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."Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"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."
"Useful for tracking issues with development."
"This is the most complete and versatile enterprise task management product and issue tracker."
"Auditing team uses this solution to track audit findings and follow-up."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"Allows customized processes for our service contracts."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"Many more features than other comparable products."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"It is one of the most stable solutions in the market."
"The call logging is the solution's most valuable feature. It's very easy to use."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"Cost has prohibited us from switching entirely to this solution."
"The interface could always be updated and improved."
"SaaS version for large organizations (more than 2000 users) is not available."
"The initial setup is very complex."
"Integration could be improved."
"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 rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"Resources for understanding compliance and relative compliance need to be made available."
"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."
"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."
"The price of this solution is high and it needs to be cheaper."
"The configuration could be easier."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"The user interface needs to be improved."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
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, Freshdesk, BMC Helix ITSM 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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