ManageEngine AssetExplorer vs. Jira Service Management

The purchase order module can be very useful if you put a process in place. It is miles ahead of using a spreadsheet or something simple to do purchase orders and track spending. It can be good to keep track of equipment and software you have in house. However it is imperative you have dedicated staff and processes in place to maximize the utility of the software else it can become a white elephant if not implemented properly as it is a complex piece of software that does many things.

Incentivized

I think using a ticketing system is very easy to use and allows multiple teams to create help desks in the same portal. In terms of internal usage, I think this is a great option. However, suppose you're trying to keep internal items and external helpdesks in the same instance. In that case, this is not ideal, as there is no effective way to separate the two instances to protect internal data better.

Incentivized

• The asset discovery across the network is great.
• The periodic scanning and updating of asset status is super valuable.
• The software discovery is outstanding. Receiving list of installed software helps greatly with license compliance.

Incentivized

• Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
• Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
• Allow multiple different entry points and work flows for as many different needs your teams / company have

• You can fill the database and link it.
• You can also add assets that aren't connected with the offline script, I would prefer to get a .exe but this import XML works well.
• All is handled via the web, I would prefer a GUI standalone client.

Incentivized

• Navigating through issues outside of a kan ban board can be confusing and task heavy.
• It's easy to clutter up the tool. It could use some easy clean up capabilities.
• User interface is decent, but could use work to make it more intuitive.

Incentivized

If you're used to other tools in the Atlassian ecosystem, you'll feel right at home with JSM. It's also a platform that technical folk can easily pick up. However, I wouldn't recommend using JSM as a company's first jumping off point into Atlassian. There are a lot of other 'newer' tools that provide sleeker ITSM systems at a similar cost.

Incentivized

It is not a perfect solution. I don't believe it is the best software for some of the components it offers but I do like and appreciate what it does offer. It offers complexity and a range of features for a company to take advantage of if planned and implemented properly.

Incentivized

I gave JIRA a 9 rating since for me JIRA works according to its purpose. Since there is a customer portal, our clients can leave a comment or communicate with us using the PR ticket that way it is easier for us to also request any additional information we need for our investigation.

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.

Incentivized

Zendesk is a similar ticketing system that our organization used before JIRA Service Desk. The main drawback of Zendesk was that it can only be used as a cloud service. This means that our company data would be living on the internet at the hands of their security team. Another drawback of this is the price is significantly more expensive rather than hosting it yourself. Zendesk does have some additional features such as commenting on multiple tickets at once that JSD does lack. However, switching to JSD was significantly more cost effective because we have the ability and the infrastructure to host our own ticketing system, something that Zendesk could not provide. Ultimatley switching to JSD saved us money and allows the ability for integration with all of the other Atlassian Suite products that we use on a day to day basis.

Incentivized

• Allow us to stay in compliance with licensing requirements. We usually have just the right amount of licenses +2 or 3. We don't have to guess on where we are.
• Allows us identify older assets and proactively replace them. Reduces downtime.
• No negative impacts I can think of.

Incentivized

• It is definitely cheaper than Salesforce
• It allows the IT service desk to be more organized and respond more quickly to tickets, which can save time for both agent and requester.
• Some things are "not quite there" developmentally, so this means that internal IT will need to spend more time developing and testing the product.

Incentivized