# CA Service Desk Manager vs Jira Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Jira Service Management excels in **ease of use** , with users appreciating its intuitive ticket management and workflow automation features. One user highlighted how the platform's integration with the Atlassian ecosystem enhances efficiency in managing IT services.
- **Users say** that CA Service Desk Manager offers a **user-friendly interface** , making it easy to navigate and learn. Reviewers have noted that the application performs well even under heavy usage, with no latency issues reported during critical times like the COVID-19 pandemic.
- **According to verified reviews** , Jira Service Management stands out for its **customizability** , allowing teams to tailor service desks to their specific needs. Users have praised its ability to create, assign, and monitor tasks seamlessly, which contributes to better visibility and transparency in project management.
- **Reviewers mention** that while CA Service Desk Manager has strong features for **asset management** and **ticket prioritization** , it faces challenges in setup and configuration. Some users have expressed that the initial setup can be complex, which may hinder quick adoption.
- **G2 reviewers highlight** that Jira Service Management has a robust **reporting and analytics** capability, with users noting its effectiveness in tracking project status and identifying blockers. This feature is particularly beneficial for teams looking to enhance their operational efficiency.
- **Users report** that CA Service Desk Manager provides solid **support quality** , with many appreciating the assistance they receive. However, Jira Service Management slightly edges out in this area, with users noting a more responsive support experience that aligns well with their operational needs.



| | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **Star Rating** | 4.2 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 20 | 988 | 
| **Largest Market Segment** | Enterprise (52.6% of reviews) | Mid-Market (42.9% of reviews) | 
| **Entry Level Price** | No pricing available | 0/agent/month   | 

---
## Top Pros & Cons

### CA Service Desk Manager

**Not enough data**

### Jira Service Management

Pros:
- Ease of Use (46 reviews)
- Integrations (32 reviews)

Cons:
- Learning Curve (33 reviews)
- Complexity (28 reviews)

---
## Ratings Comparison
| Rating | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.5 (14 reviews) | 8.8 (875 reviews) | 
  | **Ease of Use** | 8.1 (14 reviews) | 8.3 (882 reviews) | 
  | **Ease of Setup** | 6.9 (6 reviews) | 8.0 (488 reviews) | 
  | **Ease of Admin** | 7.8 (6 reviews) | 8.0 (367 reviews) | 
  | **Quality of Support** | 8.3 (14 reviews) | 8.4 (758 reviews) | 
  | **Has the product been a good partner in doing business?** | 7.8 (6 reviews) | 8.7 (344 reviews) | 
  | **Product Direction (% positive)** | 6.4 (13 reviews) | 8.7 (840 reviews) | 

---
## Pricing

### CA Service Desk Manager

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Jira Service Management

#### Entry-Level Pricing

Plan: Free

Price: 0 /agent/month  

Description: For small teams starting with a service desk. Up to 3 agents for free. 


[Browse all 4 editions](https://www.g2.com/products/jira-service-management/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **CA Service Desk Manager** | N/A | N/A |
| **Jira Service Management** | 8.6/10 | 107 |

#### Ticket and Case Management

| Feature | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 9.0 (86 reviews) | 
| **Ticket response user experience** | Not enough data | 9.1 (81 reviews) | 
| **Workflow** | Not enough data | 8.9 (87 reviews) | 
| **Response Automation** | Not enough data | 8.9 (81 reviews) | 
| **SLA Management** | Not enough data | 8.8 (85 reviews) | 
| **Attachments/Screencasts** | Not enough data | 8.8 (84 reviews) | 
| **Ticket Collaboration** | Not enough data | 9.2 (81 reviews) | 
| **Customer and Contacts Database** | Not enough data | 8.5 (78 reviews) | 

#### Generative AI

| Feature | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.0 (55 reviews) | 
| **AI Text Summarization** | Not enough data | 7.9 (54 reviews) | 

#### Agentic AI - Help Desk

| Feature | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (41 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.5 (40 reviews) | 
| **Proactive Assistance** | Not enough data | 8.3 (40 reviews) | 

#### Communication Channels

| Feature | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.9 (81 reviews) | 
| **Email to Case** | Not enough data | 8.9 (80 reviews) | 
| **Chat/Live Support** | Not enough data | 8.3 (75 reviews) | 
| **Social Integration** | Not enough data | 8.1 (71 reviews) | 
| **Voice** | Not enough data | 7.9 (68 reviews) | 

#### Platform

| Feature | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **Mobile User Support** | Not enough data | 8.1 (85 reviews) | 
| **Customization ** | Not enough data | 8.4 (87 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.9 (92 reviews) | 
| **Integration** | Not enough data | 8.8 (87 reviews) | 
| **Reporting** | Not enough data | 8.7 (86 reviews) | 
| **Dashboards** | Not enough data | 8.6 (84 reviews) | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **CA Service Desk Manager** | 8.6/10 | 9 |
| **Jira Service Management** | 8.7/10 | 206 |

