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Alemba Service Manager vs JIRA Service Management comparison

Alemba and Atlassian are both solutions in the IT Service Management (ITSM) category. Alemba is ranked #30, while Atlassian is ranked #2 with an average rating of 8.1. Alemba holds a 1.0% mindshare in ISM, compared to Atlassian’s 7.6% mindshare. Additionally, 100% of Alemba users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.
Alemba Service Manager
Read 3 Alemba Service Manager reviews
  • 506 Views
  • 501 Comparison Views
100% willing to recommend
JIRA Service Management
Read 88 JIRA Service Management reviews
  • 5,130 Views
  • 3,642 Comparison Views
93% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 29, 2025

JIRA Service Management and Alemba Service Manager compete in IT service management. JIRA Service Management seems to have an upper hand in integration and scalability, while Alemba Service Manager provides a higher overall value due to specific features users value.

Features: JIRA Service Management offers strong integration with Atlassian products, customizable workflows, and enhanced team collaboration. Alemba Service Manager provides robust process automation, alignment with ITIL best practices, and valuable user-specific features.

Ease of Deployment and Customer Service: Alemba Service Manager presents a straightforward deployment model with personalized support. JIRA Service Management offers both cloud and on-premise options for flexibility. Personalized support from Alemba can be favored by organizations desiring customization.

Pricing and ROI: JIRA Service Management generally offers more accessible pricing with flexible cloud subscriptions, which delivers a strong ROI for small to mid-sized companies. Alemba Service Manager has a premium pricing model, justified by its comprehensive automation capabilities, appealing to enterprises prioritizing advanced features despite higher setup costs.

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Buyer's Guide
Alemba Service Manager vs. JIRA Service Management
December 2025
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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

Alemba Service Manager
Ranking in IT Service Management (ITSM)
30th
Average Rating
7.4
Reviews Sentiment
6.3
Number of Reviews
3
Ranking in other categories
No ranking in other categories
JIRA Service Management
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
88
Ranking in other categories
Help Desk Software (2nd)
 

Mindshare comparison

As of January 2026, in the IT Service Management (ITSM) category, the mindshare of Alemba Service Manager is 1.0%, up from 0.8% compared to the previous year. The mindshare of JIRA Service Management is 7.6%, down from 11.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM) Market Share Distribution
ProductMarket Share (%)
JIRA Service Management7.6%
Alemba Service Manager1.0%
Other91.4%
IT Service Management (ITSM)
 

Featured Reviews

reviewer1099623 - PeerSpot reviewer
reviewer1099623
ICT Analyst at a energy/utilities company with 5,001-10,000 employees
Fulfills all IT management needs, simple setup, but could be more user-friendly
Unfortunately, we were not able to implement the mobility feature so I won't be able to provide feedback on it (and it was something that has been requested since we have field workers and given the WFH case due to the pandemic). This is due to results of security tests and which we were not yet able to address in our environment. We've been also trying to integrate our current system with discovery solutions but it was not easy. I am not sure if it is due to the fact that we still have an older version of the AlembavFire product. Also, users are also requesting that the current system's UI can still be improved. For those of our users who had experienced ServiceNow, they cited that they can do RFC chats via the tool. In our group, we are using AlembavFire for recording the ticket and do other discussions/alignments via Teams chat.
Read full review
Sohaib Ahmad - PeerSpot reviewer
Sohaib Ahmad
Vice President Service Delivery at quixel
Comprehensive workflows and data views have supported complex teams but still need cost improvements
JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.
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Quotes from Members

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

Pros

"Incident Management is the most valuable feature of the solution."
"The workflow is very good, as well as customizable."
"When we met with the Alemba vFire from Australia, it was a good discussion and they have a good feature roadmap."
"The initial setup is straightforward."
"It scales well."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"The most valuable features of this solution are Incident and Request Management."
"Auditing team uses this solution to track audit findings and follow-up."
"JIRA Service Management is a very user-friendly solution."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"It's easy to set up the solution."
More JIRA Service Management pros
 

