Atlassian Jira Align vs. Jira Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Atlassian Jira Align
Score 7.9 out of 10
N/A
Jira Align (formerly AgileCraft) is an enterprise-ready project management solution, now from Atlassian (acquired May 2019).
$27,000
per year
Jira Service Management
Score 8.0 out of 10
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
Pricing
Atlassian Jira AlignJira Service Management
Editions & Modules
Starting Price
$27,000.00
per year
Maximum Price
$3,987,600.00
per year
Free
$0
per month
Standard
$20
per agent/per month
Premium
$40
per agent/per month
Enterprise
Contact sales team
Offerings
Pricing Offerings
Atlassian Jira AlignJira Service Management
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Atlassian Jira AlignJira Service Management
Top Pros
Top Cons
Features
Atlassian Jira AlignJira Service Management
Project Management
Comparison of Project Management features of Product A and Product B
Atlassian Jira Align
7.6
20 Ratings
1% above category average
Jira Service Management
-
Ratings
Task Management9.220 Ratings00 Ratings
Resource Management8.420 Ratings00 Ratings
Gantt Charts8.515 Ratings00 Ratings
Scheduling5.716 Ratings00 Ratings
Workflow Automation6.516 Ratings00 Ratings
Team Collaboration9.620 Ratings00 Ratings
Support for Agile Methodology9.519 Ratings00 Ratings
Support for Waterfall Methodology4.412 Ratings00 Ratings
Document Management4.616 Ratings00 Ratings
Email integration8.516 Ratings00 Ratings
Mobile Access4.513 Ratings00 Ratings
Timesheet Tracking9.514 Ratings00 Ratings
Change request and Case Management8.818 Ratings00 Ratings
Budget and Expense Management8.010 Ratings00 Ratings
Professional Services Automation
Comparison of Professional Services Automation features of Product A and Product B
Atlassian Jira Align
9.1
13 Ratings
20% above category average
Jira Service Management
-
Ratings
Quotes/estimates9.811 Ratings00 Ratings
Invoicing8.111 Ratings00 Ratings
Project & financial reporting9.513 Ratings00 Ratings
Integration with accounting software8.98 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Atlassian Jira Align
-
Ratings
Jira Service Management
8.2
75 Ratings
1% above category average
Organize and prioritize service tickets00 Ratings8.374 Ratings
Expert directory00 Ratings9.02 Ratings
Service restoration00 Ratings9.52 Ratings
Self-service tools00 Ratings7.268 Ratings
Subscription-based notifications00 Ratings10.01 Ratings
ITSM collaboration and documentation00 Ratings7.761 Ratings
ITSM reports and dashboards00 Ratings5.862 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Atlassian Jira Align
-
Ratings
Jira Service Management
10.0
1 Ratings
20% above category average
Configuration mangement00 Ratings10.01 Ratings
Asset management dashboard00 Ratings10.01 Ratings
Policy and contract enforcement00 Ratings10.01 Ratings
Change management
Comparison of Change management features of Product A and Product B
Atlassian Jira Align
-
Ratings
Jira Service Management
7.3
69 Ratings
13% below category average
Change requests repository00 Ratings7.363 Ratings
Change calendar00 Ratings6.52 Ratings
Service-level management00 Ratings8.267 Ratings
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User Ratings
Atlassian Jira AlignJira Service Management
Likelihood to Recommend
9.1
(20 ratings)
5.8
(76 ratings)
Likelihood to Renew
9.9
(2 ratings)
10.0
(1 ratings)
Usability
5.2
(2 ratings)
9.6
(2 ratings)
Support Rating
7.0
(11 ratings)
9.1
(25 ratings)
Implementation Rating
10.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
9.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
9.0
(1 ratings)
-
(0 ratings)
User Testimonials
Atlassian Jira AlignJira Service Management
Likelihood to Recommend
Atlassian
The Atlassian Jira Align (formerly AgileCraft) tools help keep our scrum teams moving in the right direction. It gives Sr. Executives visibility into the progress of our digital transformation efforts. It provides information to our program manager to create the necessary artifacts to justify continued funding of our initiatives. It also supports the SAFe framework, along with some others. And the Atlassian Jira Align (formerly AgileCraft) tools provide integration to other tools that we use in our portfolio.
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Atlassian
Great to manage your issues in a clear and centralised way. If your development teams work with Jira, it will all naturally come together. Great way to manage the issues from end to end. - Very flexible if you have people who understands the set up and is able to configure it for your needs - Maybe not the best if you want something with very easy set up
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Pros
Atlassian
  • Effective Sprint planning : Sprint planning can be done using Planning Poker in AgileCraft by clicking Team > Manage > Other > Estimation Games very effectively for distributed teams.
  • Team Capacity Allocation Report: After tasks are created at team or program level, the report from AgileCraft cab be pulled and can be verified that no team member is under or over allocated. A report can be generated by navigating to Team > Manage > Assign Tasks.
