We performed a comparison between JIRA Service Management and SCSM based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"Provides excellent management features."
"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."
"I think one of the most valuable things is that it's all integrated."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"The solution offers good productivity at a low price point."
"The most requested feature from our customers is the helpdesk ticketing system."
"I've used SCSM a lot, and its features are valuable."
"The solution is quite easy to integrate with other Microsoft products."
"It is a simple solution that is easy to configure."
"This solution is easy to use."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"Many more features than other comparable products."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"The solution needs to be integrated better with Office X5."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"There is room for improvement in support."
"Jira Service Management should be more user-friendly."
"Lacks an interface where the customer can report issues."
"They need more integration with open-source products."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"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."
"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 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."
"I have found SCSM not adequate enough to carry out some functions."
"The price of this solution is high and it needs to be cheaper."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews. JIRA Service Management is rated 8.2, while SCSM is rated 7.0. 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 IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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