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 Desk, which may be the perfect fit for your needs.
- What is ManageEngine?
- What is Jira Service Management?
- Considering InvGate Service Desk as an ITSM solution alternative
Let’s dive into an ITSM tool comparison and find out which solution best fits your organization's needs.
Most looked-at features by buyers
During the assessment of ITSM tools, prospective buyers commonly consider critical capabilities that assist them in determining the most suitable solution for their specific requirements and business objectives. These factors hold significant importance in the decision-making process.
Let's delve into some of these crucial factors to consider.
- Self-service and knowledge base - Buyers value solutions that offer robust self-service capabilities, empowering customers or employees to find solutions to common issues independently. A comprehensive knowledge base system with easy search functionality, FAQs, and guides can greatly enhance self-service options and improve overall user experience.
- Ticketing and Incident Management - Buyers seek robust ticketing systems that facilitate the efficient handling and tracking of customer issues or incidents. Key features such as ticket creation, assignment, tracking, prioritization, SLA Management, and escalation workflows are highly valued.
- User experience and interface - The platform's ease of use and user-friendly interface are key considerations for buyers, as they seek an intuitive system that promotes user adoption and enhances productivity. For organizations with remote or mobile workforces, the availability of mobile accessibility is an additional factor they consider.
- Scalability and customization - Organizations with evolving needs prioritize solutions that can scale alongside their growth and accommodate customization. The ability to create custom fields and workflows and utilize extensions or plugins is crucial for tailoring the solution to unique business requirements.
- IT service catalog - Organizations often require a service catalog that enables users to request specific IT services or resources quickly. This feature streamlines service requests, provides visibility, and helps manage service delivery effectively.
- ITIL compliance - Many organizations adhere to ITIL best practices for IT Service Management. Buyers may prioritize solutions that support ITIL processes, including Incident Management, Problem Management, Change Management, and Asset Management.
- Integration and collaboration - Integration with other tools and systems, such as CRM, Project Management, or communication platforms, is crucial for streamlining workflows and ensuring data consistency. Collaboration features like internal communication, commenting, and mentions can also enhance team productivity.
- Reporting and analytics - Buyers highly appreciate the ability of ITSM tools to provide comprehensive reporting and analytics functionalities. These capabilities allow them to gain valuable insights into various aspects such as service performance, team productivity, customer satisfaction, and compliance with Service Level Agreements (SLAs). Customizable dashboards and pre-built reports are essential components that facilitate effective decision-making based on the generated insights.
- Automation and workflow efficiency - Buyers seek solutions offering efficient automation and workflow capabilities, as these features save time and effort. The ability to set up automation rules, implement SLA-driven workflows, streamline approval processes, and seamlessly integrate with other tools or systems are highly desired functionalities in an ITSM tool.
- Pricing and support - Buyers carefully evaluate the cost-effectiveness of an ITSM solution, considering factors such as licensing models, subscription plans, and any additional costs associated with specific features or the number of users. The availability of reliable customer support, comprehensive documentation, and accessible training resources are also crucial considerations during the evaluation process.
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.
What users like from ManageEngine
ManageEngine has garnered customer recognition and praise, as confirmed by reputable sources like Gartner. Let's explore some of the key benefits that customers have emphasized.
- High growth - ManageEngine demonstrates strong growth potential, evident in its flexible deployment models and successful positioning in the midmarket segment. In 2021, the company experienced remarkable revenue growth and significantly expanded its customer base. Notably, it has achieved considerable success in the enterprise sector, solidifying its position as a rapidly growing player in the industry.
- Diverse product portfolio - ManageEngine offers a comprehensive range of complementary products that cover various areas, including endpoint management, network monitoring, application monitoring, and active directory management solutions. Leveraging the low-code development capabilities and line-of-business integrations provided by its parent company, Zoho, ManageEngine delivers a broad set of platform capabilities. This diverse portfolio allows for cross-selling opportunities and provides customers with enhanced value.
- Competitive pricing - ManageEngine sets itself apart through its competitive pricing strategy, offering highly cost-effective ITSM solutions. With multiple pricing tiers available, the platform caters to various budgets, making it an appealing choice for midmarket customers and larger organizations seeking value-driven solutions.
What users don’t like from ManageEngine
While ManageEngine possesses numerous strengths and positive attributes, customers have voiced concerns and dislikes regarding certain platform aspects. These areas of customer apprehension have been identified through analysis of reputable sources such as Gartner.
Let's delve into some specific areas that have raised customer concerns.
- Product innovation limitations - ManageEngine primarily focuses on process enhancements, integrations, and customization support rather than pushing the boundaries of product innovation. While the company has incorporated some AI/ML capabilities in areas like field and template recommendations, it still lags behind more advanced products in this category.
- Unclear ITSM differentiation in marketing - ManageEngine's marketing efforts often fail to highlight its unique value proposition in the ITSM market effectively. By predominantly focusing on common themes like low-code development, customer privacy, and deployment flexibility, the vendor struggles to differentiate itself from more experienced buyers in the market.
