JIRA Service Management vs SCSM comparison

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Executive Summary

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.
To learn more, read our detailed JIRA Service Management vs. SCSM Report (Updated: March 2024).
763,955 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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."

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"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."

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Cons
"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."

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"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."

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Pricing and Cost Advice
  • "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."
  • "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."
  • More JIRA Service Management Pricing and Cost Advice →

  • "It is a lower price vs. other things on the market."
  • "It is an expensive solution."
  • "Licensing can be complex and confusing."
  • "The price should be lower."
  • "The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
  • "It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
  • "The license for SCSM is cheap."
  • "I would rate the pricing as two out of five."
  • More SCSM Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:We use JIRA Service Management for tracking purposes, planning, and execution.
    Top Answer:It is one of the premium products on the market, but it is very costly, especially in the Indian market. Smaller organizations cannot afford it. We pay monthly licensing costs. We only have to pay for… more »
    Top Answer:It is one of the most stable solutions in the market.
    Top Answer: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… more »
    Ranking
    2nd
    out of 59 in Help Desk Software
    Views
    8,100
    Comparisons
    5,654
    Reviews
    36
    Average Words per Review
    550
    Rating
    8.2
    14th
    out of 59 in Help Desk Software
    Views
    1,579
    Comparisons
    877
    Reviews
    8
    Average Words per Review
    511
    Rating
    7.6
    Comparisons
    Also Known As
    JIRA Service Desk
    System Center Service Manager
    Learn More
    Overview

    JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:

    1. Accelerating the flow of work between IT teams, development teams, and business teams

    2. Empowering teams to deliver their service more quickly

    3. Bringing visibility to their work

    Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.

    JIRA Service Management Features

    JIRA Service Management has many valuable key features. Some of the most useful ones include:

    • Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
    • Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
    • Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
    • Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
    • Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
    • Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
    • Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.

    JIRA Service Management Benefits

    There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:

    • The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.
    • Work is made visible through the open and collaborative JIRA platform.
    • Connect IT and development on a single platform to accelerate workflow.
    • Gain significant ROI with competitive pricing on useful features.
    • Benefit from faster time to value by implementing a full ITSM solution in just a few months.
    • Lower total cost of ownership without expensive ongoing maintenance and upgrades.
    • Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.

    Reviews from Real Users

    JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:

    Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”

    Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”

    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.
    Sample Customers
    mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
    Fibabanka, UMC Health System
    Top Industries
    REVIEWERS
    Computer Software Company35%
    Comms Service Provider12%
    Retailer9%
    Transportation Company6%
    VISITORS READING REVIEWS
    Computer Software Company18%
    Financial Services Firm9%
    Government7%
    Manufacturing Company6%
    REVIEWERS
    Financial Services Firm20%
    Hospitality Company10%
    Comms Service Provider10%
    Government10%
    VISITORS READING REVIEWS
    Government24%
    Computer Software Company10%
    Financial Services Firm9%
    Manufacturing Company8%
    Company Size
    REVIEWERS
    Small Business38%
    Midsize Enterprise28%
    Large Enterprise35%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise16%
    Large Enterprise60%
    REVIEWERS
    Small Business38%
    Midsize Enterprise21%
    Large Enterprise42%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise19%
    Large Enterprise66%
    Buyer's Guide
    JIRA Service Management vs. SCSM
    March 2024
    Find out what your peers are saying about JIRA Service Management vs. SCSM and other solutions. Updated: March 2024.
    763,955 professionals have used our research since 2012.

    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.

    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.