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."The customer portal allows users to register tickets themselves."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"The dashboards in Jira have been the most useful feature."
"The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."
"JIRA Service Management is a very user-friendly solution."
"It's easy to set up the solution."
"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
"The most requested feature from our customers is the helpdesk ticketing system."
"It is one of the most stable solutions in the market."
"The solution offers good productivity at a low price point."
"The reporting is very good."
"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."
"This product has helped our organization by allowing people to connect with each other."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"JSM's ability to handle large volumes of emails isn't great."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"We would like to see a web-based interface that works on mobile devices."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"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."
"I have found SCSM not adequate enough to carry out some functions."
"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."
"The user interface needs to be improved."
JIRA Service Management is ranked 2nd in Help Desk Software with 36 reviews while SCSM is ranked 14th in Help Desk Software with 9 reviews. JIRA Service Management is rated 8.2, while SCSM is rated 7.2. The top reviewer of JIRA Service Management writes "It lets you configure workflows and manage requests; it has a dashboard for monitoring". On the other hand, the top reviewer of SCSM writes "Good technical support and integration capabilities but it needs to be easier to create custom 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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