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 #30. Atlassian holds a 7.3% mindshare in ISM, compared to Serviceaide’s 1.1% 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

6,041 Views
4,470 Comparison Views

93% willing to recommend

Serviceaide ChangeGear

Read 14 Serviceaide ChangeGear reviews

1,041 Views
677 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: March 2026).

Buyer's Guide

JIRA Service Management vs. Serviceaide ChangeGear

March 2026

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Helped 885,264 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)

30th

Average Rating

7.6

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of March 2026, in the IT Service Management (ITSM) category, the mindshare of JIRA Service Management is 7.3%, down from 10.7% compared to the previous year. The mindshare of Serviceaide ChangeGear is 1.1%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
JIRA Service Management	7.3%
Serviceaide ChangeGear	1.1%
Other	91.6%

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

"Confluence is a great tool for documentation and tracking."

"My advice to users is that JIRA Service Management is a good project management tool to handle projects respectively and efficiently."

"This solution has helped us a great deal in project management tracking and forecasting."

"It's easy to use and the fastest way to handle a ticketing system."

"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."

"Apart from ticket management and workflow, the Kanban board is one of the helpful tools in Jira."

"The flow of the reports is good."

"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."

More JIRA Service Management pros

"This is really easy solution to scale up and get get going to add new catalog items."

"The most valuable features for me are scalable architecture, customization potential where the UI, background, and data movement allow you to tailor to the nitty gritty details of what you might need in your environment, and advanced workflow management."

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

"The most valuable feature is the ability to easily create service catalogues for our customers, something that we didn't have previously with the other tool we were using, which was SDM."

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

"Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff."

"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."

"CA Technologies support is excellent."

More Serviceaide ChangeGear pros

Cons

"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."

"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."

"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."

"I haven't figured out how to find Jira's technical support. There are times when I would have been happy to have had Jira technical support and I could not figure out how to get ahold of them."

"Technical support is so-so. Some of them are good, some bad."

"JSM's ability to handle large volumes of emails isn't great."

"JIRA Service could benefit from improvements to its voice support. We need to have quick customer care implementation for anyone trying to connect."

"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."

More JIRA Service Management cons

"I would love to see better two-factor authentication as that would really help us and make a big difference."

"Few probes need improvement in their function and the way they get deployed for monitoring."

"It loses points because it’s not GUI enough, too code-y."

"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."

"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."

"Usability for IT analysts could be improved."

"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."

"We had a lot of issues with non-Windows servers during implementation."

More Serviceaide ChangeGear cons

Pricing and Cost Advice

"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."

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

"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."

"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."

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

"This is pricey solution. Should we move to using all cloud solutions in our business, we may move to different tools that have multiple functionality versus having a solution for each area. This would be too pricey and we would need to replace Jira with a different solution that also offers other features."

"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."

"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."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

10%

Manufacturing Company

Computer Software Company

Educational Organization

Construction Company

11%

Outsourcing Company

Comms Service Provider

Healthcare Company

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

The price is actually reasonable.

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What needs improvement with JIRA Service Management?

See all answers

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Comparisons

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Compared 6% of the time

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Compared 5% of the time

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Compared 27% of the time

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Compared 13% of the time

TOPdesk vs Serviceaide ChangeGear

Compared 7% of the time

BMC Helix ITSM vs Serviceaide ChangeGear

Compared 7% of the time

SymphonyAI IT Service Management vs Serviceaide ChangeGear

Compared 7% of the time

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Product Reports

Buyer's Guide

JIRA Service Management

March 2026

Download JIRA Service Management product report

Buyer's Guide

IT Service Management (ITSM)

March 2026

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

March 2026

Free Report: JIRA Service Management vs. Serviceaide ChangeGear

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