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JIRA Service Management vs SCSM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

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

ROI

Sentiment score
7.6
JIRA Service Management boosts efficiency and ROI, especially for large teams, despite its complex interface, surpassing competitors.
Sentiment score
7.7
SCSM offers savings and efficiency, but underutilization and reporting issues can limit ROI and lead to potential dissatisfaction.
 

Customer Service

Sentiment score
6.9
Atlassian's customer service is praised for expertise and responsiveness despite occasional time zone delays, with diverse support options.
Sentiment score
6.2
SCSM support experiences vary with enterprise size, issue severity, and costs, leading many to seek alternative assistance.
Response times are slow, and engineers often lack the necessary product knowledge.
 

Scalability Issues

Sentiment score
7.7
JIRA Service Management is flexible and scalable, though challenges in advanced scenarios depend on organizational configurations.
Sentiment score
7.1
SCSM offers scalable solutions for enterprises, integrating with SCOM, but may face resource limitations affecting performance.
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
From an admin point of view, Intune has more features and is easier to manage.
 

Stability Issues

Sentiment score
8.0
JIRA Service Management is highly stable, with users rating it highly despite minor glitches or occasional sluggishness.
Sentiment score
7.3
Many users find SCSM stable, with improvements noted, despite some concerns about cloud transitions and reporting speed.
There should be more governance for permissions and more options for customized access without frequently involving the admin.
 

Room For Improvement

JIRA Service Management faces challenges with integration, customization, high costs, and needs improvements in usability, communication, and asset management.
Users seek enhancements in SCSM's interface, integration, stability, pricing, support, administration, and compliance for improved user experience.
It remains one of the main barriers to using JIRA Service Management across our entire company.
JIRA's user interface needs training to understand and utilize.
The interface could be made easier to use.
From an admin point of view, Intune has more features and is easier to manage compared to SCCM.
 

Setup Cost

JIRA Service Management provides tiered pricing with agent-based and user options, offering competitive rates and discounts for larger tiers.
SCSM pricing is complex, with mixed user reviews, enterprise discounts, and potential extra costs for third-party integrations.
 

Valuable Features

JIRA Service Management excels in customization, integration, and flexible workflow management with valued dashboards, ticketing, and SLA features.
SCSM excels in integration, user-friendliness, ITIL support, incident management, reporting capabilities, and offers scalability and security enhancements.
For every task we are working on, the project manager can see the status once we update the stories mentioned.
JIRA itself is valuable for managing tickets, user stories, and pipeline.
The query language and the ability to create views of the data are very useful.
SCCM provides remote tool functionality, which is not in Intune.
 

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
7.1
Number of Reviews
86
Ranking in other categories
No ranking in other categories
SCSM
Ranking in Help Desk Software
12th
Ranking in IT Service Management (ITSM)
11th
Average Rating
7.0
Reviews Sentiment
6.6
Number of Reviews
26
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of February 2025, in the IT Service Management (ITSM) category, the mindshare of JIRA Service Management is 10.9%, down from 12.1% compared to the previous year. The mindshare of SCSM is 1.7%, down from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Karim Yousef - PeerSpot reviewer
Efficiently track and document projects with seamless tool integration
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…
PraveenSharma3 - PeerSpot reviewer
Enhanced remote functionality complements intricate admin management
We are using it as co-management, working from SCCM and some from Intune. However, there are dissimilarities between SCCM and Intune, so we use SCCM for specific tasks or policies Currently, with the system, we have some remote tool functionality which is not available with Intune. We are also…
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837,501 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
9%
Manufacturing Company
8%
Government
7%
Government
24%
Manufacturing Company
12%
Financial Services Firm
12%
Computer Software Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about SCSM?
The solution offers good productivity at a low price point.
What is your experience regarding pricing and costs for SCSM?
We acquired SCSM for free with our Microsoft Endpoint Manager purchase, and we only paid for the integration process.
What needs improvement with SCSM?
From an admin point of view, Intune has more features and is easier to manage compared to SCCM. SCCM is a little complex for the admin point of view. Although some engineers at Microsoft are good, ...
 

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: February 2025.
837,501 professionals have used our research since 2012.