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SolarWinds Service Desk vs JIRA Service Management Comparison
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Overview
SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other service...
Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira...
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
Pricing
Starting from
19
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
Starting from
0
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
User reviews
Pros
Pros
Cons
Cons
Key features
- Total features95
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Approval Process Control
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Auto-Responders
- Automated Routing
- Availability Management
- Backlog Management
- Barcoding/RFID
- Bug/Issue Capture
- CMDB
- CRM
- Call Center Management
- Capacity Management
- Categorization/Grouping
- Change Management
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Compliance Management
- Compliance Tracking
- Configuration Management
- Contact Database
- Contract Drafting
- Contract/License Management
- Cost Tracking
- Customer Complaint Tracking
- Customer History
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Mapping
- Device Auto Discovery
- Document Management
- Document Storage
- Drag & Drop
- Email Alerts
- Email Management
- Email Templates
- Event Triggered Actions
- Feedback Management
- For IT Project Management
- Full Text Search
- Help Desk Management
- IT Asset Management
- IT Reporting
- Incident Management
- Inventory Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- License Management
- Live Chat
- Location Tracking
- Maintenance Management
- Maintenance Scheduling
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Language
- Network Monitoring
- Online Forums
- Patch Management
- Performance Metrics
- Prioritization
- Problem Management
- Procurement Management
- Project Management
- Project Tracking
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-Time Chat
- Real-time Updates
- Recurring Issues
- Relationship Mapping
- Release Management
- Remote Access/Control
- Remote Monitoring & Management
- Reporting & Statistics
- Reporting/Analytics
- Requisition Management
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- Scheduled / Automated Reports
- Search/Filter
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Single Sign On
- Social Media Integration
- Status Tracking
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Tagging
- Task Management
- Text Editing
- Third Party Integrations
- Time & Expense Tracking
- Widgets
- Workflow Configuration
- Workflow Management
- Total features105
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Approval Process Control
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Auto-Responders
- Automated Routing
- Availability Management
- Backlog Management
- Barcoding/RFID
- Bug/Issue Capture
- CMDB
- CRM
- Call Center Management
- Capacity Management
- Categorization/Grouping
- Change Management
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Compliance Management
- Compliance Tracking
- Configuration Management
- Contact Database
- Contract Drafting
- Contract/License Management
- Cost Tracking
- Customer Complaint Tracking
- Customer History
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Mapping
- Device Auto Discovery
- Document Management
- Document Storage
- Drag & Drop
- Email Alerts
- Email Management
- Email Templates
- Event Triggered Actions
- Feedback Management
- For IT Project Management
- Full Text Search
- Help Desk Management
- IT Asset Management
- IT Reporting
- Incident Management
- Inventory Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- License Management
- Live Chat
- Location Tracking
- Maintenance Management
- Maintenance Scheduling
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Language
- Network Monitoring
- Online Forums
- Patch Management
- Performance Metrics
- Prioritization
- Problem Management
- Procurement Management
- Project Management
- Project Tracking
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-Time Chat
- Real-time Updates
- Recurring Issues
- Relationship Mapping
- Release Management
- Remote Access/Control
- Remote Monitoring & Management
- Reporting & Statistics
- Reporting/Analytics
- Requisition Management
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- Scheduled / Automated Reports
- Search/Filter
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Single Sign On
- Social Media Integration
- Status Tracking
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Tagging
- Task Management
- Text Editing
- Third Party Integrations
- Time & Expense Tracking
- Widgets
- Workflow Configuration
- Workflow Management
Integrations
- Total integrations39
- Bitbucket
- Datadog
- Dropbox Business
- GitHub
- GitLab
- Google Drive
- Jenkins
- Jira
- Microsoft 365
- Microsoft Azure
- NetSuite
- PagerDuty
- Salesforce Sales Cloud
- ServiceNow
- Shopify
- Slack
- Trello
- Zapier
- Zendesk
- Total integrations124
- Bitbucket
- Datadog
- Dropbox Business
- GitHub
- GitLab
- Google Drive
- Jenkins
- Jira
- Microsoft 365
- Microsoft Azure
- NetSuite
- PagerDuty
- Salesforce Sales Cloud
- ServiceNow
- Shopify
- Slack
- Trello
- Zapier
- Zendesk
Alternatives
Explore similar apps
User reviews that mention these apps
Anonymous Reviewer
Verified reviewer
Mental Health Care, 1,001-5,000 employees
Used daily for 1-2 years
Review source
Share this review:
SolarWinds allowed us to be more collaborative in our incident management solutions and do analysis on what issues we experienced most and allowed us to come up with solutions to prevent some things from becoming major issues.