Cons

"The product should improve its ability to integrate with third-party tools."
"The reporting needs to be improved."
"We had issues with the user interface, the way it was structured wasn't that user-friendly. The chat features could improve. For example, in change management, all the chat discussions can be done via ServiceNow. We are using two separate solutions, such as Teams, to chat, and the Alemba vFire tool to process."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"Jira Service Management should be more user-friendly."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"The interface could always be updated and improved."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
More JIRA Service Management cons
 

Pricing and Cost Advice

"Alemba vFire is more affordable than the other solutions on the market. The solution changes for the number of customers not per user or module. The price was reasonable overall. We paid for support and it was a fair price."
"The product is much cheaper than ServiceNow."
"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."
"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."
"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."
"The cost has recently increased. It might be around $20 to $25 per user license."
"It is one of the premium products on the market, but it is very costly, especially in the Indian market."
"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."
More JIRA Service Management pricing and cost advice
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Top Industries

By visitors reading reviews
Government
23%
Computer Software Company
12%
Energy/Utilities Company
10%
Performing Arts
6%
Computer Software Company
10%
Financial Services Firm
10%
Manufacturing Company
9%
Educational Organization
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business30
Midsize Enterprise24
Large Enterprise33
 

Questions from the Community

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Earn 20 points
What is your favorite Help Desk Software and why?
JIRA Due to its agility.
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What do you like most about JIRA Service Management?
JIRA Service Management is a very user-friendly solution.
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What is your experience regarding pricing and costs for JIRA Service Management?
The price is actually reasonable.
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Comparisons

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Compared 25% of the time
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Compared 15% of the time
BMC Helix ITSM vs JIRA Service Management Logo
BMC Helix ITSM vs JIRA Service Management
Compared 9% of the time
PagerDuty Operations Cloud vs JIRA Service Management Logo
PagerDuty Operations Cloud vs JIRA Service Management
Compared 8% of the time
Zendesk vs JIRA Service Management Logo
Zendesk vs JIRA Service Management
Compared 6% of the time
IBM Maximo vs JIRA Service Management Logo
IBM Maximo vs JIRA Service Management
Compared 2% of the time
More JIRA Service Management Competitors
 

Product Reports

Buyer's Guide
IT Service Management (ITSM)
December 2025
Alemba Service Manager reportDownload Alemba Service Manager product report
Buyer's Guide
JIRA Service Management
January 2026
JIRA Service Management reportDownload JIRA Service Management product report
 

Also Known As

vFire
JIRA Service Desk, Atlassian Jira Service Management
 

Interactive Demo

Alemba
Demo not available
Atlassian
 

Overview

Alemba Service Manager (ASM), is a global, ITIL-aligned ITSM tool. Certified for 18 PinkVERIFY practices including Incident Management, Problem Management, and Change Management, reducing response time through automated workflows.

Rapid Start expedites deployment with a pre-built database, and no-code process development simplifies workflow creation.

ASM offers organizational transformation by enhancing workflows, ensuring standardization, and adapting to departmental needs.

ASM fits any global business managing information. Our competitive and unique pricing model takes into account different levels of participation in organizations, offering a solution for everyone.

Alemba

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?
  • Customizable Workflows: Adapt workflows to meet business needs.
  • Integration: Seamlessly connects with other tools, including Jira and Confluence.
  • Real-Time Updates: Keeps teams informed and synchronized.
  • Automation: Reduces manual tasks with automated processes.
  • Scalability: Grows with organizations, accommodating increasing demands.
What benefits and ROI can be expected from JIRA Service Management?
  • Efficiency Gains: Improves operational efficiency through streamlined processes.
  • User-Friendly Interface: Simplifies adoption with intuitive navigation.
  • Comprehensive Reporting: Provides valuable insights to drive decisions.
  • Quick Setup: Fast deployment enhances time-to-value.
  • SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian
 

Sample Customers

King's College Hospital NHS Foundation Trust Hiscox Liverpool City Council Karachaganak Petroleum Operating (KPO) PPG Barnardo's Victoria University of Wellington
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Buyer's Guide
Alemba Service Manager vs. JIRA Service Management
December 2025
Free Report: Alemba Service Manager vs. JIRA Service Management
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