We performed a comparison between JIRA Service Management and SCSM based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The simplicity is good for our clients. The price is good."
"The product is not lacking anything that a QA will want to use."
"JSM's best feature is the integration with other Jira products."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"Provides excellent management features."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"The most valuable feature is the reporting of incidents."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"This product has helped our organization by allowing people to connect with each other."
"This solution is easy to use."
"It is quite scalable."
"The solution is quite easy to integrate with other Microsoft products."
"The call logging is the solution's most valuable feature. It's very easy to use."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"I think the performance can be better."
"Currently lacks an asset management module that can affect deployment."
"The solution needs to be integrated better with Office X5."
"There is room for improvement in support."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
"This solution lacks features for project management."
"It is difficult to navigate if you don't have any prior knowledge."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"Resources for understanding compliance and relative compliance need to be made available."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"The user interface needs to be improved."
"The price of this solution is high and it needs to be cheaper."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"We would like to see a web-based interface that works on mobile devices."
"They need more integration with open-source products."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. JIRA Service Management is rated 8.2, while SCSM is rated 7.2. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, BeyondTrust Remote Support and Freshservice. See our JIRA Service Management vs. SCSM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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