Jira Service Management vs. N-able N-central

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Jira Service Management
Score 8.1 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
N-able N-central
Score 7.2 out of 10
N/A
MSPs and IT professionals use N-able™ N-central® to monitor and manage devices and complex networks remotely. N-central provides visibility and efficiency as the user's needs scale. N-central can help users: 1. Proactively monitor everything on a customer network—not just servers and workstations—and troubleshoot. 2. Stay on top of threats with features like MFA, antivirus, integrated endpoint detection and response, data backup, disk encryption, email protection,…N/A
Pricing
Jira Service ManagementN-able N-central
Editions & Modules
Free
$0
per month
Standard
$20
per agent/per month
Premium
$40
per agent/per month
Enterprise
Contact sales team
No answers on this topic
Offerings
Pricing Offerings
Jira Service ManagementN-able N-central
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Jira Service ManagementN-able N-central
Top Pros
Top Cons
Features
Jira Service ManagementN-able N-central
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Jira Service Management
8.2
75 Ratings
0% above category average
N-able N-central
-
Ratings
Organize and prioritize service tickets8.374 Ratings00 Ratings
Expert directory9.02 Ratings00 Ratings
Service restoration9.52 Ratings00 Ratings
Self-service tools7.268 Ratings00 Ratings
Subscription-based notifications10.01 Ratings00 Ratings
ITSM collaboration and documentation7.861 Ratings00 Ratings
ITSM reports and dashboards5.862 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
N-able N-central
-
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
7.3
69 Ratings
14% below category average
N-able N-central
-
Ratings
Change requests repository7.363 Ratings00 Ratings
Change calendar6.52 Ratings00 Ratings
Service-level management8.267 Ratings00 Ratings
Monitoring Tasks
Comparison of Monitoring Tasks features of Product A and Product B
Jira Service Management
-
Ratings
N-able N-central
5.9
3 Ratings
21% below category average
Remote monitoring00 Ratings5.43 Ratings
Network device monitoring00 Ratings5.03 Ratings
Management Tasks
Comparison of Management Tasks features of Product A and Product B
Jira Service Management
-
Ratings
N-able N-central
6.0
4 Ratings
18% below category average
Patch Management00 Ratings6.04 Ratings
Best Alternatives
Jira Service ManagementN-able N-central
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
NinjaOne
NinjaOne
Score 9.1 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
NinjaOne
NinjaOne
Score 9.1 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.2 out of 10

No answers on this topic

All AlternativesView all alternativesView all alternatives
User Ratings
Jira Service ManagementN-able N-central
Likelihood to Recommend
5.9
(76 ratings)
5.0
(22 ratings)
Likelihood to Renew
10.0
(1 ratings)
9.1
(2 ratings)
Usability
9.6
(2 ratings)
2.0
(4 ratings)
Support Rating
9.1
(25 ratings)
1.0
(8 ratings)
Implementation Rating
-
(0 ratings)
8.4
(2 ratings)
User Testimonials
Jira Service ManagementN-able N-central
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
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N-able
In my opinion, N-able N-central is a good "learn your lesson and move onto something better" tool. I've used many RMM tools over the years and I feel that this one is slow, does a terrible job with reporting, alerting, monitoring, software deployments, etc. The ability to turn on services like AV, backup, etc easily is cute, but you're not going to be able to use your own tools with this easily. In my experience, if you do turn those tools on for testing during the trial, you'll be charged later (despite it being a trial). They also turn off your ability to monitor these increased costs or to turn them off yourself. As a company, I found that they were impossible to work with. The sales team is right there if you want to buy something - but if you need anything other than to buy something, in my experience, they take days or weeks to navigate. I found that they are not a terribly ethical company and are more concerned with making a few dollars than creating a partnerships with MSPs. I can see value is in the advertised price of $99 for a hundred endpoints. However, you need to remember to not trial any other tools (like AV, backup, etc).
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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
N-able
  • Remote tasks - entry-level techs can run basic tasks without physically touching a piece of equipment.
  • Remote support - remote controlling user devices is easy and saves a lot of time with having to initiate a remote session.
  • Management of devices, particularly patch management and anti-virus management - you can automatically approve and deploy patches and schedule automatic AV scans.
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
N-able
  • Expensive software
  • The support team are terrible
  • Sales team will promise the world to get you over the line
  • Subscription management is tedious
  • Old software with very little development and the support team will not provide any further information on this - no roadmap
  • Integrations galore - but none of them are effective
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Likelihood to Renew
Atlassian
No answers on this topic
N-able
Overall we have liked our solar winds experience, however, as our company has grown to support larger enterprises, this product does not have the functionality that our teams need in order to fully support them. The lack of granularity with backups and lack of ability to support nutanix environments is slowly drawing us into the use of other tools.
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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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N-able
The user interface is fairly straight forward, with logic groupings for objects. I did not deploy this software, but am one of the daily administrators. Once you get the correct agent package (Which can be a challenge) the integration into AD is not bad. The UI could be more customized, but that may have been a design choice.
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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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N-able
Every time we have reached out to SolarWinds they are quick to respond, even offering support chat 24/7. Their support team is great and works with you to find solutions to issues. They have taken items we had issues with before and used those to create updates so that the issue is handled better in the future.
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Implementation Rating
Atlassian
No answers on this topic
N-able
Make sure if you your using a vm you follow the instructions for provisioning to the letter or it will be starting from square one
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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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N-able
Our version of SolarWinds was old and running on old hardware, but it was way easier to setup and do things with. It did not do everything N-able does such as patch management, or at least we didn't have a module to do so if one existed. However it definitely seemed easier to use and possibly more stable.
Read full review
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.
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N-able
  • Reduced time to manage and support servers and endpoints.
  • Provides support dept with more accurate information to assess and resolve issues quicker and more efficiently.
  • The subscription cost associated with N-central, to our clients has a good profit margin for us.
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.

N-able N-central Screenshots

Screenshot of N-able N-central DashboardScreenshot of Remote desktop access with Take Control