Atomicwork vs. Jira Service Management

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Outdated self-service options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.

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.

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.

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.

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.

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

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