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 most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"The customer portal allows users to register tickets themselves."
"This is a flexible tool for logging and tracking issues efficiently."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"The simplicity is good for our clients. The price is good."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"Developing processes is easy and user-friendly."
"Transparency of the system helps both internal and external persons involved."
"I've used SCSM a lot, and its features are valuable."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"The most requested feature from our customers is the helpdesk ticketing system."
"The solution offers good productivity at a low price point."
"The solution is quite easy to integrate with other Microsoft products."
"It is a simple solution that is easy to configure."
"The pricing could be better."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"The initial setup is very complex."
"The deployment can be a bit complex, especially for those who are not technical."
"The solution needs to be integrated better with Office X5."
"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."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"Once we had an issue with a desktop download that would not open."
"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."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"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 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."
"Resources for understanding compliance and relative compliance need to be made available."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. JIRA Service Management is rated 8.2, while SCSM is rated 7.0. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create 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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