Alemba Service Manager vs JIRA Service Management comparison

Alemba and Atlassian are both solutions in the IT Service Management (ITSM) category. Alemba is ranked #30, while Atlassian is ranked #2 with an average rating of 8.1. Alemba holds a 1.0% mindshare in ISM, compared to Atlassian’s 7.6% mindshare. Additionally, 100% of Alemba users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

Alemba Service Manager

Read 3 Alemba Service Manager reviews

506 Views
501 Comparison Views

100% willing to recommend

JIRA Service Management

Read 88 JIRA Service Management reviews

5,130 Views
3,642 Comparison Views

93% willing to recommend

Alemba Service Manager

JIRA Service Management

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 29, 2025

JIRA Service Management and Alemba Service Manager compete in IT service management. JIRA Service Management seems to have an upper hand in integration and scalability, while Alemba Service Manager provides a higher overall value due to specific features users value.

Features: JIRA Service Management offers strong integration with Atlassian products, customizable workflows, and enhanced team collaboration. Alemba Service Manager provides robust process automation, alignment with ITIL best practices, and valuable user-specific features.

Ease of Deployment and Customer Service: Alemba Service Manager presents a straightforward deployment model with personalized support. JIRA Service Management offers both cloud and on-premise options for flexibility. Personalized support from Alemba can be favored by organizations desiring customization.

Pricing and ROI: JIRA Service Management generally offers more accessible pricing with flexible cloud subscriptions, which delivers a strong ROI for small to mid-sized companies. Alemba Service Manager has a premium pricing model, justified by its comprehensive automation capabilities, appealing to enterprises prioritizing advanced features despite higher setup costs.

To learn more, read our detailed Alemba Service Manager vs. JIRA Service Management Report (Updated: December 2025).

Buyer's Guide

Alemba Service Manager vs. JIRA Service Management

December 2025

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Helped 881,082 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

Alemba Service Manager

Ranking in IT Service Management (ITSM)

30th

Average Rating

7.4

Reviews Sentiment

6.3

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 January 2026, in the IT Service Management (ITSM) category, the mindshare of Alemba Service Manager is 1.0%, up from 0.8% compared to the previous year. The mindshare of JIRA Service Management is 7.6%, down from 11.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
JIRA Service Management	7.6%
Alemba Service Manager	1.0%
Other	91.4%

IT Service Management (ITSM)

Featured Reviews

reviewer1099623

ICT Analyst at a energy/utilities company with 5,001-10,000 employees

Fulfills all IT management needs, simple setup, but could be more user-friendly

Unfortunately, we were not able to implement the mobility feature so I won't be able to provide feedback on it (and it was something that has been requested since we have field workers and given the WFH case due to the pandemic). This is due to results of security tests and which we were not yet able to address in our environment. We've been also trying to integrate our current system with discovery solutions but it was not easy. I am not sure if it is due to the fact that we still have an older version of the AlembavFire product. Also, users are also requesting that the current system's UI can still be improved. For those of our users who had experienced ServiceNow, they cited that they can do RFC chats via the tool. In our group, we are using AlembavFire for recording the ticket and do other discussions/alignments via Teams chat.

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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

"When we met with the Alemba vFire from Australia, it was a good discussion and they have a good feature roadmap."

"Incident Management is the most valuable feature of the solution."

"The workflow is very good, as well as customizable."

"The dashboards in Jira have been the most useful feature."

"We use JIRA Service Management for tracking purposes, planning, and execution."

"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 can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."

"The simplicity is good for our clients. The price is good."

"The query language and the ability to create views of the data are very useful."

"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."

"Simplicity is a key aspect. It is not hard to use."

"We get software developed faster."

More JIRA Service Management pros

Cons

"The reporting needs to be improved."

"The product should improve its ability to integrate with third-party tools."

"We had issues with the user interface, the way it was structured wasn't that user-friendly. The chat features could improve. For example, in change management, all the chat discussions can be done via ServiceNow. We are using two separate solutions, such as Teams, to chat, and the Alemba vFire tool to process."

"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."

"The interface could always be updated and improved."

"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."

"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."

"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."

"The pricing could be better."

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

"There is room for improvement in support."

More JIRA Service Management cons

Pricing and Cost Advice

"The product is much cheaper than ServiceNow."

"Alemba vFire is more affordable than the other solutions on the market. The solution changes for the number of customers not per user or module. The price was reasonable overall. We paid for support and it was a fair price."

"It is a cheaply priced product."

"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."

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

"Licensing can become quite expensive."

"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."

"The price of the solution is becoming expensive and it should be reduced."

"The price of JIRA Service Management could be reduced."

"JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Government

24%

Computer Software Company

12%

Energy/Utilities Company

10%

Performing Arts

Computer Software Company

10%

Financial Services Firm

10%

Manufacturing 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 do you like most about JIRA Service Management?

JIRA Service Management is a very user-friendly solution.

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

The price is actually reasonable.

See all answers

Comparisons

BMC Helix ITSM vs Alemba Service Manager

Compared 27% of the time

ServiceNow vs Alemba Service Manager

Compared 25% of the time

More Alemba Service Manager Competitors

ServiceNow vs JIRA Service Management

Compared 15% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 9% of the time

PagerDuty Operations Cloud vs JIRA Service Management

Compared 7% of the time

Zendesk vs JIRA Service Management

Compared 6% of the time

N-able MSP Manager vs JIRA Service Management

Compared 2% of the time

More JIRA Service Management Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

December 2025

Download Alemba Service Manager product report

Buyer's Guide

JIRA Service Management

January 2026

Download JIRA Service Management product report

Also Known As

vFire

JIRA Service Desk, Atlassian Jira Service Management

Interactive Demo

Alemba

Demo not available

Atlassian

Overview

Alemba Service Manager (ASM), is a global, ITIL-aligned ITSM tool. Certified for 18 PinkVERIFY practices including Incident Management, Problem Management, and Change Management, reducing response time through automated workflows.

Rapid Start expedites deployment with a pre-built database, and no-code process development simplifies workflow creation.

ASM offers organizational transformation by enhancing workflows, ensuring standardization, and adapting to departmental needs.

ASM fits any global business managing information. Our competitive and unique pricing model takes into account different levels of participation in organizations, offering a solution for everyone.

Alemba

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

King's College Hospital NHS Foundation Trust Hiscox Liverpool City Council Karachaganak Petroleum Operating (KPO) PPG Barnardo's Victoria University of Wellington

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

Buyer's Guide

Alemba Service Manager vs. JIRA Service Management

December 2025

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