May 28, 2015
@Dirk - Have you made a final decision about moving to JIRA? Anything you can share with the community? Thanks!
JIRA Service Management and TOPdesk compete in the service management category. JIRA Service Management appears to have the upper hand with its comprehensive integration capabilities and customization options, appealing to those needing extensive control and flexibility.
Features: JIRA Service Management excels in integration capabilities, offering extensive customization and complex workflow management across different teams. It provides valuable dashboard features and strong SLAs, unifying operations and development needs. TOPdesk is noted for its ease of use, provided it's implemented correctly, alongside strong incident management and straightforward change management features. Its reporting capabilities, although sometimes seen as basic, fulfill many user needs.
Room for Improvement: JIRA Service Management could enhance its email integration and broaden integration with non-Atlassian products. Users suggest intuitive improvements, better cost management for add-ons, and real-time reporting enhancements. For TOPdesk, advancements in technology platform integration and reporting features are desirable. Users point to the need for a more streamlined change management module, a more effective user interface, more robust AI capabilities, and a better knowledge base integration.
Ease of Deployment and Customer Service: JIRA Service Management offers deployment flexibility with options for public or private cloud environments, though its setup can be complex without expertise. Customer service has seen improvements with prompt support, yet faster direct support contact is occasionally desired. TOPdesk provides simpler deployment, albeit needing adjustments for larger operations. The support is consistent, though sometimes delayed due to geographic issues, but it is seen as cost-effective.
Pricing and ROI: JIRA Service Management starts at about $10 per user monthly with volume discounts, although the pricing model for add-ons can increase costs as user numbers grow. It offers strong ROI by saving time and resources. TOPdesk is generally cheaper than JIRA, providing cost savings, especially for smaller organizations, with a straightforward pricing model based on installed modules, advantageous for managing costs effectively. Both products provide notable ROI, with JIRA favored for complex environments and TOPdesk for ease of implementation and use.
| Product | Market Share (%) |
|---|---|
| JIRA Service Management | 6.5% |
| TOPdesk | 2.0% |
| Other | 91.5% |
| Company Size | Count |
|---|---|
| Small Business | 30 |
| Midsize Enterprise | 24 |
| Large Enterprise | 33 |
| Company Size | Count |
|---|---|
| Small Business | 2 |
| Midsize Enterprise | 3 |
| Large Enterprise | 7 |
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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