We performed a comparison between IT Care Center and JIRA Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."We have a lot of automation running from our HR system to IT Care Center. When a ticket has been raised to us, we can notify hiring managers on the status of every employee. We also get notifications in Slack for every ticket opened."
"All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure."
"It provides the ability to view all information relevant to a task. When you open a task, you can see all sub-tasks and the relevant information underneath it. You don't have to search for all the tasks and cases that are relevant to the same issue. The sub-task listing is the most valuable feature of this solution for us. We are also able to create workflows for things such as new hires and purchase requests. We are using it for onboarding new hires in multiple departments, and we are able to create workflows with IT Care Center. We have subsidiaries, and for every subsidiary, we have different rules. It allows us to put the name of the new hire and the computer and software needs for that subsidiary. Around 30% or 40% of our processes are self-service now. We have additional work to do, but we're getting there. I like the flexibility that IT Care Center provides for creating the forms. I can put the fields, values, dropdowns, etc. It makes things much easier, which is another advantage of this solution. When a user opens a ticket, there are certain values that he or she must enter in order for us to solve the ticket faster. For example, a user must enter his or her email. So, I can create a form with all the things that he or she must do, such as provide an email, phone number, etc. These are required fields. A user can't create a ticket without providing that information. So, it saves time and makes the work efficient."
"It also enables us to configure simple forms and flows. The fact that the system is very flexible for adding fields and other forms assists our customer service, as well as myself as the CIO, to easily view my SLAs and KPIs."
"It runs smoothly and all of the components are very easy to work with."
"For a user to open a new ticket, it is very simple. That is an important thing. The system is available for users on the main desktop on their computer, so it is very easy to report tickets. It is very clear. Also, we manage the tickets with rules, according to subject and groups, so they are going to the right person in IT."
"IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient."
"JSM's best feature is the integration with other Jira products."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"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 most valuable feature of this solution is that it is user-friendly."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."
"They should have full integration with SSO services, like Okta, creating a full service solution."
"The UI screens could be a little bit more modern."
"I would like the solution to have a native application for mobile phones. While I have IT Care Center in my mobile, it is not a pure application, like Outlook or Teams."
"Our business is quite interesting because we actually look at our staff based on their productivity. So if a case is created where we want to track the productivity of the user, sometimes we look at how many actual hours they clocked in to solve the case. We realized that it would take quite a lot of hours, which was unusually high. We want to look at how we can measure that against a baseline. For example, every user should resolve the issue within three hours. We want a certain baseline where they have to resolve the issue within certain times and if they don't, I would get alerted."
"There is no global support. With our previous system, we had 24/7 global support. We need much faster support. When I have an issue and raise a ticket, someone should call me back. They can also think about having object-oriented APEX so that the agents can easily create dashboards instead of having to learn the complete APEX language. This is something very important for us. We are using Oracle APEX for creating certain dashboards with KPIs. This is the visual platform that we use to see all the data, and it is very important for us because we get all the BI and data. Currently, we have a vendor who helps us with that because we don't know how to use it ourselves. We want to use it to make more dashboards with more KPIs for every department, but we cannot because we don't have the knowledge. We are very dependent on the vendor and the time he has for us."
"IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient."
"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."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"It is difficult to navigate if you don't have any prior knowledge."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"The interface could always be updated and improved."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"The product could improve its asset management."
"There should be better connections with access management. They should improve the connectivity."
Earn 20 points
IT Care Center is ranked 37th in Help Desk Software while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. IT Care Center is rated 8.6, while JIRA Service Management is rated 8.2. The top reviewer of IT Care Center writes "Easy to use, helping us reduce costs by half". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". IT Care Center is most compared with , whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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