Jira Service Management vs. SymphonyAI IT Service Management

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
SymphonyAI IT Service Management
Score 8.0 out of 10
N/A
Symphony SummitAI, formerly the Summus IT Management Suite, is an ITSM and system monitoring offering from the company of the same name in Palo Alto.N/A
Pricing
Jira Service ManagementSymphonyAI IT Service Management
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 ManagementSymphonyAI IT Service Management
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 ManagementSymphonyAI IT Service Management
Considered Both Products
Jira Service Management

No answer on this topic

SymphonyAI IT Service Management
Chose SymphonyAI IT Service Management
Because of this interface. SymphonyAI IT Service Management has a lot of options and this tool is user-friendly if you have moderate level knowledge of tech then you can easily operate this tool. And you can create and view many types of BI report and helps you to take quick …
Top Pros
Top Cons
Features
Jira Service ManagementSymphonyAI IT Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Jira Service Management
8.2
75 Ratings
0% below category average
SymphonyAI IT Service Management
7.2
13 Ratings
13% below category average
Organize and prioritize service tickets8.374 Ratings8.113 Ratings
Expert directory9.02 Ratings7.812 Ratings
Service restoration9.52 Ratings6.812 Ratings
Self-service tools7.268 Ratings7.012 Ratings
Subscription-based notifications10.01 Ratings7.313 Ratings
ITSM collaboration and documentation7.761 Ratings7.313 Ratings
ITSM reports and dashboards5.762 Ratings6.413 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Jira Service Management
10.0
1 Ratings
19% above category average
SymphonyAI IT Service Management
7.7
13 Ratings
7% below category average
Configuration mangement10.01 Ratings7.713 Ratings
Asset management dashboard10.01 Ratings8.113 Ratings
Policy and contract enforcement10.01 Ratings7.112 Ratings
Change management
Comparison of Change management features of Product A and Product B
Jira Service Management
7.3
69 Ratings
14% below category average
SymphonyAI IT Service Management
8.0
13 Ratings
5% below category average
Change requests repository7.363 Ratings8.113 Ratings
Change calendar6.52 Ratings8.111 Ratings
Service-level management8.167 Ratings7.912 Ratings
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Jira Service ManagementSymphonyAI IT Service Management
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Medium-sized Companies
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Enterprises
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User Ratings
Jira Service ManagementSymphonyAI IT Service Management
Likelihood to Recommend
5.7
(76 ratings)
8.0
(13 ratings)
Likelihood to Renew
10.0
(1 ratings)
9.0
(1 ratings)
Usability
9.6
(2 ratings)
-
(0 ratings)
Support Rating
9.1
(25 ratings)
-
(0 ratings)
User Testimonials
Jira Service ManagementSymphonyAI IT Service Management
Likelihood to Recommend
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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SymphonyAI IT Service Management
This is an excellent Application that is user-friendly. As a user my overall experience is great. With the help of this tool you can create many dashboards, such as user dashboard, Analyst dashboard, Asset dashboard, knowledge dashboard with help of these tools you can easily analysis through visualization. And Executive dashboard will help you to view overview, SLA compliance, Trends and many more.
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Pros
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.
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SymphonyAI IT Service Management
  • The Design Studio is an easy solution for L3 support professionals to improve existing workflows without technical support quickly.
  • The process and UI are more seamless, robust, and attractive than existing solutions.
  • The copilot AI addition has removed a lot of repetitive tasks and improved UX.
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Cons
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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SymphonyAI IT Service Management
  • Some standard functionalities don't work.
  • We struggle to get optimum support from their support team.
  • Issues are not resolved within the SLAs.
  • Even escalating to higher authorities do not help.
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Likelihood to Renew
Atlassian
No answers on this topic
SymphonyAI IT Service Management
The overall satisfaction is great and it offers great features. By expanding to using AI feature of Symphony Summit, we look forward to automate even ticket tracking and ticket resolution. The support provided by the symphony SummitAI team is also robust compared to industry standards and the team also conducts regular reviews to find out any dissatisfaction from the clients.
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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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SymphonyAI IT Service Management
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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SymphonyAI IT Service Management
No answers on this topic
Alternatives Considered
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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SymphonyAI IT Service Management
Ive used ServiceNow before which I believe is a similar application. Both provide basic support reporting tools, but SymphonyAI IT Service Managements tool appears to more user friendly and is quicker The reporting tool for SymphonyAI IT Service Management also seems to be much better. It allows for a more polished dashboard and was easily changeable for each team/person
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Return on Investment
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.
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SymphonyAI IT Service Management
  • When rolled out in its entirety, SymphonyAI is expected to directly reduce the CTC of technical user support by 40%.
  • SymphonyAI has dramatically improved user experience, helping NPS levels cross over 60%.
  • It has been instrumental in deploying workflows to production by more than 50%.
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.