Compare JIRA Service Desk vs. SCSM

JIRA Service Desk is ranked 4th in IT Service Management (ITSM) with 12 reviews while SCSM is ranked 11th in IT Service Management (ITSM) with 3 reviews. JIRA Service Desk is rated 8.0, while SCSM is rated 7.4. 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 "A solution that allows for easy remote upgrading of systems that's scalable". JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus and BMC Helix Remedy, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus and JIRA Service Desk. See our JIRA Service Desk vs. SCSM report.
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JIRA Service Desk Logo
7,759 views|6,365 comparisons
SCSM Logo
Read 3 SCSM reviews.
3,335 views|2,331 comparisons
Most Helpful Review
Find out what your peers are saying about JIRA Service Desk vs. SCSM and other solutions. Updated: September 2019.
366,756 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
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.JIRA helps integrate Kanban Board features and for this reason what it does it does well.

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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
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.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.

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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.Once we had an issue with a desktop download that would not open.

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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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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.
366,756 professionals have used our research since 2012.
Ranking
Views
7,759
Comparisons
6,365
Reviews
5
Average Words per Review
540
Avg. Rating
8.0
Views
3,335
Comparisons
2,331
Reviews
3
Average Words per Review
305
Avg. Rating
7.3
Top Comparisons
Compared 27% of the time.
Compared 43% of the time.
Compared 14% of the time.
Also Known As
System Center Service Manager
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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 Company18%
Financial Services Firm16%
Comms Service Provider11%
Government9%
No Data Available
Find out what your peers are saying about JIRA Service Desk vs. SCSM and other solutions. Updated: September 2019.
366,756 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.
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