Compare JIRA Service Desk vs. SCSM

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JIRA Service Desk Logo
8,776 views|7,117 comparisons
SCSM Logo
Read 12 SCSM reviews.
2,962 views|1,728 comparisons
Most Helpful Review
Find out what your peers are saying about JIRA Service Desk vs. SCSM and other solutions. Updated: January 2021.
456,812 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"The most valuable feature of this solution is that it is user-friendly.""This is a flexible tool for logging and tracking issues efficiently.""This solution has helped us a great deal in project management tracking and forecasting.""What I really like about this solution, is how it manages the queues, the tickets and the routing.""This is the most complete and versatile enterprise task management product and issue tracker.""The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems.""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.""I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."

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"This product has helped our organization by allowing people to connect with each other.""The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good.""This solution is easy to use.""The call logging is the solution's most valuable feature. It's very easy to use.""The solution is quite easy to integrate with other Microsoft products.""A very convenient package like an all-in-one tool but it is actually five or six products acting well together.""SCSM is easy to learn because all of the material, including training videos, can be found online.""Many more features than other comparable products."

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Cons
"This solution lacks features for project management.""It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)""JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.""I don't think the program is very scalable.""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.""Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.""The solution should be more formalized. It could be more user-friendly.""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."

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"The price of this solution is high and it needs to be cheaper.""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.""Mobile application integration would be an improvement.""The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports.""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.""Resources for understanding compliance and relative compliance need to be made available.""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.""They need more integration with open-source products."

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Pricing and Cost Advice
"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran.""Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.""It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain.""The pricing is very competitive and I think that it is okay.""We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet.""The pricing is free for us because we are an associate partner for the product."

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"It is an expensive solution.""Licensing can be complex and confusing.""The price should be lower."

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Questions from the Community
Top Answer: Having the ability to post attachments and easily review documents via an integrated read-only viewer would enhance user productivity and compliance.
Top Answer: Jira Service desk supports ITIL and gives you many templates for different helpdesk scenarios, allows to creates issues using the email. The implementation of Service Desk is easy and intuitive
Top Answer: The most requested feature from our customers is the helpdesk ticketing system.
Top Answer: There is some difficulty when it comes to deploying this solution. The user interface needs to be improved. One of our customers has complained to say that the workflow needs to be more customizable.
Top Answer: There are several common use cases for SCSM including HR onboarding, helpdesk ticketing, and collecting surveys from customers.
Ranking
2nd
out of 53 in Help Desk Software
Views
8,776
Comparisons
7,117
Reviews
18
Average Words per Review
550
Rating
7.8
5th
out of 53 in Help Desk Software
Views
2,962
Comparisons
1,728
Reviews
12
Average Words per Review
706
Rating
6.7
Popular Comparisons
Compared 28% of the time.
Compared 6% of the time.
Compared 50% of the time.
Compared 5% of the time.
Compared 3% of the time.
Compared 3% of the time.
Also Known As
System Center Service Manager
Learn
Atlassian
Microsoft
Overview
JIRA Service Desk is service management software that connects IT to your business through fast, accountable resolution of customer requests. Built on Atlassians JIRA workflow engine, JIRA Service Desk offers a collaborative, agile platform and knowledge base thats low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience. Redefine what IT means for your business with JIRA Service Desk.System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.
Offer
Learn more about JIRA Service Desk
Learn more about SCSM
Sample Customers
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE CanadaFibabanka, UMC Health System
Top Industries
REVIEWERS
Computer Software Company38%
Retailer25%
Transportation Company13%
Insurance Company13%
VISITORS READING REVIEWS
Computer Software Company27%
Comms Service Provider21%
Government8%
Financial Services Firm7%
VISITORS READING REVIEWS
Computer Software Company22%
Government17%
Comms Service Provider12%
Construction Company6%
Company Size
REVIEWERS
Small Business61%
Midsize Enterprise13%
Large Enterprise26%
REVIEWERS
Small Business38%
Midsize Enterprise38%
Large Enterprise23%
Find out what your peers are saying about JIRA Service Desk vs. SCSM and other solutions. Updated: January 2021.
456,812 professionals have used our research since 2012.

JIRA Service Desk is ranked 2nd in Help Desk Software with 18 reviews while SCSM is ranked 5th in Help Desk Software with 12 reviews. JIRA Service Desk is rated 7.8, while SCSM is rated 6.6. The top reviewer of JIRA Service Desk writes "An excellent solution for tracking customer service issues and tracking technical support issues". On the other hand, the top reviewer of SCSM writes "Good flexibility and integration abilities but the interface needs improvement ". JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Remedyforce, IBM Maximo and HEAT Service Management, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BeyondTrust Remote Support, BMC Helix ITSM and Freshdesk. See our JIRA Service Desk vs. SCSM report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

We monitor all Help Desk Software 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.