Agiloft Service Desk Suite and JIRA Service Management compete in the IT service management landscape. Agiloft appears to have an advantage due to its flexible customization and robust support options, while JIRA Service Management is favored for its integration capabilities, ideal for agile projects.
Features: Agiloft Service Desk Suite provides highly adaptable customization, extensive workflow tailoring, and robust support services. JIRA Service Management offers seamless integration capabilities, enhanced team communication tools, and strong collaboration features.
Ease of Deployment and Customer Service: Agiloft presents a versatile deployment model with cloud-based, on-premise, and hybrid options. It also provides strong support services. JIRA Service Management primarily offers a cloud-based model, benefiting from Atlassian’s comprehensive online resources and community support.
Pricing and ROI: Agiloft typically has higher pricing due to its extensive customization capabilities, offering a strong ROI if solutions are a precise fit. JIRA Service Management is generally more affordable upfront, potentially providing a faster ROI for smaller teams through the Atlassian ecosystem.
| Product | Market Share (%) |
|---|---|
| JIRA Service Management | 6.4% |
| Agiloft Service Desk Suite | 0.6% |
| Other | 93.0% |
| Company Size | Count |
|---|---|
| Small Business | 30 |
| Midsize Enterprise | 24 |
| Large Enterprise | 33 |
Top rated by analysts and users
Awarded “Best Overall Value” three years in a row by Info-Tech Research Group
What we can do for you
Workflow automation guides Help Desk technicians or Support Staff through your preferred processes, tracks performance and proactively escalates issues before they become problems.
Dashboards, reports, and charts show turnaround times, staff productivity and overdue tickets at a glance. So you can plan and respond effectively.
Eliminate errors and duplication of effort by integrating information used by multiple processes in a centralized repository.
With a 24/7 self-service portal, users are able to report issues or request services online. A dynamic knowledge base with FAQ, and full text search, provides answers to common issues.
Provide real-time service for critical issues and convert chat transcripts into tickets with one click. LogMeIn Rescue or Bomgar integration enables fast and effective remote support.
Improve staff productivity with easily customized home pages that allow IT staff to work the way they like and see the information most important to them.
Available via historical snapshots that display the entire record as it existed at any point in time and configurable audit logs.
Through configurable ticket assignment and escalation rules that alert you to blockages and proactively escalate issues when necessary.
With multi-language functionality and follow-the-sun case assignment that can be customized for the working hours of different teams.
“Agiloft is one of the most caring and responsive vendors that I have ever worked with”
— Dave Ross, Cal Poly
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What Makes Us Different
JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.
This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.
What are the key features of JIRA Service Management?Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.
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