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JIRA Service Management vs SCSM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024
 

Categories and Ranking

JIRA Service Management
Ranking in Help Desk Software
2nd
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
6.5
Number of Reviews
78
Ranking in other categories
No ranking in other categories
SCSM
Ranking in Help Desk Software
15th
Ranking in IT Service Management (ITSM)
13th
Average Rating
7.0
Number of Reviews
25
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the IT Service Management (ITSM) category, the mindshare of JIRA Service Management is 11.4%, down from 12.0% compared to the previous year. The mindshare of SCSM is 2.0%, down from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Shambuling-Doni - PeerSpot reviewer
Nov 22, 2023
Easy to use, offers good stability and visibility for operational efficiency
We use Jira Service Management (JSM) to manage tickets.  It enables us to track, monitor, and manage user requests from initiation to resolution. We use it for the end-to-end process. We can add comments, and close requests., so our primary use case for JSM is ticketing.  The interface is good and…
Hossam Hussein - PeerSpot reviewer
Nov 24, 2022
Helps us manage IT operations, including incident and service requests, but could be easier to create reports
The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator. Microsoft System Center Service Manager has a large infrastructure and a large number of servers. For production and creation, it needs about five servers. For comparison, ManageEngine just requires one server, and it includes everything out of the box. The setup process could be improved. In the next release, I would like to see a mobile application for users to open tickets. I would also like the ability to deploy the solution on the cloud.

Quotes from Members

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

Pros

"Reporting and easy export to Excel spreadsheets."
"The dashboards are nicely laid out."
"It helps with time management and team management of the new tasks."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."
"The initial setup is straightforward."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"I've used SCSM a lot, and its features are valuable."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"It is a simple solution that is easy to configure."
"The solution is quite easy to integrate with other Microsoft products."
"The most requested feature from our customers is the helpdesk ticketing system."
 

Cons

"They need to work on the speed of Jira."
"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."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."
"I would like to see improvement in the ability to filter completed tasks."
"Generally requires the purchase of additional plugins."
"JIRA Service Management could include more AI features."
"There should be some AI integrations now as AI is in the picture."
"The user interface needs to be improved."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"We would like to see a web-based interface that works on mobile devices."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"The major issues with SCSM include its severe slowness, especially on the client side, and the lack of comprehensive reporting tools."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
 

Pricing and Cost Advice

"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."
"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."
"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."
"The price of the solution is becoming expensive and it should be reduced."
"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."
"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
"It is a cheaply priced product."
"The pricing is very competitive and I think that it is okay."
"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
"The license for SCSM is cheap."
"The platform is competitively priced."
"It is an expensive solution."
"The pricing is reasonable."
"It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
"Licensing can be complex and confusing."
"The price should be lower."
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
10%
Manufacturing Company
7%
Government
7%
Government
28%
Manufacturing Company
11%
Financial Services Firm
10%
Computer Software Company
10%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about JIRA Service Management?
JIRA Service Management is a very user-friendly solution.
What is your experience regarding pricing and costs for JIRA Service Management?
The pricing for Jira Service Management is reasonable and not expensive. It feels fair because there are opportunities for discounts through resellers.
What do you like most about SCSM?
The solution offers good productivity at a low price point.
What needs improvement with SCSM?
One customer uses another management tool, SiteScope, alongside SCSM. They might be looking for additional functionalities that SCSM could integrate. Thus, the product could include more features s...
 

Also Known As

JIRA Service Desk
System Center Service Manager
 

Overview

 

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Fibabanka, UMC Health System
Find out what your peers are saying about JIRA Service Management vs. SCSM and other solutions. Updated: October 2024.
814,649 professionals have used our research since 2012.