Compare JIRA Service Desk vs. SCSM

JIRA Service Desk is ranked 3rd in IT Service Management (ITSM) with 11 reviews while SCSM is ranked 7th in IT Service Management (ITSM) with 9 reviews. JIRA Service Desk is rated 8.0, while SCSM is rated 6.8. 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 and BMC Helix ITSM, whereas SCSM is most compared with ServiceNow, JIRA Service Desk and ManageEngine ServiceDesk Plus. See our JIRA Service Desk vs. SCSM report.
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JIRA Service Desk Logo
7,929 views|6,382 comparisons
SCSM Logo
Read 9 SCSM reviews.
3,030 views|2,106 comparisons
Most Helpful Review
Find out what your peers are saying about JIRA Service Desk vs. SCSM and other solutions. Updated: January 2020.
391,616 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
JIRA helps integrate Kanban Board features and for this reason what it does it does well.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.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.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.This is the most complete and versatile enterprise task management product and issue tracker.What I really like about this solution, is how it manages the queues, the tickets and the routing.This solution has helped us a great deal in project management tracking and forecasting.

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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.SCSM is easy to learn because all of the material, including training videos, can be found online.A very convenient package like an all-in-one tool but it is actually five or six products acting well together.The solution is quite easy to integrate with other Microsoft products.The call logging is the solution's most valuable feature. It's very easy to use.This solution is 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.This product has helped our organization by allowing people to connect with each other.

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Cons
If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products.An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard.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.Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.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.I don't think the program is very scalable.JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.

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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.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.Resources for understanding compliance and relative compliance need to be made available.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 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.Mobile application integration would be an improvement.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.The price of this solution is high and it needs to be cheaper.

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Pricing and Cost Advice
Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.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.Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective.JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent.Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users.Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning.I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise.

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Licensing can be complex and confusing.It is an expensive solution.It is a lower price vs. other things on the market.

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report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
391,616 professionals have used our research since 2012.
Ranking
Views
7,929
Comparisons
6,382
Reviews
12
Average Words per Review
572
Avg. Rating
8.1
Views
3,030
Comparisons
2,106
Reviews
7
Average Words per Review
634
Avg. Rating
6.4
Top Comparisons
Compared 27% of the time.
Compared 7% of the time.
Compared 45% of the time.
Compared 16% 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
VISITORS READING REVIEWS
Software R&D Company24%
Comms Service Provider19%
Government9%
Media Company9%
No Data Available
Find out what your peers are saying about JIRA Service Desk vs. SCSM and other solutions. Updated: January 2020.
391,616 professionals have used our research since 2012.
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.