47 Ratings
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Score 7 out of 100
484 Ratings
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Score 8.3 out of 100

Feature Set Ratings

  • CA Service Management, with CA Service Desk Manager ranks higher in 1 feature set: Change management
  • Jira Service Management (Jira Service Desk) ranks higher in 2 feature sets: Incident and problem management, ITSM asset management

Incident and problem management

8.6

CA Service Management

86%
9.0

Jira Service Management (Jira Service Desk)

90%
Jira Service Management (Jira Service Desk) ranks higher in 4/7 features

Organize and prioritize service tickets

9.7
97%
6 Ratings
9.1
91%
78 Ratings

Expert directory

8.7
87%
5 Ratings
9.0
90%
2 Ratings

Service restoration

8.4
84%
6 Ratings
9.5
95%
2 Ratings

Self-service tools

8.6
86%
6 Ratings
8.1
81%
72 Ratings

Subscription-based notifications

7.9
79%
6 Ratings
10.0
100%
1 Rating

ITSM collaboration and documentation

9.7
97%
6 Ratings
8.9
89%
65 Ratings

ITSM reports and dashboards

7.5
75%
5 Ratings
8.2
82%
66 Ratings

ITSM asset management

9.2

CA Service Management

92%
10.0

Jira Service Management (Jira Service Desk)

100%
Jira Service Management (Jira Service Desk) ranks higher in 3/3 features

Configuration mangement

9.7
97%
6 Ratings
10.0
100%
1 Rating

Asset management dashboard

10.0
100%
3 Ratings
10.0
100%
1 Rating

Policy and contract enforcement

8.0
80%
3 Ratings
10.0
100%
1 Rating

Change management

9.1

CA Service Management

91%
8.0

Jira Service Management (Jira Service Desk)

80%
CA Service Management, with CA Service Desk Manager ranks higher in 3/3 features

Change requests repository

9.0
90%
6 Ratings
8.7
87%
67 Ratings

Change calendar

8.6
86%
4 Ratings
6.5
65%
2 Ratings

Service-level management

9.5
95%
5 Ratings
8.9
89%
71 Ratings

Attribute Ratings

  • Jira Service Management (Jira Service Desk) is rated higher in 1 area: Likelihood to Renew
  • CA Service Management, with CA Service Desk Manager and Jira Service Management (Jira Service Desk) are tied in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

CA Service Management

90%
12 Ratings
9.0

Jira Service Management (Jira Service Desk)

90%
79 Ratings

Likelihood to Renew

4.1

CA Service Management

41%
6 Ratings
10.0

Jira Service Management (Jira Service Desk)

100%
1 Rating

Usability

CA Service Management

N/A
0 Ratings
9.5

Jira Service Management (Jira Service Desk)

95%
2 Ratings

Support Rating

CA Service Management

N/A
0 Ratings
8.8

Jira Service Management (Jira Service Desk)

88%
48 Ratings

Likelihood to Recommend

CA Service Management

It is a suitable tool for a large organization with extensive user needs. It is not for a small shop as it may be over-engineered for smaller organizations that don't have teams that can manage a solution of this size. It does have some significant hardware and configuration needs, but that should not deter customers from deploying it in-house. I've seen it deployed in the cloud as well as in-house; the downside to deploying it as a hosted solution is you're forever at the mercy of the vendor for customizations, and they cost an arm and a leg. The simplest things take a long time and cost much more money than necessary, so you can't truly get a custom solution and end up with mostly vanilla services (unless you have very deep pockets.)
Anonymous | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

It will be well suite for large Organization where many team members involved from various Geographical location's in a single project or program as that would help greatly with this Agile Project Management tool. And, its may not be the right option for small organizations and also less of the need for co-located teams as well.
Chris Guru | TrustRadius Reviewer

Pros

CA Service Management

  • A large community where, if help is needed, is usually very helpful and quick to respond.
  • Various sites with good information on various issues. If you have a problem, there's a good chance some else already had it and documented it.
  • Fairly easy installation of the product if recommendations are followed and prep-work is done.
Anonymous | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

  • Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
  • Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
  • Allow multiple different entry points and work flows for as many different needs your teams / company have
Anonymous | TrustRadius Reviewer

Cons

CA Service Management

  • The right-click feature is disabled in this application and users are unable to copy and paste with mouse or touchpad.
  • The application also freezes quite a bit and a user will have to quite often close and reopen browser to get it functioning properly.
Jamedith Pewu | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

  • Navigating through issues outside of a kan ban board can be confusing and task heavy.
  • It's easy to clutter up the tool. It could use some easy clean up capabilities.
  • User interface is decent, but could use work to make it more intuitive.
Anonymous | TrustRadius Reviewer

Pricing Details

CA Service Management

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

CA Service Management Editions & Modules

Additional Pricing Details

Jira Service Management (Jira Service Desk)

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Starting Price

$0 per month

Jira Service Management (Jira Service Desk) Editions & Modules

Edition
Free$01
Standard$202
Premium$402
EnterpriseContact sales team
  1. per month
  2. per agent/per month
  3. none
Additional Pricing Details

Likelihood to Renew

CA Service Management

CA Service Management 4.1
Based on 6 answers
While the concepts of Service Desk and EITM were solid. The user interface, tool capabilities, and integrations fell behind the rest of the industry. Too often it seemed like CA bought and rebranded products without fully integrated them with their other products. It was a coat of paint, without the parts under the hood being updated. The overhead for administration was too high and the reporting capabilities were absolutely amongst the worst I've seen.
Curt Melancon, CBAP, ITIL, CSSGB | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 10.0
Based on 1 answer
No answer on this topic is available.

Usability

CA Service Management

No score
No answers yet
No answers on this topic

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 9.5
Based on 2 answers
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.
Mhatet Ramos | TrustRadius Reviewer

Support Rating

CA Service Management

No score
No answers yet
No answers on this topic

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 8.8
Based on 48 answers
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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

CA Service Management

We are too integrated with CA Service Desk Manager to disassociate anytime soon. We found the more we used the product the more we needed to customize it in order to better integrate with our business processes. There are other alternatives that have many built-in features that had we have foreseen our future requirements... would have chosen ServiceNow or Remedy as our "go-to" ticketing product.
Anonymous | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

Zendesk is a similar ticketing system that our organization used before JIRA Service Desk. The main drawback of Zendesk was that it can only be used as a cloud service. This means that our company data would be living on the internet at the hands of their security team. Another drawback of this is the price is significantly more expensive rather than hosting it yourself. Zendesk does have some additional features such as commenting on multiple tickets at once that JSD does lack. However, switching to JSD was significantly more cost effective because we have the ability and the infrastructure to host our own ticketing system, something that Zendesk could not provide. Ultimatley switching to JSD saved us money and allows the ability for integration with all of the other Atlassian Suite products that we use on a day to day basis.
Gary Smolyak | TrustRadius Reviewer

Return on Investment

CA Service Management

  • Having CA Service Desk Manager within the company has increased the satisfaction of customer service from 68% to 95%. Teams are getting better customer survey scores and making better efforts to meet their SLAs.
  • CA Mobile app has provided agility and collaboration among IT Users and Customers.
Farooq Hussain | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

  • It is definitely cheaper than Salesforce
  • It allows the IT service desk to be more organized and respond more quickly to tickets, which can save time for both agent and requester.
  • Some things are "not quite there" developmentally, so this means that internal IT will need to spend more time developing and testing the product.
Anonymous | TrustRadius Reviewer

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