Smolyak profile photo

Cons

ManageEngine AssetExplorer

  • To my knowledge, there is not a mobile application.
  • The web interface could look a bit more polished, but this is really a minor area of improvement.
Steve P profile photo

Jira Service Desk

  • Some of the built-in functions and workflows are surprisingly limited given the fact that you can customize a lot with JQL. These limited areas do not allow you to use JQL. For instance, the built-in notifications are lacking. They have one that is great-- "notify on critical ticket creation"-- EXCEPT that it does not allow you to notify a group or anything, only individual users.
  • The ticket interface is a little odd for agents. Changing the status is not a simple drop down from unassigned to open to in progress to pending, etc. There are a couple of tabs ("investigate", "pending", "workflow") where you can change the status in different ways. Maybe I am just not used to this way of doing it, but I feel like it could be simplified.
  • It can get complicated deleting/changing some of the out-of-the-box fields and rules, because you never know what will break workflows or other automated/built-in features.
No photo available

Likelihood to Renew

ManageEngine AssetExplorer

No score
No answers yet
No answers on this topic

Jira Service Desk

Jira Service Desk 9.8
Based on 2 answers
I give it this rating because one has to be a creator or a master of tool before he renews it.
No photo available

Support

ManageEngine AssetExplorer

No score
No answers yet
No answers on this topic

Jira Service Desk

Jira Service Desk 9.1
Based on 8 answers
When we have had issues and need assistance, we have received the help we needed. There have been a couple of times I felt the person I talked to knew less then myself which was a little frustrating since they should be the expert. But, in the end, issues were escalated when need and issues were resolved in a timely fashion. JIRA also has great online support to help with issues. Most of the time I find I can resolve an issue without even having to contact support.
No photo available

Alternatives Considered

ManageEngine AssetExplorer

Altiris is very daunting for users that have never worked with it. AssetExplorer was much easier to use for our team that had no experience with asset management.
Christopher Treece, CISSP profile photo

Jira Service Desk

Before JIRA, I used Basecamp to track all projects. We did not have a "ticketing system", but Basecamp served to track any open issues that we needed to be worked on. This was not very effective as Basecamp is not made for this purpose. Switching over to JIRA has been a much better experience. Tickets are not lost, there is accountability across the team.
No photo available

Return on Investment

ManageEngine AssetExplorer

  • This tool reduces much of the human hours used to go get detailed information, so it has paid itself.
  • Limits the number of assets but you can extend it.
  • This software avoids equipment losses since they are assigned to users and it is controlled.
  • You can calculate depreciation and avoid the wrong investment.
Jorge Flores profile photo

Jira Service Desk

  • We would not be very organized as a software company without using JIRA and it would in turn reflect negatively across the entire studio and the products that we release.
  • Almost everyone in our company uses JIRA in one way or another from developers to testers to marketing and every team in between.
  • The only time I have witnessed that JIRA has a negative effect on our objectives is if they suffer a major failure on their part and JIRA is not accessable or usable for a length of time. Thankfully in over 3 years of using JIRA this has only occurred a handful of times.
No photo available

Pricing Details

ManageEngine AssetExplorer

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

ManageEngine AssetExplorer Editions & Modules

Additional Pricing Details

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

Edition
Small Teams$101
Growing teams$202
Large teamsDiscount3
  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

Rating Summary

Likelihood to Recommend

ManageEngine AssetExplorer
8.9
Jira Service Desk
8.6

Likelihood to Renew

ManageEngine AssetExplorer
Jira Service Desk
9.8

Support

ManageEngine AssetExplorer
Jira Service Desk
9.1

Add comparison