- Limited integrations beyond Zoho Ecosystem - The platform's integrations and extensibility are strongest when combined with other ManageEngine and Zoho ecosystem products. This may pose challenges for customers seeking seamless integration with popular ITOM tools outside of the Zoho ecosystem, potentially requiring them to develop custom API connections.
- Security vulnerabilities - In 2023, ManageEngine faced a significant setback when two critical vulnerabilities were discovered across 24 products. These vulnerabilities were rated 9.8 out of 10 on the severity scale, as they could potentially enable remote execution of malicious code. However, the company promptly addressed the situation by releasing patches to mitigate the vulnerabilities and strengthen security measures.
What’s ManageEngine’s argument over Jira Service Management?
ManageEngine's argument against Jira Service Management revolves around several key aspects where they believe they outperform their competitor.
- Strong growth and flexible deployment - ManageEngine highlights its remarkable revenue growth and successful positioning in the midmarket segment. They emphasize their flexibility in deployment models, appealing to organizations of various sizes.
- Diverse product portfolio - ManageEngine differentiates itself by offering a comprehensive range of complementary products beyond ITSM. This diverse portfolio covers areas such as endpoint management, network monitoring, and application monitoring, providing customers with enhanced value and cross-selling opportunities.
- Competitive pricing - ManageEngine sets itself apart through its competitive pricing strategy. With multiple pricing tiers available, they cater to various budgets, making them an appealing choice for midmarket customers and larger organizations seeking value-driven solutions.
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. Equipped with powerful features and a user-friendly interface, Jira Service Management empowers businesses to optimize their service delivery and improve customer satisfaction. Currently, it provides the option of a cloud-based service, enabling organizations to take advantage of the benefits offered by cloud computing for their Service Management requirements.
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 specifically tailored for developers and project managers. Their extensive product lineup includes popular offerings like Confluence, Bitbucket, and Trello, which have gained widespread acclaim within the industry. These versatile tools cater to a range of needs, spanning from project management and issue tracking to content collaboration, code management, and team facilitation.
What users like from Jira Service Management
Analysis from reputable sources such as Gartner and G2 reflects the positive feedback from Jira Service Management customers.
Here are some of the key benefits that have been recognized.
- Enhanced user portal for self-service and feedback - The platform includes an improved user portal that enhances the self-service experience for users. It facilitates the self-assessment of incidents and requests, empowering users to resolve issues independently whenever possible. Additionally, users have the ability to rate the overall process upon issue resolution, providing valuable feedback that aids in continuous improvement and customer satisfaction efforts.
- Efficient ticketing system with customizable workflows - Jira Service Management's ticketing system, coupled with customizable workflows, simplifies task management. It effectively allows teams to track and prioritize tickets according to their unique requirements.
- Intuitive and user-friendly interface - Users highly appreciate the platform's user-friendly interface, which improves incidents and requests management. The design promotes ease of use, enabling teams to navigate and interact with the system effortlessly.
- Simplified sprint planning and task assignment - Jira Service Management seamlessly integrates with popular collaboration platforms such as Slack and Teams, making sprint planning and task assignment a streamlined process. The Kanban view serves as a centralized hub for managing tasks, while the tagging function allows for the efficient organization of project-specific tasks.
- Comprehensive task details and robust filtering capabilities - Users value comprehensive task details, as it offers in-depth information about each task. This feature gives teams a holistic understanding of their work. Additionally, the platform offers powerful filtering capabilities, enabling users to search, sort, and organize tasks based on specific criteria, ultimately improving productivity.
- Flexible pricing options - Jira Service Management offers a range of flexible pricing options to accommodate organizations of varying sizes and budgets. This includes a free plan suitable for small teams of up to three users with 2 GB of storage. The cloud-hosted option provides a reasonably priced base package.
What users don’t like from Jira Service Management
While Jira Service Management has many strengths and positive attributes, it is not immune to customer concerns and dislikes. Analysis from sources such as Gartner and G2 has revealed recurring criticisms from users.
- Steep learning curve - The platform's robust capabilities and extensive functionalities can result in a steep learning curve for users. Some individuals may require additional guidance or training to navigate and utilize the system and its features effectively.
- Limited and complex integrations - Users have expressed a desire for more readily available integrations and have had to develop custom solutions to connect Jira Service Management with specific tools. Integrating the platform with external systems can be challenging and time-consuming.
- Reliance on additional plugins - Users have expressed the need to depend on additional plugins to access basic features within the system. Moreover, complying with data protection regulations such as GDPR (General Data Protection Regulation) has posed challenges for some users.
- Less intuitive interface - In comparison to alternative options, some users find Jira Service Management's interface less intuitive, particularly when it comes to external customers interacting with the platform.
- Challenging migration process - Users have raised concerns about the complexity of transitioning to Jira Service Management's projects. Some users have encountered difficulties that may necessitate a separate user subscription, making the migration process cumbersome.
- Issues with Atlassian support - Users have reported challenges when seeking assistance from Atlassian support. They have experienced difficulties in obtaining the necessary support and guidance, which can impact their overall experience.
- Limitations in task tracking and reporting - Users have encountered challenges when tracking multiple tasks, generating comprehensive reports, and creating customized dashboards within the platform. These limitations can hinder users' ability to monitor and effectively analyze project progress and performance.
