Ivanti Service Desk [EOL] vs JIRA Service Management comparison

Ivanti and Atlassian are both solutions in the IT Service Management (ITSM) category. Additionally, 88% of Ivanti users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

Ivanti Service Desk [EOL]

Read 8 Ivanti Service Desk [EOL] reviews

88% willing to recommend

JIRA Service Management

Read 88 JIRA Service Management reviews

5,671 Views
4,140 Comparison Views

93% willing to recommend

Ivanti Service Desk [EOL]

JIRA Service Management

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Executive SummaryUpdated on Dec 29, 2025

Ivanti Service Desk EOL and JIRA Service Management are competing products in the IT service management domain. JIRA Service Management is generally considered superior due to its comprehensive features and value, despite Ivanti Service Desk EOL being favored for pricing and customer support.

Features: Ivanti Service Desk EOL offers effective incident management and automation tools, allowing businesses to transform its use across multiple departments. It’s noted for its flexibility in workflow integration. JIRA Service Management provides robust project tracking, agile workflows, and a wide variety of third-party integrations. Its features like customization of workflows and extensive integration capabilities enable adaptability to different business necessities.

Room for Improvement: Ivanti Service Desk EOL could improve by enhancing its project tracking capabilities and expanding integration options. It would benefit from refining its flexibility in workflows to better meet diverse business demands. JIRA Service Management might benefit from simplifying its customization processes to reduce complexity and improve user-friendliness. Additionally, enhancing its system stability could further improve user experience and satisfaction.

Ease of Deployment and Customer Service: Ivanti Service Desk EOL is recognized for its straightforward deployment and strong customer support, which eases the setup process. JIRA Service Management supports user-friendly deployment with comprehensive documentation and a strong community resource base, offering extensive self-help options and reliable customer service.

Pricing and ROI: Ivanti Service Desk EOL typically presents a lower setup cost with satisfactory return on investment, appealing to budget-conscious businesses. JIRA Service Management, while having a relatively higher setup cost, compensates with its extensive features and scalability, providing worthwhile long-term value. Its pricing is justified by its ability to scale with organizational growth and its strong performance in diverse environments.

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: January 2026).

Buyer's Guide

IT Service Management (ITSM)

January 2026

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Helped 881,821 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Ivanti Service Desk [EOL]

Average Rating

7.6

Reviews Sentiment

6.0

Number of Reviews

Ranking in other categories

No ranking in other categories

JIRA Service Management

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Help Desk Software (2nd), IT Service Management (ITSM) (2nd)

Featured Reviews

reviewer2150373

Senior Manager - Strategic Initiatives | Project Management | Reporting & Analytics at a hospitality company with 10,001+ employees

Scalable but interface can be improved

Basically, we use it for service management from the financial side of things I would say the simplicity of it. It's not very difficult and doesn't require strong technical skills to understand or implement. The interface can be improved. It can be made more interactive for self-service users.…

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Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Incident management is a valuable feature."

"The tool supports a lot of standard reporting KPIs."

"Incident management and service request management features are the most valuable."

"The initial setup was quite simple; installing just took a few minutes."

"The most valuable features of the Ivanti Service Desk are service requests and incident management."

"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."

"It is highly configurable with PinkVERIFY status."

"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."

"The customer portal allows users to register tickets themselves."

"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."

"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."

"The initial setup is easy and straightforward."

"The tool's stability is very good."

"JIRA helps integrate Kanban Board features and for this reason what it does it does well."

"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."

"The platform is easy to use."

More JIRA Service Management pros

Cons

"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."

"The mobile service is minimal and doesn't provide sufficient capabilities."

"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."

"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."

"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."

"The interface can be improved. It can be made more interactive for self-service users."

"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."

"You must be very technical to configure it."

"I am not familiar if there's an integration with Visual Studio from Jira."

"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."

"The reporting function of this solution, particularly the filters in the portal, could be improved."

"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."

"At times you will need add-ons or additional software, so built-in features would be helpful."

"One thing I would suggest is that before we create an epic, we mention the required stories in its description. Then AI could directly create those stories instead of doing it manually inside the table, so that integration can occur."

"Currently lacks an asset management module that can affect deployment."

"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."

More JIRA Service Management cons

Pricing and Cost Advice

Information not available

"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."

"Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."

"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."

"It is one of the premium products on the market, but it is very costly, especially in the Indian market."

"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."

"It is a cheaply priced product."

"It costs around $150 to $200 per user."

"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Financial Services Firm

Computer Software Company

Manufacturing Company

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	4

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	24
Large Enterprise	33

Questions from the Community

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What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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What do you like most about JIRA Service Management?

JIRA Service Management is a very user-friendly solution.

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What is your experience regarding pricing and costs for JIRA Service Management?

The price is actually reasonable.

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Freshdesk vs Ivanti Service Desk [EOL]

Compared 13% of the time

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Compared 15% of the time

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Compared 9% of the time

PagerDuty Operations Cloud vs JIRA Service Management

Compared 7% of the time

Zendesk vs JIRA Service Management

Compared 6% of the time

Freshservice vs JIRA Service Management

Compared 5% of the time

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

January 2026

Download Ivanti Service Desk [EOL] product report

Buyer's Guide

JIRA Service Management

January 2026

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Also Known As

No data available

JIRA Service Desk, Atlassian Jira Service Management

Overview

Deliver outstanding IT support services to employees and customers.

Ivanti

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?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

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.

Atlassian

Sample Customers

MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

Buyer's Guide

IT Service Management (ITSM)

January 2026

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