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 visibility features are great."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"The most valuable features of this solution are Incident and Request Management."
"Great to be able to create customized forms."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"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."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"Many more features than other comparable products."
"It is a simple solution that is easy to configure."
"This product has helped our organization by allowing people to connect with each other."
"The solution is quite easy to integrate with other Microsoft products."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"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 quite scalable."
"The most requested feature from our customers is the helpdesk ticketing system."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"I'd like to update the dashboard so that more features are available."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"There should be better connections with access management. They should improve the connectivity."
"Jira Service Management should be more user-friendly."
"Cost has prohibited us from switching entirely to this solution."
"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 rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"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."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"I have found SCSM not adequate enough to carry out some functions."
"The configuration could be easier."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"Resources for understanding compliance and relative compliance need to be made available."
"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.
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
