We performed a comparison between JIRA Service Management and SCSM based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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 simplicity is good for our clients. The price is good."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"Easy to use and user-friendly."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"JSM's best feature is the integration with other Jira products."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"The solution is quite easy to integrate with other Microsoft products."
"This solution is easy to use."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"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."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"The most requested feature from our customers is the helpdesk ticketing system."
"The pricing could be better."
"In-built chat is missing in JIRA Service Management."
"The reporting function of this solution, particularly the filters in the portal, 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."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"I would like to see improvement in the ability to filter completed tasks."
"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."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"Once we had an issue with a desktop download that would not open."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"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."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"The user interface needs to be improved."
"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."
"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."
"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."
JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while SCSM is ranked 11th in IT Service Management (ITSM) 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 IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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