Integrations and automation with other systems make a very useful and fluid toolbox that actually makes life easier.

When there are large about of mini-tasks some of them can get lost. Unable to merge issues to another project.

Good app for tracking tickets and issues quick and responsive. Love how can you customize the whole dashboard.

UI is clean and user friendly (customizable to a sensible extent). Contains useful metrics that are easy to configure and gain reports from.

Jira helped us with good data. We are also utilizing Jira's excellent searching, dashboarding and API functionality to feed data to other systems and drive changes beyond just customers.

We've loved using Service Desk as it has filled a need that we have had on our team for a while and allows us to stay within the Jira suite of tools.

I find the UI of Jira Service Desk very clean and modern compared to other service desks software on the market.

For our use case, we have seen the power of exposing API endpoints, setting up user guides, and onboarding documentation that is easily and quickly available for those who need to consume it.

I am really satisfied with Jira Service desk, now my customer incidents are in order and easy to track.

Good for starting, when you increase complexity you need to mode to a different solution.

So easy customized and really helpful for improvement working process. Very recommended to using this.

Confusing settings requirements for some user modifications needs (esp. where mapping/editing workflow schemes are concerned).

Given the time and money, I'd say it could be great if I implemented it myself.

A great product at a reasonable price point. This review is for the Cloud version.).

The Service Management tool for Atlassian is a great option for medium to large teams. One of my favorite things about this is the customizable options for all areas of the tool.

Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow.

The tool is easy to use and navigate. Even first time users would be able to figure out how to submit a ticket/request with ease.

I like the notifications when tasks are assigned or completed. It's a good motivator when you see your sprint completed.

No advanced roadmaps (premium feature) in next gen projects. Automations are bad, tickets custom fields are sometimes not uderstood by the automation.

I do not work directly on the systems team so on the side of requesting ticketing, I have yet to find a negative part of this software.

Perfect for tracking your daily and weekly tasks. Great to work with in a team project.

The only bad point that I can mention about Service Desk is its price. A lot of clients I worked with complained about it.

I feel confident that our systems team will be able to effectively take care of our requests without the hassle from having to coordinate emails.

We love how it integrates with our our project tracking and documentation tools: Jira and Confluence. The price jump from 3 agents to 4 is substantial.

Tool does its job with facilitating the issue management and reporting process. Ability to upload related documents, comment, and track statuses through resolution.

I most like Jira because it has given our office the ability to prioritize needed projects from team members.

Easy tracking and escalation is enable where the support teams can track and provide resolution by prioritizing the service requests.

The front end UI for customers/users is really straight forward. The integration with active directory has been helpful for user access too.

Initial pricing is attractive. A decent plugin community fills some gaps, but be expected to pay on top of the initial JSD pricing.

Andrew is amazing and helped with the process and continues to help as we start to uncover more and more about this program.

It's quick, responsive and overall the best product I've used.

I have been personally using Vivantio for about 1 month now at my company and the ease of use and simplicity is quite enjoyable.

Good value for money ITSM Tool for ITIL based Service Desks.

A more mature API would massively aid integrations in/out of Vivantio.

Always a pleasure to deal with. Overall, I would say that Vivantio improved my own service desk, but outlived its usefulness in around 4 years.

Great easy to use software, user friendly and useful to produce reports. Vivantio support is always quikc to respond and helps with all issues.

SaaS offering, Customer Portal, and easy Email to Ticket integration.

I one day had an emergency and needed to log in, but I had to change the password which wasted a little bit of critical time.

Could be a little more flexible, but overall has a good workflow. Significant improvement over the previous generation client.

Customer representatives are very hands on and helpful. I have admin'd other software and while other, more popular software has more documentation, their reps are non-existent.

Support has been good so far, software itself on the admin side is somewhat complex, but on the end user side is friendly and easy to use.

Overall I recommend Vivantio as a company and their ITSM suite of tools offer excellent value for money in my opinion.

I have to say, Vivantio is an amazing program, the customization for every little detail that we wanted was able to be done.

If you search for an incident by keyword, often, no results are found, even when that keyword exists in an incident.

Not a perfect system, but still one of the best service management software.

For example, if you have more than one file attached in a ticket, you have to manually download them one by one. It does not work very well in 4:3 screens, but this is undersandable.

The weaknesses only become apparent when the numbers of users passes around 20, tickets pass 100 per week and customers pass around 20.

Easy to implement and customise to meet our needs.

Can be hard to get used to using at the start. Finding old tickets can be a pain sometimes.

I have had great success with using Vivantio as it offers a really agile and flexible tool for managing software and platform issues.

No major COns which is why this application was chosen.

I have had limited experience with Vivantio technical support and after sales however the interactions that I had were pleasant and prompt.

How much customization it allows. We can tailor it to fit our needs.

US Dollar

Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution that unlocks high-velocity teams. 


