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HEAT Service Management vs JIRA Service Management comparison

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Buyer's Guide
Help Desk Software
November 2022
Executive Summary

We performed a comparison between HEAT Service Management and JIRA Service Management based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, Freshworks and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: November 2022).
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657,849 professionals have used our research since 2012.
Featured Review
Use HEAT Service Management?
Vanessa Hodges
Great reporting and customized forms options; lacks capability to see all Jira tickets
The solution has improved company functioning by providing more transparency, in my opinion. Our business is already working out of JIRA, so it... Read more →
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."

More HEAT Service Management Pros →

"A good organizational tool.""Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general.""We have an Agile environment and using Jira makes it easy to adhere to Agile best practices.""The most valuable features of this solution are Incident and Request Management.""I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful.""The initial setup is straightforward.""The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository.""The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."

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Cons
"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."

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"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud.""JIRA Service could benefit from improvements to its voice support.""Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good.""The performance in cloud service management could be improved.""A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity.""The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time.""I think the performance can be better.""The solution needs to be integrated better with Office X5."

More JIRA Service Management Cons →

Pricing and Cost Advice
Information Not Available
  • "Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."
  • "We need a license because we have a higher number than the free part."
  • "The pricing is very competitive and I think that it is okay."
  • "I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."
  • "For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
  • "The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."
  • "Licensing can become quite expensive."
  • "I price of JIRA Service Management is reasonable."

    • More JIRA Service Management Pricing and Cost Advice →

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    Questions from the Community
    What do you like most about HEAT Service Management?
    Top Answer:HEAT Service Management is good for asset and service desk management. It is the focal point for this solution.
    Read all 4 answers   →
    What is your experience regarding pricing and costs for HEAT Service Mana...
    Top Answer:If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or… more »
    What needs improvement with HEAT Service Management?
    Top Answer:There's a lack of integration with other products. This needs to be improved. Technical support needs improvement as well. There's a lack of technicians and resale engineers in our country. The user… more »
    Read all 3 answers   →
    What is your favorite Help Desk Software and why?
    Top Answer:JIRA Due to its agility.
    Read all 10 answers   →
    HIPAA Compliance with JIRA
    Top Answer:Hi,  There are no ITSM  tools that are HIPAA compliant as per my knowledge. The tools need to be tuned and configured to be compliant with Standards for Privacy of Individually Identifiable Health… more »
    Read all 9 answers   →
    What is your experience regarding pricing and costs for JIRA Service Desk?
    Top Answer:Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests… more »
    Read all 11 answers   →
    Ranking
    35th
    out of 58 in Help Desk Software
    Views
    2,337
    Comparisons
    1,025
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    2nd
    out of 58 in Help Desk Software
    Views
    9,717
    Comparisons
    7,579
    Reviews
    41
    Average Words per Review
    489
    Rating
    8.3
    Comparisons
    Also Known As
    JIRA Service Desk
    Learn More
    Ivanti
    Atlassian
    Overview
    HEAT Service Management is a robust, highly flexible IT Service Management (ITSM) application, built on IT best practices that help customers meet the dynamic needs of a growing business and achieve the highest level of service quality, delivery and performance. We offer the best Hybrid IT experience you'll find in the industry, guaranteed.

    JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:

    1. Accelerating the flow of work between IT teams, development teams, and business teams

    2. Empowering teams to deliver their service more quickly

    3. Bringing visibility to their work

    Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.

    JIRA Service Management Features

    JIRA Service Management has many valuable key features. Some of the most useful ones include:

    • Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
    • Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
    • Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
    • Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
    • Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
    • Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
    • Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.

    JIRA Service Management Benefits

    There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:

    • The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.
    • Work is made visible through the open and collaborative JIRA platform.
    • Connect IT and development on a single platform to accelerate workflow.
    • Gain significant ROI with competitive pricing on useful features.
    • Benefit from faster time to value by implementing a full ITSM solution in just a few months.
    • Lower total cost of ownership without expensive ongoing maintenance and upgrades.
    • Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.

    Reviews from Real Users

    JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:

    Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”

    Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”

    Offer
    Learn more about HEAT Service Management
    Learn More
    Learn more about JIRA Service Management
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    Sample Customers
    AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University
    mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
    Top Industries
    VISITORS READING REVIEWS
    Government15%
    Computer Software Company14%
    Comms Service Provider10%
    Healthcare Company8%
    REVIEWERS
    Computer Software Company35%
    Comms Service Provider15%
    Retailer8%
    Transportation Company8%
    VISITORS READING REVIEWS
    Computer Software Company20%
    Comms Service Provider13%
    Government9%
    Financial Services Firm8%
    Company Size
    VISITORS READING REVIEWS
    Small Business22%
    Midsize Enterprise13%
    Large Enterprise65%
    REVIEWERS
    Small Business38%
    Midsize Enterprise30%
    Large Enterprise33%
    VISITORS READING REVIEWS
    Small Business23%
    Midsize Enterprise18%
    Large Enterprise59%
    Buyer's Guide
    Help Desk Software
    November 2022
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    HEAT Service Management is ranked 35th in Help Desk Software with 1 review while JIRA Service Management is ranked 2nd in Help Desk Software with 42 reviews. HEAT Service Management is rated 0.0, while JIRA Service Management is rated 8.2. The top reviewer of HEAT Service Management writes "Effective service desk management, reliable, and scalable". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". HEAT Service Management is most compared with ServiceNow, Cherwell Service Management, BMC Helix ITSM, Agiloft ITSM ITIL Service Desk Suite and SCSM, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, Zendesk Guide and IFS Applications.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.