Atomicwork  Vs. Jira Service Management (JSM)

Go beyond service desk management with Atomicwork

Jira Service Management may work for basic IT support. However, modern enterprises need a holistic platform—with built-in AI—to enhance service delivery across multiple departments.
Compliant as per
Atomicwork vs Jira service management banner

JSM is great but not purpose-built for modern IT teams

Jira Service Management may be suitable for IT teams that can spend time and effort setting up, customizing, and integrating it with their existing tech stack. But, not all high-velocity teams that deal with a huge volume of IT requests, have the resources to waste months on navigating these complexities.

That's exactly why we built Atomicwork. Unlike legacy software that are catching up with latest AI advancements, Atomicwork is designed with generative AI from the ground up—removing unwanted complexities and simplifying the overall tech experience for agents and end users.
Outdated self-service options
Your modern workforce spends the vast majority of their time on collaboration tools like Slack or Microsoft Teams. Despite this significant shift in employee behavior, Jira Service Management does not provide easy access to enterprise knowledge or request logging for employees.
Clunky user interface
The UI of Jira can prove quite challenging for IT teams who are new to Jira’s functionalities. IT agents and admins require a steeper learning curve to customize settings, implement workflows, and navigate the tool.
Cumbersome integrations
While Jira integrates with many tools in the Atlassian ecosystem, setting up and maintaining integrations with non-Atlassian products or custom internal tools can be quite complex and time-consuming.

And we are not the only ones who think so

User on Reddit
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.
User on Capterra
Despite its many advantages, JIRA Service Management can be complex and difficult for new users to learn.

Initial setup and customization takes time and effort.
User on G2
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.
u/jbm2017
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.
2
1
u/Zenie
It’s been a few years since I’ve used it. But I remember their support being quite lackluster. If you needed to build a report or something you were basically on your own to figure it out.
2
1
u/InitializedVariable
If you use the Atlassian stack, it’s okay. It you don’t use Jira for anything else, then it’s the wrong choice. Use a solution that is common to your ecosystem.
3
1

Alright, but does Atomicwork…


Have ALL the ITSM capabilities like Jira?

Atomicwork centralizes intelligent and ITIL-aligned ITSM capabilities like incident, asset, request, change, and problem management on a single platform. Moreover, we make enterprise knowledge more accessible across the organization and support dynamic workflows to improve service delivery.
Atomicwork vs JSM incident management

Offer an enterprise-grade AI assistant for my team?

Atom, our AI assistant, brings service management to your end-users on common collaboration tools, empowering them to find accurate answers instantly and request support without going into a separate portal. Atomicwork also automates common service requests like password resets, user provisioning, or software access—elevating employee experiences.
Atomicwork vs. Jira Service Management

Integrate with my existing IT tech stack?

We believe in modernizing service delivery by bringing IT and enterprise service management together on one platform. This means we provide seamless integrations for IT teams with tools like Intune or Azure directory. And, in addition, support enterprise integrations with tools like Workday, Okta, or SharePoint to ease workflows spanning multiple teams in an organization.
Enterprise integrations

Comply with global security standards?

We prioritize your business security and Atomicwork has been designed with all the security considerations from the ground up. Our platform adheres to top enterprise compliance and privacy standards, including HIPAA and SOC2. Atomicwork adopts responsible AI practices to deploy LLM models safely within the platform using our natively built TRUST framework.
Secure platform by Atomicwork
The ROI on deploying Atom across our teams has been incredible. Unlike Jira Service Management, Atom allowed us to maintain our IT service team without adding a single headcount in six months.
Chad Ghosn
Global CTO and CIO,
AMMEX Corporation

Atomicwork is a valuable partner in our journey towards World-Class IT Operations.  We were able to deploy and replace a number of incumbent solutions within 6 weeks. We have already seen <span style="color: #F33F32">significant improvements across ticket deflection, self service</span> and most importantly <span style="color: #F33F32">employee experience. </span>Moving across to the Atomicwork solution also reduced our TCO by consolidating 3 different solutions into one platform.

Before
20%
Ticket
deflection rate
After
65%
Ticket
deflection rate
Ryder Hampton
Head of Technology - Enterprise Services

With Atomicwork’s modern service management and Agentic AI platform, we are <span style="color: #F33F32">transforming the digital workplace experience</span> at Zuora. Our employees now enjoy instant support, seamless information access, and automated service workflows—all via Slack. This partnership is driving<span style="color: #F33F32"> faster resolutions, enhanced productivity,</span> and a smarter, more connected workplace.

