Atera vs JIRA Service Management comparison

Atera and Atlassian are both solutions in the IT Service Management (ITSM) category. Atera is ranked #14 with an average rating of 9.0, while Atlassian is ranked #2 with an average rating of 8.1. Atera holds a 2.5% mindshare in ISM, compared to Atlassian’s 11.7% mindshare. Additionally, 93% of Atera users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

Atera

Read 15 Atera reviews

1,442 Views
875 Comparison Views

93% willing to recommend

JIRA Service Management

Read 81 JIRA Service Management reviews

5,110 Views
3,694 Comparison Views

93% willing to recommend

Atera

JIRA Service Management

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

JIRA Service Management and Atera are two competing products in the IT service management space. JIRA Service Management is preferred for its project management capabilities and cost efficiency, while Atera is recognized for its pricing model and remote monitoring features.

Features: JIRA Service Management offers user-friendly customization, seamless workflow management, and effective ticket handling. It integrates well with Atlassian products, providing dashboards for tracking and extensive organizational impact. Atera stands out with its remote monitoring, automation features, and effective ticket management, enhancing resource allocation with robust monitoring capabilities.

Room for Improvement: JIRA Service Management could improve email integrations, streamline mobile connectivity, and enhance user experience with centralized document storage. Atera needs to enhance automation, support for mobile devices, and network management capabilities, with greater integration options being suggested.

Ease of Deployment and Customer Service: JIRA offers flexible deployment options across Public Cloud, Private Cloud, and On-premises with thorough documentation, though technical support has mixed reviews due to time zone challenges. Atera provides straightforward deployment with high customer service satisfaction, supported by consistent support and a scalable pricing model.

Pricing and ROI: JIRA Service Management features competitive pricing with user-based tiers, though additional costs for add-ons can rise at larger scales, delivering value through efficiency and integration. Atera's cost-effective per-technician pricing model allows easy scalability without per-device fees, offering significant cost savings for small to medium-sized businesses.

To learn more, read our detailed Atera vs. JIRA Service Management Report (Updated: December 2024).

Buyer's Guide

Atera vs. JIRA Service Management

December 2024

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Categories and Ranking

Atera

Ranking in IT Service Management (ITSM)

14th

Average Rating

9.2

Reviews Sentiment

8.2

Number of Reviews

Ranking in other categories

Remote Monitoring and Management (RMM) (3rd), Patch Management (11th)

JIRA Service Management

Ranking in IT Service Management (ITSM)

2nd

Average Rating

8.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Help Desk Software (2nd)

Mindshare comparison

As of December 2024, in the IT Service Management (ITSM) category, the mindshare of Atera is 2.5%, down from 3.0% compared to the previous year. The mindshare of JIRA Service Management is 11.7%, down from 12.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

Chris Bashlor

IT Managed Service Provider at Principal PC Consulting, LLC

Pay just one price for unlimited devices and remote features enable easy access to all end points regardless of their location

When it comes to ease of use and the user interface I would give Atera a nine out of 10. The platform responsiveness to everything is solid. The updates Atera has put out have been second to none. Moreover, I find that if it wasn't for Atera, I wouldn't be gaining the number of clients I have and growing my business as I do. Atera provides ease of access to all devices no matter where they're located. It makes no difference if the client is in a work group or if he is on a certain domain. Atera enables me to access our clients' devices with ease and to provide them with feedback across the board. It benefits both me and my clients. When it comes to pushing out anything, such as antivirus features, it's second to none. As I'm more of a hands-on person, I visit many of my clients. Often, while visiting a client site, another client will call. With Atera, I am able to remotely handle whatever needs to be done to his machine, be it installing a printer or helping with a password. When a client calls and needs something handled quickly, Atera is a big help. On a daily basis, it saves me time and approximately seven to 10 hours per week. Were I not always going around to all my clients, it would save me even more time.

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Shambuling-Doni

Sr Manager IT at L&T Technology Services

Easy to use, offers good stability and visibility for operational efficiency

The search function could be improved. We have to search a certain way. There is no generic search, it is more object-oriented search. The interface could also be more user-friendly. So, the interface and search could be improved. Additionally, I would like to see more accessibility. It would also be great if there was a Jira mobile app.

