Jira Service Management vs. Microsoft System Center Service Manager

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Jira Service Management
Score 8.1 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
Microsoft System Center Service Manager
Score 7.8 out of 10
N/A
Microsoft System Center Service Manager is an integrated platform that is designed for automating and adapting IT Service Management best practices to an organization’s requirements. The platform includes built-in processes for incident and problem resolution, change control and asset lifecycle management.N/A
Pricing
Jira Service ManagementMicrosoft System Center Service Manager
Editions & Modules
Free
$0
per month
Standard
$20
per agent/per month
Premium
$40
per agent/per month
Enterprise
Contact sales team
No answers on this topic
Offerings
Pricing Offerings
Jira Service ManagementMicrosoft System Center Service Manager
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Jira Service ManagementMicrosoft System Center Service Manager
Considered Both Products
Jira Service Management

No answer on this topic

Microsoft System Center Service Manager
Chose Microsoft System Center Service Manager
It has its similarities between the two from a ticketing standpoint but as a primarily Microsoft shop it is nice to have a product that was created to play along with other tools that we are using such as SCCM. We like Jira for the project management tools and Cherwell for …
Chose Microsoft System Center Service Manager
Not easy to customize, like ServiceNow, but default configuration works much more stably than SNow implementations I saw. Cannot be implemented as a service and requires underlying infrastructure. JIRA is much more lightweight, but very limited in functionality. At the same …
Top Pros
Top Cons
Features
Jira Service ManagementMicrosoft System Center Service Manager
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Jira Service Management
8.9
77 Ratings
9% above category average
Microsoft System Center Service Manager
7.8
7 Ratings
4% below category average
Organize and prioritize service tickets8.976 Ratings8.04 Ratings
Expert directory9.02 Ratings7.03 Ratings
Service restoration9.52 Ratings7.04 Ratings
Self-service tools8.170 Ratings8.75 Ratings
Subscription-based notifications10.01 Ratings7.04 Ratings
ITSM collaboration and documentation8.963 Ratings9.76 Ratings
ITSM reports and dashboards7.764 Ratings7.16 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Jira Service Management
10.0
1 Ratings
21% above category average
Microsoft System Center Service Manager
8.2
7 Ratings
1% above category average
Configuration mangement10.01 Ratings9.86 Ratings
Asset management dashboard10.01 Ratings8.77 Ratings
Policy and contract enforcement10.01 Ratings6.05 Ratings
Change management
Comparison of Change management features of Product A and Product B
Jira Service Management
8.0
71 Ratings
4% below category average
Microsoft System Center Service Manager
6.7
6 Ratings
22% below category average
Change requests repository8.765 Ratings6.16 Ratings
Change calendar6.52 Ratings6.05 Ratings
Service-level management8.769 Ratings8.05 Ratings
Best Alternatives
Jira Service ManagementMicrosoft System Center Service Manager
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 8.9 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Jira Service ManagementMicrosoft System Center Service Manager
Likelihood to Recommend
8.8
(77 ratings)
8.8
(7 ratings)
Likelihood to Renew
10.0
(1 ratings)
-
(0 ratings)
Usability
9.6
(2 ratings)
-
(0 ratings)
Support Rating
8.9
(48 ratings)
8.8
(3 ratings)
User Testimonials
Jira Service ManagementMicrosoft System Center Service Manager
Likelihood to Recommend
Atlassian
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.
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Microsoft
I think any organization that runs windows on their computers that is size over 50 workstations and looking for a complete package to manage their windows machines must have Microsoft System Center Service Manager, especially if they have Windows servers and VMs. The capability of managing multiple devices at ones can save a lot of time for the IT jobs.
Read full review
Pros
Atlassian
  • 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
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Microsoft
  • This tool is used to track support requests among our IT staff.
  • We use this tool to automate some more routine tasks.
Read full review
Cons
Atlassian
  • 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.
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Microsoft
  • Kind of clunky.
  • Takes a lot a lot a lot of configuration.
  • There is a lot of jargon to learn to be able to use it to its full ability.
Read full review
Usability
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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Microsoft
No answers on this topic
Support Rating
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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Microsoft
The customer support service is excellent. They help from start/deployment through to any time later on. They responded quickly and resolved our issues professionally and in no time.
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Alternatives Considered
Atlassian
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.
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Microsoft
We selected MCSM because it is a solid product that we could use very quickly, compared to other tools there is a lot more effort for integration into the infrastructure, costing time and money. We implemented the tool very quickly and since it integrates with other Microsoft products, it was very easy to get up and running.
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Return on Investment
Atlassian
  • 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.
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Microsoft
  • Save a world of time when imaging
  • Save a world of time with patch management
  • Provides decent reports to get a snapshot quickly
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.