We performed a comparison between JIRA Service Management and NinjaOne based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"Allows customized processes for our service contracts."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"The flow of the reports is good."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"The policies are probably the most valuable features. They're similar in function to Microsoft group policies where we can have it monitor certain things or push out software on a schedule. I would rate the policies eight out of 10. They're robust, I could monitor most of the things that Windows Performance Monitoring keeps tabs on."
"We can use it for remote monitoring, and it also works great as a troubleshooting tool. We are able to open up a command line or a PowerShell session remotely without having to disrupt the user. They have a limited network device monitoring capability, but for workstation servers, we have the event logs. We can do performance monitoring, system changes, software deployment, and patch management. We can also push scripts. It has a very simple web interface. There are no additional things to do there. Security is also pretty good. It does the same things that the other competitor's tools do. One of the advantages of Ninja is that they have a more capable mobile app, which allows you to see the alerts immediately. I get alerted to major critical issues."
"The installation is easy, it only took two minutes."
"Good at managing updates and for remote support."
"It helps us to be able to have visibility into the overall performance of the servers, laptops, and desktops that we are managing currently."
"The most important aspect of this tool is the security it provides our company."
"NinjaOne's best feature is its monitoring."
"The most relevant feature is the monitoring, which provides built-in tools for sending commands."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"I'd like to update the dashboard so that more features are available."
"There should be better connections with access management. They should improve the connectivity."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"Integration could be improved."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"The solution could improve by optimizing the internet connection being used."
"Lacks sufficient integrations with other PSAs."
"I would like to see more scripts for PowerShell commands."
"NinjaOne's dashboard could be easier to use."
"NinjaOne's reporting module is cumbersome."
"The ticketing system in NinjaOne is not the best."
"The reporting is lackluster. NinjaOne is great for maintaining systems, but it's hard to use it to understand the state that systems are in without going in and mining the information myself. I rate the reporting two out of 10."
"There was a lot of delay with NinjaOne's ticketing system. For example, when a user creates a ticket and raises an issue, it would take 30 to 40 minutes to appear on the IT side. So the time delay issue is the main point."
JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while NinjaOne is ranked 7th in IT Service Management (ITSM) with 15 reviews. JIRA Service Management is rated 8.2, while NinjaOne is rated 8.0. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of NinjaOne writes "A tool that helps with a lot of configurations and creates automation processes that work perfectly". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud, whereas NinjaOne is most compared with Atera, N-able N-central, Microsoft Configuration Manager, LogMeIn Central and ConnectWise Automate. See our JIRA Service Management vs. NinjaOne report.
See our list of best IT Service Management (ITSM) vendors.
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