Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of-the-box for service request, incident, problem and change management. Jira Service Management integrates seamlessly with Jira Software so that IT and development teams can work better together. Users…
$0
per month
Kanban Tool
Score 8.7 out of 10
N/A
Kanban Tool is a visual project management application based on Kanban that helps companies visualize workflow, track project progress, analyze and improve business processes. Some key features include: time tracking and time reports, real-time collaboration and Kaban analytics.
$6
per month per user
Pricing
Jira Service Management
Kanban Tool
Editions & Modules
Free
$0
per month
Standard
$20
per agent/per month
Premium
$40
per agent/per month
Enterprise
Contact sales team
Kanban Tool Team
$6
per month per user
Kanban Tool Enterprise
$11
per month per user
Kanban Tool On-Site Team
$720
per year per 10-user pack
Kanban Tool On-Site Enterprise
$1,320
per year per 10-user pack
Offerings
Pricing Offerings
Jira Service Management
Kanban Tool
Free Trial
Yes
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
Yes
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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More Pricing Information
Community Pulse
Jira Service Management
Kanban Tool
Features
Jira Service Management
Kanban Tool
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Jira Service Management
8.6
79 Ratings
5% above category average
Kanban Tool
-
Ratings
Organize and prioritize service tickets
8.378 Ratings
00 Ratings
Expert directory
9.02 Ratings
00 Ratings
Service restoration
9.52 Ratings
00 Ratings
Self-service tools
8.171 Ratings
00 Ratings
Subscription-based notifications
10.01 Ratings
00 Ratings
ITSM collaboration and documentation
7.565 Ratings
00 Ratings
ITSM reports and dashboards
7.566 Ratings
00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Jira Service Management
10.0
1 Ratings
20% above category average
Kanban Tool
-
Ratings
Configuration mangement
10.01 Ratings
00 Ratings
Asset management dashboard
10.01 Ratings
00 Ratings
Policy and contract enforcement
10.01 Ratings
00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Jira Service Management
7.5
73 Ratings
12% below category average
Kanban Tool
-
Ratings
Change requests repository
7.867 Ratings
00 Ratings
Change calendar
6.52 Ratings
00 Ratings
Service-level management
8.371 Ratings
00 Ratings
Project Management
Comparison of Project Management features of Product A and Product B
Jira Service Management
-
Ratings
Kanban Tool
6.5
13 Ratings
16% below category average
Task Management
00 Ratings
8.713 Ratings
Resource Management
00 Ratings
6.48 Ratings
Gantt Charts
00 Ratings
1.03 Ratings
Scheduling
00 Ratings
6.811 Ratings
Workflow Automation
00 Ratings
7.711 Ratings
Team Collaboration
00 Ratings
6.913 Ratings
Support for Agile Methodology
00 Ratings
7.311 Ratings
Support for Waterfall Methodology
00 Ratings
3.96 Ratings
Document Management
00 Ratings
6.79 Ratings
Email integration
00 Ratings
7.39 Ratings
Mobile Access
00 Ratings
8.610 Ratings
Timesheet Tracking
00 Ratings
8.06 Ratings
Change request and Case Management
00 Ratings
8.28 Ratings
Budget and Expense Management
00 Ratings
3.04 Ratings
Professional Services Automation
Comparison of Professional Services Automation features of Product A and Product B
Great to manage your issues in a clear and centralised way. If your development teams work with Jira, it will all naturally come together. Great way to manage the issues from end to end. - Very flexible if you have people who understands the set up and is able to configure it for your needs - Maybe not the best if you want something with very easy set up
Kanban is well suited for a fast-paced working environment for larger teams who want continuous communication with users. Kanban is good for rapid development and daily meetings for updates and statuses. Kanban is less suited for smaller teams or groups who don't require collaboration and constant communication with involved users. Kanban is time-consuming and it takes additional effort outside of your regular work to maintain and manage the tool.
Ability to control the number of email notifications received (Note: this is a new feature in the Latest release but I personally haven not extensively looked at it and how well it solves the existing problem).
No way to reply to multiple tickets at once, say you got 4 tickets in for the same issue, there is no way you can reply to them in one stroke. Other Ticketing systems do have this ability.
Using a large number of add-ons to customize and add additional features adds up quickly and can become rather expensive.
Request forms are very basic and there is no native dynamic field ability available.
Kanban does not show the task or story clearly. You have to open the project separately to view the details of the project.
Kanban gives a higher level project management view but it lacks customization and personal settings features.
I would like to see Kanban provide mobile access to their tool, data, and board. This would be very useful for all companies and provide an increase in efficiency and productivity.
I have given this rating because, in my opinion, I don't see any downsides of Jira until now. We can customise workflows based on the project needs, including task workflows. Jira is very extensible, which is one of its most important features.
The integration with Teams is well suited. This works wonderful for my company. Our team can easily prioritize tasks based on their importance. It help our team identify and reduce inefficiencies in workflow. With great visibility in data our team can make informed decisions. Ensuring clear accountability and responsibility of team members
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.
When I evaluated Spiceworks, it was not going to be replacing any ticketing systems. However, I did evaluate it and was not extremely impressed by the short demo I did. JIRA was selected because a branch of our company was already using it, so it made sense to consolidate into one service desk solution, and JIRA was the better option since it was less expensive and geared towards being a ticketing system.
We've only tried JIRA Agile and KanbanFlow before. Kanban Tool was the one that our team actually liked and enjoyed working with. Also - it's been much easier to get started with and to understand than some of the other two (JIRA in particular). Although JIRA has many more features that we would have possibly used, the user feedback on it was so poor we were afraid that the negativity would create time wasted and less "job satisfaction" amongst the team.