Agiloft ITSM ITIL Service Desk Suite vs JIRA Service Management comparison

Agiloft and Atlassian are both solutions in the IT Service Management (ITSM) category. Agiloft is ranked #36, while Atlassian is ranked #2 with an average rating of 8.1. Agiloft holds a 0.9% mindshare in ISM, compared to Atlassian’s 7.3% mindshare. Additionally, 80% of Agiloft users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

Agiloft ITSM ITIL Service D...

Read 1 Agiloft ITSM ITIL Service Desk Suite review

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462 Comparison Views

80% willing to recommend

JIRA Service Management

Read 88 JIRA Service Management reviews

6,041 Views
4,470 Comparison Views

93% willing to recommend

Agiloft ITSM ITIL Service D...

JIRA Service Management

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Executive SummaryUpdated on Dec 29, 2025

JIRA Service Management and Agiloft ITSM ITIL Service Desk Suite are competing products in the IT service management arena. JIRA Service Management holds an advantage due to its strong integration capabilities and affordability, appealing to cost-conscious organizations, while Agiloft's extensive customization and robust features are favored by businesses requiring comprehensive coverage.

Features: JIRA Service Management offers integration with Atlassian tools, automated ticketing, and incident management. Agiloft provides deep customization, asset management, and versatility for complex ITIL processes.

Ease of Deployment and Customer Service: JIRA Service Management is easy to deploy with a user-friendly interface but relies on community resources for customer support. Agiloft requires more time for deployment due to its customization but offers professional support throughout the process.

Pricing and ROI: JIRA Service Management offers competitive pricing, beneficial for various budget levels, providing visible ROI. Agiloft involves higher initial costs due to customization but offers long-term ROI with its advanced features, catering to businesses with complex ITSM needs.

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: March 2026).

Buyer's Guide

IT Service Management (ITSM)

March 2026

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Helped 885,728 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Agiloft ITSM ITIL Service D...

Ranking in IT Service Management (ITSM)

36th

Average Rating

10.0

Number of Reviews

Ranking in other categories

No ranking in other categories

JIRA Service Management

Ranking in IT Service Management (ITSM)

2nd

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Help Desk Software (2nd)

Mindshare comparison

As of April 2026, in the IT Service Management (ITSM) category, the mindshare of Agiloft ITSM ITIL Service Desk Suite is 0.9%, up from 0.4% compared to the previous year. The mindshare of JIRA Service Management is 7.3%, down from 10.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
JIRA Service Management	7.3%
Agiloft ITSM ITIL Service Desk Suite	0.9%
Other	91.8%

IT Service Management (ITSM)

Featured Reviews

it_user536637

Lead IT Manager at a tech services company with 10,001+ employees

We use it for handling requests. It has reduced the IT staff required.

Handling requests - Technical service requests: hardware, software not working - Account requests: new/modify account requests to various systems - Software requests: of all types from our staff - IT related assets: hardware controlled by IT - All types of technical abuse complaints: ie copyright - Surveys about the follow-through of the staff to requests entered in the system

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Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"We were able to reduce the IT staff from 4 to 1.5 FTE, to handle the 2500/monthly requests."

"It helps with time management and team management of the new tasks."

"It's easy to use and the fastest way to handle a ticketing system."

"The automated workflows have helped streamline our IT processes."

"I think one of the most valuable things is that it's all integrated, because between the Wiki and the product itself, whenever someone is typing in an error, it automatically pops up a solution."

"A good organizational tool."

"Based on my experience, you should go for the full Atlassian ecosystem if you are looking for IT service management and workflow management for your businesses."

"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."

"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."

More JIRA Service Management pros

Cons

"The GUI looks a little dated."

"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."

"The pricing could be better."

"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."

"The user interface becomes sluggish when there are many items in the database, especially large Product Backlogs. I've had page-load times of more than 30 seconds on modern clients, and that's just unacceptable."

"Integration could be improved."

"The product could be improved by integrating better with mobile numbers. For example, creating a WhatsApp platform would extend the solution and make it more useful."

"The solution should be more formalized. It could be more user-friendly."

"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."

More JIRA Service Management cons

Pricing and Cost Advice

Information not available

"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."

"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."

"It is a cheaply priced product."

"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."

"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."

"I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."

"This is pricey solution. Should we move to using all cloud solutions in our business, we may move to different tools that have multiple functionality versus having a solution for each area. This would be too pricey and we would need to replace Jira with a different solution that also offers other features."

"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."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Financial Services Firm

Manufacturing Company

Computer Software Company

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	24
Large Enterprise	33

Questions from the Community

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What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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What is your experience regarding pricing and costs for JIRA Service Management?

The price is actually reasonable.

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What needs improvement with JIRA Service Management?

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

March 2026

Agiloft ITSM ITIL Service Desk Suite report

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Buyer's Guide

JIRA Service Management

March 2026

Download JIRA Service Management product report

Also Known As

Agiloft ITSM/ITIL Service Desk Suite, Agiloft IT Service Management

JIRA Service Desk, Atlassian Jira Service Management

Overview

Flexible ITIL and ITSM Software

Awarded “Best Overall Value” three years in a row by Info-Tech Research Group

What we can do for you

Improve Consistency: Pre-built ITIL processes and integrated asset management guides IT staff through your preferred processes and ensure consistent service. Workflow automation tracks performance and proactively escalates issues before they become problems.

Gain Actionable Insights: Dashboards, reports, and charts show turnaround times, staff productivity and overdue tickets at a glance. So you can plan and respond effectively.

Close Tickets Faster: The self-service portal with single sign-on empowers users while reducing the burden on your staff. Eliminate errors and duplication of effort with a centralized knowledgebase.

Features

End User Portal: With a 24/7 self-service portal, users are able to report issues or request services online. A dynamic knowledge base with FAQ, and full text search, provides answers to common issues.

Live Chat: Provide real-time service for critical issues and convert chat transcripts into tickets with one click. LogMeIn Rescue or Bomgar integration enables fast and effective remote support.

Personalized Home Pages: Improve staff productivity with easily customized home pages that allow IT staff to work the way they like and see the information most important to them.

Full Auditability: Available via historical snapshots that display the entire record as it existed at any point in time and configurable audit logs.

Efficient Resolutions: Through configurable ticket assignment and escalation rules that alert you to blockages and proactively escalate issues when necessary.

Global Support: With multi-language functionality and follow-the-sun case assignment that can be customized for the working hours of different teams.

“Agiloft is one of the most caring and responsive vendors that I have ever worked with”
— Dave Ross, Cal Poly

Get more information | Try it now | Request a demo

What Makes Us Different

Built on an agile platform for rapid configuration of the most sophisticated requirements, without any coding.
Available both as a hosted cloud solution and as an in-house deployment.
Fully extensible, with 10+ out-of-the-box applications and the flexibility to map any custom business process.
One affordable price that includes all features and functionality. No hidden fees, no surprises.

Agiloft

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

Sample Customers

Affinity Development Group, ArcaTech Systems, Carestream Health, CareView Communications, Chester County, Chevron Corporation, Conde Nast, CSF International, DCG Systems, East Virginia Medical School, EMC, Hopkins County Board of Education, Hot Topic Media, Lattice Semiconductor, Lexnet Consulting Group

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

Buyer's Guide

IT Service Management (ITSM)

March 2026

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