Are you seeking a viable Jira alternative with compelling features, competitive pricing, and exceptional support? As Jira Service Management has become a prominent IT Service Management (ITSM) player, it's only natural to consider exploring other options when making an ITSM tools comparison.
Thankfully, the market offers several service desk software alternatives to Jira, each with unique strengths and capabilities. By carefully assessing your organization's specific needs and requirements, you can discover an ITSM solution that perfectly aligns with your objectives and budget.
In this article, we'll take a closer look at some Jira competitors, thoroughly examining their features, pricing, reviews, and more.
TL;DR
Looking for Jira Service Management alternatives? Here’s a quick list of the IT Service Management software we’ll cover in this article. Click below to jump to each section.
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What is Jira Service Management?
Jira Service Management is an ITSM platform developed by Atlassian, the company behind tools like Jira Software, Confluence, and Bitbucket.
The tool includes features for incident, problem, change, and request management, along with automation options, SLA tracking, and customizable queues. It also provides a developer-friendly API and supports both cloud-based and self-managed deployments.
Jira Service Management is often adopted by companies with existing Atlassian infrastructure or teams that prioritize integration with agile software delivery. However, some users find the configuration process complex and note that several standard ITSM functions depend on paid add-ons.
Jira Service Management features
- Request, incident, and Change Management.
- Native integration with Jira Software and Confluence.
- Automation for ticket routing and escalations.
- Support for DevOps workflows.
Jira Service Management pros and cons
Pros:
- Tight integration with development and project management tools.
- Configurable workflows and automation options.
Cons:
- Can get expensive with scaling.
- Reporting features are limited without plugins.
- Configuration can be time-consuming.
Jira Service Management pricing details
These are the subscription plans for Jira Service Management:
- Standard: $21 per agent, per month
- Premium: $48 per agent, per month.
Starting with 201 agents, you can contact the sales team to quote the Enterprise plan. A free plan with limited functionality is available for small teams.
Jira Service Management user reviews and ratings
Users value the alignment with development workflows but often mention the need for additional plugins and configuration effort to get full ITSM functionality.
- Gartner Peer Reviews score: 4.5
- G2 score: 4.2
"Using Jira Service Management for a year is a good experience in managing service requests and incidents. Overall, it has improved our service delivery and response times. The initial setup and configuration was complex. It requires expertise to align workflows. The cost is high."
User review from Gartner, Sr. manager IT Support
Top 8 Jira Service Management Alternatives
Jira Service Management connects ITSM capabilities with Atlassian’s project management tools. But it’s not the only option out there. If you’re comparing tools, this list can help you weigh different platforms based on pricing, standout features, and how users rate them.
InvGate Service Management
InvGate Service Management is a comprehensive software solution for IT Service Management. It combines ease of use with ITIL-aligned capabilities, with modules for Incident, Problem, Change, and Service Request Management. It also includes a built-in knowledge base, AI-powered automation, and an intuitive self-service portal. Integration with InvGate Asset Management adds CMDB functionality without third-party tools.
It supports both on-premise and cloud deployments, making it adaptable to different compliance or infrastructure requirements. It’s trusted by KPMG, NASA, PWC, Motorola, Peoples Bank, Allianz, and Collins Aerospace.
InvGate Service Management features
- No-code workflow editor and automation rules.
- Self-service portal with smart knowledge suggestions.
- Personalized dashboards and reports.
- Mobile access and approval workflows.
- AI features: Automatic article generation from ticket resolutions, smart request escalation to prevent SLA breaches, major incident detection, predictive risk and impact analysis for change requests, and more.
InvGate Service Management pricing details
Pricing is tailored based on deployment needs and the number of agents, starting at $17 per agent per month. It offers flexibility for both mid-size teams and large organizations.
There's also a 30-day free trial available.
InvGate Service Management user reviews and ratings
User feedback consistently points to the clean UI, fast setup, and responsive support. Reviewers from both government and private sectors mention that onboarding was smooth, and features such as workflows, approvals, and dashboards are reliable and easy to configure.
Compared to Jira, users appreciate the platform’s intuitive design, strong support, and reporting depth.
"Easy setup and transition from a competitor’s product. Fast communication whenever we have a question about how to do something. Had the product up and running in less than an hour and only took a couple of hours to configure how we wanted the help desk to be set up. Very cost effective help desk. Very simple to use from both an administrator end as well as for our end users."
User review from Gartner, IT director
ServiceNow
ServiceNow is a widely adopted ITSM platform for large enterprises with complex needs. It’s known for its extensive configuration options and broad range of modules beyond Service Management.
Unlike Jira Service Management, which is more focused on IT and development collaboration, ServiceNow is often deployed as a cross-departmental solution. It only offers cloud hosting under a subscription model.
