We performed a comparison between Ivanti Service Desk [EOL] 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."The tool supports a lot of standard reporting KPIs."
"Incident management and service request management features are the most valuable."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"The initial setup was quite simple; installing just took a few minutes."
"It is highly configurable with PinkVERIFY status."
"Incident management is a valuable feature."
"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."
"The most valuable features are the management tools."
"This is the most complete and versatile enterprise task management product and issue tracker."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"Provides excellent management features."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"The most valuable features of this solution are Incident and Request Management."
"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."
"The interface can be improved. It can be made more interactive for self-service users."
"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"You must be very technical to configure it."
"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"Currently lacks an asset management module that can affect deployment."
"JSM's ability to handle large volumes of emails isn't great."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"I would like to see improvement in the ability to filter completed tasks."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 8 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. Ivanti Service Desk [EOL] is rated 7.6, while JIRA Service Management is rated 8.2. The top reviewer of Ivanti Service Desk [EOL] writes "Scalable but interface can be improved". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". Ivanti Service Desk [EOL] is most compared with ServiceNow, Cherwell Service Management, Freshservice, ManageEngine ServiceDesk Plus and BMC Helix ITSM, 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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