The ease of use was the best part. It was easy to set up users, make bucket queues for sections and move tickets to other sections as needed. Some systems I've worked with you couldn't move tickets to other queues is they were misrouted.
Our module was super basic and support for it was nonexistent. It was one of the biggest reasons for us switching to JIRA for service desk/incident management.
Elizabeth J.
Nonprofit Organization Management, 51-200 employees
Used daily for 1-2 years
Review source
Share this review:
Easy to configure and get set up. Love the agent on our computers so we get real-time insights on our assets. Everyone we've worked with at Samanage has been responsive and helpful. We started with the asset management, and now are about to expand to the service desk which looks like it has some awesome features we plan to utilize right away like workflows and Jira integration. Wish the reporting was more robust so we could automate any report we want, but we're still able to get at what we need through saved lists/searches.
Samanage agent to track assets, Jira integration for service desk
Reporting. We couldn't set up the reports any way we wanted so currently have to manually go in weekly/monthly to pull the data we want from lists instead. I wish we could customize the reports and set up the schedules to eliminate the manual steps.
Anonymous Reviewer
Verified reviewer
E-Learning, 201-500 employees
Review source
Share this review:
Samanage is great for asset management, service desk use and benchmarking.
Asset management and service desk/catalogue.
None to note so far, Samanage constantly work with their community to add functionality where they see fit.
Andrew C.
Verified reviewer
Financial Services, 51-200 employees
Used daily for 6-12 months
Review source
Share this review:
We utilize this as our master repository for IT Operations.
Integrated service desk, issue tracking, inventory (software and hardware) management, and change management.
It's pretty complex. I would really like to see better end-user / admin training available to fully capitalize on all the features.
John C.
Primary/Secondary Education,
Review source
Share this review:
I like the easy-to-use interface, built-in asset management, and low price.
No project management or native iPad support. It also doesn't have a public-facing Service Catalog; you must log in before seeing it.
Jodie K.
Higher Education, 501-1,000 employees
Used daily for 2+ years
Review source
Share this review:
SolarWinds Service Desk is an intuitive, robust and dependable service management platform. It is cloud based (big plus) and continually has new feature/functionality roll outs.
The mobile app could use some work, it is a little cumbersome from a technician's stand point.
Jon B.
Hospital & Health Care, 201-500 employees
Used daily for less than 6 months
Review source
Share this review:
We have a comprehensive service and inventory management solution at a very reasonable cost.
The product is simple to deploy, administer, and the user interface is excellent. There are many competitors, but few offer the same value and functionality.
A Business Associate Agreement should be included at all subscription levels if required for compliance, and not offered only the highest subscription level.
Raj S.
Management Consulting,
Review source
Share this review:
Outstanding product in virtually almost every way. From UI, customer service, updates to the system, work flow, asset management.
There is so much it can do it may take a bit of ramp up time to up to full potential speed but it is a straight forward working product right out of the box as well.
Henry U.
Oil & Energy, 201-500 employees
Used daily for 6-12 months
Review source
Share this review:
The most granular are where Samanage stands out from the crowd is in its Dashboard and the array of reports that it generates. Upon login, the Dashboard is where users are automatically placed. It provide users with immediate inside into what's going on across the organization. Another feature I like in Samanage is its single sign-on functionality. Many of contenders failed to support this capability...
Contains most needed features. Includes ITIL service management tools. Offers asset tracking and more reports than other help desk solutions
A lot of features but some seem unnecessary.
Sergey L.
Construction, 501-1,000 employees
Used daily for 2+ years
Review source
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I like how everything ties into one interface. Change requests, incidents, asset management, service requests, problem management, knowledgebase. It makes it very easy to link and reference these items as well. The user interface is clean and easy to use.
I dislike the software management portion of this solution. It is next to useless if you need to manage software licenses or counts.
Anonymous Reviewer
Verified reviewer
Banking, 501-1,000 employees
Used daily for less than 6 months
Review source