JIRA Service Management vs Moveworks comparison

The compared Atlassian and Moveworks solutions aren't in the same category. Atlassian is ranked #2 in ISM , with an average rating of 8.2, and holds a 6.9% mindshare in the category. Moveworks is ranked #7 in AA , with an average rating of 8.3, and holds a 3.2% mindshare. Additionally, 93% of Atlassian users are willing to recommend the solution, compared to 100% of Moveworks users who would recommend it.

JIRA Service Management

Read 90 JIRA Service Management reviews

8,557 Views
6,247 Comparison Views

93% willing to recommend

Moveworks

Read 3 Moveworks reviews

2,346 Views
446 Comparison Views

100% willing to recommend

JIRA Service Management

Moveworks

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between JIRA Service Management and Moveworks based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: May 2026).

Buyer's Guide

IT Service Management (ITSM)

May 2026

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Helped 894,807 peers since 2012

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

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Help Desk Software (2nd), IT Service Management (ITSM) (2nd)

Moveworks

Average Rating

8.4

Reviews Sentiment

6.0

Number of Reviews

Ranking in other categories

AI-Powered Chatbots (2nd), Agentic Automation (7th), AI-Agents for HR (3rd)

Mindshare comparison

JIRA Service Management and Moveworks aren’t in the same category and serve different purposes. JIRA Service Management is designed for IT Service Management (ITSM) and holds a mindshare of 6.9%, down 9.8% compared to last year.
Moveworks, on the other hand, focuses on Agentic Automation, holds 3.2% mindshare, up 0.4% since last year.

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
JIRA Service Management	6.9%
ServiceNow	14.2%
BMC Helix ITSM	5.5%
Other	73.4%

IT Service Management (ITSM)

Agentic Automation Mindshare Distribution
Product	Mindshare (%)
Moveworks	3.2%
UiPath Platform	20.5%
Microsoft Power Automate	18.3%
Other	58.0%

Agentic Automation

Featured Reviews

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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reviewer2800146

Software Developer at a consultancy with 51-200 employees

Chat-based requests have streamlined daily workflows

Moveworks can definitely be improved. Currently, we have to do most of the things on our own, such as creating UI and APIs for how things will work. There are not many things that Moveworks is supporting right now. I would say it should have some features that are already present in other bots, so they should focus on those more. Currently, Moveworks has UI policy restrictions and client script restrictions. I think they should edit it so that all these UI policies and other things are allowed. If there are some forms in Moveworks, it should capture that form and ask it in the chat from the user, taking answers one by one, rather than presenting a form to users. This would have a very positive impact.

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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

"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."

"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."

"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."

"Everyone knows how to use it, so there's no need to teach new members."

"The customer portal with connection with our knowledge base has been most valuable."

"The solution is easy, even if you want to dock on something, it's easy to add the documentation and it easily integrates with other tools."

"The basic configuration and the basic abilities provided are the most valuable aspects of the solution."

"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."

More JIRA Service Management pros

"Moveworks is a very good platform if you utilize it well."

"Moveworks has reduced employee time because initially, employees used to spend so much time going to the third party to do all those jobs, and now they can simply do it via Otter, which is Moveworks, and this has saved much time and provided accurate results as well."

"The solution saves us approximately three-quarters of a million dollars per year."

Cons

"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."

"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."

"The cost of the license is too high; it's a real challenge for companies that aren't already using JIRA products."

"There is room for improvement in the user interface and the queues."

"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."

"It does not integrate very well with our email system (MS Outlook)."

"SaaS version for large organizations (more than 2000 users) is not available."

More JIRA Service Management cons

"Moveworks can definitely be improved. Currently, we have to do most of the things on our own, such as creating UI and APIs for how things will work."

"More use cases can be added to the agent marketplace and the YAML or the DSL methods can be simplified, adding more methods to make it easier for us to create compound actions."

Pricing and Cost Advice

"We need a license because we have a higher number than the free part."

"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."

"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."

"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."

"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."

"I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."

"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."

"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

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

Computer Software Company

Educational Organization

Manufacturing Company

13%

Financial Services Firm

11%

Comms Service Provider

Media Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

No data available

Questions from the Community

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

See all answers

What is your experience regarding pricing and costs for JIRA Service Management?

While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I also received support from JIRA support, making it a positive experience.

See all answers

What needs improvement with JIRA Service Management?

I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibility in API endpoints. Regarding JIRA Service Management's API and support, the ...

See all answers

What needs improvement with Moveworks?

See all answers

What is your primary use case for Moveworks?

I am currently working in ServiceNow at Symbiotic Consulting Group as a software developer. I have been using Moveworks for two years now. We have ServiceNow integrations with Moveworks, such as fi...

See all answers

What advice do you have for others considering Moveworks?

Most of the things I have already discussed about the features, but the unexpected thing was creating paths on our own. Before using Moveworks, it used to take almost three to four minutes for a pe...

See all answers

Comparisons

ServiceNow vs JIRA Service Management

Compared 13% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 7% of the time

Zendesk vs JIRA Service Management

Compared 7% of the time

Freshservice vs JIRA Service Management

Compared 5% of the time

PagerDuty Operations Cloud vs JIRA Service Management

Compared 5% of the time

More JIRA Service Management Competitors

ServiceNow vs Moveworks

Compared 9% of the time

ServiceNow Virtual Agent vs Moveworks

Compared 9% of the time

UiPath Platform vs Moveworks

Compared 9% of the time

Agentforce vs Moveworks

Compared 7% of the time

Espressive Barista vs Moveworks

Compared 7% of the time

More Moveworks Competitors

Product Reports

Buyer's Guide

JIRA Service Management

May 2026

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Buyer's Guide

Agentic Automation

May 2026

Download Moveworks product report

Also Known As

JIRA Service Desk, Atlassian Jira Service Management

No data available

Overview

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

Moveworks is a cutting-edge AI platform designed to automate support functions within businesses, enhancing productivity and streamlining operations by providing instant, accurate answers to employee queries.

Moveworks leverages advanced natural language understanding to resolve IT, HR, and Facilities requests within seconds. It reduces the burden on support teams by handling repetitive inquiries, which allows human agents to focus on more complex issues. Its AI-driven approach not only improves response times but also provides personalized solutions by learning from interactions over time, making it an adaptive and intelligent tool for enterprise environments.

What are the key features of Moveworks?

AI Language Understanding: Translates complex employee requests into actionable tasks.
Personalized Responses: Tailors solutions based on past interactions and company knowledge.
Seamless Integration: Works within existing platforms like Slack and Microsoft Teams.
Automated Support: Handles routine inquiries, freeing support staff for strategic tasks.

What benefits should you look for in Moveworks?

Increased Efficiency: Streamlines workload by addressing repetitive inquiries.
Cost Savings: Reduces the need for extensive support teams.
Improved Employee Satisfaction: Provides quick, accurate help to user requests.
Scalable Solutions: Adapts to company growth without additional overhead.

Moveworks has been successfully implemented in sectors like technology and finance, where speed and accuracy are paramount. It helps businesses maintain a competitive edge by providing faster support and ensuring employee requests are handled with precision and speed.

Moveworks

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

slack, equinix, appdynamics, nutanix, broadcom, autodesk, medallia, freedom

Buyer's Guide

IT Service Management (ITSM)

May 2026

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