We performed a comparison between JIRA Service Management and Spiceworks 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."The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"The initial setup is straightforward."
"JSM's best feature is the integration with other Jira products."
"Great to be able to create customized forms."
"The flow of the reports is good."
"Reporting and easy export to Excel spreadsheets."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"Developing processes is easy and user-friendly."
"It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"The solution is easy to use and easy to manage."
"It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status."
"Spiceworks is generic and free."
"Spiceworks' dashboard allows you to drill down to the notes, where I can take an inventory of the network and see the devices I need to monitor."
"If you're in the market for a low-cost service desk system, Spiceworks is a good software solution to start out with, especially when it comes to startups and those organizations that don't currently have any existing service desk software in place."
"The solution is very stable. It's reliable and efficient."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"JIRA Service could benefit from improvements to its voice support."
"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"The solution should be more formalized. It could be more user-friendly."
"Integration could be improved."
"Generally requires the purchase of additional plugins."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"The SNMP sniffer requires a lot of work to get right."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems."
"The GUI must be improved."
"Sometimes, it can be difficult to integrate what you need."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."
"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while Spiceworks is ranked 16th in Help Desk Software with 47 reviews. JIRA Service Management is rated 8.2, while Spiceworks is rated 7.8. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud, whereas Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow and Freshdesk. See our JIRA Service Management vs. Spiceworks report.
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