IT is in the midst of rapid transformation to build capabilities that enable quick delivery of great services while managing cost and risk. But old ways of working constrain progress. Rigid processes limit team agility. Disparate, disconnected tools interrupt the flow of information and hinder good decision-making. With Jira Service Management, teams can: 


- Manage work across teams on one platform 


- Enable employees and customers to quickly get the help they need with a self-service portal


- Respond, resolve and continuously learn from incidents


- Innovate faster with automated change risk assessments, advanced approval workflows


- Gain visibility into infrastructure and understand service dependencies


- Set up advanced SLA metrics and report on performance in real-time


- Configure automated rules so users can streamline repetitive tasks and agents can get more done


With over 1000+ integrations on Atlassian Marketplace, including CircleCI, Jenkins, AWS, and more, Jira Service Management can be easily customized to fit any team’s needs.

LongDescription

Commenting/Notes

Support Ticket Management

Real-Time Analytics

Surveys & Feedback

Status Tracking

Email Alerts

Customizable Reports

Document Storage

Access Controls/Permissions

Activity Tracking

Customer Segmentation

IT Asset Management

Real-Time Monitoring

Customer Service Analytics

Workflow Configuration

Contract/License Management

License Management

Change Management

Project Management

Approval Process Control

Rules-Based Workflow

Procurement Management

Supports Agile

Customizable Fields

Collaboration Tools

Automated Routing

Assignment Management

Data Import/Export

Problem Management

Remote Monitoring & Management

Help Desk Management

Audit Trail

Mobile Access

Cost Tracking

Service Reporting

Capacity Management

Compliance Management

Performance Metrics

Routing

Service Catalog

Issue Scheduling

Issue Management

Maintenance Management

Text Editing

Multi-Channel Communication

Configuration Management

Queue Management

Support Ticket Tracking

Client Portal

Social Media Integration

Workflow Management

Real-Time Updates

Email Management

Ticket Management

Recurring Issues

Asset Tracking

Alerts/Notifications

Reporting & Statistics

Network Monitoring

Time & Expense Tracking

Service Level Agreement (SLA) Management

Availability Management

Customizable Templates

Issue Tracking

Dashboard

Multi-Language

Patch Management

Audit Management

Alerts/Escalation

Real Time Reporting

Customizable Branding

IT Reporting

Asset Lifecycle Management

Compliance Tracking

Reporting/Analytics

Widgets

Prioritization

Feedback Management

Supplier Management

Customizable Forms

Requisition Management

Incident Management

Backup and Recovery

Autoresponders

Customer History

Issue Auditing

Third-Party Integrations

Maintenance Scheduling

Task Management

Release Management

Inventory Management

Search/Filter

Real-Time Chat

Self Service Portal

Knowledge Base Management

Remote Access/Control

Windows 7

Windows Vista

Windows XP

Mac OS

Web browser (OS agnostic)

Windows 2000

Windows 8

Windows 10

Free for up to 3 agents
7 day free trial of paid plans
Standard: 4-15 agents for $20/agent/month, 16+ agents at discounted price
Premium: 4-15 agents for $45/agent/month, 16+ agents at discounted price
Enterprise plans are also available, billed annually.

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

Chat

2-10

11-50

51-200

201-500

501-1000

1000+

JIRA Service Management

Live Online

Webinars

Documentation

Videos

Founded in 2003, Vivantio is a leading provider of service management software for both internal- and external-facing teams. Centralize your service operations across IT, HR, GRC, Facilities, Finance, Legal and B2B Customer Support.

By combining enterprise-level functionality with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, scalable, and fully configurable platform that empowers businesses to achieve service excellence. The platform scales to meet the complex needs of large multi-site organizations and high-growth businesses.

Vivantio offers flexibility without sacrifice:
- Future-proof your support teams with a solution that scales as you grow
- Get enterprise-level functionality without the hefty price tag, lengthy implementation or annual price gouging
- Centralize all your support teams – internal and external facing – in a single tool
- Onboard in days -- not months -- with the help of a dedicated implementation manager
- Connect with a real person on our in-house support team when you have a question
- Configure to each team's needs without ever writing a line of code or shoulder-tapping a developer

Key features include:
- dashboards
- charts and reports
- routing and escalation 
- assignments
- forms with custom fields
- incident management, problem management, and change management
- workflow tracking 
- configurable ticketing
- knowledge management
- branded self-service portals
- CRM

The system is compatible with Apple iOS and Windows and can be accessed from mobile devices remotely. Vivantio also offers client management, which allows users to input business logic to automatically route, assign and prioritize tickets based on location, client and more. Users can also create and manage service contracts.

Vivantio offers services on an annual subscription basis. It also offers a perpetual license for a one-time fee. Support is available via phone, email and through an online knowledge base.

Real Time Analytics

Engagement Tracking

Employee Management

Forecasting

User Management

Application Management

Performance Management

HIPAA Compliant

SMS Messaging

Real Time Monitoring

Active Directory Integration

SSL Security

Single Sign On

Secure Login

Knowledge Management

Communication Management

Customer Database

Scheduled/Automated Reports

Calendar Management

Call Center Management

Template Management

Call Routing

Email Templates

The Vivantio Platform provides multiple licensing options (named, concurrent, mixed, pools) to help you maximize your investment and keep your whole service team connected.

Price includes:
-Every Vivantio feature
-Choice of data centers
-In-house Professional Services
-Customer Success Manager
-Vivantio US & UK Telephone, Email and Self Service Support

Volume discounts start at around 15 users and continue to rise to 40%.

Educational institutions automatically qualify for a 5% discount; non-profits for 10%.

JIRA Service Management vs Vivantio

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