JIRA Service Management vs Serviceaide ChangeGear comparison

Atlassian and Serviceaide are both solutions in the IT Service Management (ITSM) category. Atlassian is ranked #2 with an average rating of 8.1, while Serviceaide is ranked #31. Atlassian holds a 8.0% mindshare in ISM, compared to Serviceaide’s 1.0% mindshare. Additionally, 93% of Atlassian users are willing to recommend the solution, compared to 85% of Serviceaide users who would recommend it.

JIRA Service Management

Read 88 JIRA Service Management reviews

4,871 Views
3,410 Comparison Views

93% willing to recommend

Serviceaide ChangeGear

Read 14 Serviceaide ChangeGear reviews

645 Views
393 Comparison Views

85% willing to recommend

JIRA Service Management

Serviceaide ChangeGear

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 29, 2025

Serviceaide ChangeGear and JIRA Service Management are competitors in the IT service management space. While ChangeGear is valued for its straightforward pricing and customer support, JIRA stands out with advanced features and its alignment with the Atlassian ecosystem.

Features: Serviceaide ChangeGear provides strong workflow management, intuitive incident resolution, and effective change tracking. Meanwhile, JIRA Service Management offers integration capabilities, automation options, and comprehensive project management tools, with adaptability for varying team sizes as a significant strength.

Room for Improvement: Serviceaide ChangeGear could enhance its scalability options and integration capabilities. Additionally, improving its automation features and user interface would be beneficial. JIRA Service Management may increase its cost-effectiveness and simplify its setup process. Providing more out-of-the-box solutions and streamlining its support for smaller teams could enhance its offering.

Ease of Deployment and Customer Service: Serviceaide ChangeGear is known for its smooth deployment and personalized customer service, appealing for those seeking a straightforward setup. JIRA Service Management offers a configurable deployment model beneficial for organizations needing flexible integrations and strong post-deployment support through Atlassian's resources.

Pricing and ROI: Serviceaide ChangeGear attracts users with competitive pricing and significant ROI through its cost-effective solutions. JIRA Service Management, although potentially higher in cost, justifies this with its extensive features and scalability, valuable for organizations focusing on long-term gains.

To learn more, read our detailed JIRA Service Management vs. Serviceaide ChangeGear Report (Updated: December 2025).

Buyer's Guide

JIRA Service Management vs. Serviceaide ChangeGear

December 2025

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Helped 879,310 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

Ranking in Help Desk Software

2nd

Ranking in IT Service Management (ITSM)

2nd

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

Serviceaide ChangeGear

Ranking in Help Desk Software

32nd

Ranking in IT Service Management (ITSM)

31st

Average Rating

7.6

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of December 2025, in the IT Service Management (ITSM) category, the mindshare of JIRA Service Management is 8.0%, down from 11.5% compared to the previous year. The mindshare of Serviceaide ChangeGear is 1.0%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
JIRA Service Management	8.0%
Serviceaide ChangeGear	1.0%
Other	91.0%

IT Service Management (ITSM)

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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Umair Akhlaque

Enterprise Solutions & Services Head at Duroob Technology

A fairly stable solution that’s highly mature, but has a poor user interface

The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

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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

"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."

"Allows customized processes for our service contracts."

"The dashboards are nicely laid out."

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

"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."

"JIRA helps integrate Kanban Board features and for this reason what it does it does 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 stability of JIRA Service Management is good."

More JIRA Service Management pros

"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."

Cons

"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."

"The reporting function of this solution, particularly the filters in the portal, could be improved."

"The licensing model could be improved."

"The pricing could be better."

"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."

"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."

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

"Jira Service Management could improve by offering more control similar to Monday.com, such as easier automations, file addition, and sharing with different people."

More JIRA Service Management cons

"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

Pricing and Cost Advice

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

"We have paid $20,000 recently for a one-year license for our on-prem server."

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

"We have an annual license with JIRA Service Management, but it is billed monthly."

"It costs around $150 to $200 per user."

"Jira Service Management has affordable license fees. It's $12 a month per person."

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

"The pricing is free for us because we are an associate partner for the product."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

10%

Financial Services Firm

10%

Manufacturing Company

Educational Organization

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	24
Large Enterprise	33

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	1
Large Enterprise	11

Questions from the Community

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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Compared 54% of the time

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Compared 13% of the time

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Compared 11% of the time

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Compared 10% of the time

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Product Reports

Buyer's Guide

JIRA Service Management

December 2025

Download JIRA Service Management product report

Buyer's Guide

IT Service Management (ITSM)

December 2025

Download Serviceaide ChangeGear product report

Also Known As

JIRA Service Desk, Atlassian Jira Service Management

Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear

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

ChangeGear, a leader in the GigaOm ITSM Radar Report, presents a cutting-edge AI-based service management platform that transforms user experience and enhances decision-making. Offering a business-friendly interface, ChangeGear is customizable with drag-n-drop editing, ensuring adaptability to diverse user needs. The AI-driven platform accelerates decision-making processes with real-time recommendations and intelligent predictions, boosting staff efficiency. Advanced automation, including workflow automation and business process automation, streamlines operations, freeing staff from manual tasks. Recognized for its agility and speed, ChangeGear stands out in change management, asset management, and service desk solutions. For industries navigating compliance challenges, ChangeGear's robust change management and auditing capabilities provide a comprehensive solution.

Serviceaide

Sample Customers

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

Oakwood Systems Group

Buyer's Guide

JIRA Service Management vs. Serviceaide ChangeGear

December 2025

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