Before
20%
Ticket
deflection rate
After
65%
Ticket
deflection rate
Karthik Chakkarapani
SVP, Corporate Operations & CIO

Atomicwork improved visibility into our operations and helps us see where we’re overstretched or underutilized, identify performance gaps, and plan resources with confidence. With Atomicwork, everyone—whether in HR, IT, or Finance—is finally<span style="color: #F33F32"> speaking the same language,</span> using the same workflows, processes, and tools.

Before
20%
Ticket
deflection rate
After
65%
Ticket
deflection rate
Syachfri Tjhia
Head of IT

The ROI on deploying Atomicwork across our teams has been incredible. Unlike Jira Service Management, Atomicwork allowed us to <span style="color: #F33F32">maintain our IT team without adding a single headcount </span>in six months. The product has transformed how we manage our IT and business workflows, offering a seamless enterprise integration to meet our needs efficiently.

Before
20%
Ticket
deflection rate
After
65%
Ticket
deflection rate
Chad Ghosn
Global CTO and CIO

Unlock productivity, reduce IT costs, and deliver results faster with Atomicwork

Ryder Hampton
Head of Technology - Enterprise Services

Atomicwork is a valuable partner in our journey towards World-Class IT Operations.  We were able to deploy and replace a number of incumbent solutions within 6 weeks. We have already seen <span style="color: #F33F32">significant improvements across ticket deflection, self service</span> and most importantly <span style="color: #F33F32">employee experience. </span>Moving across to the Atomicwork solution also reduced our TCO by consolidating 3 different solutions into one platform.

Karthik Chakkarapani
SVP, Corporate Operations & CIO

With Atomicwork’s modern service management and Agentic AI platform, we are <span style="color: #F33F32">transforming the digital workplace experience</span> at Zuora. Our employees now enjoy instant support, seamless information access, and automated service workflows—all via Slack. This partnership is driving<span style="color: #F33F32"> faster resolutions, enhanced productivity,</span> and a smarter, more connected workplace.

Syachfri Tjhia
Head of IT

Atomicwork improved visibility into our operations and helps us see where we’re overstretched or underutilized, identify performance gaps, and plan resources with confidence. With Atomicwork, everyone—whether in HR, IT, or Finance—is finally<span style="color: #F33F32"> speaking the same language,</span> using the same workflows, processes, and tools.

Read the complete case study →
Chad Ghosn
Global CTO and CIO

The ROI on deploying Atomicwork across our teams has been incredible. Unlike Jira Service Management, Atomicwork allowed us to <span style="color: #F33F32">maintain our IT team without adding a single headcount </span>in six months. The product has transformed how we manage our IT and business workflows, offering a seamless enterprise integration to meet our needs efficiently.

Read the complete case study →

Atomicwork vs. JSM: Features at a glance

All the features you need for exceptional enterprise service management, without a bloated budget
Features
Atomicwork
JIRA
Al-powered employee assistant on Slack and Microsoft Teams for 24*7 instant help
Enterprise knowledge integrations without lock-in (SharePoint, Teams, Slack)
Modern IT service desk including service catalog and smart incident management
Built-in Al skills for workflow automation (Native and third-party apps)
Enterprise grade security compliance
Fast onboarding with personalized support
End-to-end ITSM for fast-growing businesses

All your ITSM and ESM needs in one AI platform

Our unified and modern service management platform combines an AI assistant, a modern service desk, and intelligent workflow automation to simplify enterprise operations.

Conversational AI assistant

Our AI-powered assistant, Atom, can answer employees swiftly so that they don't get stuck at work dealing with everyday support.

Smart request management

Atomicwork enables you to streamline incoming requests, route them to the right team, and manage them from creation to closure effortlessly.

AI incident management

Centralize incidents, run a prompt alert management system, and accelerate issue resolutions with AI.

Modern IT asset management

Atomicwork gives IT admins the ability to get an overview of an asset’s entire lifecycle, from purchase to decommissions, so they can optimize spend.

AI-powered automation

Free up your IT team by automating user provisioning, software access, password resets, and other manual tasks through built-in automated workflows.

Enterprise IT integrations

Integrate with your existing tools out-of-the-box so that you can hit the ground running in hours, and streamline workflows in hours and not months.

Frequently asked questions

How are Atomicwork’s plans priced?
How scalable is Atomicwork for an organization handling thousands of requests daily?
I’m not from an IT team. Can I still use Atomicwork?
I want to migrate from Jira Service Management. What kind of support do you offer?

More resources on modern ITSM

Learnings from Pink25: The Past, Present, and Future of AI in service management
The Atomicwork team exhibited and participated at Pink25 and here are my observations on how the IT community has matured over the past year and where its headed to.
8 Ideas to plan your change management communication (that actually gets employees attention)
How do you get end-users to adopt and adapt to changes? Here are some effective ways to plan your organizational change communication with examples.
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