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JIRA Service Management vs SymphonyAI IT Service Management 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:
 

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
SymphonyAI IT Service Manag...
Ranking in Help Desk Software
23rd
Ranking in IT Service Management (ITSM)
24th
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
5
Ranking in other categories
IT Asset Management (15th)
 

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 SymphonyAI IT Service Management is 1.5%, up from 0.8% 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…
Abhishek Bhosle - PeerSpot reviewer
Good ticketing tool but limitations with integration
We use ManageEngine, but it's still pretty new and under development. We used SummitAI for about four years before switching to ManageEngine. There are specific features that were missing in SummitAI that we're hoping to find in ManageEngine. We were informed that ManageEngine was a new ticketing tool with modern and advanced analytics, which would be a better fit than SummitAI with its older engine. Firstly, ManageEngine allows detailed asset inventory per user. I, as a user, can store authentication details like which laptop and mobile I use, for all employees. Secondly, ManageEngine can handle patching, Windows updates, and pushing applications from the server to desktops. Finally, ManageEngine lets us do remote access directly through the tool.

Quotes from Members

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

Pros

"The visibility features are great."
"The query language and the ability to create views of the data are very useful."
"The flow of the reports is good."
"The query language and the ability to create views of the data are very useful."
"​Allows customized processes for our service contracts."
"Everyone knows how to use it, so there's no need to teach new members."
"The automations will really help the company by delegating work the way your company operates."
"The initial setup is easy and straightforward."
"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."
"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."
"The product has the best features for ITSM."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
 

Cons

"There is no notification regarding language upgrades."
"In-built chat is missing in JIRA Service Management."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"The solution should be more formalized. It could be more user-friendly."
"Integration could be improved."
"The deployment can be a bit complex, especially for those who are not technical."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"There should be some AI integrations now as AI is in the picture."
"There could be flexibility in terms of customization."
"Integration was a major limitation with SummitAI."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"I would like them to add software inventory in the next release. We don't have that right now."
 

Pricing and Cost Advice

"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
"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 pricing is free for us because we are an associate partner for the product."
"The price of JIRA Service Management could be reduced."
"The price of the solution is becoming expensive and it should be reduced."
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"We have a regular license."
"SummitAI IT Management Suite's pricing is a bit expensive."
"The product's cost is average."
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
9%
Manufacturing Company
8%
Government
7%
Financial Services Firm
16%
Computer Software Company
14%
Manufacturing Company
13%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about SummitAI IT Management Suite?
It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners.
What is your experience regarding pricing and costs for SummitAI IT Management Suite?
The product's cost is average. It used to be inexpensive, but now they have added many functionalities. Still, it is cheaper than other more significant tools in the market. The suite is not just l...
What needs improvement with SummitAI IT Management Suite?
Integration was a major limitation with SummitAI. Features we need are available in ManageEngine, making it a better fit. Secondly, the cost of SummitAI was a challenge. Finally, company policies o...
 

Also Known As

JIRA Service Desk
Summus IT Management Suite
 

Overview

 

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Magma, Toyota, Evidera, Netik, KPMG, Innodata, ABB, DAIKIN, Toshiba, Emerson, Dell, Pansonic, DBS, PWC, EY, Hexaware Technologies, Deloitte, NEC, Birla Soft, Panasonic, Harman, SBI, Kotak Life Insurance, SREI, Marico, Perfetti, Manipal Hospitals, Maruti Suzuki, Royal Enfield, Toyota, CEAT, ABB, L&T, VIP, Knight Frank, Adithya Birla
Find out what your peers are saying about JIRA Service Management vs. SymphonyAI IT Service Management and other solutions. Updated: February 2025.
837,501 professionals have used our research since 2012.