Jira Service Management vs. Kanban Tool

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Jira Service Management
Score 8.2 out of 10
N/A
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 9.1 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.
$5
per month per user
Pricing
Jira Service ManagementKanban 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
$5
per month per user
Kanban Tool Enterprise
$9
per month per user
Kanban Tool On-Site Team
$600
per year per 10-user pack
Kanban Tool On-Site Enterprise
$1,080
per year per 10-user pack
Offerings
Pricing Offerings
Jira Service ManagementKanban Tool
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Jira Service ManagementKanban Tool
Top Pros
Top Cons
Features
Jira Service ManagementKanban Tool
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Jira Service Management
8.8
76 Ratings
8% above category average
Kanban Tool
-
Ratings
Organize and prioritize service tickets8.975 Ratings00 Ratings
Expert directory9.02 Ratings00 Ratings
Service restoration9.52 Ratings00 Ratings
Self-service tools8.269 Ratings00 Ratings
Subscription-based notifications10.01 Ratings00 Ratings
ITSM collaboration and documentation8.662 Ratings00 Ratings
ITSM reports and dashboards7.463 Ratings00 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 mangement10.01 Ratings00 Ratings
Asset management dashboard10.01 Ratings00 Ratings
Policy and contract enforcement10.01 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Jira Service Management
7.9
70 Ratings
6% below category average
Kanban Tool
-
Ratings
Change requests repository8.464 Ratings00 Ratings
Change calendar6.52 Ratings00 Ratings
Service-level management8.968 Ratings00 Ratings
Project Management
Comparison of Project Management features of Product A and Product B
Jira Service Management
-
Ratings
Kanban Tool
6.6
11 Ratings
14% below category average
Task Management00 Ratings9.911 Ratings
Resource Management00 Ratings6.48 Ratings
Gantt Charts00 Ratings1.03 Ratings
Scheduling00 Ratings7.09 Ratings
Workflow Automation00 Ratings7.79 Ratings
Team Collaboration00 Ratings9.311 Ratings
Support for Agile Methodology00 Ratings7.810 Ratings
Support for Waterfall Methodology00 Ratings3.86 Ratings
Document Management00 Ratings4.77 Ratings
Email integration00 Ratings7.39 Ratings
Mobile Access00 Ratings8.38 Ratings
Timesheet Tracking00 Ratings7.96 Ratings
Change request and Case Management00 Ratings7.67 Ratings
Budget and Expense Management00 Ratings3.04 Ratings
Professional Services Automation
Comparison of Professional Services Automation features of Product A and Product B
Jira Service Management
-
Ratings
Kanban Tool
6.6
5 Ratings
13% below category average
Quotes/estimates00 Ratings7.64 Ratings
Invoicing00 Ratings6.74 Ratings
Project & financial reporting00 Ratings3.04 Ratings
Integration with accounting software00 Ratings9.01 Ratings
Best Alternatives
Jira Service ManagementKanban Tool
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
FunctionFox
FunctionFox
Score 8.3 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
SAP Ruum
SAP Ruum
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.1 out of 10
Quickbase
Quickbase
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Jira Service ManagementKanban Tool
Likelihood to Recommend
8.8
(76 ratings)
9.9
(11 ratings)
Likelihood to Renew
10.0
(1 ratings)
9.1
(2 ratings)
Usability
9.6
(2 ratings)
6.0
(4 ratings)
Support Rating
9.1
(25 ratings)
8.3
(4 ratings)
Implementation Rating
-
(0 ratings)
8.2
(1 ratings)
User Testimonials
Jira Service ManagementKanban Tool
Likelihood to Recommend
Atlassian
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
Read full review
Shore Labs
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.
Read full review
Pros
Atlassian
  • Manageable workflow to ensure all users follow the same process.
  • Can ban boards for easy visual of ticket status.
  • Very flexible tool that can adapt to lots of different uses outside of the traditional service desk model.
  • Added communication tools help you get out of e-mail jail.
Read full review
Shore Labs
  • It provides a good basic overview of where tasks are on a timeline (particularly helpful for a pull-based approach).
  • It provides a good collaborative space to have multiple folks commenting on multiple tasks.
  • It does a good job of managing very basic visual elements of an agile development cycle.
Read full review
Cons
Atlassian
  • 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.
Read full review
Shore Labs
  • 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.
Read full review
Likelihood to Renew
Atlassian
No answers on this topic
Shore Labs
We are more likely than not to renew our use of Kanban. Even with its limits, it still is a good product that fulfills our needs.
Read full review
Usability
Atlassian
I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.
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Shore Labs
Again, this is a strong tool for software teams using Agile that are distributed across multiple geographies. It can be good for co-located teams too, but there are better platforms on the market like JIRA that provide a more built-out story.
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Support Rating
Atlassian
I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.
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Shore Labs
This is the best tool I had a chance to work with- since I started to use it I saved a lot of time and I made my work go smoothly.
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Alternatives Considered
Atlassian
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.
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Shore Labs
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.
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Return on Investment
Atlassian
  • JIRA has been incredibly useful. Our work is more organized and easier to view by the team members as well as upper-level people.
  • Our work is correctly assigned and when there are issues, they can be immediately addressed within the tool.
  • Users can attach screenshots or files of issues that help clarify the ticket. Developers can attach relevant data as well.
Read full review
Shore Labs
  • Better communication and organization of ongoing projects.
  • We are a very small team, with many areas to work on. Having everything in one system gives us a lot of visibility.
  • Greatly reduced costs from using other tools that were much more expensive.
Read full review
ScreenShots

Jira Service Management Screenshots

Screenshot of Drive IT best practices with ITIL-ready templates. Get everything your IT teams need out of the box for service request, incident, problem, and change management.Screenshot of Get an ITIL certified service desk. Everything your IT teams need out-of-the-box for service request, incident, problem, and change management. Jira Service Desk is PinkVERIFY™ certified.Screenshot of Deliver a better service experience. Customers or employees can submit requests with an easy-to-use help center and add Confluence to Jira Service Desk to get an integrated knowledge base. Machine learning intelligently recommends the right service and learns from every interaction, so answers are easy to find.Screenshot of Stay in the loop with developers. y linking Jira Service Desk with Jira Software, IT and developer teams can collaborate on one platform to fix incidents faster and push changes with confidence.Screenshot of Deliver on SLA's. Nail your Service Level Agreements, every time. Your agents get a simple queue so they get the important things done first. Configure and get going in minutes.Screenshot of Automate those repetitive tasks. Is your team stuck in gear with repetitive tasks or missing priority requests? Setup automations so your agents can focus on solving the important stuff and help lighten the workload.

Kanban Tool Screenshots

Screenshot of Visual project management tool - Kanban board from Kanban Tool.Screenshot of The collection of Power-Ups form Kanban ToolScreenshot of Kanban Tool board example, with My Work widget, Recurring and Postponed Tasks visible in the side panel. User's own background selected.Screenshot of Kanban Tool  board example. Default light theme applied.Screenshot of Kanban Tool - an open card view, with comments in the side panel. The choice of what fields show on cards is with the user.Screenshot of Kanban Tool's free Power-Ups  for user's own activation.