89 Ratings
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Score 8.2 out of 100
29 Ratings
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Score 7 out of 100

Likelihood to Recommend

Atlassian Jira Align (formerly AgileCraft)

The Atlassian Jira Align (formerly AgileCraft) tools help keep our scrum teams moving in the right direction. It gives Sr. Executives visibility into the progress of our digital transformation efforts. It provides information to our program manager to create the necessary artifacts to justify continued funding of our initiatives. It also supports the SAFe framework, along with some others. And the Atlassian Jira Align (formerly AgileCraft) tools provide integration to other tools that we use in our portfolio.
Gene Baker | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

I would recommend this product to anyone looking for an ITSM solution. Overall the team is very easy to work with and the solution is on par with others in the market. We have no complaints about the product and we are scaling it to meet our growing needs.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Project Management

Atlassian Jira Align (formerly AgileCraft)
7.8
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Task Management
Atlassian Jira Align (formerly AgileCraft)
8.9
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Resource Management
Atlassian Jira Align (formerly AgileCraft)
7.4
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Gantt Charts
Atlassian Jira Align (formerly AgileCraft)
6.8
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Scheduling
Atlassian Jira Align (formerly AgileCraft)
8.3
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Workflow Automation
Atlassian Jira Align (formerly AgileCraft)
8.6
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Team Collaboration
Atlassian Jira Align (formerly AgileCraft)
8.4
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Support for Agile Methodology
Atlassian Jira Align (formerly AgileCraft)
9.2
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Support for Waterfall Methodology
Atlassian Jira Align (formerly AgileCraft)
8.5
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Document Management
Atlassian Jira Align (formerly AgileCraft)
6.7
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Email integration
Atlassian Jira Align (formerly AgileCraft)
7.1
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Mobile Access
Atlassian Jira Align (formerly AgileCraft)
5.7
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Timesheet Tracking
Atlassian Jira Align (formerly AgileCraft)
6.8
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Change request and Case Management
Atlassian Jira Align (formerly AgileCraft)
8.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Budget and Expense Management
Atlassian Jira Align (formerly AgileCraft)
8.1
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Professional Services Automation

Atlassian Jira Align (formerly AgileCraft)
7.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Quotes/estimates
Atlassian Jira Align (formerly AgileCraft)
7.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Invoicing
Atlassian Jira Align (formerly AgileCraft)
6.5
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Project & financial reporting
Atlassian Jira Align (formerly AgileCraft)
7.3
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Integration with accounting software
Atlassian Jira Align (formerly AgileCraft)
7.2
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Incident and problem management

Atlassian Jira Align (formerly AgileCraft)
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.5
Organize and prioritize service tickets
Atlassian Jira Align (formerly AgileCraft)
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.2
Expert directory
Atlassian Jira Align (formerly AgileCraft)
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.9
Service restoration
Atlassian Jira Align (formerly AgileCraft)
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.9
Self-service tools
Atlassian Jira Align (formerly AgileCraft)
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
5.1
Subscription-based notifications
Atlassian Jira Align (formerly AgileCraft)
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.2
ITSM collaboration and documentation
Atlassian Jira Align (formerly AgileCraft)
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.4
ITSM reports and dashboards
Atlassian Jira Align (formerly AgileCraft)
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.4

ITSM asset management

Atlassian Jira Align (formerly AgileCraft)
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
4.0
Configuration mangement
Atlassian Jira Align (formerly AgileCraft)
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
6.6
Asset management dashboard
Atlassian Jira Align (formerly AgileCraft)
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
3.7
Policy and contract enforcement
Atlassian Jira Align (formerly AgileCraft)
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
1.8

Change management

Atlassian Jira Align (formerly AgileCraft)
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.1
Change requests repository
Atlassian Jira Align (formerly AgileCraft)
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.2
Change calendar
Atlassian Jira Align (formerly AgileCraft)
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.5
Service-level management
Atlassian Jira Align (formerly AgileCraft)
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.5

Pros

Atlassian Jira Align (formerly AgileCraft)

