Jira Service Management vs. Splunk Enterprise

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

Pros: Splunk is very well suited if you have multiple log sources of related data. All of them can be correlated and tasks can be automated based on the requirement. Other than alerts, Splunk can also run a specific script of your choice, based on some defined conditions. Cons: If you have a few logs but a large number of log sources, Splunk can be very expensive.

Incentivized

• 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.

Incentivized

• Real-time + Scheduled alerts - i-e you can set up alerts which are actively monitoring your logs
• Pretty good response time for search results. With our key/value logging, Splunk makes it blazing fast to query the data.
• Dashboards provide insights into historical data
• Love how Splunk indexes all of the data and provides keys to search on

Incentivized

• 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.

Incentivized

• At times some queries can run slowly if indices are not on a portion of the query you use.
• Setup time initially can be difficult if your logs aren't stored in common locations or in a common way to write the log.
• Ability to ingest logs from different locations without having to change code to put logs in a certain place (pro and con).
• Searches can be a bit more difficult to look through if your log isn't pulled in a manner that is easy to read through splunk.

Incentivized

We are using Splunk extensively in our projects and we have recently upgraded to Splunk version 6.0 which is quite efficient and giving expected results. We keep track of updates and new features Splunk introduces periodically and try to introduce those features in our day to day activities for improvement in our reporting system and other tasks.

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.

You can literally throw in a single word into Splunk and it will pull back all instances of that word across all of your logs for the time span you select (provided you have permission to see that data). We have several users who have taken a few of the free courses from Splunk that are able to pull data out of it everyday with little help at all.

Incentivized

When properly setup and configured, Splunk is extremely reliable.

Incentivized

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.

Incentivized

Splunk maintains a well resourced support system that has been consistent since we purchased the product. They help out in a timely manner and provide expert level information as needed. We typically open cases online and communicate when possible via e-mail and are able to resolve most issues with that method.

Incentivized

Smooth without too many major issues.

Incentivized

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.

Incentivized

I wanted to learn a new language that I can quickly master and implement. Splunk is easy, fun to use and best of all, it can be developed in hours not days or weeks. Splunk is fundamentally a programming language that is minimal but yet powerful enough to collect, analyze and visualize data.

Incentivized

Splunk can scale in to the petabyte per day range which of course is awesome

• 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.

Incentivized

• Overall very positive. It has provided visibility to what is going on within our network.
• One drawback is the time it takes to get up to speed with the application, but this is up to the user, and Splunk education is excellent.
• In my field, IT Security, there are few other friends to have in your back pocket better than Splunk. They are just that good.

Incentivized