JIRA Service Management vs SCSM comparison

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Comparison Buyer's Guide
Executive Summary

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.
To learn more, read our detailed JIRA Service Management vs. SCSM Report (Updated: November 2022).
654,658 professionals have used our research since 2012.
Featured Review
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 is flexible. It is easy to navigate without requiring extra learning. The user experience has been good.""Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products.""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.""Useful for tracking issues with development.""We get software developed faster.""Easy to use and user-friendly.""Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy.""The flow of the reports is good."

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"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests.""For our cloud-based deployment of SCSM, the Autopilot is the best feature.""It is quite scalable.""The support from Microsoft is good and we also have local support on the ground in Nigeria.""We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."

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Cons
"JIRA Service could benefit from improvements to its voice support.""Lacks an interface where the customer can report issues.""The customizations in Jira could be improved by being simplified. They are currently very complex.""They need to work on the speed of Jira.""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.""JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools.""We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better.""I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."

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"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have.""There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly.""We have had some issues with the SCSM on-premise deployment version in the imaging aspects.""I have found SCSM not adequate enough to carry out some functions.""It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."

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Pricing and Cost Advice
  • "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."
  • "We need a license because we have a higher number than the free part."
  • "The pricing is very competitive and I think that it is okay."
  • "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."
  • "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."
  • "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."
  • "Licensing can become quite expensive."
  • "I price of JIRA Service Management is reasonable."
  • More JIRA Service Management Pricing and Cost Advice →

  • "The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
  • "It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
  • "The license for SCSM is cheap."
  • More SCSM Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:Hi,  There are no ITSM  tools that are HIPAA compliant as per my knowledge. The tools need to be tuned and configured to be compliant with Standards for Privacy of Individually Identifiable Health… more »
    Top Answer: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… more »
    Top Answer:It is an amazing solution but the pricing could be improved to be a little more competitive.
    Top Answer:For our cloud-based deployment of SCSM, the Autopilot is the best feature.
    Ranking
    2nd
    out of 58 in Help Desk Software
    Views
    9,571
    Comparisons
    7,531
    Reviews
    37
    Average Words per Review
    505
    Rating
    8.2
    11th
    out of 58 in Help Desk Software
    Views
    2,819
    Comparisons
    1,921
    Reviews
    5
    Average Words per Review
    549
    Rating
    7.6
    Comparisons
    Also Known As
    JIRA Service Desk
    System Center Service Manager
    Learn More
    Overview

    JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:

    1. Accelerating the flow of work between IT teams, development teams, and business teams

    2. Empowering teams to deliver their service more quickly

    3. Bringing visibility to their work

    Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.

    JIRA Service Management Features

    JIRA Service Management has many valuable key features. Some of the most useful ones include:

    • Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
    • Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
    • Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
    • Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
    • Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
    • Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
    • Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.

    JIRA Service Management Benefits

    There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:

    • The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.
    • Work is made visible through the open and collaborative JIRA platform.
    • Connect IT and development on a single platform to accelerate workflow.
    • Gain significant ROI with competitive pricing on useful features.
    • Benefit from faster time to value by implementing a full ITSM solution in just a few months.
    • Lower total cost of ownership without expensive ongoing maintenance and upgrades.
    • Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.

    Reviews from Real Users

    JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:

    Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”

    Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”

    System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.
    Offer
    Learn more about JIRA Service Management
    Learn more about SCSM
    Sample Customers
    mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
    Fibabanka, UMC Health System
    Top Industries
    REVIEWERS
    Computer Software Company35%
    Comms Service Provider15%
    Transportation Company8%
    Retailer8%
    VISITORS READING REVIEWS
    Computer Software Company20%
    Comms Service Provider14%
    Government9%
    Financial Services Firm8%
    REVIEWERS
    Comms Service Provider13%
    Government13%
    Construction Company13%
    Media Company13%
    VISITORS READING REVIEWS
    Computer Software Company21%
    Government20%
    Comms Service Provider9%
    Energy/Utilities Company6%
    Company Size
    REVIEWERS
    Small Business38%
    Midsize Enterprise30%
    Large Enterprise33%
    VISITORS READING REVIEWS
    Small Business22%
    Midsize Enterprise18%
    Large Enterprise60%
    REVIEWERS
    Small Business33%
    Midsize Enterprise28%
    Large Enterprise39%
    VISITORS READING REVIEWS
    Small Business22%
    Midsize Enterprise17%
    Large Enterprise61%
    Buyer's Guide
    JIRA Service Management vs. SCSM
    November 2022
    Find out what your peers are saying about JIRA Service Management vs. SCSM and other solutions. Updated: November 2022.
    654,658 professionals have used our research since 2012.

    JIRA Service Management is ranked 2nd in Help Desk Software with 42 reviews while SCSM is ranked 11th in Help Desk Software with 5 reviews. JIRA Service Management is rated 8.2, while SCSM is rated 7.6. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of SCSM writes "Good technical support and integration capabilities but it needs to be easier to create custom reports". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, Zendesk Guide and BMC Helix ITSM, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BeyondTrust Remote Support, Clarity SM 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.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.