What’s Jira Service Management’s argument over ManageEngine?
Jira Service Management presents its compelling arguments against ManageEngine, highlighting areas where they believe they have the edge.
- Robust task management and collaboration - Jira Service Management emphasizes its efficient ticketing system with customizable workflows, enabling teams to track, prioritize, and manage tasks effectively. Integration with popular collaboration platforms like Slack and Teams further streamlines sprint planning and task assignment.
- User-friendly interface and self-service capabilities - Jira Service Management takes pride in its intuitive and user-friendly interface, facilitating incidents and requests management. The enhanced user portal empowers users to resolve issues independently, providing a self-service experience. Users can also rate the overall process, contributing to continuous improvement efforts.
- Comprehensive task details and flexible pricing - Jira Service Management offers comprehensive task details, giving teams a holistic understanding of their work. Robust filtering capabilities enable users to search, sort, and organize tasks based on specific criteria, enhancing productivity. Additionally, Jira Service Management provides flexible pricing options, including a free plan for small teams, accommodating organizations of varying sizes and budgets.
- Extensive ecosystem and integrations - Jira Service Management has a wide range of integrations and extensions within the Atlassian ecosystem, enabling seamless collaboration and workflow management. While ManageEngine's integrations are primarily limited to the Zoho ecosystem, Jira Service Management offers a broader scope for connecting with external tools and systems.
- Customer feedback and continuous improvement - Jira Service Management places importance on customer satisfaction and continuous improvement. The platform's user portal allows users to provide feedback on the overall process, contributing to ongoing enhancements. Additionally, Jira Service Management actively listens to customer concerns and works towards addressing them through regular updates and feature enhancements.
Considering InvGate Service Desk as an ITSM solution alternative
Although ManageEngine and Jira Service Management are recognized competitors in the ITSM industry, exploring alternative solutions that align more precisely with your organization's unique needs is crucial. In this regard, InvGate Service Desk is a compelling option that deserves thorough consideration.
Let's delve into the advantageous features of InvGate Service Desk that make it a valuable choice for fulfilling your organization's ITSM requirements.
1. Exceptional user experience
InvGate Service Desk strongly emphasizes delivering an exceptional user experience through meticulous design and adherence to UI/UX best practices. Its intuitive interface promotes quick adoption and reduces the need for extensive training. The platform minimizes learning curves and maximizes productivity with its user-friendly design.
2. Simplified configuration and setup
InvGate Service Desk offers a streamlined configuration and setup process, leveraging a no-code/low-code approach. This concept allows new and experienced users to implement the system without extensive technical expertise. The platform ensures a swift setup process by providing straightforward configuration options, enabling organizations to harness its powerful ITSM capabilities swiftly.
3. Powerful Ticketing and Incident Management
InvGate Service Desk excels in its robust features for Ticketing and Incident Management. It facilitates efficient tracking, collaboration, and resolution of tickets, empowering IT teams to handle and prioritize incidents effectively. With features such as automated routing, customizable workflows, and SLA Management, InvGate Service Desk enhances the efficiency of incident resolution processes.
4. Robust self-service capabilities
InvGate Service Desk 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 Desk provides comprehensive reporting and analytics functionalities, enabling organizations to gain valuable insights into their IT operations and performance. The platform offers ready-to-use reports and customizable dashboards, empowering IT teams to analyze data, identify patterns, and make informed decisions to enhance their services.
6. Comprehensive Asset Management
By integrating InvGate Service Desk with InvGate Insight, organizations gain a holistic view of their IT ecosystem, leading to improved service delivery and reduced downtime. InvGate Insight offers a range of features, including IT Asset Discovery, Inventory Management, Software License Management, and maintenance schedules.
7. ITIL-certified readiness
InvGate Service Desk has obtained the esteemed ITIL4 certification from PINK Elephant, showcasing its dedication to upholding ITSM excellence. Whether organizations are starting their ITIL journey or managing complex operations, InvGate Service Desk offers a user-friendly and feature-rich experience that aligns with industry best practices.
8. Cost-effective solution
InvGate Service Desk 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 Desk strikes a balance between cost and functionality.
9. Fast ROI and ongoing innovation
InvGate Service Desk ensures a fast return on investment through efficient implementation processes. Within weeks, organizations can begin reaping the benefits of this robust ITSM solution. Additionally, regular feature updates keep users at the forefront of technology without incurring additional costs.
10. Customization and flexibility
InvGate Service Desk offers flexible deployment options, allowing organizations to choose between on-premise or cloud-based solutions. This adaptability ensures that the platform can cater to the specific requirements of different sectors and industries.
11. Born for ITSM, perfect for ESM
InvGate Service Desk is purpose-built for ITSM while seamlessly extending its capabilities to Enterprise Service Management (ESM). It empowers operational departments to improve their processes and fully embrace the benefits of digital transformation. With a primary focus on ITSM and strong performance in ESM, InvGate Service Desk facilitates streamlined workflows and comprehensive digital transformation initiatives across all departments.
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.