ManageEngine ServiceDesk Plus vs JIRA Service Management

Asana

monday.com

Zendesk Suite

Freshdesk

SolarWinds Service Desk

ServiceNow

I like ServiceDesk Plus as an ITSM tool and because its modules can be aligned according to its licencing, it helps customers' wallet thin. It has many integration capabilities which is very important for changed customer environments and templates for Incidents/Requests are very customizable according to the needs as well as the Request LifeCycle configs.

Review of ServiceDesk Plus

The tool provides with various features of which we at our company are using only Incident Management & Change Request Feature, there are other various features which are available like Asset management, but since there is no one from support team working or timely feedback taken from customer for improvement the tool is very much under-utilized.

Under Utilization Of Tool And Almost No Support From Vendor

Reduced cost and greater efficiency within the ICT support process.

Great service desk product... Feature rich, easy to use and excellent value for money.

Feature-rich capabilities around incident/problem management as well as service request/project management.  I also like the contract management feature and was impressed at how easy and flexible the inventory management was.

Impressive capabilities

Future rich Support Platform

ME SDPO is probably the best ITSM product I have used in my IT experience so far. It has all the features required, as a single IT professional, but also offer you plenty of expandability, when the team will grow, to easily integrate additional staff into already setup processes.

ManageEngine ServiceDesk Plus Cloud - Best ITSM Platform for the price

We implemented it in a hared service center serving more than 40 legal entities, with approximately 2,000 workstations/users and about 36 technicians. We gradually implemented it and had the chance to streamline processes and customize the solution for our different companies. Integration with email and AD was a great help in setting up the environment with no additional work.

A complete, easy to deploy and use, customizable service management solution

ManageEngine ServiceDesk Plus is not just a help desk software. It is having so many useful functions/tools in-built and helping our organization to improve end user efficacy and motivating them self with  ManageEngine ServiceDesk Plus.

"The Best HelpDesk Managing System"

ServiceDesk Plus brought organization to the chaos that was our ticketing system. 

Good service desk program on the market

Service Desk Plus overall product is good and custom script and trigger function is very useful also release & Change management is useful for every organization. "

Service Desk Plus: A Deep Dive into its Highly Customizable Features

Overall, we've seen our share of good and bad days with SDP.  Keeping up with their constant updates requires a lot of diligence, but the ability to expand the application and the number of other applications they are integrating with works really well for the price.  

A bit separated but getting better

Overall I feel the Service is good, reliable and quick.  The interface for the most part is great and clear.  The system is easy to navigate through and also, very easy to set up if setting up for the first time..

User Experiance

Overall this product is really well made and compared to its competitors is really well priced. 

Great product for its money

Overall this software is a great ticketing system, i would recommend this to my colleagues.

Awesome Ticketing System

It managed service with Manage engine

Works well for us.

Manage Engine Service Desk Plus is awesome. It allows us to combine everything in a single platform. Another cool feature of this software is that it permits customization as per our requirements for better management.

ManageEngine ServiceDesk Plus is an Exceptional software 

Servicedesk got lots of improvements since we started using it in 2014. It’s getting better. 

Servicedesk+

We are able to receive, communicate and resolve incidents in a timely manner and also add knowledge base so users are able to learn how to do certain things themselves and learn how to best log tickets so their issues can be resolved quickly. 

ManageEngine Service Desk Plus - Great helpdesk solution

A helpdesk tool that fits my organization's needs

Easy for tool for in house helpdesk management

Again, this was not a pleasant experience. 

Not impressed

all benefits which you need from a good quality product  required for IT infra monitoring..

Fantastic experience

Great for ticketing and asset management.

ManageEngine Servicedesk Plus

Brings your servicedesk to a new level

Awesome, not only Tech teams are using it.

Jira service management is one of the effective tools for managing and tracking the product's internal progress and reports based on bugs, development, or any other.
It is developed in such a way that we can see past or ongoing requests easily for product planning, and internal updates. It is an easy roadway which removes delays in working management and improves efficiency.

Service Management 

It, product design, marketing - great to combine multitasks with all other departments 

Crutial tool to use with it tasks

La gestion de projet agile simplifiée avec JIRA Service Management

Agile project management made easy with JIRA Service Management

A short summary

Jira Service Management Review

avis partagé 

divided opinion

Jira has reduced my time management problem by allowing me to assign all the hassle work to each individual in a quick and effective way.

Project Management Tools

JIRA Service Management

Perfect solution - for a small to mid-sized or even a large company.

Overall, it’s a good platform for managing IT requests and incidents. Once you get the hang of the setup, it really helps streamline communication and ticket resolution. It’s reliable, but it could definitely be a bit more user-friendly.

Great for IT teams but a bit tricky to get started

My overall experience has been excellent! I’d definitely choose this software over any other similar. 

Excellent tool!

