Compare Jira Service Management and SolarWinds Service Desk 
At a Glance
Market Segments
Mid-Market (40.6% of reviews)
Mid-Market (68.3% of reviews)
Entry-Level Pricing
0/agent/month
$39.00 Per Month
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 plansSolarWinds Service Desk
Star Rating
(742)4.3 out of 5
Market Segments
Mid-Market (68.3% of reviews)
Entry-Level Pricing
$39.00 Per Month
Free Trial is available
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that SolarWinds Service Desk excels in its Ease of Use with a score of 9.0, making it more intuitive for new users compared to Jira Service Management, which scored 8.1. Reviewers mention that the user-friendly interface significantly reduces the learning curve.
- Reviewers mention that Jira Service Management shines in Ticket Response User Experience, scoring 9.2, while SolarWinds Service Desk scored 8.2. Users appreciate the quick response times and streamlined ticket handling in Jira, which enhances overall efficiency.
- G2 users highlight that SolarWinds Service Desk offers superior Quality of Support with a score of 8.9, compared to Jira's 8.2. Reviewers say that the support team is responsive and helpful, which is crucial for businesses relying on timely assistance.
- Users on G2 report that Jira Service Management has a more robust Workflow feature, scoring 8.7 against SolarWinds' 8.1. Reviewers mention that the customizable workflows in Jira allow for better alignment with specific business processes.
- Reviewers mention that SolarWinds Service Desk provides a better Change Management experience, scoring 8.7 compared to Jira's 9.0. Users appreciate the structured approach to managing changes, which minimizes disruptions in service delivery.
- Users say that both products offer solid Reporting capabilities, but Jira Service Management edges out with a score of 9.1 versus SolarWinds' 8.3. Reviewers report that the dashboards in Jira are more visually appealing and easier to interpret, aiding in decision-making.
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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.
SolarWinds Service Desk
ESSENTIALS
$39.00
Per Month
For Growing Teams
- Essentials Includes:
- Chat Support
- Service Catalog
Free Trial
Jira Service Management
Free Trial is available
SolarWinds Service Desk
Free Trial is available
Ratings
Meets Requirements
8.7
678
8.6
670
Ease of Use
8.1
682
9.0
670
Ease of Setup
7.6
293
8.6
545
Ease of Admin
7.7
282
8.9
562
Quality of Support
8.3
571
8.9
645
Has the product been a good partner in doing business?
8.5
260
9.0
542
Product Direction (% positive)
8.4
652
9.0
653
Features by Category
Ticket and Case Management
8.9
28
Not enough data
9.2
26
Not enough data
8.7
28
Not enough data
8.9
26
Not enough data
8.5
25
Not enough data
8.5
27
Not enough data
9.1
27
Not enough data
8.0
25
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Communication Channels
8.6
29
Not enough data
8.6
29
Not enough data
8.0
22
Not enough data
7.8
20
Not enough data
7.5
19
Not enough data
Platform
7.8
26
Not enough data
8.2
29
Not enough data
8.4
28
Not enough data
9.0
26
Not enough data
8.5
27
Not enough data
8.3
25
Not enough data
Administration
9.0
75
|
Verified
8.7
102
|
Verified
8.5
69
|
Verified
8.6
106
|
Verified
8.9
81
|
Verified
8.4
116
|
Verified
Service Desk
9.0
88
|
Verified
9.3
123
|
Verified
9.0
87
|
Verified
9.2
122
|
Verified
8.9
88
|
Verified
8.7
116
|
Verified
Management
9.1
64
|
Verified
8.3
63
|
Verified
9.0
59
|
Verified
8.8
62
|
Verified
8.8
60
|
Verified
8.5
61
|
Verified
8.8
56
|
Verified
8.2
53
|
Verified
8.6
52
|
Verified
7.7
44
|
Verified
Functionality
9.1
68
|
Verified
9.1
67
|
Verified
9.0
60
8.4
51
|
Verified
8.8
65
|
Verified
8.8
58
|
Verified
8.9
64
|
Verified
8.1
61
|
Verified
Monitoring
8.9
73
|
Verified
8.5
65
|
Verified
9.1
77
|
Verified
8.5
74
|
Verified
9.1
77
|
Verified
8.7
80
|
Verified
Management Tools
9.0
77
|
Verified
8.9
85
|
Verified
8.9
76
|
Verified
8.7
86
|
Verified
9.2
65
|
Verified
8.5
73
|
Verified
Generative AI
Feature Not Available
7.0
15
Feature Not Available
7.3
15
Asset Inventory
Not enough data
8.5
57
Not enough data
8.4
56
Not enough data
8.2
44
Not enough data
8.1
44
Not enough data
8.1
54
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Management
Not enough data
8.7
59
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
49
Functionality
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Risk assessment
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Feature Not Available
Not enough data
Incident Management
8.7
220
8.6
410
8.7
227
8.6
407
8.7
237
8.8
440
8.3
193
8.4
394
8.3
190
8.5
379
Reporting
8.4
223
8.4
428
8.4
217
8.1
339
7.9
148
8.1
313
Access & Usability
7.8
144
7.2
342
8.5
192
8.5
384
8.4
155
8.3
323
8.3
151
8.5
260
Categories
Categories
Shared Categories
Jira Service Management and SolarWinds Service Desk are categorized as IT Service Management (ITSM) Tools, Incident Management, and Service Desk
Unique Categories
Jira Service Management is categorized as IT Alerting and Help Desk
SolarWinds Service Desk is categorized as IT Asset Management and Software Asset Management Tools
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SolarWinds Service Desk
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
12.4%
Hospital & Health Care
7.4%
Higher Education
5.1%
Education Management
4.9%
Financial Services
4.4%
Other
65.8%
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 Computer Software
I dislike the fact that accomplished or finished goals never go away. I wish they were archived instead of just having a strike-through because it doesn't feel fulfilling and eventually clutters the backlog screen a lot.
SolarWinds Service Desk
Most Helpful Favorable Review
Trevis P.
Verified User
The user friendliness of entire platform impressed me a lot. Therefore, I can comment this as an easy to use software.
Most Helpful Critical Review
Andrew S.
Verified User in Government Administration
I'm concerned we won't get the full value out of Samanage, since we outsource our helpdesk service. Clearly IT Assets are the focus of this application, but it would be nice to have some canned templates for other asset types (peripherals, desks, etc).
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.
Trevis P.
Verified User
The user friendliness of entire platform impressed me a lot. Therefore, I can comment this as an easy to use software.
Verified User in Computer Software
I dislike the fact that accomplished or finished goals never go away. I wish they were archived instead of just having a strike-through because it doesn't feel fulfilling and eventually clutters the backlog screen a lot.
Andrew S.
Verified User in Government Administration
I'm concerned we won't get the full value out of Samanage, since we outsource our helpdesk service. Clearly IT Assets are the focus of this application, but it would be nice to have some canned templates for other asset types (peripherals, desks, etc).
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
Windows Installer
1 comment
JB
This one is easy. When Samanage became Solarwinds we quit using the product and went elsewhere.
Samanage had an EXE and an ISO. I'm none to interested in...Read more
How do I upload a solution article using tablets or phones?
1 comment
DL
Unfortunately, we can’t create Solutions from the mobile app.
Read more
SolarWinds Service Desk has no more discussions with answers
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