JIRA Service Management and ManageEngine SupportCenter Plus are two prominent players in IT service management solutions. JIRA Service Management has the advantage with superior integration capabilities and system robustness, while ManageEngine SupportCenter Plus is recognized for its comprehensive feature set that offers significant value for its cost.
Features: JIRA Service Management excels with advanced integration capabilities with Atlassian products, a robust incident management system, and agile project management features. ManageEngine SupportCenter Plus stands out with multi-channel support, SLA management, and extensive reporting tools that cater to varied service management needs.
Room for Improvement: JIRA Service Management can improve by simplifying its initial setup requirements and reducing the complexity of its user interface for new users. Additionally, enhancing its inbuilt reporting capabilities could offer more insights. ManageEngine SupportCenter Plus could benefit from enhancing its mobile application performance and providing more frequent updates. Streamlining complex configurations could also improve its usability.
Ease of Deployment and Customer Service: ManageEngine SupportCenter Plus offers seamless deployment with extensive customization suitable for specific IT infrastructures. It is complemented by strong customer service that provides comprehensive support resources. In contrast, JIRA Service Management features a straightforward cloud deployment option but may require more initial configuration. It benefits from robust community support for issue resolution.
Pricing and ROI: JIRA Service Management involves significant initial costs due to its scalable cloud solutions, but these costs are often justified by long-term integration benefits and ROI. ManageEngine SupportCenter Plus is perceived as more affordable with a comprehensive feature set that offers value despite a longer ROI path. It provides an initial cost advantage but may not match JIRA’s long-term functional benefits.
| Product | Market Share (%) |
|---|---|
| JIRA Service Management | 7.4% |
| ManageEngine SupportCenter Plus | 1.3% |
| Other | 91.3% |
| Company Size | Count |
|---|---|
| Small Business | 30 |
| Midsize Enterprise | 23 |
| Large Enterprise | 33 |
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:
JIRA Service Management Benefits
There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:
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.”
SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.
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.
