# GLPI vs Jira Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Jira Service Management excels in overall user satisfaction, boasting a significantly higher G2 Score compared to GLPI. Users appreciate its seamless integration with the Atlassian suite, which enhances collaboration across teams and simplifies customer support processes.
- **Users say** that GLPI offers a user-friendly experience, particularly for those seeking an open-source solution. Many find its interface intuitive and easy to navigate, making it a solid choice for organizations looking for straightforward support management without the need for extensive training.
- **According to verified reviews** , Jira Service Management is praised for its quick implementation process. Reviewers highlight the ease of onboarding, allowing both IT and non-IT teams to effectively manage tasks and support requests right from the start.
- **Reviewers mention** that while GLPI is easy to implement, it may not provide the same level of advanced features as Jira Service Management. Users have noted that Jira's capabilities in tracking development lifecycles and managing bugs are standout features that enhance productivity.
- **G2 reviewers highlight** that both products offer solid support quality, but Jira Service Management has a slight edge in terms of overall satisfaction with support services. Users appreciate the responsive nature of Jira's support, which is crucial for maintaining operational efficiency.
- **Users report** that while GLPI has a strong focus on ticket management and prioritization, Jira Service Management's automation features, such as ticket routing and notifications, provide a more streamlined experience for handling customer inquiries and support tickets.



| | GLPI | Jira Service Management | 
|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 40 | 976 | 
| **Largest Market Segment** | Mid-Market (36.1% of reviews) | Mid-Market (43.2% of reviews) | 
| **Entry Level Price** | €19.00 Per Month | 0/agent/month   | 

---
## Top Pros & Cons

### GLPI

Pros:
- Ease of Use (2 reviews)
- Asset Management (1 reviews)

Cons:
- Complex Configuration (1 reviews)
- Inadequate Reporting (1 reviews)

### Jira Service Management

Pros:
- Ease of Use (49 reviews)
- Integrations (33 reviews)

Cons:
- Learning Curve (35 reviews)
- Complexity (29 reviews)

---
## Ratings Comparison
| Rating | GLPI | Jira Service Management | 
|---|---|---|
  | **Meets Requirements** | 9.0 (28 reviews) | 8.7 (864 reviews) | 
  | **Ease of Use** | 8.6 (29 reviews) | 8.2 (871 reviews) | 
  | **Ease of Setup** | 8.2 (16 reviews) | 8.0 (477 reviews) | 
  | **Ease of Admin** | 9.1 (15 reviews) | 8.0 (366 reviews) | 
  | **Quality of Support** | 8.4 (20 reviews) | 8.4 (747 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.5 (11 reviews) | 8.7 (343 reviews) | 
  | **Product Direction (% positive)** | 8.6 (25 reviews) | 8.7 (829 reviews) | 

---
## Pricing

### GLPI

#### Entry-Level Pricing

Plan: GLPI Network Cloud

Price: €19.00 Per Month

Description: The most advanced GLPI Network Cloud offer: all exclusive plugins included.

Key Features:
- Free backups
- Free updates
- Free data migration

[Browse all 4 editions](https://www.g2.com/products/glpi/pricing)

#### Free Trial

Yes

### 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 |
|---|---|---|
| **GLPI** | N/A | N/A |
| **Jira Service Management** | 8.6/10 | 103 |

#### Ticket and Case Management

| Feature | GLPI | Jira Service Management | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 9.0 (85 reviews) | 
| **Ticket response user experience** | Not enough data | 9.1 (81 reviews) | 
| **Workflow** | Not enough data | 8.9 (85 reviews) | 
| **Response Automation** | Not enough data | 8.9 (80 reviews) | 
| **SLA Management** | Not enough data | 8.8 (82 reviews) | 
| **Attachments/Screencasts** | Not enough data | 8.8 (82 reviews) | 
| **Ticket Collaboration** | Not enough data | 9.2 (81 reviews) | 
| **Customer and Contacts Database** | Not enough data | 8.5 (77 reviews) | 

#### Generative AI

| Feature | GLPI | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.9 (54 reviews) | 
| **AI Text Summarization** | Not enough data | 7.9 (53 reviews) | 

#### Agentic AI - Help Desk

| Feature | GLPI | 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 | GLPI | 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 (73 reviews) | 
| **Social Integration** | Not enough data | 8.1 (71 reviews) | 
| **Voice** | Not enough data | 7.9 (68 reviews) | 

#### Platform

| Feature | GLPI | Jira Service Management | 
|---|---|---|
| **Mobile User Support** | Not enough data | 8.1 (84 reviews) | 
| **Customization ** | Not enough data | 8.4 (86 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.9 (89 reviews) | 
| **Integration** | Not enough data | 8.8 (84 reviews) | 
| **Reporting** | Not enough data | 8.7 (84 reviews) | 
| **Dashboards** | Not enough data | 8.7 (81 reviews) | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **Jira Service Management** | 8.7/10 | 203 |

#### Administration

| Feature | GLPI | Jira Service Management | 
|---|---|---|
| **Change Management** | Not enough data | 8.9 (166 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.5 (160 reviews) ✓ Verified | 
| **Reports & Analytics** | Not enough data | 8.9 (171 reviews) ✓ Verified | 

