Jira Service Management vs. ManageEngine ServiceDesk Plus

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
ManageEngine ServiceDesk Plus
Score 9.0 out of 10
N/A
ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
$10
Starting Price Per Month
Pricing
Jira Service ManagementManageEngine ServiceDesk Plus
Editions & Modules
Free
$0
per month
Standard
$20
per agent/per month
Premium
$40
per agent/per month
Enterprise
Contact sales team
Standard
$10.00
Starting Price Per Month
Professional
$21.00
Starting Price Per Month
Enterprise
$50.00
Starting Price Per Month
Offerings
Pricing Offerings
Jira Service ManagementManageEngine ServiceDesk Plus
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 ManagementManageEngine ServiceDesk Plus
Considered Both Products
Jira Service Management

No answer on this topic

ManageEngine ServiceDesk Plus
Chose ManageEngine ServiceDesk Plus
Jira Service Management is one of the strongest rival of Manage Engine Service Desk Plus. If we compare, both of them are really good for incident management and workflows. But when time to decide, Manage Engine Service Desk Plus is front of Jira Service Management with a few …
Chose ManageEngine ServiceDesk Plus
We are actually moving away from ServiceDesk Plus to JIRA Service Desk. This is because of the flexibility that JIRA offers versus the more "locked in" fields in ServiceDesk. It also is going to allow us to better customize our requests and track our SLAs on different types of …
Chose ManageEngine ServiceDesk Plus
We use JIRA and Spiceworks in different departments in our company, but neither had the features we were looking for when it comes to end user facing help desk solutions. JIRA is great for our coding/development teams but it doesn't have the ease of use that service desk plus …
Top Pros
Top Cons
Features
Jira Service ManagementManageEngine ServiceDesk Plus
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
ManageEngine ServiceDesk Plus
8.9
19 Ratings
9% above category average
Organize and prioritize service tickets9.075 Ratings10.019 Ratings
Expert directory9.02 Ratings9.012 Ratings
Service restoration9.52 Ratings10.014 Ratings
Self-service tools8.269 Ratings8.017 Ratings
Subscription-based notifications10.01 Ratings9.013 Ratings
ITSM collaboration and documentation8.762 Ratings7.115 Ratings
ITSM reports and dashboards7.563 Ratings8.917 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Jira Service Management
10.0
1 Ratings
21% above category average
ManageEngine ServiceDesk Plus
8.7
14 Ratings
7% above category average
Configuration mangement10.01 Ratings8.013 Ratings
Asset management dashboard10.01 Ratings9.013 Ratings
Policy and contract enforcement10.01 Ratings9.09 Ratings
Change management
Comparison of Change management features of Product A and Product B
Jira Service Management
8.0
70 Ratings
4% below category average
ManageEngine ServiceDesk Plus
9.7
15 Ratings
15% above category average
Change requests repository8.564 Ratings9.014 Ratings
Change calendar6.52 Ratings10.010 Ratings
Service-level management8.968 Ratings10.013 Ratings
Best Alternatives
Jira Service ManagementManageEngine ServiceDesk Plus
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.0 out of 10
Freshservice
Freshservice
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Jira Service ManagementManageEngine ServiceDesk Plus
Likelihood to Recommend
8.8
(76 ratings)
9.0
(19 ratings)
Likelihood to Renew
10.0
(1 ratings)
6.0
(1 ratings)
Usability
9.6
(2 ratings)
8.0
(3 ratings)
Support Rating
8.9
(48 ratings)
9.1
(5 ratings)
User Testimonials
Jira Service ManagementManageEngine ServiceDesk Plus
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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ManageEngine, A Div of Zoho Corporation Pvt Ltd
ServiceDesk Plus is very easy to configure at the start, and then adjust the categories and rules as the implementation is refined. Its greatest strength is the ability to program without requiring a full time administrator. There is very little jargon involved. Reporting not so much. The canned reports are useful but do not always cover some of the basics. Fortunately, the user groups freely share report definitions so one could springboard from something close to your desired result.
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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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ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • Ticket logging for end users, so they can see the progress on their help requests
  • Asset management; it has an agent that can be installed on machines which can then feed back information on installed software, active times, logged on user etc
  • Project management; larger projects can be managed within ManageEngine ServiceDesk as well as end user help tickets, where progress/milestones etc can be recorded
  • Active Directory import of users, so that it automatically updates when users are created/deleted and links their accounts in ManageEngine ServiceDesk with their email address as well to enable email alerts
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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.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • When trying to select the top row ticket, you have to be careful not to select all tickets. Happened to us twice and we assigned all open tickets to one technician. Took a few minutes to correct.
  • Site is sometimes a bit sluggish to respond. Don't know if that is an issue with our network infrastructure or the program itself, though.
  • When users send emails to the help desk, we sometimes experience delays until the tickets appear on the site for the technicians.
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Likelihood to Renew
Atlassian
No answers on this topic
ManageEngine, A Div of Zoho Corporation Pvt Ltd
we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better
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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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ManageEngine, A Div of Zoho Corporation Pvt Ltd
It is still very cumbersome, lots of data entry on the back end to build how we want it but it is still not completely user friendly. Many functions still dont work and contacting someone for help isnt always easy or we get told solutions for issues we have just arent built yet.
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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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ManageEngine, A Div of Zoho Corporation Pvt Ltd
Our network administrator usually gets a good response when contacting ManageEngine ServiceDesk Plus customer service. They are quick to respond and so far have been able to eliminate most of our issues. We have been through several upgrades of the software over the years and have no issues to report in regards to customer service.
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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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ManageEngine, A Div of Zoho Corporation Pvt Ltd
Compared to Cherwell, SDP is much much faster, and easier to deploy, set up, and use. But it does not have automation, and has limited customization. Since it is smaller and easier, it does not require any development effort. On the other hand, it is far more expensive, considering its lower capabilities, and its licensing model is not concurrently based (each technician uses up a license, even if the technician is not actively logged in and using the tool).
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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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ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • ServiceDesk Plus has helped our organization see what issues we face on a more global picture and we are able to take the time and resources to correct them in a timely manner.
  • The only negative part about ServiceDesk Plus is it can become costly when you see and use all the features it has to offer.
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.