We performed a comparison between JIRA Service Management and SolarWinds Service Desk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"This is a flexible tool for logging and tracking issues efficiently."
"Auditing team uses this solution to track audit findings and follow-up."
"This solution has helped us a great deal in project management tracking and forecasting."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"Allows customized processes for our service contracts."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"The solution is very stable."
"Currently lacks an asset management module that can affect deployment."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"Generally requires the purchase of additional plugins."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"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."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"The solution should be more formalized. It could be more user-friendly."
"The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier."
JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while SolarWinds Service Desk is ranked 15th in IT Service Management (ITSM) with 1 review. JIRA Service Management is rated 8.2, while SolarWinds Service Desk is rated 9.0. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of SolarWinds Service Desk writes "A robust solution to automate and manage incidents and requests". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas SolarWinds Service Desk is most compared with Samanage.
See our list of best IT Service Management (ITSM) vendors.
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