SCSM and JIRA Service Management compete in the IT service management category. JIRA appears to have the upper hand due to its flexibility and extensive third-party integrations, making it suitable for diverse business needs.
Features: SCSM offers robust integration with Microsoft tools, allowing seamless orchestration across Microsoft products. It also integrates with Microsoft System Center components and automates processes efficiently. JIRA Service Management focuses on customization and user-friendliness, supporting diverse workflows and project management. It allows extensive third-party integrations and offers a flexible system for managing both simple and complex processes.
Room for Improvement: SCSM's self-service portal and mobile capabilities need enhancement, along with improvements in CMDB and reporting features. JIRA Service Management could benefit from enhanced project management features and better integrations with non-Atlassian tools. It also requires a more intuitive user experience for newcomers and improved mobile integration.
Ease of Deployment and Customer Service: SCSM supports on-premises and hybrid deployments, suitable for organizations preferring these environments, though its technical support has mixed reviews. JIRA supports cloud-based deployments and is favored by organizations preferring modern infrastructure scaling. Its customer service receives positive reviews but needs better communication and faster issue resolution.
Pricing and ROI: SCSM's complexity in licensing, bundled with Microsoft's System Center suite, results in higher costs. However, its ROI is high when fully integrated within the Microsoft ecosystem. JIRA offers competitive tiered pricing based on users, providing good value, particularly in project management and ease of use. Its pricing structure is seen as more flexible and appealing to a wider range of organizations.
When we get up to Microsoft, I would rate it an eight or nine.
Response times are slow, and engineers often lack the necessary product knowledge.
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
From an admin point of view, Intune has more features and is easier to manage.
There should be more governance for permissions and more options for customized access without frequently involving the admin.
The SCSM is stable.
JIRA's user interface needs training to understand and utilize.
It remains one of the main barriers to using JIRA Service Management across our entire company.
The interface could be made easier to use.
We have to always try to hire some maintenance hours from external companies to fix small things that maybe would be faster if we could get it in-house, but because of the lack of information, we lose a lot of time solving some small problems.
From an admin point of view, Intune has more features and is easier to manage compared to SCCM.
We used Jira's free version for some time.
JIRA itself is valuable for managing tickets, user stories, and pipeline.
For every task we are working on, the project manager can see the status once we update the stories mentioned.
The query language and the ability to create views of the data are very useful.
SCCM provides remote tool functionality, which is not in Intune.
If it is correctly configured, you can access and give service quickly to all the end users.
JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:
1. Accelerating the flow of work between IT teams, development teams, and business teams
2. Empowering teams to deliver their service more quickly
3. Bringing visibility to their work
Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.
JIRA Service Management Features
JIRA Service Management has many valuable key features. Some of the most useful ones include:
JIRA Service Management Benefits
There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:
Reviews from Real Users
JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:
Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”
Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”
We monitor all IT Service Management (ITSM) 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.