Read full review

Quotes from Members

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

Pros

"I have better access when I go to look for something regarding either a specific user or software. It is easier to locate. When I am troubleshooting with my clients on the phone, I am not fiddling around looking through a bunch of ticket notes trying to locate something. It makes me a lot more efficient."

"There are a lot fewer hardware replacements. Once people migrated from old style hard disks over to SSDs, you have things like hard disks filling up faster. So, I run a script to clear out all the waste, e.g., all the temporary files and downloads. A lot of our business runs through a custom web application that we built. This involves people downloading a lot of PDFs and Excel files, and not just having them sitting in folders. With Atera, I can just go through and clean the temporary files out."

"It is reliable, and when it is working, it works without issues."

"Atera saves money. A trip to the customer costs between $20 to $30. Then, you need to charge the customer $20 to $30 for the travel. However, if you are doing this work remotely, then you are not driving. This makes the process easier and saves money for you and the customer. For example, if it is just one machine, then the savings comes out to $50 to $60. If we are talking about a huge client, who has hundreds of machines and is changing their infrastructure, that is a lot of money."

"Pricing is definitely my favorite part of it. It is also extremely easy to use."

"All of the features of Atera are valuable because they allow the customers to achieve their goals. It is easy to use, has good collaboration, and has zero maintenance."

"The most valuable features of this solution are automatic batch matching and unattended support access."

"I really like the Shared Script Library and automation tasks which they have implemented... because all the Atera users in the community can share their scripts and their automation tasks knowledge. The same goes for the Shared SNMP Template Library."

More Atera pros

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

"Easily integrates with other tools."

"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."

"Transparency of the system helps both internal and external persons involved."

"The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."

"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."

"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."

"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."

More JIRA Service Management pros

Cons

"I also use Apple Zoho, which does not require you to download anything. You can get help from Zoho. Atera, on the other hand, requires you to download an applet."

"They are working on an update, and I would like to see more stuff outside of just computers and servers. Increasingly, we need to be able to monitor and manage network devices. Atera is improving on that already, which is one place that it is currently lacking."

"Having more freedom to perform identity access management would be great."

"I would like to see more mobile device management. iPad is a big one. I know they've been working on some of that. For me, it would be amazing if I could do tablet devices and even expand it to POS systems or the like. I know that a lot goes into that but I've seen it is an area they're looking at."

"The mobility of Atera is also a feature which needs to be addressed so that it can be used on iPads, iPhones and things of this nature. I would also like to see an agent included on these devices so that I can monitor, maintain and manage them."

"It will be interesting if Atera can integrate all kinds of products. In North America, there are a lot of resellers, like Ingram Micro, Tech Data, Arrow Electronics, etc. It would be amazing if Atera could integrate with these products. If they could integrate with these products for MSPs, it would be much easier. Then, if you are buying something, and need to add something, you don't need to jump from place to place because this is a very quick sales instrument for use on a daily basis."

"There is definitely room for improvement with its automation capabilities."

"Customization could be improved."

More Atera cons

"Field addition and removal features are not very intuitive in JIRA Service Management."

"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."

"I'd like to update the dashboard so that more features are available."

"It should be easier to log in."

"SaaS version for large organizations (more than 2000 users) is not available."

"JIRA Service Management could include more AI features."

"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."

"I would like to see improvement in the ability to filter completed tasks."

More JIRA Service Management cons

Pricing and Cost Advice

"The price is reasonable for what we require."

"We pay per user. I am the only user. It is $150 per user. If I need to add one, it is not as costly as expanding with other providers."

"Atera's pricing stays fixed and predictable, enabling us to add more customers and unlimited monitored devices. We still have a number of clients who fit a break/fix IT model. This is something where clients are complaining more about having to pay extra month-by-month for technology services. With Atera's model, we don't have to be going out and asking for more from clients each month. Right now, with where we are at in terms of scale, this is very important to us."

