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 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 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."
"Incident management and service request management features are the most valuable."
"It is highly configurable with PinkVERIFY status."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"The stability of JIRA Service Management is good."
"The platform is easy to use."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"It scales well."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"Easy to use and user-friendly."
"Transparency of the system helps both internal and external persons involved."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"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."
"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."
"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."
"You must be very technical to configure it."
"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."
"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."
"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 queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."
"There should be better connections with access management. They should improve the connectivity."
"There is room for improvement in support."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
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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