15 min read
ManageEngine vs. Jira Service Management: Which is best? With so many options available, it can be challenging to determine which IT Service Management (ITSM) solution best aligns with your specific requirements.
In this article, we’ll closely examine and compare ManageEngine and Jira Service Management, two of the industry's leading service desk software platforms.
In addition, if neither of these options fully meets your specific needs, we'll present you with an alternative: InvGate Service Management, which may be the perfect fit for your needs.
Let’s dive into an ITSM tool comparison and find out which solution best fits your organization's needs.
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Free Trial
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Free Trial
Yes (30 days)
TL;DR
- ManageEngine has garnered customer recognition and praise, as confirmed by reputable sources. There are concerns about ManageEngine's integrations beyond the Zoho Ecosystem and its complaints over its customer support.
- Users like Jira Service Management for its sprint planning, task assignment, efficient ticketing system, and user-friendly portal. However, they express dissatisfaction with migration, limited reporting, steep learning curve, and reliance on plugins.
- InvGate Service Management enhances ITSM implementation with flexible deployment choices, powerful ticketing and incident management, and self-service options, prioritizing cost-effectiveness and fostering innovation.
What is ManageEngine?
Formerly known as AdventNet Inc., ManageEngine underwent a rebranding in 2009 and now operates as Zoho Corporation. Specializing in comprehensive IT Management solutions, ManageEngine caters to businesses of all sizes, focusing on small to midsize enterprises. The company is headquartered in Pleasanton, California, and has a significant global presence, serving over 180,000 customers worldwide.
One of ManageEngine's flagship products is ServiceDesk Plus, a platform that offers flexible deployment options, including cloud-based and on-premise solutions. ServiceDesk Plus encompasses a wide range of capabilities, encompassing IT Service Management (ITSM) and IT Asset Management (ITAM). In the Gartner Magic Quadrant, ManageEngine is positioned as a Challenger, indicating its strong competitive position in the market.
ManageEngine pricing
Here are some key pricing details for their ServiceDesk Plus product:
- Standard plan: Starts at $13 per technician per month. This plan is ideal for smaller teams and includes basic features like an IT helpdesk and reporting.
- Professional plan: Starts at $27 per technician per month. It includes all features from the Standard plan plus IT asset management.
- Enterprise plan: Starts at $67 per technician per month. This plan offers comprehensive features for large organizations, including change management, project management, and extensive reporting.
Reviews for ManageEngine Service Desk
ManageEngine's IT Service Management tools are well-liked by many users. They offer flexible deployment options and are cost-effective, which makes them a good choice for many organizations. Users also appreciate the variety of features and how well they integrate with other Zoho tools.
However, there are some downsides. ManageEngine tools don't integrate as well with third-party apps, which can be a problem. Some users find the interface and reporting features could be better, and the support can be inconsistent.
There have also been security issues in the past rated 9.8 out of 10 on the severity scale, as they could potentially enable remote execution of malicious code. The company promptly addressed the situation by releasing patches to mitigate the vulnerabilities and strengthen security measures.
Features
- Flexible deployment options: cloud, on-premise, and hybrid.
- Comprehensive ITSM functionalities, including Incident, Problem, and Change Management.
- Low-code customization capabilities.
- Native integrations with other Zoho and ManageEngine products.
- Endpoint management and network monitoring tools.
- API support for custom integrations.
Advantages and disadvantages
Advantages:
- Competitive pricing across various tiers.
- Wide range of complementary tools within the Zoho ecosystem.
- Strong growth and adoption in midmarket and enterprise segments.
Disadvantages:
- Limited integrations with third-party ITOM tools.
- Steep learning curve
- Security vulnerabilities reported in recent years.
- A lack of focus on cutting-edge AI/ML innovations.
What is Jira Service Management?
Jira Service Management, a product created by Atlassian, is a specialized platform designed for IT Service Management. It presents organizations with a highly effective solution for streamlining their service desk operations.
Built on the Jira platform, it offers cloud-based service, including advanced ticketing, workflow automation, and seamless integrations with popular collaboration tools like Slack and Microsoft Teams.
Atlassian, the company responsible for Jira, was established in 2002 by Mike Cannon-Brookes and Scott Farquhar in Sydney, Australia. Since its inception, the company has achieved remarkable growth and expanded its global presence by establishing offices in various countries, including the United States, Netherlands, Japan, and the Philippines.
Atlassian specializes in developing software and tools tailored to developers and project managers. Their product lineup also includes popular offerings like Confluence, Bitbucket, and Trello.
Jira Service Management pricing
- Free plan: Suitable for small teams or testing purposes.
- Standard Plan: Priced at approximately $17.65 per agent per month when billed annually.
- Premium Plan: Costs about $44.27 per agent per month when billed annually.
- Enterprise Plan: Pricing for this tier is available upon contacting Atlassian. It includes features of all previous plans, dedicated support, and advanced infrastructure management tools.
Recent updates to Jira Service Management pricing include moving some features to the Premium and Enterprise plans and introducing consumption-based pricing for assets and virtual service agents.
Reviews for Jira Service Management
Users frequently praise Jira Service Management for its intuitive interface, customizable workflows, and strong integration capabilities. Gartner and G2 reviews highlight its efficiency in handling complex workflows and its popularity among development teams. However, its reliance on plugins, complex setup, and steep learning curve are common criticisms.
