JIRA Service Management vs Serviceaide ChangeGear comparison

Atlassian and Serviceaide are both solutions in the IT Service Management (ITSM) category. Atlassian is ranked #2 with an average rating of 8.1, while Serviceaide is ranked #30. Atlassian holds a 7.3% mindshare in ISM, compared to Serviceaide’s 1.1% mindshare. Additionally, 93% of Atlassian users are willing to recommend the solution, compared to 85% of Serviceaide users who would recommend it.

JIRA Service Management

Read 88 JIRA Service Management reviews

5,671 Views
4,140 Comparison Views

93% willing to recommend

Serviceaide ChangeGear

Read 14 Serviceaide ChangeGear reviews

900 Views
576 Comparison Views

85% willing to recommend

JIRA Service Management

Serviceaide ChangeGear

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 29, 2025

Serviceaide ChangeGear and JIRA Service Management are competitors in the IT service management space. While ChangeGear is valued for its straightforward pricing and customer support, JIRA stands out with advanced features and its alignment with the Atlassian ecosystem.

Features: Serviceaide ChangeGear provides strong workflow management, intuitive incident resolution, and effective change tracking. Meanwhile, JIRA Service Management offers integration capabilities, automation options, and comprehensive project management tools, with adaptability for varying team sizes as a significant strength.

Room for Improvement: Serviceaide ChangeGear could enhance its scalability options and integration capabilities. Additionally, improving its automation features and user interface would be beneficial. JIRA Service Management may increase its cost-effectiveness and simplify its setup process. Providing more out-of-the-box solutions and streamlining its support for smaller teams could enhance its offering.

Ease of Deployment and Customer Service: Serviceaide ChangeGear is known for its smooth deployment and personalized customer service, appealing for those seeking a straightforward setup. JIRA Service Management offers a configurable deployment model beneficial for organizations needing flexible integrations and strong post-deployment support through Atlassian's resources.

Pricing and ROI: Serviceaide ChangeGear attracts users with competitive pricing and significant ROI through its cost-effective solutions. JIRA Service Management, although potentially higher in cost, justifies this with its extensive features and scalability, valuable for organizations focusing on long-term gains.

To learn more, read our detailed JIRA Service Management vs. Serviceaide ChangeGear Report (Updated: January 2026).

Buyer's Guide

JIRA Service Management vs. Serviceaide ChangeGear

January 2026

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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

JIRA Service Management

Ranking in Help Desk Software

2nd

Ranking in IT Service Management (ITSM)

2nd

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

Serviceaide ChangeGear

Ranking in Help Desk Software

31st

Ranking in IT Service Management (ITSM)

30th

Average Rating

7.6

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of February 2026, in the IT Service Management (ITSM) category, the mindshare of JIRA Service Management is 7.3%, down from 11.0% compared to the previous year. The mindshare of Serviceaide ChangeGear is 1.1%, up from 0.4% 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	7.3%
Serviceaide ChangeGear	1.1%
Other	91.6%

IT Service Management (ITSM)

Featured Reviews

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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Umair Akhlaque

Enterprise Solutions & Services Head at Duroob Technology

A fairly stable solution that’s highly mature, but has a poor user interface

The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

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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

"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 most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."

"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."

"Provides excellent management features."

"Using JIRA simplifies tracking issues and updates."

"Useful for tracking issues with development."

"The product is not lacking anything that a QA will want to use."

"I think one of the most valuable things is that it's all integrated."

More JIRA Service Management pros

"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."

Cons

"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."

"JIRA Service Management is costly."

"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."

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

"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."

"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."

"The deployment can be a bit complex, especially for those who are not technical."

"Integration could be improved."

More JIRA Service Management cons

"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

Pricing and Cost Advice

"I price of JIRA Service Management is reasonable."

"Jira Service Management has affordable license fees. It's $12 a month per person."

"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."

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

"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."

"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 depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."

"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."

More JIRA Service Management pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

Computer Software Company

Manufacturing Company

Educational Organization

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	1
Large Enterprise	11

Questions from the Community

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.

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Product Reports

Buyer's Guide

JIRA Service Management

January 2026

Download JIRA Service Management product report

Buyer's Guide

IT Service Management (ITSM)

January 2026

Download Serviceaide ChangeGear product report

Also Known As

JIRA Service Desk, Atlassian Jira Service Management

Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear

Overview

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

ChangeGear, a leader in the GigaOm ITSM Radar Report, presents a cutting-edge AI-based service management platform that transforms user experience and enhances decision-making. Offering a business-friendly interface, ChangeGear is customizable with drag-n-drop editing, ensuring adaptability to diverse user needs. The AI-driven platform accelerates decision-making processes with real-time recommendations and intelligent predictions, boosting staff efficiency. Advanced automation, including workflow automation and business process automation, streamlines operations, freeing staff from manual tasks. Recognized for its agility and speed, ChangeGear stands out in change management, asset management, and service desk solutions. For industries navigating compliance challenges, ChangeGear's robust change management and auditing capabilities provide a comprehensive solution.

Serviceaide

Sample Customers

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

Oakwood Systems Group

Buyer's Guide

JIRA Service Management vs. Serviceaide ChangeGear

January 2026

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