"It comes with unlimited devices, so the fixed price cost is taken out of my budget. So, I'm all good."

"In terms of cost, it's not very expensive. I’d rate it around three or four out of ten, considering its value for money."

"With Atera, the more you add, the cheaper the cost of the additional endpoints will be."

"The value of the product is perfect, neither cheap nor expensive. I think it is the right rate. It would be awesome if it continued to be the same price because it is a great solution that I like. I like it because I'm not paying per device. I have some customers on monthly contracts and some of them are on break'n fix. If I have a client who is on break'n fix, and they need to pay per agent, then I am losing money. If they were ever to change structures, going to pay-per-device model, then I would need to think about changing to something else."

"Pricing is my favorite part of it. It was per user, not per client."

More Atera pricing and cost advice

"It is a cheaply priced product."

"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."

"Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."

"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."

"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."

"We have an annual license with JIRA Service Management, but it is billed monthly."

"Jira Service Management has affordable license fees. It's $12 a month per person."

"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."

More JIRA Service Management pricing and cost advice

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Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

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Top Industries

By visitors reading reviews

Computer Software Company

12%

Comms Service Provider

Retailer

Manufacturing Company

Computer Software Company

20%

Financial Services Firm

Manufacturing Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What is your experience regarding pricing and costs for Atera?

Pricing is low. It costs around 149 bucks per month.

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What needs improvement with Atera?

It should improve its processes.

See all answers

What is your primary use case for Atera?

Atera is integral to our daily operations. We use it for RMM, PSA, our ticket system, and contact with people. We also integrate it with different products.

See all answers

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

See all answers

What do you like most about JIRA Service Management?

JIRA Service Management is a very user-friendly solution.

See all answers

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

We used Jira's free version for some time, and we used it as an offline service without communicating with the Jira team regarding the license.

See all answers

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Product Reports

Buyer's Guide

Atera

December 2024

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Buyer's Guide

JIRA Service Management

December 2024

Download JIRA Service Management product report

Also Known As

No data available

JIRA Service Desk

Learn More

Atera

Atlassian

Overview

Atera offers a comprehensive solution for MSPs and IT Professionals. The platform provides in one integrated solution: full remote monitoring and management (RMM), PSA, remote access, patch management, billing, reports, and so much more! Atera’s disruptive pricing model also helps managed IT service providers scale their business while providing continued best-in-class service. All plans include unlimited devices, meaning you only pay per technician.Everything you need, in one easy-to-use platform

Thousands of paying users in over 75 countries
Free 30-day trial, no credit card or commitment required
No hidden fees or restrictions, all plans include unlimited devices
Seamless integration with your favorite IT tools including: Splashtop, AnyDesk, TeamViewer, and ScreenConnect

What can Atera do for you?

Improve Efficiency. Atera delivers customers the tool suite for IT management. Everything you need in an all-in-one, easy-to-use platform.
Automation. Set alerts and proactively prevent issues for your clients. Minimize time spent on manual tasks and spend more time on what matters most, serving your customers.
Disruptive Pricing, Unlimited Devices. Per technician-based pricing with unlimited servers and workstations means you can cover it all, at one fixed price.

JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:

1. Accelerating the flow of work between IT teams, development teams, and business teams

2. Empowering teams to deliver their service more quickly

3. Bringing visibility to their work

Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.

JIRA Service Management Features

JIRA Service Management has many valuable key features. Some of the most useful ones include:

Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.

JIRA Service Management Benefits

There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:

The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.

Work is made visible through the open and collaborative JIRA platform.
Connect IT and development on a single platform to accelerate workflow.
Gain significant ROI with competitive pricing on useful features.
Benefit from faster time to value by implementing a full ITSM solution in just a few months.
Lower total cost of ownership without expensive ongoing maintenance and upgrades.
Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.

Reviews from Real Users

JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:

Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”

Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”

Sample Customers

MSPs, IT consultants, and IT departments worldwide trust and use Atera.

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

Buyer's Guide

Atera vs. JIRA Service Management

December 2024

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