#### Administration

| Feature | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **Change Management** | 9.0 (7 reviews) ✓ Verified | 8.9 (166 reviews) ✓ Verified | 
| **Asset Management** | 7.9 (7 reviews) ✓ Verified | 8.5 (161 reviews) ✓ Verified | 
| **Reports & Analytics** | 7.9 (8 reviews) ✓ Verified | 8.9 (173 reviews) ✓ Verified | 

#### Service Desk

| Feature | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **Help Desk** | 9.0 (7 reviews) ✓ Verified | 8.9 (178 reviews) ✓ Verified | 
| **Incident Reports** | 7.9 (7 reviews) ✓ Verified | 8.8 (178 reviews) ✓ Verified | 
| **Process Workflow** | 8.3 (7 reviews) ✓ Verified | 8.8 (181 reviews) ✓ Verified | 

#### Management

| Feature | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **Reporting** | 7.9 (8 reviews) ✓ Verified | 9.0 (155 reviews) ✓ Verified | 
| **Administration Console** | 9.0 (7 reviews) ✓ Verified | 8.9 (147 reviews) ✓ Verified | 
| **Access Management** | 8.3 (6 reviews) ✓ Verified | 8.7 (149 reviews) ✓ Verified | 
| **Asset Management** | 8.3 (7 reviews) ✓ Verified | 8.6 (145 reviews) ✓ Verified | 
| **Policy Dictation** | 8.1 (7 reviews) | 8.6 (139 reviews) ✓ Verified | 

#### Functionality

| Feature | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **Ticketing System** | 9.3 (7 reviews) ✓ Verified | 9.2 (162 reviews) ✓ Verified | 
| **Performance Logging** | 9.2 (6 reviews) | 8.8 (151 reviews) | 
| **Alerting** | 9.2 (6 reviews) ✓ Verified | 8.7 (154 reviews) ✓ Verified | 
| **Automation** | 9.4 (6 reviews) ✓ Verified | 8.9 (155 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (80 reviews) | 
| **Multi-step Planning** | Not enough data | 8.5 (79 reviews) | 
| **Cross-system Integration** | Not enough data | 8.4 (82 reviews) | 
| **Adaptive Learning** | Not enough data | 8.3 (79 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.3 (80 reviews) | 
| **Proactive Assistance** | Not enough data | 8.1 (80 reviews) | 
| **Decision Making** | Not enough data | 8.3 (81 reviews) | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **CA Service Desk Manager** | N/A | N/A |
| **Jira Service Management** | 8.7/10 | 166 |

#### Monitoring

| Feature | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **Constant Monitoring** | Not enough data | 8.9 (145 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 9.0 (149 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 9.1 (147 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 8.5 (70 reviews) | 

#### Management Tools

| Feature | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 9.1 (150 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 9.0 (148 reviews) ✓ Verified | 
| **Lifecycle Visualization** | Not enough data | 9.0 (136 reviews) ✓ Verified | 

#### Generative AI

| Feature | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.0 (76 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (74 reviews) | 

#### Agentic AI - Incident Management

| Feature | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (60 reviews) | 
| **Multi-step Planning** | Not enough data | 8.4 (60 reviews) | 
| **Cross-system Integration** | Not enough data | 8.5 (59 reviews) | 
| **Adaptive Learning** | Not enough data | 8.6 (60 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.6 (60 reviews) | 
| **Proactive Assistance** | Not enough data | 8.6 (60 reviews) | 
| **Decision Making** | Not enough data | 8.5 (60 reviews) | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **CA Service Desk Manager** | N/A | N/A |
| **Jira Service Management** | 8.6/10 | 25 |

#### Generative AI

| Feature | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (25 reviews) | 

#### Agentic AI - IT Alerting

| Feature | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.4 (24 reviews) | 
| **Multi-step Planning** | Not enough data | 8.7 (24 reviews) | 
| **Cross-system Integration** | Not enough data | 9.0 (24 reviews) | 
| **Adaptive Learning** | Not enough data | 8.5 (24 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.5 (24 reviews) | 
| **Proactive Assistance** | Not enough data | 8.7 (24 reviews) | 
| **Decision Making** | Not enough data | 8.7 (24 reviews) | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **CA Service Desk Manager** | 8.1/10 | 19 |
| **Jira Service Management** | 8.5/10 | 370 |

#### Incident Management

| Feature | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **Automate Ticket Routing** | 8.0 (10 reviews) | 8.7 (314 reviews) | 
| **Ticket Prioritization** | 8.7 (10 reviews) | 8.8 (316 reviews) | 
| **Ticket Notifications** | 8.5 (10 reviews) | 8.8 (329 reviews) | 
| **Knowledge Base** | 7.8 (10 reviews) | 8.5 (282 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.1 (9 reviews) | 8.5 (276 reviews) | 

