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."One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."
"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."
"The automations will really help the company by delegating work the way your company operates."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"The most valuable features are the management tools."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"I've used SCSM a lot, and its features are valuable."
"The solution offers good productivity at a low price point."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"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."
"It is a simple solution that is easy to configure."
"The most valuable feature is the reporting of incidents."
"It is quite scalable."
"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."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"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."
"They need to work on the speed of Jira."
"There is room for improvement in support."
"Generally requires the purchase of additional plugins."
"The pricing could be better."
"JIRA Service Management could include more AI features."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"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."
"They need more integration with open-source products."
"Once we had an issue with a desktop download that would not open."
"I have found SCSM not adequate enough to carry out some functions."
"Mobile application integration would be an improvement."
"We would like to see a web-based interface that works on mobile devices."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
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 7.0. 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, Freshdesk, BMC Helix ITSM 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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