ServiceNow features
- Full ITIL-aligned service workflows.
- CMDB and Change Management.
- Reporting, SLAs, and AI-assisted triage.
- Integration with HR, finance, and ops modules.
ServiceNow pros and cons
Pros:
- Enterprise-grade scalability.
- Broad range of IT and non-IT use cases.
- Extensive integration ecosystem.
Cons:
- Steep learning curve.
- High cost, especially for smaller teams
- Implementation can take months and needs a specialized, dedicated team.
ServiceNow pricing details
Fully quote-based. Pricing varies widely depending on the modules included, the number of users, and the required customization.
ServiceNow user reviews and ratings
Users praise its capabilities once fully implemented, but many mention the steep learning curve and long rollout period. Cost and reliance on professional services are frequently cited drawbacks.
- Gartner Peer Reviews score: 4.8
- G2 score: 4.3
"The thing that I like the most in ServiceNow ITSM is its automation capabilities. Features like incident management, self service portals and chatbots that uses AI capabilities improves its efficiency drastically and reduces the response time (...) The only downside of ServiceNow ITSM is how complex the platform itself is. While it is quite powerful with a lot of features to offer, it is a bit complex to learn for new users. The customization options are very beneficial but could take a lot of time to configure. Also, the cost is a bit high which can be a problem for small businesses"
User review from Gartner, Process Associate.
SolarWinds Service Desk
SolarWinds offers a suite of IT tools, including its Service Desk product. It’s a cloud-only platform that supports standard ITIL processes while also offering asset management and automation capabilities.
Compared to Jira Service Management, SolarWinds offers a more out-of-the-box ITSM experience with less dependence on other tools. It’s often used by small to mid-sized IT departments that want simplicity without giving up key features.
SolarWinds features
- Incident and Problem Management.
- Asset discovery and tracking.
- Built-in SLA reporting.
- Service catalog customization.
SolarWinds pros and cons
Pros:
- Strong Asset Management tools.
- Integrates with monitoring tools.
Cons:
- UI can feel outdated.
- Some users report slow support.
SolarWinds pricing details
Solarwinds has three pricing tiers:
- Essentials: $39 per month / per technician
- Advanced: $79 per month per technician
- Premier: $99 per month / per technician
SolarWinds user reviews and ratings
Users value the asset tracking features. Some cite limitations in workflow customization.
- Gartner Peer Reviews score: 4.4
- G2 score: 4.3
"There is some powerful automation available. Not as much as others, and not always as intuitive, but it works pretty well with a Solarwinds environment."
User review from G2, Public Relations Associate
SysAid
SysAid offers a flexible ITSM solution that blends help desk functions with automation and Asset Management.
SysAid is built primarily for IT teams rather than development-focused teams. The platform is often used in education, healthcare, and SMB environments due to its pricing flexibility and on-prem option.
SysAid features
- Workflow automation
- Asset and patch management
- Customizable self-service portal
- Remote control and session tracking
SysAid pros and cons
Pros:
- Built-in remote access and automation.
- Flexible form and workflow configuration.
Cons:
- UI can feel cluttered.
- Some users report slow updates.
SysAid pricing details
Custom pricing based on features and user volume. On-premise and cloud options available.
SysAid user reviews and ratings
Mixed reviews on interface, but strong marks for automation and value.
- Gartner Peer Reviews score: 4.6
- G2 score: 4.5
"It really helps in managing the tickets more effectively and is very useful when it comes to communicating with the end users. Also, administrative reports help in capacity tracking and such. It has Dashboard features which is very helpful for tracking but can be improved in terms of customization. The UI is pretty Old."
User review from Gartner, Associate Software Engineer
Zendesk for service
Zendesk is widely known for its customer service capabilities, but it also offers features that support internal IT teams. Its service desk offering focuses heavily on user experience and multichannel communication.
While Jira ties deeply into development workflows, Zendesk's focus is on fast issue resolution and end-user satisfaction. It’s a cloud-only platform with strong email, chat, and social integrations, making it a fit for service desks that also handle external users.
Zendesk for service features
- Ticketing and knowledge base integration.
- Omnichannel support (email, chat, social).
- Automation and macros.
- SLA tracking.
Zendesk for service pros and cons
Pros:
- Easy to use and quick to deploy.
- Strong multi-channel support.
Cons:
- Less depth in ITIL alignment.
- Limited Asset Management.
Zendesk for service pricing details
Starts at $49/agent/month (Suite Team plan). Higher tiers add automation and reporting.
Zendesk for service user reviews and ratings
Often praised for simplicity and support options. IT-focused teams may need add-ons.
