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JIRA Service Management vs Spiceworks comparison

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Featured Review
Find out what your peers are saying about JIRA Service Management vs. Spiceworks and other solutions. Updated: January 2022.
564,599 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"It's easy to set up the solution.""Useful for tracking issues with development.""Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general.""Its integration is most valuable. It is pretty open for integration.""The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features.""The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests.""Compared to other solutions, Jira Service Management is really reasonable regarding price and speed.""Some of the most valuable features are simplicity, ease of configuration, and ease of customization."

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"The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space.""It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front.""Spiceworks is generic and free.""It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status.""The most valuable features are the inventory and personalization."

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Cons
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement.""The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient.""Integration could be improved.""It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow.""Cost has prohibited us from switching entirely to this solution.""Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good.""There should be better connections with access management. They should improve the connectivity.""In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."

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"Since Spiceworks is a free tool, it's not very scriptable or customizable.""Having an integrated asset management tool, where I can plug in things that are offline, would be good.""There are a lot of disadvantages to Spiceworks because it's not an agent-based solution.""Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it.""The network mapping could be improved. Putting together an actual bonafide network map would be really nice."

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Pricing and Cost Advice
  • "It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
  • "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."
  • "The pricing is free for us because we are an associate partner for the product."
  • "Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."
  • "We need a license because we have a higher number than the free part."
  • "The pricing is very competitive and I think that it is okay."
  • "I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."
  • "For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
  • More JIRA Service Management Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: 
    Hi,  There are no ITSM  tools that are HIPAA compliant as per my knowledge. The tools need to be tuned and configured to be compliant with Standards for Privacy of Individually Identifiable Health… more »
    Top Answer: 
    The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I… more »
    Top Answer: 
    Spiceworks is generic and free.
    Top Answer: 
    Since Spiceworks is a free tool, it's not very scriptable or customizable.
    Top Answer: 
    We're using Spiceworks mainly for infrastructure monitoring.
    Ranking
    2nd
    out of 55 in Help Desk Software
    Views
    8,892
    Comparisons
    7,386
    Reviews
    16
    Average Words per Review
    552
    Rating
    8.0
    14th
    out of 55 in Help Desk Software
    Views
    3,841
    Comparisons
    2,683
    Reviews
    5
    Average Words per Review
    626
    Rating
    6.8
    Comparisons
    Also Known As
    JIRA Service Desk
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    Overview

    Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident, problem, change, and configuration management.

    From network inventory and network monitoring to help desk software, and mobile device management (MDM) to cloud services detection, Spiceworks helps you manage everything about your IT workday from one easy place.
    Offer
    Learn more about JIRA Service Management
    Learn more about Spiceworks
    Sample Customers
    mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
    Broward Center for the Performing Arts, Symantec, Webroot, EMC, Pertino
    Top Industries
    REVIEWERS
    Computer Software Company31%
    Comms Service Provider19%
    Retailer13%
    Transportation Company6%
    VISITORS READING REVIEWS
    Computer Software Company28%
    Comms Service Provider20%
    Government8%
    Financial Services Firm6%
    REVIEWERS
    Manufacturing Company14%
    Construction Company10%
    Hospitality Company7%
    Retailer7%
    VISITORS READING REVIEWS
    Comms Service Provider25%
    Computer Software Company23%
    Government8%
    Educational Organization6%
    Company Size
    REVIEWERS
    Small Business52%
    Midsize Enterprise12%
    Large Enterprise36%
    REVIEWERS
    Small Business49%
    Midsize Enterprise30%
    Large Enterprise21%
    Find out what your peers are saying about JIRA Service Management vs. Spiceworks and other solutions. Updated: January 2022.
    564,599 professionals have used our research since 2012.

    JIRA Service Management is ranked 2nd in Help Desk Software with 19 reviews while Spiceworks is ranked 14th in Help Desk Software with 5 reviews. JIRA Service Management is rated 8.2, while Spiceworks is rated 6.8. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of Spiceworks writes "Has good policy enforcement but the network mapping could be improved". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Zendesk Guide, PagerDuty and Micro Focus Service Manager, whereas Spiceworks is most compared with Zabbix, SolarWinds NPM, ServiceNow, Nagios Core and SysAid. See our JIRA Service Management vs. Spiceworks report.

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