JIRA Service Management vs Splunk On-Call comparison

The compared Atlassian and Splunk solutions aren't in the same category. Atlassian is ranked #2 in ISM , with an average rating of 8.1, and holds a 7.3% mindshare in the category. Splunk is ranked #9 in IMS , with an average rating of 9.0, and holds a 3.6% mindshare. Additionally, 93% of Atlassian users are willing to recommend the solution, compared to 83% of Splunk 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

Splunk On-Call

Read 11 Splunk On-Call reviews

879 Views
589 Comparison Views

83% willing to recommend

JIRA Service Management

Splunk On-Call

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between JIRA Service Management and Splunk On-Call based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

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

Buyer's Guide

IT Service Management (ITSM)

January 2026

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Helped 881,757 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

JIRA Service Management

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Help Desk Software (2nd), IT Service Management (ITSM) (2nd)

Splunk On-Call

Average Rating

8.6

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

IT Alerting and Incident Management (9th)

Mindshare comparison

While both are Systems Management solutions, they serve different purposes. JIRA Service Management is designed for IT Service Management (ITSM) and holds a mindshare of 7.3%, down 11.0% compared to last year.
Splunk On-Call, on the other hand, focuses on IT Alerting and Incident Management, holds 3.6% mindshare, down 7.0% since last year.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
JIRA Service Management	7.3%
ServiceNow	15.9%
BMC Helix ITSM	5.7%
Other	71.1%

IT Service Management (ITSM)

IT Alerting and Incident Management Market Share Distribution
Product	Market Share (%)
Splunk On-Call	3.6%
PagerDuty Operations Cloud	13.2%
Opsgenie	9.0%
Other	74.2%

IT Alerting and Incident Management

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.

Read full review

Venda E

Cloud Option Engineer at a tech vendor with 10,001+ employees

Automated alert routing has improved incident response and now enables faster on-call collaboration

Some of the features of Splunk On-Call include automated alert routing and escalation that will ensure the right people get notified immediately. Also, on-call scheduling and rotation management. This feature makes managing shifts and coverage very easy. Another feature is real-time incident collaboration and communication. This will help bring the right team together fast. Another feature is alert de-duplication and suppression. This will reduce the noise, so only meaningful alerts reach the on-call staff. The feature I rely on the most in my daily work is automated alert routing and escalation. It ensures that critical issues go directly to the right engineer without delay, which saves time and prevents the incident from being missed. This has been the biggest contributor to improving our response times. The noise reduction feature is also very helpful. By filtering out non-critical or duplicate alerts, Splunk On-Call keeps our team focused on what actually matters and prevents alert fatigue. Splunk On-Call has helped my organization to improve response times, reduce missed alerts, and coordinate teams more efficiently during incidents. It also reduced alert fatigue and made our on-call process more reliable and predictable. Our average incident response time dropped by around 20% to 25%, mainly because alerts reached the right people faster. We also noticed fewer unnecessary escalations, and missed alerts almost completely stopped after we implemented automated routing and escalation policies.

Read full review

Quotes from Members

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

Pros

"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."

"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."

"The tool is scalable."

"Transparency of the system helps both internal and external persons involved."

"Provides excellent management features."

"It is 100% stable."

"Easily integrates with other tools."

"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."

More JIRA Service Management pros

"The flexible schedule is the most valuable feature. It was very easy to set out a rotation."

"The alert calling feature is the best because notifications are delivered via phone messages."

"The most valuable feature of the solution is helpdesk escalation."

"Transmogrifier and automatic solution report gives me a report with the solution and the way to solve issues when an error occurred."

"VictorOps has been good enough for us and it's effective for our needs in case of an on-call escalation process."

"Splunk On-Call has helped my organization to improve response times, reduce missed alerts, and coordinate teams more efficiently during incidents."

Cons

"SaaS version for large organizations (more than 2000 users) is not available."

"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."

"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."

"An AI feature that enables automation and alerts for users can be an improvement."

"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."

"Instability happens sometimes - although not frequently."

"Jira Service Management should be more user-friendly."

"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."

More JIRA Service Management cons

"One area for improvement would be enhancing the mobile app experience."

"Should have more YouTube webinars."

"There could be improvements with communicating an incident or alert."

"At that stage, all our needs are fulfilled, but at the beginning, we had some feature requests and they were deployed during their roadmap."

"The third-party configuration tool could be easier to use."

"The solution can be improved by including a wider list of permissions."

Pricing and Cost Advice

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

"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."

