Compare Jira Service Management and ManageEngine ServiceDesk Plus 
At a Glance
Market Segments
Mid-Market (40.6% of reviews)
Mid-Market (60.0% of reviews)
Entry-Level Pricing
0/agent/month
Starts at $1195 (For 10 technicians annually)
Jira Service Management
Star Rating
(780)4.2 out of 5
Market Segments
Mid-Market (40.6% of reviews)
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansManageEngine ServiceDesk Plus
Star Rating
(231)4.2 out of 5
Market Segments
Mid-Market (60.0% of reviews)
Entry-Level Pricing
Starts at $1195 (For 10 technicians annually)
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that ManageEngine ServiceDesk Plus excels in its Asset Management capabilities, with a score of 9.8, allowing for comprehensive tracking and management of IT assets. In contrast, Jira Service Management received a slightly lower score of 8.5 in this area, indicating that while it offers asset management features, they may not be as robust.
- Reviewers mention that the Ticket Creation User Experience in Jira Service Management is rated higher at 8.9 compared to ManageEngine's 8.2, suggesting that users find it easier and more intuitive to create tickets in Jira.
- G2 users highlight the superior Workflow Management in ManageEngine ServiceDesk Plus, scoring 9.6, which allows for better customization and automation of processes. Jira Service Management, while still strong, scored 8.9, indicating it may not offer the same level of flexibility.
- Users on G2 report that the Generative AI Text Generation feature in Jira Service Management is rated higher at 8.1 compared to ManageEngine's 7.8, suggesting that Jira's AI capabilities may provide more effective support for generating and summarizing text.
- Reviewers say that the Help Desk functionality in ManageEngine ServiceDesk Plus is rated at 9.1, which is higher than Jira's 8.9, indicating that users may find ManageEngine's help desk features more effective for their needs.
- Users report that the Integration capabilities of Jira Service Management are rated significantly higher at 9.0 compared to ManageEngine's 7.5, suggesting that Jira offers a more seamless experience when connecting with other tools and platforms.
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Pricing
Entry-Level Pricing
Jira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
ManageEngine ServiceDesk Plus
Standard Edition help desk module
Starts at $1195
(For 10 technicians annually)
The standard edition is free of charge on both the On-Premises and cloud versions, with no restrictions on the number tickets or end users or on the amount of cloud storage supported. You can enjoy a world-class help desk experience with no restrictions!
- Self service portal
- Incident management
- Active Directory integration
Free Trial
Jira Service Management
Free Trial is available
ManageEngine ServiceDesk Plus
Free Trial is available
Ratings
Meets Requirements
8.7
678
8.6
207
Ease of Use
8.1
682
8.5
207
Ease of Setup
7.6
293
8.1
148
Ease of Admin
7.7
282
8.4
149
Quality of Support
8.3
571
8.2
192
Has the product been a good partner in doing business?
8.5
260
8.3
142
Product Direction (% positive)
8.4
652
8.2
199
Features by Category
Ticket and Case Management
8.9
28
8.3
26
9.2
26
8.5
27
8.7
28
8.5
26
8.9
26
8.7
25
8.5
25
8.2
26
8.5
27
8.3
27
9.1
27
8.6
26
8.0
25
7.9
25
Generative AI
Feature Not Available
Feature Not Available
Feature Not Available
Feature Not Available
Communication Channels
8.6
29
8.3
26
8.6
29
9.0
27
8.0
22
7.8
21
7.8
20
7.1
18
7.5
19
6.9
18
Platform
7.8
26
7.3
20
8.2
29
7.7
24
8.4
28
8.5
26
9.0
26
7.6
24
8.5
27
8.0
26
8.3
25
8.3
25
Administration
9.0
75
|
Verified
8.8
32
|
Verified
8.5
69
|
Verified
8.7
32
|
Verified
8.9
81
|
Verified
8.8
33
|
Verified
Service Desk
9.0
88
|
Verified
9.1
35
|
Verified
9.0
87
|
Verified
8.8
35
|
Verified
8.9
88
|
Verified
8.7
34
|
Verified
Management
9.1
64
|
Verified
8.4
31
|
Verified
9.0
59
|
Verified
8.4
29
|
Verified
8.8
60
|
Verified
8.5
29
|
Verified
8.8
56
|
Verified
8.6
30
|
Verified
8.6
52
|
Verified
7.9
28
|
Verified
Functionality
9.1
68
|
Verified
9.0
32
|
Verified
9.0
60
8.3
32
|
Verified
8.8
65
|
Verified
8.6
30
|
Verified
8.9
64
|
Verified
8.4
32
|
Verified
Administration
Not enough data
9.7
10
|
Verified
Not enough data
9.6
9
|
Verified
Not enough data
9.8
10
|
Verified
Monitoring and Management
Not enough data
9.1
11
|
Verified
Not enough data
9.5
10