Features
- User portal for self-service and feedback collection.
- Advanced ticketing system with customizable workflows.
- Integration with Atlassian’s ecosystem, including Confluence and Bitbucket.
- Kanban view and tagging for task management.
- APIs for custom integrations.
Advantages and disadvantages
Advantages:
- Seamless integration with Atlassian’s tools and popular collaboration platforms.
- Flexible pricing options, including a free tier for small teams.
- Highly customizable workflows and task management features.
Disadvantages:
- Steep learning curve for new users.
- Reliance on plugins for extended functionality.
- Limited out-of-the-box integrations with third-party tools.
- Complex, slow implementation.
ManageEngine vs. Jira Service Management: Feature comparison
ManageEngine excels in deployment flexibility
ManageEngine offers cloud, on-premise, and hybrid deployment models, giving organizations greater control over their IT environment. In contrast, Jira Service Management is cloud-based, which may limit options for businesses requiring on-premise solutions.
Jira Service Management is better suited for large enterprises
ManageEngine is particularly well-suited for mid-sized businesses due to its cost-effective pricing and feature-rich offerings that meet the needs of smaller IT teams.
n contrast, Jira Service Management is designed with the needs of large enterprises in mind, offering robust scalability, advanced security features, and extensive customization options to handle complex and large-scale Service Management requirements.
Jira’s user-friendly interface simplifies workflows
Jira Service Management’s intuitive interface is frequently highlighted as a strength. It simplifies ticket management and task assignment, whereas ManageEngine’s interface may feel more complex to new users due to its extensive feature set.
ManageEngine is easy to set up, but Jira has a larger community and more resources
ManageEngine is known for its quick and easy setup process, allowing teams to start using the platform with minimal configuration.
While Jira may require more initial setup and configuration, it benefits from a large and active community, extensive documentation, and a wealth of third-party integrations and plugins, which can provide additional support and functionality.
Considering InvGate Service Management as an ITSM solution alternative
ManageEngine and Jira Service Management are both well-known in the IT IT Service Management (ITSM) space, but they might not be the only options that fit your organization perfectly. When looking for a solution, consider InvGate Service Management. It could be a great fit for your specific needs.
Let’s explore some of the features that make InvGate Service Management a strong candidate for meeting your ITSM goals.
1. Exceptional user experience
InvGate Service Management adheres to UI/UX best practices. It's designed to be user-friendly and intuitive, with a focus on ease of use and a clean interface. Its thoughtful design aims to reduce the learning curve, making it easy for teams to get up to speed quickly and minimize the need for extensive training.
2. Simplified configuration and setup
Building on our previous point, setting up InvGate Service Management is quick and straightforward, even for those with limited technical expertise. With a no-code/low-code approach, users can configure the platform without much programming, making implementation faster and more accessible for both new and experienced teams.
The platform’s efficient setup and configuration mean organizations can start seeing benefits in just a few weeks, leading to a faster return on investment.
InvGate also offers flexibility in deployment, letting you choose whether to use an on-premise or cloud-based solution, depending on what works best for your business.
3. Powerful Ticketing and Incident Management
When it comes to ticketing and incident management, InvGate provides robust features to help IT teams track, collaborate, and resolve issues effectively.
With tools like automated ticket routing, adjustable workflows, and SLA management, the platform helps teams prioritize and resolve incidents more efficiently.
4. Robust self-service capabilities
InvGate Service Management includes robust self-service functionalities, such as a user-friendly portal, an extensive IT service catalog, and a knowledge base.
These capabilities empower end-users to independently resolve common issues, access a wide range of IT services, and utilize self-help resources, reducing the burden on IT staff.
5. Extensive reporting and analytics
InvGate Service Management stands out for its comprehensive reporting and analytics capabilities, which empower organizations to gain valuable insights into their IT operations and performance.
The platform offers ready-to-use reports and customizable dashboards, allowing IT teams to analyze data effectively, identify patterns, and make informed decisions to enhance their services.
InvGate's focus on data-driven decision-making positions it as a robust solution compared to other ITSM tools like Jira Service Management.
6. Comprehensive Asset Management
By integrating InvGate Service Management with InvGate Asset Management, organizations gain a holistic view of their IT ecosystem, leading to improved service delivery and reduced downtime.
InvGate Asset Management offers a range of features, including IT Asset Discovery, Inventory Management, Software License Management, and maintenance schedules.
8. Cost-effective solution
InvGate Service Management provides a cost-effective solution without compromising functionality. It offers a comprehensive range of ITSM features at a competitive price point, making it an appealing choice for organizations seeking affordability without sacrificing capabilities.
Compared to alternatives like ManageEngine and Jira Service Management, InvGate Service Management strikes a balance between cost and functionality.
Next steps
Choosing the right ITSM solution is a critical decision that can substantially impact your organization's IT service delivery and overall efficiency. By conducting a comprehensive evaluation of the available options, you can ensure that you select a solution that aligns with your specific needs and goals.
Explore our live demo, which provides a firsthand experience of how InvGate Service Management can enhance your business operations. Book a meeting with our experts if you have any questions!
