Top 10 Jira Service Management Alternatives

“Jira is not a service desk, but a system built for software development. They're shoehorning other use cases into the system, but it is obviously not designed as a service desk.”

– A redditor who tried to make it work with JSM

Jira Service Management (JSM), formerly known as Jira Service Desk, was launched by Atlassian as a customer service desk and ITSM platform.

If your dev team uses Jira software, JSM can help your IT team and your developers collaborate. However, customers report paying for both still have a hard time syncing projects and incidents.

Why look for an alternative to Jira Service Management?

While Jira Service Management (JSM) offers powerful features, many users report significant challenges that impact their experience and productivity. Based on real user feedback (from G2), here are some of the most common complaints.

1. Complexity and Steep Learning Curve: Many users find JSM overly complex, with a significant learning curve for both end-users and technical teams. This complexity can lead to poor adoption rates and reduced efficiency.

2. Limited Out-of-the-Box Functionality: Unlike some competitors, JSM often requires extensive customization to meet specific process needs. This ‘build-it-yourself’ approach can be time-consuming and resource-intensive.

"Unlike other SM products it barely provides any typical configure for processes. It is virtually all build it yourself. Add to that that there are significant limits to the development capabilities and it really makes it a niche product for those already using Atlassian products and minimal ITSM needs." - User on G2

3. Workflow Rigidity: Users mention difficulties such as the inability to bulk close tickets or hide forms in tickets or the customer portal, which can hinder efficient workflow management.

These user-reported challenges highlight areas where alternatives to Jira Service Management might offer improved experiences and functionality, especially for organizations seeking more intuitive, flexible, and cost-effective solutions.

Bolt-on vs built-in AI

As organizations evolve and their service management needs become more complex, many businesses are actively seeking alternatives that better align with their modern requirements. This has led to two distinct AI integration approaches in IT: bolt-on and built-in.

Bolt-on AI adds capabilities on top of existing systems, the go-to capability for most legacy vendors being a GenAI chatbot.

In contrast, built-in AI integrates capabilities into the core architecture from the ground up, featuring people-centric design and context-based support.

This approach offers tighter integration, improved performance, and better user experience, reflecting the growing demand for comprehensive, integrated, and versatile service management solutions in today's rapidly evolving enterprise landscape.

1. Atomicwork

‍Atomicwork is a modern service management platform that brings an AI assistant, service desk, and AI-powered workflows to one platform. Rather than making users go to different portals for support, Atomicwork brings support to where the users are – to communication and collaboration tools like Slack and Teams.

Key Features:

- AI-powered service management: Atomicwork utilizes artificial intelligence to streamline service management processes. The AI assistant ‘Atom’ enhances efficiency and left-shifts most of the support workload.  

- Seamless integration with MS Teams and Slack: The platform integrates directly into Microsoft Teams and Slack, allowing users to get information and support directly from these platforms.

- AI-powered workflow automation: Atomicwork offers built-in AI workflows. Integrations with popular HRMS, IdP, etc. ensure a smooth experience for end users and reduce repetitive work for the service desk.

- Enterprise service management: Atomicwork provides a versatile platform that supports service management for IT, HR, Legal, Finance, etc. providing end users a one-stop shop for support.

Compare Atomicwork against Jira Service Management in detail here.

2. EasyVista

‍EasyVista is a comprehensive ITSM platform designed to streamline IT operations with a focus on automation and user-friendly interfaces. It supports a wide range of ITIL processes and includes features like incident management, change management, and asset management.

Key Features:

- Self-help and knowledge management: EasyVista offers a comprehensive knowledge management solution that enables the creation of intelligent knowledge flows, simplifies IT and non-IT procedures, and provides easy access to knowledge on any device.

- Mobile-first approach: EasyVista adopts a mobile-first design approach, emphasizing usability and accessibility across mobile devices.

- ITIL-aligned processes: The platform integrates with the ITIL lifecycle, supporting various ITIL processes to aid in comprehensive service management, incident management, change management, and more.

- Codeless customization: The platform provides a codeless UI that allows for easy customization of portals, apps, and dashboards without the need for programming knowledge.

3. Freshservice

‍Freshservice caters to SMB, mid-market, and enterprise customers and is designed to streamline IT operations through codeless automation, ITIL-aligned processes, and native integrations with popular cloud services.

Key Features

- Multi-channel support: The platform supports multiple channels for service delivery, including email, self-service portals, and direct integration with communication tools like Microsoft Teams, providing an accessible service experience.

- Asset discovery and management: Freshservice offers IT asset management features, including auto-discovery tools that facilitate the managing and tracking of IT and non-IT assets throughout their lifecycle.

- Extensive integration capabilities: The platform comes with integration options with other enterprise tools, enhancing workflow automation and data synchronization across platforms.

4. InvGate

‍InvGate is a versatile ITSM solution that caters to organizations of all sizes by offering a user-friendly interface with ITIL-aligned processes such as incident, problem, and change management.

Key Features:

- Service desk and asset management: InvGate provides integrated ITSM and IT asset management (ITAM) capabilities, enabling efficient tracking and management of assets alongside service requests.

- Customizable self-service portal: InvGate allows organizations to set up and customize a self-service portal that users can access to manage their service requests and incidents, thereby reducing IT workload.

- Built-in knowledge base: InvGate features a centralized knowledge base that can be integrated with IT asset management information, thereby enhancing troubleshooting and user support.