#### Reporting

| Feature | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **Dashboards** | 7.6 (11 reviews) | 8.5 (318 reviews) | 
| **Time Tracking** | 7.2 (10 reviews) | 8.4 (302 reviews) | 
| **Surveys** | 8.2 (10 reviews) | 8.2 (231 reviews) | 

#### Access & Usability

| Feature | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **Mobile** | 7.2 (9 reviews) | 8.1 (226 reviews) | 
| **Self Service** | 8.7 (10 reviews) | 8.6 (284 reviews) | 
| **Active Directory** | 8.3 (10 reviews) | 8.5 (236 reviews) | 
| **Multi-Channel Access** | 8.3 (8 reviews) | 8.4 (232 reviews) | 

#### Agentic AI - Service Desk

| Feature | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.2 (74 reviews) | 
| **Multi-step Planning** | Not enough data | 8.2 (73 reviews) | 
| **Cross-system Integration** | Not enough data | 8.4 (78 reviews) | 
| **Adaptive Learning** | Not enough data | 8.5 (73 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.3 (72 reviews) | 
| **Proactive Assistance** | Not enough data | 8.5 (74 reviews) | 
| **Decision Making** | Not enough data | 8.6 (73 reviews) | 

---
## Categories
**Shared Categories (2):** [Service Desk Software](https://www.g2.com/categories/service-desk), [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools)


**Unique to Jira Service Management (3):** [Incident Management Software](https://www.g2.com/categories/incident-management), [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Help Desk Software](https://www.g2.com/categories/help-desk)


---
## Reviewer Demographics

### By Company Size

| Segment | CA Service Desk Manager | Jira Service Management | 
|---|---|---|
| **Small-Business** | 15.8% | 19.0% | 
| **Mid-Market** | 31.6% | 42.9% | 
| **Enterprise** | 52.6% | 38.0% | 

### By Industry

#### CA Service Desk Manager

- **Information Technology and Services:** 26.3%
- **Education Management:** 10.5%
- **Utilities:** 5.3%
- **Retail:** 5.3%
- **Outsourcing/Offshoring:** 5.3%
- **Oil & Energy:** 5.3%
- **Logistics and Supply Chain:** 5.3%
- **Leisure, Travel & Tourism:** 5.3%
- **Hospital & Health Care:** 5.3%
- **Higher Education:** 5.3%
- **Other:** 21.1%

#### Jira Service Management

- **Information Technology and Services:** 30.7%
- **Computer Software:** 16.1%
- **Financial Services:** 5.0%
- **Internet:** 4.4%
- **Telecommunications:** 3.1%
- **Marketing and Advertising:** 2.9%
- **Banking:** 1.8%
- **Retail:** 1.8%
- **Computer & Network Security:** 1.7%
- **Hospital & Health Care:** 1.7%
- **Other:** 30.8%

---
## Alternatives

### Alternatives to CA Service Desk Manager

- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (296 reviews)
- [OpenText Service Management Automation X (SMAX)](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews) — 4.2/5 stars (72 reviews)
- [BMC FootPrints](https://www.g2.com/products/bmc-footprints/reviews) — 3.5/5 stars (57 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1343 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (284 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [BMC Helix Remedyforce](https://www.g2.com/products/bmc-helix-remedyforce/reviews) — 3.9/5 stars (49 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1917 reviews)
- [EasyVista Service Manager](https://www.g2.com/products/easyvista-service-manager/reviews) — 4.0/5 stars (102 reviews)

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1343 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1917 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1237 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (970 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (296 reviews)

---
## Top Discussions

### CA Service Desk Manager

No discussions available for this product.

### Jira Service Management

- Title: [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) — 2 comments, 1 upvote
  > **Top comment:** "the tool is basically used for ticketing the IR or the Incident management process"
- Title: [Is Jira a service management tool?](https://www.g2.com/discussions/is-jira-a-service-management-tool) — 2 comments
  > **Top comment:** "Jira is an extremely convenient platform, but not without flaws in my opinion. In any case, if you do not use extensions that improve your jira experience in..."
- Title: [What does Jira Service Desk do?](https://www.g2.com/discussions/what-does-jira-service-desk-do) — 1 comment
  > **Top comment:** "Connect with various spocs to solve a problem "
- Title: [What are the features of JIRA?](https://www.g2.com/discussions/jira-service-management-what-are-the-features-of-jira) — 1 comment
  > **Top comment:** "Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident,..."
- Title: [Is it possible to download all the attachments in the ticket when we extract any particular ticket?](https://www.g2.com/discussions/is-it-possible-to-download-all-the-attachments-in-the-ticket-when-we-extract-any-particular-ticket) — 1 comment, 1 upvote
  > **Top comment:** "Good day everyone on this platform I wanna use this medium to express how you can recover your lost fund from forex, binary options scam companies or fake..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/ca-service-desk-manager-vs-jira-service-management)