JIRA Service Management vs Xurrent comparison

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JIRA Service Management

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Executive SummaryUpdated on Dec 29, 2025

JIRA Service Management and Xurrent compete in the IT service management solutions space. JIRA Service Management has an advantage with its integration options, while Xurrent leads with its straightforward setup.

Features: JIRA Service Management offers agile project management tools, extensive integration capabilities, and customizable workflows. Xurrent provides advanced automation features, easy-to-use dashboards, and streamlined processes.

Ease of Deployment and Customer Service: JIRA Service Management facilitates a comprehensive deployment approach with robust support resources, providing flexibility and scalability. Xurrent offers a straightforward deployment process with efficient customer support, appealing to companies requiring quick implementation and minimal downtime.

Pricing and ROI: JIRA Service Management has a flexible pricing model that accommodates varying business needs, balancing cost and functionality. Xurrent provides competitive pricing and rapid ROI through its automation capabilities.

To learn more, read our detailed JIRA Service Management vs. Xurrent Report (Updated: February 2026).

JIRA Service Management vs. Xurrent

February 2026

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Helped 881,733 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

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)

Xurrent

Ranking in IT Service Management (ITSM)

18th

Average Rating

8.0

Reviews Sentiment

8.5

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 Xurrent is 1.3%, up from 1.2% 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%
Xurrent	1.3%
Other	91.4%

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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Edward Carbutt

Executive Director at Marval Software

Offers multi-tenancy architecture, both in terms of functionality and reporting, requires minimal configuration and no-code deployment

We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity. However, for most users, the product will do what they need. It's only when you have mature service management processes and need deeper integrations at the process level that you might encounter some limitations. But for less mature needs, 4me works well.

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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 get software developed faster."

"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."

"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."

"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."

"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."

"The most valuable features of this solution are Incident and Request Management."

"Allows customized processes for our service contracts."

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

More JIRA Service Management pros

"I like their request management as well as their project management."

"It offers a comprehensive set of features without requiring additional payments for each feature."

"The solution is highly stable."

"The multi-tenancy architecture, both in terms of functionality and reporting, is the best feature. It is a really well-thought, designed, and developed part of this product."

Cons

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

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

"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."

"Lacks an interface where the customer can report issues."

"The documentation needs improving, it's difficult to find specific procedures."

"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."

"The interface could be made easier to use. While it is not the worst, there is still room for improvement."

"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."

More JIRA Service Management cons

"We would like to be able to customize and brand the solution, or at least the majority of its features and dashboards, particularly those that will be used by a large number of people."

"Asset Discovery is a feature that should be added."

"One area where I believe there's room for improvement in the 4me system is the absence of an asset discovery tool."

"We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity."

Pricing and Cost Advice

"We have paid $20,000 recently for a one-year license for our on-prem server."

"Licensing can become quite expensive."

"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."

"We have an annual license with JIRA Service Management, but it is billed monthly."

"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."

"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."

"I price of JIRA Service Management is reasonable."

"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."

More JIRA Service Management pricing and cost advice

"The pricing is expensive."

"This pricing falls on the lower end of the spectrum, making it a cost-effective option."

"It is the most affordable because it is priced per month per user."

"The licensing costs on the website are about $60 for pay-as-you-go. And then it decreases based on volume discounts or something."

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

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Top Industries

By visitors reading reviews

Financial Services Firm

Computer Software Company

Manufacturing Company

Educational Organization

Computer Software Company

17%

Healthcare Company

Retailer

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

No data available

Questions from the Community

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

What do you like most about JIRA Service Management?

JIRA Service Management is a very user-friendly solution.

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

The price is actually reasonable.

What is your experience regarding pricing and costs for 4me?

The pricing is expensive. I rate it an eight out of ten.

What needs improvement with 4me?

Asset Discovery is a feature that should be added.

What is your primary use case for 4me?

The solution is used for enterprise management.

ServiceNow vs JIRA Service Management

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Compared 40% of the time

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Compared 21% of the time

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Compared 9% of the time

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Compared 7% of the time

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Compared 7% of the time

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Product Reports

Download JIRA Service Management product report

JIRA Service Management

January 2026

Download Xurrent product report

January 2026

Also Known As

JIRA Service Desk, Atlassian Jira Service Management

4me

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

Xurrent offers a dynamic platform catering to modern enterprise requirements, focusing on effective and actionable insights to drive growth and streamline operations.

Xurrent engages its users by providing robust capabilities that enhance data analytics, automation, and collaboration for businesses. Its versatile nature serves industries aiming to optimize performance and efficiency, leveraging cutting-edge technology to address ever-evolving demands. With an integrated approach, Xurrent supports in-depth analysis and seamless communication to help businesses adapt and succeed.

What features does Xurrent have?

Advanced Analytics: Delivers comprehensive data analysis for strategic decision-making.
Automation Tools: Streamlines repetitive tasks, improving efficiency.
Collaboration Capabilities: Enhances team communication and project coordination.
Customizable Dashboards: Provides user-specific insights and data visualization.
Security Layers: Ensures data integrity and protection.

What benefits and ROI should be evaluated?

Improved Efficiency: Reduces time spent on manual tasks through automation.
Enhanced Decision-Making: Empowers data-driven strategies with real-time insights.
Cost Savings: Lowers operational expenses by optimizing resource allocation.
Scalability: Offers flexibility to grow alongside business needs.
Data Security: Protects against data breaches and ensures compliance.

Xurrent finds significant application in industries such as finance and healthcare, where data precision and efficiency are crucial. In finance, it supports portfolio management and trading analytics, while in healthcare, it aids in patient data management and operational excellence. Its adaptability ensures it serves diverse industry requirements effectively.

Sample Customers

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

Information Not Available