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."Easily integrates with other tools."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"Useful for tracking issues with development."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"The dashboards are nicely laid out."
"We get software developed faster."
"This is a flexible tool for logging and tracking issues efficiently."
"Many more features than other comparable products."
"This solution is easy to use."
"The most requested feature from our customers is the helpdesk ticketing system."
"This product has helped our organization by allowing people to connect with each other."
"The solution offers good productivity at a low price point."
"It is one of the most stable solutions in the market."
"It is a simple solution that is easy to configure."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"Cost has prohibited us from switching entirely to this solution."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"The initial setup is very complex."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"I would like to see improvement in the ability to filter completed tasks."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
"The price of this solution is high and it needs to be cheaper."
"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."
"The user interface needs to be improved."
"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."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"I have found SCSM not adequate enough to carry out some functions."
"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 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, 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 Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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