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."It's easy to set up the solution."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"The stability of JIRA Service Management is good."
"This is a flexible tool for logging and tracking issues efficiently."
"The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"This is the most complete and versatile enterprise task management product and issue tracker."
"It lets us know whether devices are getting out of date and tracked warranties.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."
"It's easy to understand."
"The solution is very stable. It's reliable and efficient."
"It was easy to integrate Spiceworks with our existing setup."
"Tickets by e-mail, with actions by hastag."
"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."
"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 can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."
"There is room for improvement in support."
"The pricing could be better."
"This solution lacks features for project management."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."
"I think the performance can be better."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it."
"Having an integrated asset management tool, where I can plug in things that are offline, would be good."
"The SNMP sniffer requires a lot of work to get right."
"They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application."
"One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows. For example, in another solution called ServiceDesk by ManageEngine, you can have levels of approval in the event that there is a request for new software, or when someone requests a VPN or WiFi connection. This kind of multi-stage approval feature provided by ServiceDesk does not appear to exist in Spiceworks, and it is one of their main shortcomings for me."
"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."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
"The GUI must be improved."
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, BMC Helix ITSM, Freshdesk 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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