"I price of JIRA Service Management is reasonable."

"It is one of the premium products on the market, but it is very costly, especially in the Indian market."

"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."

"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."

"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."

"It costs around $150 to $200 per user."

More JIRA Service Management pricing and cost advice

"The price of the solution could be less expensive."

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Top Industries

By visitors reading reviews

Financial Services Firm

Computer Software Company

Manufacturing Company

Educational Organization

Performing Arts

13%

Manufacturing Company

11%

Computer Software Company

Financial Services Firm

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
Midsize Enterprise	1
Large Enterprise	9

Questions from the Community

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

See all answers

What do you like most about JIRA Service Management?

JIRA Service Management is a very user-friendly solution.

See all answers

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

The price is actually reasonable.

See all answers

What is your experience regarding pricing and costs for VictorOps?

My experience with Splunk On-Call pricing and licensing has been straightforward. The setup cost was minimal since it's a SaaS solution, and the subscription-based licensing model makes it easy to ...

See all answers

What needs improvement with VictorOps?

One area for improvement would be enhancing the mobile app experience. While it works well, smoother navigation and faster load times would make on-call handling even easier. More advanced analytic...

See all answers

What is your primary use case for VictorOps?

I have been using Splunk On-Call for the last three years. My main use case for Splunk On-Call is incident alerting and real-time on-call management. It helps me to route critical alerts to the rig...

See all answers

Comparisons

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

Freshservice vs JIRA Service Management

Compared 6% of the time

More JIRA Service Management Competitors

PagerDuty Operations Cloud vs Splunk On-Call

Compared 29% of the time

Opsgenie vs Splunk On-Call

Compared 28% of the time

ServiceNow vs Splunk On-Call

Compared 8% of the time

Zabbix vs Splunk On-Call

Compared 8% of the time

Everbridge IT Alerting vs Splunk On-Call

Compared 7% of the time

More Splunk On-Call Competitors

Product Reports

Buyer's Guide

JIRA Service Management

January 2026

Download JIRA Service Management product report

Buyer's Guide

Splunk On-Call

January 2026

Download Splunk On-Call product report

Also Known As

JIRA Service Desk, Atlassian Jira Service Management

VictorOps

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

Splunk On-Call offers seamless on-call scheduling and alert escalation with robust third-party integration, providing efficient incident management and resolution capabilities.

Splunk On-Call facilitates effective IT alert management by delivering on-call scheduling, alert escalation, and comprehensive integration with monitoring systems. The platform's capabilities include smooth third-party interactions and the transmogrifier feature, which enhances message customization. Users benefit from efficient alert notifications via phone or text, a user-friendly interface streamlining scheduling, and detailed timelines supporting root cause analysis. It is especially useful in IT environments where quick incident response and communication are critical. Users appreciate the aid in identifying responsible contacts during on-call rotations and deploying on-premises situations involving numerous team members.

What features enhance Splunk On-Call?

Seamless On-Call Scheduling: Organizes and simplifies duty rotations efficiently.
Effective Alert Escalation: Ensures critical issues reach the appropriate personnel swiftly.
Comprehensive Third-Party Integration: Connects easily with monitoring tools to streamline workflows.
Transmogrifier Feature: Customizes message content to improve communication clarity.
Automatic Solution Reporting: Aids in swift issue resolution through detailed reports.
Efficient Alert Notifications: Offers swift communication via phone and text notifications.
User-Friendly Interface: Simplifies management of schedules and overrides.

What benefits and ROI should users expect when utilizing Splunk On-Call?

Reduced Incident Response Time: Accelerates team reaction to critical alerts.
Enhanced Communication: Facilitates clearer and quicker interaction within teams.
Flexibility: Adapts to specific organizational requirements effortlessly.
Improved Root Cause Analysis: Provides comprehensive timelines and reports for deep dives.

Splunk On-Call is often implemented in IT departments of large organizations, where teams manage on-call operations and incident responses. Particularly beneficial in sectors requiring rapid reaction times, like tech companies or service providers, it aids developers in swiftly resolving service interruptions to maintain operational continuity and customer satisfaction.

Splunk

Sample Customers

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

NVIDIA, Cisco, NBC, Rackspace, Intuit, DirectTV, NASCAR, Arrow Electronics, Alliance Health, NetApp, Edmunds, New York Times, Return Path, Sony Playstation, CA Technologies, Sphero, Symantic, HBO, Weatherford, Blackboard, Epic Games

Buyer's Guide

IT Service Management (ITSM)

January 2026

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