Jira Service Management vs. Splunk Enterprise

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
Splunk Enterprise
Score 8.5 out of 10
N/A
Splunk is software for searching, monitoring, and analyzing machine-generated big data, via a web-style interface. It captures, indexes and correlates real-time data in a searchable repository from which it can generate graphs, reports, alerts, dashboards and visualizations.N/A
Pricing
Jira Service ManagementSplunk Enterprise
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 ManagementSplunk Enterprise
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 ManagementSplunk Enterprise
Considered Both Products
Jira Service Management
Chose Jira Service Management
There are other systems that perform well, but we always came back to JIRA. One of the reasons is that it has companion systems like Confluence that can integrate and be used with it. Another reason is JIRA can be molded to be many things, not just project management. For us, …
Chose Jira Service Management
I used to work using Mantis, and RedMine but I found in JIRA a minimalist, modern an easy to use user interface
Splunk Enterprise

No answer on this topic

Top Pros
Top Cons
Features
Jira Service ManagementSplunk Enterprise
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Jira Service Management
8.2
77 Ratings
0% above category average
Splunk Enterprise
-
Ratings
Organize and prioritize service tickets7.576 Ratings00 Ratings
Expert directory9.02 Ratings00 Ratings
Service restoration9.52 Ratings00 Ratings
Self-service tools7.070 Ratings00 Ratings
Subscription-based notifications10.01 Ratings00 Ratings
ITSM collaboration and documentation7.063 Ratings00 Ratings
ITSM reports and dashboards7.564 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
Splunk Enterprise
-
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
7.2
71 Ratings
16% below category average
Splunk Enterprise
-
Ratings
Change requests repository7.565 Ratings00 Ratings
Change calendar6.52 Ratings00 Ratings
Service-level management7.569 Ratings00 Ratings
Security Information and Event Management (SIEM)
Comparison of Security Information and Event Management (SIEM) features of Product A and Product B
Jira Service Management
-
Ratings
Splunk Enterprise
7.2
56 Ratings
8% below category average
Centralized event and log data collection00 Ratings8.055 Ratings
Correlation00 Ratings8.054 Ratings
Event and log normalization/management00 Ratings8.355 Ratings
Deployment flexibility00 Ratings7.150 Ratings
Integration with Identity and Access Management Tools00 Ratings6.551 Ratings
Custom dashboards and workspaces00 Ratings7.056 Ratings
Host and network-based intrusion detection00 Ratings5.539 Ratings
Data integration/API management00 Ratings8.16 Ratings
Behavioral analytics and baselining00 Ratings6.56 Ratings
Rules-based and algorithmic detection thresholds00 Ratings7.66 Ratings
Response orchestration and automation00 Ratings7.05 Ratings
Reporting and compliance management00 Ratings6.96 Ratings
Incident indexing/searching00 Ratings7.47 Ratings
Best Alternatives
Jira Service ManagementSplunk Enterprise
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
AlienVault USM
AlienVault USM
Score 7.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
InsightIDR
InsightIDR
Score 9.3 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.4 out of 10
InsightIDR
InsightIDR
Score 9.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Jira Service ManagementSplunk Enterprise
Likelihood to Recommend
6.8
(78 ratings)
7.7
(73 ratings)
Likelihood to Renew
10.0
(1 ratings)
10.0
(17 ratings)
Usability
8.0
(3 ratings)
8.3
(6 ratings)
Availability
-
(0 ratings)
10.0
(1 ratings)
Support Rating
9.1
(25 ratings)
8.4
(17 ratings)
Online Training
-
(0 ratings)
8.0
(1 ratings)
Implementation Rating
-
(0 ratings)
9.0
(2 ratings)
Product Scalability
-
(0 ratings)
9.1
(1 ratings)
User Testimonials
Jira Service ManagementSplunk Enterprise
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
Splunk
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.
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
Splunk
  • 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
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
Splunk
  • 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.
Read full review
Likelihood to Renew
Atlassian
No answers on this topic
Splunk
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.
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Usability
Atlassian
Jira Service Management tool will serve it's purpose to do what it is meant to be. It has it's own limitataions on few features, however it's the industry standard ticketing tool. All covers all the processes that required to resolve the issues. It has various use cases in incident management, Request management etc.
Read full review
Splunk
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.
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Reliability and Availability
Atlassian
No answers on this topic
Splunk
When properly setup and configured, Splunk is extremely reliable.
Read full review
Support Rating
Atlassian
I gave JIRA a 9 rating since for me JIRA works according to its purpose. Since there is a customer portal, our clients can leave a comment or communicate with us using the PR ticket that way it is easier for us to also request any additional information we need for our investigation.
Read full review
Splunk
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.
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Online Training
Atlassian
No answers on this topic
Splunk
The online course was simple clear and described the main capabilities of the solution. There is also an initial module that can be done for free so anyone can familiarize themselves with the functionality of this solution. On the other hand, however, there could be more free online courses. Maybe even with a certificate, this would broaden the group of people who are familiar with the platform while increasing familiarity with the solution itself.
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Implementation Rating
Atlassian
No answers on this topic
Splunk
Smooth without too many major issues.
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.
Read full review
Splunk
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.
Read full review
Scalability
Atlassian
No answers on this topic
Splunk
Splunk can scale in to the petabyte per day range which of course is awesome
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.
Read full review
Splunk
  • 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.
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.