JIRA Service Management vs Micro Focus Service Manager comparison

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Executive Summary

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

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed JIRA Service Management vs. Micro Focus Service Manager Report (Updated: November 2022).
657,397 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"It scales well.""The visibility features are great.""The dashboards in Jira have been the most useful feature.""Auditing team uses this solution to track audit findings and follow-up.""JSM's best feature is the integration with other Jira products.""This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier.""It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements.""The initial setup is straightforward."

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"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget.""The solution is simple to set up.""Service Manager does what it should, but it's quite outdated.""Sometimes, customization is simple. The version we are using now has a nice interface.""It's easy to scale.""The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."

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Cons
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence.""The customizations in Jira could be improved by being simplified. They are currently very complex.""JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools.""When you raise a ticket with Jira, there's no ability to see your other JIRA tickets.""As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve.""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.""It is pretty complex to move between the test environment and the production environment. There is potential for improvement.""The product could improve its asset management."

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"Customization can be difficult at times because scripting is often required.""The interface could be better.""Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more.""I don't see anything lacking.""I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product.""Service Manager is at the end of its life. The architecture, performance, and look are all way behind."

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Pricing and Cost Advice
  • "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 →

  • "Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."
  • "The license is not cheap."
  • More Micro Focus Service Manager Pricing and Cost Advice →

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    Questions from the Community
    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 »
    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 »
    Top Answer:We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and… more »
    Top Answer:I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly… more »
    Ranking
    2nd
    out of 58 in Help Desk Software
    Views
    9,717
    Comparisons
    7,579
    Reviews
    41
    Average Words per Review
    489
    Rating
    8.3
    14th
    out of 58 in Help Desk Software
    Views
    2,121
    Comparisons
    1,467
    Reviews
    5
    Average Words per Review
    399
    Rating
    7.2
    Comparisons
    Also Known As
    JIRA Service Desk
    HPE ITSM, HPE Service Manager
    Learn More
    Overview

    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.”

    Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

    Offer
    Learn more about JIRA Service Management
    Learn more about Micro Focus Service Manager
    Sample Customers
    mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
    resultspositive, Globicon
    Top Industries
    REVIEWERS
    Computer Software Company35%
    Comms Service Provider15%
    Retailer8%
    Transportation Company8%
    VISITORS READING REVIEWS
    Computer Software Company20%
    Comms Service Provider13%
    Government9%
    Financial Services Firm8%
    REVIEWERS
    Financial Services Firm32%
    Comms Service Provider14%
    Aerospace/Defense Firm11%
    Healthcare Company7%
    VISITORS READING REVIEWS
    Computer Software Company22%
    Comms Service Provider11%
    Government9%
    Financial Services Firm8%
    Company Size
    REVIEWERS
    Small Business38%
    Midsize Enterprise30%
    Large Enterprise33%
    VISITORS READING REVIEWS
    Small Business23%
    Midsize Enterprise18%
    Large Enterprise59%
    REVIEWERS
    Small Business18%
    Midsize Enterprise8%
    Large Enterprise74%
    VISITORS READING REVIEWS
    Small Business19%
    Midsize Enterprise14%
    Large Enterprise66%
    Buyer's Guide
    JIRA Service Management vs. Micro Focus Service Manager
    November 2022
    Find out what your peers are saying about JIRA Service Management vs. Micro Focus Service Manager and other solutions. Updated: November 2022.
    657,397 professionals have used our research since 2012.

    JIRA Service Management is ranked 2nd in Help Desk Software with 42 reviews while Micro Focus Service Manager is ranked 14th in Help Desk Software with 6 reviews. JIRA Service Management is rated 8.2, while Micro Focus Service Manager is rated 7.2. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of Micro Focus Service Manager writes "Streamlines productivity and is able to handle a big number of enterprise-wide service needs". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, Zendesk Guide and SysAid, whereas Micro Focus Service Manager is most compared with ServiceNow, BMC Helix ITSM, IBM Maximo, ManageEngine ServiceDesk Plus and Ivanti Service Desk . See our JIRA Service Management vs. Micro Focus Service Manager report.

    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.