- Gartner Peer Reviews score: 4.4
- G2 score: 4.3
"I like that I can easily setup workflows and multiple triggers to keep tickets moving. Using the basic stuff is great as a new user or as a non developer. I do not like that to use some of the more advanced parts of Zendesk you pretty much need to be a developer or spend some of your devs time helping setup some back end bit."
User review from G2, Senior Customer Support Operation Specialist
BMC Helix ITSM
Helix is BMC’s cloud-based ITSM platform and the evolution of its long-standing Remedy product. It targets large enterprises with complex environments and offers advanced AI and automation features. BMC Helix focuses more on deep ITIL alignment and CMDB-centric workflows.
BMC Helix ITSM features
- Incident, problem, change, and release management.
- Cognitive automation and chatbot support.
- Multi-cloud service monitoring.
- Smart reporting tools.
BMC Helix ITSM pros and cons
Pros:
- Strong enterprise feature set.
- Available on multiple cloud platforms.
Cons:
- Can be complex to configure.
- Expensive for small teams.
BMC Helix ITSM pricing details
Pricing is quote-based. Typically targeted at large organizations.
BMC Helix ITSM user reviews and ratings
Appreciated for its capabilities, especially in large environments. Some users note high cost and complexity.
- Gartner Peer Reviews score: 4.3
- G2 score: 3.7
“It's a very powerful solution, we can do everything we want but it is not very intuitive to implement, we have to do things in many different places, it has evolved a lot since last versions, but it has a lot to improve.”
User review from Gartner, IT VP
TOPDesk
TOPdesk is a Netherlands-based ITSM provider known for being easy to configure and accessible to non-technical users. It supports both IT and facility management use cases and is often deployed in public sector and educational institutions.
Unlike Jira, TOPdesk offers more structure out of the box for service catalog management and multi-department support.
TOPDesk features
- Incident, change, and operations management.
- Self-service portal.
- Knowledge base and FAQ integration.
- Built-in reporting and dashboards.
TOPDesk pros and cons
Pros:
- Easy to adopt for non-technical users.
- Transparent pricing.
Cons:
- Limited depth in advanced configurations.
- UI may feel basic.
TOPDesk pricing details
Pricing changes widely depending on the number of agents. This is the pricing per agent per month for 50 agents:
- Essential: $58 per agent/month ($2,892 monthly total for 50 agents)
- Engaged: $83 per agent/month ($4,124 monthly total for 50 agents)
- Excellent: $114 per agent/month ($5,686 monthly total for 50 agents)
If you need more than 50 agents, you have to contact TOPdesk for a custom price. Every plan lets you have unlimited assets, tickets, and end users. If you have fewer than 50 agents, the price per agent is higher.
TOPDesk user reviews and ratings
Users say TOPdesk is easy to use and has great customer support, but many find it expensive, especially for smaller teams. Some also mention that setup and reporting can be difficult at first.
"Well-layered service desk tooling that can be used by customers. The Self-Service Portal helps our customers to easily find information or ask for help. The support page from TOPdesk is good and usually has most answers. Integration features usually cost money either via implemenation hours or 3rd party licensing. Getting used to the interface for its "Modules" and "Settings" can sometimes be confusing, as it's a lot of trial and error searching."
User review from Gartner, IT Manager
SymphonyAI
SymphonyAI Summit is an AI-first ITSM platform that supports ITIL processes, knowledge management, and enterprise service automation. It's used across industries like banking, manufacturing, and telecom. Compared to Jira Service Management, SymphonyAI focuses more heavily on automation and AI-driven decision support. It supports both on-premise and cloud deployment and includes a modular setup.
SymphonyAI features
- AI-driven incident categorization and routing.
- Workflow automation.
- Service catalog and request fulfillment.
- Dashboards and real-time analytics.
SymphonyAI pros and cons
Pros:
- Built-in AI and machine learning.
- Scalable across departments.
Cons:
- Steep learning curve.
- Smaller market presence.
SymphonyAI pricing details
Pricing is quote-based, typically aimed at large enterprises.
SymphonyAI user reviews and ratings
Positively reviewed for innovation, but noted for complexity and smaller user base.
- Gartner Peer Reviews score: 4.4
- G2 score: 4.6
“Overall, the product is simple to use and configure. Product has improvement over the years with interface has become user friendly. End users require very less training to adapt to Symphony Service Management and thats a positive sign. Issues and custom automations take a long time to resolve. Their software support team needs drastic improvement. Speed of access also has to be improved.”
User review from G2, IT Manager
In conclusion
When considering a Jira alternative, it's essential to evaluate various factors such as pricing, features, and support to make an informed decision. InvGate Service Management emerges as a robust contender in the market, offering a comprehensive IT Service Management (ITSM) solution with a range of advantages.
The ultimate decision will depend on your organization's specific needs and priorities. Request our 30-day free trial or book a meeting with our experts.
