Compare JIRA Service Management vs. SCSM

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JIRA Service Management Logo
8,688 views|7,137 comparisons
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Read 11 SCSM reviews.
2,901 views|1,632 comparisons
Most Helpful Review
Find out what your peers are saying about JIRA Service Management vs. SCSM and other solutions. Updated: July 2021.
522,693 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
"This solution has helped us a great deal in project management tracking and forecasting.""What I really like about this solution, is how it manages the queues, the tickets and the routing.""This is the most complete and versatile enterprise task management product and issue tracker.""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.""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.""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.""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 solution is easy to use.""The call logging is the solution's most valuable feature. It's very easy to use.""The solution is quite easy to integrate with other Microsoft products.""A very convenient package like an all-in-one tool but it is actually five or six products acting well together.""SCSM is easy to learn because all of the material, including training videos, can be found online.""Many more features than other comparable products.""The most requested feature from our customers is the helpdesk ticketing system."

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Cons
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.""I don't think the program is very scalable.""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.""Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.""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.""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.""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.""Mobile application integration would be an improvement.""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's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management.""Resources for understanding compliance and relative compliance need to be made available.""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.""They need more integration with open-source products.""The user interface needs to be improved."

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Pricing and Cost Advice
"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.""The pricing is very competitive and I think that it is okay.""We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet.""The pricing is free for us because we are an associate partner for the product.""Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it.""We need a license because we have a higher number than the free part."

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"Licensing can be complex and confusing.""The price should be lower."

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Questions from the Community
Top Answer: The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I… more »
Top Answer: Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests… more »
Top Answer: The reporting is very good.
Top Answer: It is an amazing solution but the pricing could be improved to be a little more competitive.
Top Answer: I have not made up my mind about what really needs to be improved. Overall, I am pleased with it mostly because it supplies the reports I need. As far as other features, it performs what I need it to… more »
Ranking
2nd
out of 56 in Help Desk Software
Views
8,688
Comparisons
7,137
Reviews
17
Average Words per Review
620
Rating
7.8
7th
out of 56 in Help Desk Software
Views
2,901
Comparisons
1,632
Reviews
11
Average Words per Review
757
Rating
6.6
Popular Comparisons
Also Known As
JIRA Service Desk
System Center Service Manager
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Overview

Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident, problem, change, and configuration management.

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 Management
Learn more about SCSM
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 Company40%
Retailer20%
Transportation Company10%
Insurance Company10%
VISITORS READING REVIEWS
Computer Software Company26%
Comms Service Provider22%
Financial Services Firm7%
Government7%
VISITORS READING REVIEWS
Computer Software Company25%
Government16%
Comms Service Provider14%
Manufacturing Company4%
Company Size
REVIEWERS
Small Business60%
Midsize Enterprise12%
Large Enterprise28%
REVIEWERS
Small Business38%
Midsize Enterprise38%
Large Enterprise23%
Find out what your peers are saying about JIRA Service Management vs. SCSM and other solutions. Updated: July 2021.
522,693 professionals have used our research since 2012.

JIRA Service Management is ranked 2nd in Help Desk Software with 18 reviews while SCSM is ranked 7th in Help Desk Software with 11 reviews. JIRA Service Management is rated 7.8, while SCSM is rated 6.6. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of SCSM writes "Good flexibility and integration abilities but the interface needs improvement ". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Zendesk Guide, IBM Maximo and TOPdesk, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BeyondTrust Remote Support, BMC Helix ITSM and Device42. 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.