We performed a comparison between JIRA Service Management and SymphonyAI IT Service Management 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."Easily integrates with other tools."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"The automations will really help the company by delegating work the way your company operates."
"JSM's best feature is the integration with other Jira products."
"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."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"The customer portal allows users to register tickets themselves."
"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."
"The product has the best features for ITSM."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."
"The interface could always be updated and improved."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"JSM's ability to handle large volumes of emails isn't great."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"There should be better connections with access management. They should improve the connectivity."
"Cost has prohibited us from switching entirely to this solution."
"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."
"There could be flexibility in terms of customization."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"I would like them to add software inventory in the next release. We don't have that right now."
"Integration was a major limitation with SummitAI."
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JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while SymphonyAI IT Service Management is ranked 23rd in IT Service Management (ITSM) with 5 reviews. JIRA Service Management is rated 8.2, while SymphonyAI IT Service Management is rated 7.8. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of SymphonyAI IT Service Management writes "Good ticketing tool but limitations with integration". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud, whereas SymphonyAI IT Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Microsoft Configuration Manager and IBM SmartCloud Control Desk. See our JIRA Service Management vs. SymphonyAI IT Service Management report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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