We performed a comparison between JIRA Service Management, OpenText Service Manager [EOL], and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
"JIRA Service Management is a very user-friendly solution."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"The customer portal with connection with our knowledge base has been most valuable."
"A good organizational tool."
"The visibility features are great."
"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."
"The flow of the reports is good."
"It's pretty well-structured in modules."
"Technical support is pretty good."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"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 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."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"The most valuable feature is that this is a Cloud solution."
"It allows us to filter the data, create graphs, and get detailed reports."
"ServiceNow was the first true enterprise to service management platform."
"The most valuable feature is the flexibility of development for customization."
"Straightforward tool."
"You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."
"The solution is stable, scalable and easy to use."
"Very easy to implement and to respond to my clients' needs."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"Lacks an interface where the customer can report issues."
"There should be better connections with access management. They should improve the connectivity."
"Currently lacks an asset management module that can affect deployment."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"JIRA Service could benefit from improvements to its voice support."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
"The solution does not interface well with other products and is difficult to implement."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"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 it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"Pure cloud-based native functionality is lacking."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"Service Manager would be improved with access to automation."
"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."
"It's a little expensive compared to other tools."
"When it comes to changing some of the features, I would like a little more leeway."
"The solution’s user interface could be improved and given a better design."
"Their cloud management is also not that great compared to other products."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow."
"One thing I don't care for is the reporting and the way it functions."
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