Atlassian Confluence vs. Jira Service Management
Product | Rating | Most Used By | Product Summary | Starting Price |
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Confluence | N/A | Confluence is a collaboration and content sharing platform used primarily by customers who are already using Atlassian's Jira project tracking product. The product appeals particularly to IT users. | $10 per month | |
Jira Service Management | N/A | Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of-the-box for service request, incident, problem and change management. Jira Service Management integrates seamlessly with Jira Software so that IT and development teams can work better together. Users… | $0 per month |
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Entry-level Setup Fee | No setup fee | No setup fee | ||||||||||||||
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Atlassian Confluence | Jira Service Management | |
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Considered Both Products | Confluence | Jira Service Management |
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Top Cons |
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Atlassian Confluence | Jira Service Management | |
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Highlights |
Research Team Insight Published The users of Atlassian Confluence primarily comprise teams and organizations that require a collaborative workspace for project management and knowledge sharing. Reviewers frequently comment that it’s a tool that has enabled them to centralize all documentation and track project progress, promoting interdepartmental collaboration. From the users’ perspective, Confluence’s integration capabilities with other tools, such as Jira, play a significant role in managing and streamlining workloads across different projects and teams. On the other hand, Jira Service Management caters to users who need a system for IT service management. Users often use it for incident management, problem management, and even change management. Feedback from the customers indicates that Jira Service Management excels in ticketing, tracking system issues, and automation of IT services, making it an invaluable tool for IT departments. Notably, its seamless integration with other Atlassian products, such as Confluence, was also mentioned by users to facilitate shared information and collaborative problem-solving among teams. Although both products are under the Atlassian umbrella, their particular use cases differ significantly. While Confluence focuses on overall project management and knowledge sharing, the Jira Service Management is tailored more towards IT service management. However, users of both products have mentioned their ability to integrate seamlessly with each other, demonstrating their effectiveness to be utilized together in a synergistic manner. |
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Project Management |
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Communication |
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File Sharing & Management |
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Incident and problem management |
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ITSM asset management |
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Change management |
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Small Businesses | Stackby Score 9.8 out of 10 | Agiloft Flexible Service Desk Suite Score 9.0 out of 10 |
Medium-sized Companies | Troop Messenger Score 9.7 out of 10 | Agiloft Flexible Service Desk Suite Score 9.0 out of 10 |
Enterprises | Quickbase Score 9.2 out of 10 | Ivanti Neurons for ITSM Score 9.2 out of 10 |
All Alternatives | View all alternatives | View all alternatives |
Atlassian Confluence | Jira Service Management | |
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Likelihood to Recommend | 8.0 (126 ratings) | 5.7 (76 ratings) |
Likelihood to Renew | 9.9 (19 ratings) | 10.0 (1 ratings) |
Usability | 8.1 (12 ratings) | 9.6 (2 ratings) |
Availability | 9.0 (3 ratings) | - (0 ratings) |
Performance | 8.0 (5 ratings) | - (0 ratings) |
Support Rating | 5.4 (25 ratings) | 9.1 (25 ratings) |
Implementation Rating | 8.8 (4 ratings) | - (0 ratings) |
Configurability | 6.0 (1 ratings) | - (0 ratings) |
Ease of integration | 8.0 (4 ratings) | - (0 ratings) |
Product Scalability | 8.0 (2 ratings) | - (0 ratings) |
Vendor post-sale | 8.0 (1 ratings) | - (0 ratings) |
Vendor pre-sale | 8.0 (1 ratings) | - (0 ratings) |
Atlassian Confluence | Jira Service Management | |
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Likelihood to Recommend | Atlassian | Atlassian |
Pros | Atlassian | Atlassian |
Cons | Atlassian | Atlassian |
Likelihood to Renew | Atlassian | Atlassian No answers on this topic |
Usability | Atlassian | Atlassian |
Reliability and Availability | Atlassian | Atlassian No answers on this topic |
Performance | Atlassian | Atlassian No answers on this topic |
Support Rating | Atlassian | Atlassian |
Implementation Rating | Atlassian | Atlassian No answers on this topic |
Alternatives Considered | Atlassian | Atlassian |
Scalability | Atlassian | Atlassian No answers on this topic |
Return on Investment | Atlassian | Atlassian |
ScreenShots | Jira Service Management Screenshots |