‍- Extensive reporting and analytics: InvGate offers detailed reporting and analytics capabilities, allowing customized dashboards and reports to be created.

5. ManageEngine

‍ManageEngine is a robust ITSM platform that offers a comprehensive suite of tools that includes features such as incident, problem, change, and asset management. It is known for its flexibility, offering both on-premises and cloud-based deployment options, making it suitable for a wide range of industries.

Key Features:

- Comprehensive ITSM solution: ManageEngine offers a full-stack ITSM suite that provides a wide range of ITSM capabilities, including IT asset management, incident management, and other essential capabilities.

- Change and release management: ManageEngine supports effective change and release management processes, allowing for continuous infrastructure improvement and the smooth rollout of necessary changes.

‍- SLA management and reporting: The platform provides tools for SLA management and offers advanced reporting capabilities, with over 400 ready-to-use dashboards and reports that help monitor service commitments and performance.

6. Rezolve AI

‍Rezolve.ai combines AI-driven automation with human-in-the-loop interactions and aims to make IT support more efficient, reduce friction, and significantly boost employee satisfaction.

Key Features:

- AI-driven incident resolution: Rezolve AI utilizes generative AI to enhance the efficiency of its service desk, offering automated solutions and instant ticket resolution, which streamlines incident management processes.

- Automated diagnostics and remediation: The platform supports automated workflows that detect incidents and suggest and implement remediation actions, reducing the manual effort required.

- Interactive process guidance: Rezolve AI provides interactive guidance through its conversational interface, allowing users to handle service requests and queries directly within integrated environments like Microsoft Teams.

- Knowledge capture and sharing: The system includes features for capturing and utilizing knowledge effectively, helping to fill knowledge gaps and provide consistent support across the organization.

7. SolarWinds

SolarWinds offers a robust ITSM platform designed to streamline IT operations for businesses of all sizes. SolarWinds also emphasizes security and data privacy through its ‘AI by Design’ framework, which includes role-based access control and multi-factor authentication to protect sensitive data.

Key Features:

- Multi-department service desk: SolarWinds Service Desk supports various ITSM functions across multiple departments, streamlining processes to enhance operational efficiency.

- Automated ticket management: The platform offers advanced ticket management capabilities, including automated ticket routing and escalation, which ensures efficient handling and resolution of issues by directing them to the appropriate teams based on predefined rules.

‍- IT asset management: SolarWinds provides comprehensive IT asset management that covers the entire lifecycle of assets, from procurement to disposal, allowing for effective management and optimization of IT assets.

‍- Change and release management: SolarWinds supports change and release management processes that are designed to minimize risks and ensure that all changes are efficiently managed and documented.

8. Symphony AI

‍Symphony AI integrates generative and predictive AI capabilities, providing a comprehensive suite of ITSM, asset management, and operations management tools.

Key Features:

- AI-Powered Digital Agent: SymphonyAI offers a 24/7 omnichannel service desk experience through its AI-powered digital agent, which uses natural language understanding and auto-resolution capabilities to enhance user interactions across multiple channels​.

- Service Automation: SymphonyAI enhances service agility by automating repetitive tasks, which helps eliminate manual errors and speeds up service delivery.

- No-Code/Low-Code Customization: The platform features a Design Studio that allows IT teams to quickly design and customize applications using a no-code/low-code approach. This flexibility aids in the quick deployment of services and workflows​.

9. SysAid

‍SysAid integrates core ITSM capabilities such as incident management, asset management, and workflow automation into one seamless, user-friendly platform. It also comes with AI-powered features, particularly the SysAid Copilot, which leverages generative AI to automate ticket categorization, prioritization, and resolution.

Key Features:

‍- ITIL-aligned service desk: SysAid's service desk is designed to align with ITIL best practices, offering functionalities such as incident, problem, and change management, ensuring standardized service delivery and management.

- Asset management and discovery: SysAid provides comprehensive IT asset management capabilities, including asset discovery, allowing for effective tracking and management of IT assets throughout their lifecycle.

‍- Customizable automation and workflows: The platform supports customizable automation and workflows, enhancing operational efficiency by automating routine tasks and streamlining service processes.

10. TOPdesk

‍TOPdesk is an ITSM platform designed to help organizations, especially mid-sized businesses, streamline their service management processes. One of the platform's key strengths is its modular approach, allowing organizations to start small and expand their use of the tool over time.

Key Features:

- Enterprise service management: TOPdesk offers an enterprise service management solution that facilitates efficient service delivery and collaboration across various departments, such as IT, HR, and Facilities. This promotes better cross-departmental communication and resource utilization.

- Self-service portal and knowledge base: The platform includes a self-service portal that allows users to log requests and search for information independently via a comprehensive knowledge base.

- Shift-left capabilities: The platform supports shift-left strategies, empowering users to resolve issues on their own through the self-service portal, which reduces the workload on IT staff and improves response times.

Conclusion: Set your IT operations up for future success

As organizations evolve, so must their approach to service management. Modern alternatives to Jira Service Management offer AI-driven efficiency, cross-departmental integration, and user-centric designs that align with today's dynamic business needs.

These solutions provide the flexibility, scalability, and cost-effectiveness required to support long-term digital transformation goals. By embracing these modern platforms, businesses can enhance productivity, streamline operations, and deliver superior service experiences across the entire organization.