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Alemba Service Manager vs JIRA 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

Alemba Service Manager
Ranking in IT Service Management (ITSM)
27th
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
7.1
Number of Reviews
86
Ranking in other categories
Help Desk Software (2nd)
 

Mindshare comparison

As of July 2025, in the IT Service Management (ITSM) category, the mindshare of Alemba Service Manager is 0.8%, down from 0.9% compared to the previous year. The mindshare of JIRA Service Management is 9.1%, down from 12.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

reviewer1099623 - PeerSpot reviewer
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.
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…

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."
"Great to be able to create customized forms."
"The dashboards in Jira have been the most useful feature."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"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."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"Simplicity is a key aspect. It is not hard to use."
"​Allows customized processes for our service contracts."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
 

Cons

"The product should improve its ability to integrate with third-party tools."
"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."
"The reporting needs to be improved."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"Cost has prohibited us from switching entirely to this solution."
"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."
"The licensing model could be improved. There needs to be a different licensing model for large numbers of employees, as it remains one of the main barriers to using JIRA Service Management across our entire company."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"The product does not allow customization of reports."
"It would be beneficial if we could turn comments into subtasks or other JIRA tickets directly."
 

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."
"JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten."
"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."
"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."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"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."
"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
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Top Industries

By visitors reading reviews
Government
22%
Computer Software Company
16%
Non Profit
11%
Energy/Utilities Company
7%
Computer Software Company
18%
Financial Services Firm
10%
Manufacturing Company
8%
Government
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Also Known As

vFire
JIRA Service Desk
 

Interactive Demo

Demo not available
 

Overview

 

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
Find out what your peers are saying about Alemba Service Manager vs. JIRA Service Management and other solutions. Updated: June 2025.
860,592 professionals have used our research since 2012.