  • Effective Sprint planning : Sprint planning can be done using Planning Poker in AgileCraft by clicking Team > Manage > Other > Estimation Games very effectively for distributed teams.
  • Team Capacity Allocation Report: After tasks are created at team or program level, the report from AgileCraft cab be pulled and can be verified that no team member is under or over allocated. A report can be generated by navigating to Team > Manage > Assign Tasks.
  • Effective Requirement trace-ability: To maintain requirements trace-ability follow the steps below:
  • Upload test cases against the story/requirement. once uploaded test cases will be visible under that story
  • Execute Test cases in AgileCraft and mark them as Pass/Fail based on the actual outcome
  • Based on test results, The acceptance criterion's can be marked as “Pass” or “Fail” & if marked failed corresponding defect can be logged & can be attached with the story
  • So against each story we can easily see whether all test cases been executed or not & which acceptance criterion's are failed & how many defects are in open or close state.
  • Daily Scrum: In AgileCraft, the option to run a daily stand-up is available from Team > Manage > Daily Standups. Selecting the sprint number opens the daily stand-up meeting window in which each team member's tasks are visible and hours can be burned against them. Conduct Scrum meetings in AgileCraft, and burn each associate hour against the tasks created during the meeting. The burn-down chart can be generated & viewed during the stand-up to check whether the team is on track.
Sourav Singla ,Safe Agilist, CSP,  ICP-ACC, CSM, CSPO, SSM, LSSG | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

  • One of the best things that Service Desk does is integrate seamlessly with our Endpoint Manager and Asset Managing
  • Reporting is fantastic
  • Email communication is always seamless
Jason Koslowski | TrustRadius Reviewer

Cons

Atlassian Jira Align (formerly AgileCraft)

  • The initial ticket creation screen lacks some important features, such as assigning "point values" (a measure of effort needed for the ticket).
  • The browser needs to be manually refreshed to see new tickets, which can make things confusing when several people in a meeting are simultaneously creating tickets.
  • The interface on some smaller portions of the software are sometimes difficult to understand.
Ryan McGarry | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

  • Interface could use a facelift
  • Communicate with users from tickets
  • When all task have been completed the option to close the ticket should be available, or it just hangs out there
Anonymous | TrustRadius Reviewer

Support Rating

Atlassian Jira Align (formerly AgileCraft)

Atlassian Jira Align (formerly AgileCraft) 7.8
Based on 14 answers
Overall support from Jira team is good. It comes at an additional price but it is very efficient. There are no long wait times, you get a dedicated team to look into your issues. The support is available throughout the year and they keep a record of your issues. Overall we are very satisfied with the support they have provided us over the years, it has been very effective for the price that we pay.
Prathamesh Muzumdar | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) 9.1
Based on 1 answer
Support system is very good. I believe they have done an excellent job supporting our questions
Anonymous | TrustRadius Reviewer

Alternatives Considered

Atlassian Jira Align (formerly AgileCraft)

I would prefer to use Jira over ServiceNow or Rally. Not only am I most comfortable with Jira, but I think most teams are due to its historical use. Jira's workflow capabilities, although complex, really allow for a lot of customization that is sometimes needed for extremely technical products and product workflows. For our internal teams, Jira really allows for real-time communication and issue tracking, and again, although sometimes complex to build out, the dashboards that can be created to track projects, tasks, and issues you own or are watching, is definitely more advanced than any others that I have used outside of Jira.
Rebekah Ryan, PMP | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

We selected LANDesk because of ease of use and also because it was easy to modify according to our needs.
Anonymous | TrustRadius Reviewer

Return on Investment

Atlassian Jira Align (formerly AgileCraft)

  • It has positively impacted our tech teams, allowing them to better organize the tasks and items they are working on and has greatly improved their ability to communicate & review these tasks with other teams.
  • I believe it negatively impacted other departments as lengthy training was required by many associates to attempt using the tool, only to find out it didn't meet our needs, therefore much time was wasted.
Anonymous | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

  • Our Help Desk agents have been able to streamline the incident process and we were able to create template for common types of calls like lock-outs and password resets. This has saved the help desk a ton of time and helps resolve customer issues more quickly
  • The change management module allowed us to completely transform our process. It is now simple and intuitive to enter a change and have it approved and worked.
  • The CMDB module has allowed us to begin tracking our assets in one place and seeing how they relate to each other. This is something that was not available prior and it has streamlined our organization.
Anonymous | TrustRadius Reviewer

Pricing Details

Atlassian Jira Align (formerly AgileCraft)

General

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

Atlassian Jira Align (formerly AgileCraft) Editions & Modules

Edition
Starting Price$27,000.001
Maximum Price$3,987,600.001
  1. Per Year
Additional Pricing Details

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

General

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

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Atlassian Jira Align (formerly AgileCraft)
8.2
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.0

Support Rating

Atlassian Jira Align (formerly AgileCraft)
7.8
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
9.1

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