JIRA Service Management vs TOPdesk comparison

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Executive Summary

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

Find out what your peers are saying about ServiceNow, Atlassian, Freshworks and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: November 2022).
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Q&A Highlights
Question: Should I migrate from TopDesk to JIRA?
Answer: @Dirk - Have you made a final decision about moving to JIRA? Anything you can share with the community? Thanks!
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
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 →

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    Answers from the Community
    Anonymous User
    dkusma - PeerSpot reviewerdkusma
    Real User

    If you are looking for the simple and effective service desk then please check for the Manage Engine Service Desk Plus. Standard Edition is free to use. Professional and Enterprise solution are also available.
    Thanks
    Regards
    Dinesh

    it_user231321 - PeerSpot reviewerit_user231321 (Product Manager at a tech services company with 1,001-5,000 employees)
    Consultant

    Thx Kai. Will check it out. Still looking for drivers to move from TopDesk to Atlassian Jira. The integratwd workflow and shared SLA/KPI are compelling. Wil share what I find as I go...promiss

    it_user171264 - PeerSpot reviewerit_user171264 (Network Engineer)
    Vendor

    I've used a variety of help desk software over the years including open
    source. Personally, for price, features and interface I recommend SYSAID.

    it_user177684 - PeerSpot reviewerit_user177684 (User)
    Vendor

    Seems to me Dirk's already made up his mind on the benefits of JIRA - but it'd be difficult to share a business case without knowing his key points of interests specific to those benefits. If he believes the two tools offer similar services then he'd need to assess cost per seat to install and ongoing cost to support. On going maintenance is the huge issue we see with DIY help desk installs not the initial cost per seat. Costs for version support, new requirements/customizations etc plus the cost to retrain the end users all have to be weighed. On the benefits side, he should do some time/motion studies for all the tasks/activies current spent in TopDesk and estimate the automation/touch times in the new environment. My experience has been that most of the process/task savings comes from new system's ability to integrate with legacy apps or other databases/tools or from out of the box process applications currently not supported in a true workflow system. TopDesk touts their ITIL/ITSM roots - including CMDB integration but JIRAs roots are in problem management/task management so we're back to the question of what does Dirk really want to do with his future state environment?

    Regards,

    Mike Tusa
    PartnerCommunity, Inc

    it_user100008 - PeerSpot reviewerit_user100008 (UK Sales Manager at a tech vendor with 51-200 employees)
    Vendor

    Hi Dirk
    Great question. To help me and others, can you elaborate a bit more on the need to move from one to another? What is Top Desk not doing that you think JIRA will do?

    There are a number of reasons I ask.
    1. TopDesk is more service desk/ITIL based ticketing system and JIRA is more a bug/release/code tracking type ticketing system.
    2. Your title indicates that that the latter of point 1 is more suited to you and your team.

    Depending on the nature of your organisation I would have thought an ITIL based service desk to deal with customer (internal/external) issues would be more relevant. Allowing you do put structured processes with Incident, problem, change etc. But for product development they have their own system (JIRA perhaps) to deal of bugs/issues/releases.

    Example process.
    Customer logs an incident in a ITIL based ticketing system, once support identify it as an issue it gets logged to development who add it to their dev ticketing system (JIRA) and break it down do their code changes and update builds (tracked by JIRA). Once Prod Dev create a new patch release, that team can update the ITIL based ticketing system for support to inform the customer and close the incident. You could throw in some change management as well before the patch is applied to the customer to minimise risk and downtime.

    I suppose what I am saying is do you need to replace TopDesk with JIRA? It doesn't feel right as they are not the same type/flavour of ticketing systems.

    Thoughts?
    TIA
    Roland

    it_user204264 - PeerSpot reviewerit_user204264 (Technical Specialist at a tech services company with 10,001+ employees)
    Consultant

    Hi Russell,

    As far as i know, Atlassian JIRA is good service desk product, since it has
    lot of customization feasibility as JIRA is open for integrating with third
    party system using remote API's. As far as I know, It would be great to
    decide which product is best w.r.t the following,

    Cost saving factor
    Different ITSM modules required for the business
    which Monitoring tool/event management tools is going to integrate with the
    ITSM product
    Support availability for the product

    Regards,
    Jithesh Padikkal

    it_user214275 - PeerSpot reviewerit_user214275 (Server Support Analyst at a government with 51-200 employees)
    Real User

    Here we use BMC Remedy but this software is very expensive and involves 6 months or more of training. You may want to consider JIRA which seems to be low cost and you can obtain a free trial package. Please see link: http://blogs.atlassian.com/2015/01/top-5-reasons-choose-jira-service-desk-competition/ for more information. Top Desk seems to be very large such as BMC Remedy. See link: http://www.topdesk.com/us/ for a free trial. I would test each one out and see which one performs the best through ease of use. With 5,000 personnel to support, you want something that works, cost less, and is easy to use.

    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:The most valuable feature of this solution is the incident management module.
    Top Answer:The pricing module in my opinion is good. It suits small companies as well as large enterprises. For much smaller companies, it may be priced too high. Compared to other products in this segment, I… more »
    Top Answer:Change management implementation, facility management, and making reservations on assets can be improved. In the next release, I would like to see more artificial intelligence algorithms within the… 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
    34th
    out of 58 in Help Desk Software
    Views
    2,175
    Comparisons
    1,358
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    Comparisons
    Also Known As
    JIRA Service Desk
    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.”

    Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS
    Offer
    Learn more about JIRA Service Management
    Learn more about TOPdesk
    Sample Customers
    mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
    City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.
    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%
    VISITORS READING REVIEWS
    Computer Software Company18%
    Comms Service Provider18%
    Educational Organization10%
    Government10%
    Company Size
    REVIEWERS
    Small Business38%
    Midsize Enterprise30%
    Large Enterprise33%
    VISITORS READING REVIEWS
    Small Business22%
    Midsize Enterprise18%
    Large Enterprise60%
    VISITORS READING REVIEWS
    Small Business29%
    Midsize Enterprise18%
    Large Enterprise53%
    Buyer's Guide
    Help Desk Software
    November 2022
    Find out what your peers are saying about ServiceNow, Atlassian, Freshworks and others in Help Desk Software. Updated: November 2022.
    655,994 professionals have used our research since 2012.

    JIRA Service Management is ranked 2nd in Help Desk Software with 42 reviews while TOPdesk is ranked 34th in Help Desk Software. JIRA Service Management is rated 8.2, while TOPdesk is rated 0.0. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, Zendesk Guide and BMC Helix ITSM, whereas TOPdesk is most compared with ServiceNow, Zendesk Guide, Device42, ManageEngine ServiceDesk Plus and Freshservice.

    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.