You can take so much value from Jira is used correctly and if the team is well aware on how to use it. We use it on our daily standups and it helps a lot see what other team members are doing and their progress. You can easily spot who has more buffer and who needs a hand. The history feature is also a big plus to see what was changed in the description of the cards. I see this tool is a perfect fit for big companies. 

A great tool that brings visibility, productivity and collaboration to the team

Logiciel de gestion des projets informatiques 

IT project management software

Great ticket management

Selon mon expérience, on a utilisé JIRA dans notre équipe afin d'avoir un système de "tickets" interne afin de faire un suivi de projets et des flux de travail.

JIRA - Meilleur produit pour la gestion des projets

JIRA - Best Product for Project Management

Pros: 
Based on JIRA, which we were already using to manage our development and support teams and projects.
Easily customizable - we were able to quickly add fields (free form, pick list, date/time, etc.) to provide quick value for our Service Desk.
Very easy to configure and modify SLA's
Very easy to enroll and manage users
Turn key Web portal and email integration
Easy to relate SD tickets between Service Desks and to non SD projects such as Software Development
Easy to create processes and workflows to route issues between projects (such as a bug reported in SD that becomes a task for the Development team to repair)
Time Sheet capability via Tempo - we use JIRA to track all time against projects, GL accounts, etc.

There are a few basic Service Desk functions that are NOT available in JIRA such as easy ways to create varying service levels for classes of users; ability to assign tasks to roles rather than individuals, direct access to data for detailed reporting (we use Cloud version and there are some critical fields that are not queryable via the Issues Search, plus there is no way to connect to the database using any other tools.)

Cons
Sometimes serious issues are not handled in a reasonable time frame.  There was an issue with email processing that affected many organizations; it took Atlassian around 4 weeks to repair and it caused a pretty serious impact to us.

JIRA Service Desk - Excellent for our environment

Compare ManageEngine ServiceDesk Plus and JIRA Service Management based on features, pricing, verified reviews, integrations & more. Find out which software is best for your business today.

SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other service providers to effectively manage and connect service requests to IT assets. Code-free customization allows customers to fully deploy a robust ITSM solution within days.

Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and keeps your business in sync. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from various app integrations.

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to manage and troubleshoot IT requests

Access Controls/Permissions

Activity Dashboard

Activity Tracking

Alerts/Escalation

Alerts/Notifications

Analytics

Approval Process Control

Asset Assignment

Asset Lifecycle Management

Asset Tracking

Assignment Management

Audit Management

Audit Trail

Automated Routing

Availability Management

Barcode/Ticket Scanning

Barcoding/RFID

Benchmarking

Billing & Provisioning

Catalog Management

Change Management

Chat/Messaging

Chatbot

Check-in/Check-out

Client Portal

CMDB

Collaboration Tools

Commenting/Notes

Communication Management

Communications Management

Complaint Monitoring

Compliance Management

Compliance Tracking

Configurable Workflow

Configuration Management

Content Library

Contract/License Management

Corrective and Preventive Actions (CAPA)

Cost Tracking

Customer Support

Customizable Branding

Customizable Fields

Customizable Forms

Customizable Reports

Customizable Templates

Dashboard

Dashboard Creation

Data Import/Export

Data Visualization

Depreciation Management

Disposal Management

Document Management

Document Storage

Drag & Drop

Email Alerts

Email Management

Email Templates

Event Logs

Fixed Asset Management

Forms Management

Full Text Search

Help Desk Management

Historical Reporting

Incident Management

Incident Reporting

Inventory Management

Inventory Tracking

Investigation Management

Issue Auditing

Issue Management

Issue Scheduling

Issue Tracking

IT Asset Management

IT Asset Tracking

IT Incident Management

Knowledge Base Management

Knowledge Management

Live Chat

Location Tracking

Macros/Templated Responses

Maintenance Management

Maintenance Scheduling

Mobile Access

Mobile Alerts

Mobile Interface

Monitoring

Multi-Channel Communication

Multi-Language

Multi-Location

Online Forums

Performance Metrics

Pre-built Templates

Prioritization

Problem Management

Procurement Management

Project Management

Projections

Purchase Order Management

QR Codes

ManageEngine ServiceDesk Plus

Android

Linux

Web-based

Windows

iPad

iPhone

Systems Engineer

Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now.

Teamlead IT

This works like a charm and even users with little computerexperience can create tickets. Also the solutions part of servicedesk is awesome.

IT Technical Engineer

It gives the chance to create tickets with greater level of detail and that makes the time to resolution quicker, with less re-opened tickets and increased user satisfaction.

System administrator

User friendly and I am getting what exact output I want. Especially with SDP I just love it the way it is designed and the outputs are just awesome.

Senior Accountant

Remote project management does not work for all platforms. Another disadvantage is that the software needs frequent updates.

ManageEngine ServiceDesk Plus vs JIRA Service Management Comparison

ManageEngine ServiceDesk Plus vs JIRA Service Management Comparison

ManageEngine ServiceDesk Plus

JIRA Service Management

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

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