  • Effective Requirement trace-ability: To maintain requirements trace-ability follow the steps below:
  • Upload test cases against the story/requirement. once uploaded test cases will be visible under that story
  • Execute Test cases in AgileCraft and mark them as Pass/Fail based on the actual outcome
  • Based on test results, The acceptance criterion's can be marked as “Pass” or “Fail” & if marked failed corresponding defect can be logged & can be attached with the story
  • So against each story we can easily see whether all test cases been executed or not & which acceptance criterion's are failed & how many defects are in open or close state.
  • Daily Scrum: In AgileCraft, the option to run a daily stand-up is available from Team > Manage > Daily Standups. Selecting the sprint number opens the daily stand-up meeting window in which each team member's tasks are visible and hours can be burned against them. Conduct Scrum meetings in AgileCraft, and burn each associate hour against the tasks created during the meeting. The burn-down chart can be generated & viewed during the stand-up to check whether the team is on track.
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Atlassian
  • Manageable workflow to ensure all users follow the same process.
  • Can ban boards for easy visual of ticket status.
  • Very flexible tool that can adapt to lots of different uses outside of the traditional service desk model.
  • Added communication tools help you get out of e-mail jail.
Read full review
Cons
Atlassian
  • The initial ticket creation screen lacks some important features, such as assigning "point values" (a measure of effort needed for the ticket).
  • The browser needs to be manually refreshed to see new tickets, which can make things confusing when several people in a meeting are simultaneously creating tickets.
  • The interface on some smaller portions of the software are sometimes difficult to understand.
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Atlassian
  • Ability to control the number of email notifications received (Note: this is a new feature in the Latest release but I personally haven not extensively looked at it and how well it solves the existing problem).
  • No way to reply to multiple tickets at once, say you got 4 tickets in for the same issue, there is no way you can reply to them in one stroke. Other Ticketing systems do have this ability.
  • Using a large number of add-ons to customize and add additional features adds up quickly and can become rather expensive.
  • Request forms are very basic and there is no native dynamic field ability available.
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Likelihood to Renew
Atlassian
There is nothing that can be better than Jira but it needs to keep improving certain areas especially the attachment size area.
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Atlassian
No answers on this topic
Usability
Atlassian
Most of the things are easily manageable except certain things that are hidden and you need to ask teammates who are aware of how they can link attachements in the comment section and so on.
Read full review
Atlassian
I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.
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Support Rating
Atlassian
Overall support from Jira team is good. It comes at an additional price but it is very efficient. There are no long wait times, you get a dedicated team to look into your issues. The support is available throughout the year and they keep a record of your issues. Overall we are very satisfied with the support they have provided us over the years, it has been very effective for the price that we pay.
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Atlassian
I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.
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Alternatives Considered
Atlassian
Microsoft Azure Devops won't have the major functionality of software management like Jira. The customization provided by Jira is having a cutting edge over any project management tool. Adds-on and Plugins feature in the Jira Tool make it as perfect as desired task management tool for any company. One of the best Agile based Project Management Tools.
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Atlassian
When I evaluated Spiceworks, it was not going to be replacing any ticketing systems. However, I did evaluate it and was not extremely impressed by the short demo I did. JIRA was selected because a branch of our company was already using it, so it made sense to consolidate into one service desk solution, and JIRA was the better option since it was less expensive and geared towards being a ticketing system.
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Return on Investment
Atlassian
  • It has positively impacted our tech teams, allowing them to better organize the tasks and items they are working on and has greatly improved their ability to communicate & review these tasks with other teams.
  • I believe it negatively impacted other departments as lengthy training was required by many associates to attempt using the tool, only to find out it didn't meet our needs, therefore much time was wasted.
Read full review
Atlassian
  • JIRA has been incredibly useful. Our work is more organized and easier to view by the team members as well as upper-level people.
  • Our work is correctly assigned and when there are issues, they can be immediately addressed within the tool.
  • Users can attach screenshots or files of issues that help clarify the ticket. Developers can attach relevant data as well.
Read full review
ScreenShots

Jira Service Management Screenshots

Screenshot of Drive IT best practices with ITIL-ready templates. Get everything your IT teams need out of the box for service request, incident, problem, and change management.Screenshot of Get an ITIL certified service desk. Everything your IT teams need out-of-the-box for service request, incident, problem, and change management. Jira Service Desk is PinkVERIFY™ certified.Screenshot of Deliver a better service experience. Customers or employees can submit requests with an easy-to-use help center and add Confluence to Jira Service Desk to get an integrated knowledge base. Machine learning intelligently recommends the right service and learns from every interaction, so answers are easy to find.Screenshot of Stay in the loop with developers. y linking Jira Service Desk with Jira Software, IT and developer teams can collaborate on one platform to fix incidents faster and push changes with confidence.Screenshot of Deliver on SLA's. Nail your Service Level Agreements, every time. Your agents get a simple queue so they get the important things done first. Configure and get going in minutes.Screenshot of Automate those repetitive tasks. Is your team stuck in gear with repetitive tasks or missing priority requests? Setup automations so your agents can focus on solving the important stuff and help lighten the workload.