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."The dashboards in Jira have been the most useful feature."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"The most valuable features are the management tools."
"Provides excellent management features."
"Useful for tracking issues with development."
"The flow of the reports is good."
"JIRA Service Management is a very user-friendly solution."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"The call logging is the solution's most valuable feature. It's very easy to use."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"The most valuable feature is the reporting of incidents."
"The solution offers good productivity at a low price point."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"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."
"It is quite scalable."
"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 is room for improvement in support."
"Lacks an interface where the customer can report issues."
"The documentation needs improving, it's difficult to find specific procedures."
"JIRA Service Management could include more AI features."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"Generally requires the purchase of additional plugins."
"Cost has prohibited us from switching entirely to this solution."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"Once we had an issue with a desktop download that would not open."
"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."
"Mobile application integration would be an improvement."
"The configuration could be easier."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"They need more integration with open-source products."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
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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