|
Verified
Not enough data
9.8
9
|
Verified
Not enough data
10.0
8
|
Verified
Organization
Not enough data
9.6
9
|
Verified
Service Management
Not enough data
9.3
10
|
Verified
Not enough data
10.0
9
|
Verified
Not enough data
9.7
10
|
Verified
Monitoring
8.9
73
|
Verified
8.9
23
|
Verified
9.1
77
|
Verified
9.2
24
|
Verified
9.1
77
|
Verified
9.1
25
|
Verified
Management Tools
9.0
77
|
Verified
9.2
26
|
Verified
8.9
76
|
Verified
8.7
24
|
Verified
9.2
65
|
Verified
8.9
23
|
Verified
Generative AI
Feature Not Available
Feature Not Available
Feature Not Available
Feature Not Available
Generative AI
Feature Not Available
Not enough data
Incident Management
8.7
220
8.6
87
8.7
227
8.6
88
8.7
237
8.8
92
8.3
193
8.0
84
8.3
190
8.1
82
Reporting
8.4
223
8.3
88
8.4
217
8.5
79
7.9
148
8.1
67
Access & Usability
7.8
144
7.1
68
8.5
192
8.1
74
8.4
155
8.5
84
8.3
151
7.9
61
Categories
Categories
Shared Categories
Jira Service Management and ManageEngine ServiceDesk Plus are categorized as IT Service Management (ITSM) Tools, Incident Management, Service Desk, and Help Desk
Unique Categories
Jira Service Management is categorized as IT Alerting
ManageEngine ServiceDesk Plus is categorized as Remote Monitoring & Management (RMM)
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ManageEngine ServiceDesk Plus
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
30.5%
Computer Software
16.2%
Internet
5.6%
Financial Services
4.5%
Telecommunications
3.7%
Other
39.6%
Information Technology and Services
19.0%
Hospital & Health Care
4.9%
Financial Services
4.9%
Oil & Energy
4.0%
Health, Wellness and Fitness
3.1%
Other
64.2%
Most Helpful Reviews
Jira Service Management
Most Helpful Favorable Review
Mhatet R.
Verified User in Financial Services
What I like best in JIRA is that I can create my own Dashboard. I can make my own filters. I can classified the Priority levels of the tickets I am handling.
Most Helpful Critical Review
Verified User in Higher Education
It takes a little bit of time to get use to the product at first sight.
ManageEngine ServiceDesk Plus
Most Helpful Favorable Review
Ankit P.
Verified User in Banking
ServiceDesk Plus is one of the best ITSM Tool that i have used. The implementation / installation is very easy for the IT Companys, If you are not able to do it they also provide a proper customer support who helps you throughout the implementation & also...
Most Helpful Critical Review
Verified User in Financial Services
The product can quickly become non-configurable beyond basic requirements and use-case scenarios which the developer imagined, with new features often missing the mark of user stories, or sometimes even sensible usability tests. The support team are...
Mhatet R.
Verified User in Financial Services
What I like best in JIRA is that I can create my own Dashboard. I can make my own filters. I can classified the Priority levels of the tickets I am handling.
Ankit P.
Verified User in Banking
ServiceDesk Plus is one of the best ITSM Tool that i have used. The implementation / installation is very easy for the IT Companys, If you are not able to do it they also provide a proper customer support who helps you throughout the implementation & also...
Verified User in Higher Education
It takes a little bit of time to get use to the product at first sight.
Verified User in Financial Services
The product can quickly become non-configurable beyond basic requirements and use-case scenarios which the developer imagined, with new features often missing the mark of user stories, or sometimes even sensible usability tests. The support team are...
Alternatives
Discussions
Is Jira a service management tool?
2 comments
MH
Jira is an extremely convenient platform, but not without flaws in my opinion. In any case, if you do not use extensions that improve your jira experience in...Read more
Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?
1 comment
SH
Under the new model released last year, you only need to purchase Agent licences. Agents are people that typically man the service desk and own the Service...Read more
How does the licensing system work?
1 comment
DW
Licenses are based on your agents or internal users. In the user admin area, you can change the designation in case a customer got marked as a user by...Read more
ManageEngine ServiceDesk Plus has no discussions with answers
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