Jira Service Management vs. PTC Windchill RV&S

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
PTC Windchill RV&S
Score 8.3 out of 10
N/A
PTC Windchill RV&S (formerly Integrity Lifecycle Manager of the Integrity suite) is an MBSE (model-based systems engineering) suite. The former Integrity suite contains an Asset Library which supports systems-of-systems approach to design (i.e. linking models into higher-level models that subsume them), a Process Director which is designed to articulate, manage and improve the design process, and a Modeler for visualizing and controlling the product design process. The Integrity suite is…N/A
Pricing
Jira Service ManagementPTC Windchill RV&S
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 ManagementPTC Windchill RV&S
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 ManagementPTC Windchill RV&S
Top Pros
Top Cons
Features
Jira Service ManagementPTC Windchill RV&S
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
PTC Windchill RV&S
-
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
PTC Windchill RV&S
-
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
PTC Windchill RV&S
-
Ratings
Change requests repository7.363 Ratings00 Ratings
Change calendar6.52 Ratings00 Ratings
Service-level management8.267 Ratings00 Ratings
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Jira Service ManagementPTC Windchill RV&S
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Score 9.0 out of 10
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Score 8.9 out of 10
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Score 8.9 out of 10
Enterprises
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Score 9.2 out of 10
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User Ratings
Jira Service ManagementPTC Windchill RV&S
Likelihood to Recommend
5.9
(76 ratings)
9.0
(16 ratings)
Likelihood to Renew
10.0
(1 ratings)
8.7
(10 ratings)
Usability
9.6
(2 ratings)
8.0
(2 ratings)
Availability
-
(0 ratings)
9.0
(1 ratings)
Support Rating
9.1
(25 ratings)
9.8
(2 ratings)
Implementation Rating
-
(0 ratings)
9.0
(1 ratings)
User Testimonials
Jira Service ManagementPTC Windchill RV&S
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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PTC
PTC Integrity is an excellent source code management and version control tool, and I would suggest anyone to use it for that purpose. We can even define our workflows using individual forms for implementing Change Management, Defect Management and Access management requests. If properly used, this tool is great for managing our code for very long periods, considering my 4-5 years of usage. Though the UI could be better, and integration with some application servers could be better implemented, this tool is a good tool.
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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.
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PTC
  • Helps to advance carefully through complicated and delicate process hives.
  • Improve thereby our time-to-market knowledge transfers along our portfolio.
  • Enhances the performances of single step in processes as well as the processes.
  • Allows for unprecedented overview in broads and in depths.
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
PTC
  • It can be overwhelming with the number of tabs, functions and ways to achieve the same result. The average user may struggle with learning the tool.
  • The text editing in Integrity is weak and does not provide many options. Because of this, many user decide to use MS word instead, to document requirements.
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Likelihood to Renew
Atlassian
No answers on this topic
PTC
I do not make decisions on what tool my company uses. I am just the user of the tool and such decisions are not handled by me. If I were to make such decisions, I would definitely renew MKS, considering the amount of data we have stored in MKS and the current number of users who are familiar with the system
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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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PTC
PTC Integrity comparatively could be considered a nice Source code management, Version controlling tool and could be compared with tools like StarTeam. If the integration to move/migrate code could be integrated into this tool, it would become an extremely powerful tool.
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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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PTC
PTC Integrity administration can be somewhat daunting. They have been able to help with every question that I have submitted. Their support website is very easy to understand and submit questions and their phone support is wonderful
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Implementation Rating
Atlassian
No answers on this topic
PTC
I wasn't involved in implementation.
Read full review
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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PTC
I think the reason that PTC Integrity was initially chosen is that it was the best product available in the mix at the time. This coupled with the PTC deal on multiple products was a no brainer based on the size and scope of potential users.
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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.
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PTC
  • MKS Integrity has proved to be particularly useful in the software development process by increasing employee effieciency
  • MKS integrity has also made software development a very efficient process and makes feature releases and bug fixing a lot easier
  • In addition to the above, our organization has been able to support manufacturing easily by reverting to a previous software version in case of an emergency.
  • It has also led to faster time to market for new products.
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.