#### Service Desk

| Feature | GLPI | Jira Service Management | 
|---|---|---|
| **Help Desk** | Not enough data | 8.9 (177 reviews) ✓ Verified | 
| **Incident Reports** | Not enough data | 8.8 (177 reviews) ✓ Verified | 
| **Process Workflow** | Not enough data | 8.8 (179 reviews) ✓ Verified | 

#### Management

| Feature | GLPI | Jira Service Management | 
|---|---|---|
| **Reporting** | Not enough data | 9.0 (154 reviews) ✓ Verified | 
| **Administration Console** | Not enough data | 8.9 (147 reviews) ✓ Verified | 
| **Access Management** | Not enough data | 8.7 (148 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.6 (144 reviews) ✓ Verified | 
| **Policy Dictation** | Not enough data | 8.6 (139 reviews) ✓ Verified | 

#### Functionality

| Feature | GLPI | Jira Service Management | 
|---|---|---|
| **Ticketing System** | Not enough data | 9.2 (159 reviews) ✓ Verified | 
| **Performance Logging** | Not enough data | 8.8 (150 reviews) | 
| **Alerting** | Not enough data | 8.7 (154 reviews) ✓ Verified | 
| **Automation** | Not enough data | 8.9 (154 reviews) ✓ Verified | 

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

| Feature | GLPI | 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 | 8.3 (81 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 |
|---|---|---|
| **GLPI** | N/A | N/A |
| **Jira Service Management** | 8.7/10 | 164 |

#### Monitoring

| Feature | GLPI | 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 (69 reviews) | 

#### Management Tools

| Feature | GLPI | 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 (135 reviews) ✓ Verified | 

#### Generative AI

| Feature | GLPI | 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 | GLPI | 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 Asset Management

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **Jira Service Management** | N/A | N/A |

#### Asset Inventory

| Feature | GLPI | Jira Service Management | 
|---|---|---|
| **Hardware Asset Inventory** | Not enough data | Not enough data | 
| **Software Asset Inventory** | Not enough data | Not enough data | 
| **Cloud Asset Inventory** | Not enough data | Not enough data | 
| **Mobile Asset Inventory** | Not enough data | Not enough data | 
| **Asset Discovery** | Not enough data | Not enough data | 

#### Generative AI

| Feature | GLPI | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Generation** | Not enough data | Not enough data | 

#### Agentic AI - IT Asset Management

| Feature | GLPI | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

#### Management

| Feature | GLPI | Jira Service Management | 
|---|---|---|
| **Central Dashboard** | Not enough data | Not enough data | 
| **Asset Policy Management** | Not enough data | Not enough data | 
| **Risk Management** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **Jira Service Management** | 8.6/10 | 25 |

#### Generative AI

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

#### Agentic AI - IT Alerting

| Feature | GLPI | 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 |
|---|---|---|
| **GLPI** | 8.6/10 | 26 |
| **Jira Service Management** | 8.4/10 | 360 |

#### Incident Management

| Feature | GLPI | Jira Service Management | 
|---|---|---|
| **Automate Ticket Routing** | 9.4 (19 reviews) | 8.7 (308 reviews) | 
| **Ticket Prioritization** | 8.8 (20 reviews) | 8.8 (314 reviews) | 
| **Ticket Notifications** | 9.5 (22 reviews) | 8.8 (327 reviews) | 
| **Knowledge Base** | 8.4 (19 reviews) | 8.5 (280 reviews) | 
| **Knowledge Base/Ticket Integration** | 7.9 (17 reviews) | 8.5 (275 reviews) | 

#### Reporting

| Feature | GLPI | Jira Service Management | 
|---|---|---|
| **Dashboards** | 8.6 (22 reviews) | 8.5 (311 reviews) | 
| **Time Tracking** | 8.9 (19 reviews) | 8.4 (301 reviews) | 
| **Surveys** | 7.5 (17 reviews) | 8.2 (231 reviews) | 

#### Access & Usability

| Feature | GLPI | Jira Service Management | 
|---|---|---|
| **Mobile** | 7.6 (20 reviews) | 8.1 (226 reviews) | 
| **Self Service** | 8.8 (23 reviews) | 8.6 (281 reviews) | 
| **Active Directory** | 9.0 (20 reviews) | 8.5 (235 reviews) | 
| **Multi-Channel Access** | 9.1 (16 reviews) | 8.4 (232 reviews) | 

#### Agentic AI - Service Desk

| Feature | GLPI | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.2 (73 reviews) | 
| **Multi-step Planning** | Not enough data | 8.2 (73 reviews) | 
| **Cross-system Integration** | Not enough data | 8.4 (75 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 | 8.4 (73 reviews) | 
| **Decision Making** | Not enough data | 8.6 (73 reviews) | 

---
## Categories
**Shared Categories (1):** [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to GLPI (1):** [IT Asset Management Software](https://www.g2.com/categories/it-asset-management)

**Unique to Jira Service Management (4):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [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 | GLPI | Jira Service Management | 
|---|---|---|
| **Small-Business** | 30.6% | 19.0% | 
| **Mid-Market** | 36.1% | 43.2% | 
| **Enterprise** | 33.3% | 37.8% | 

### By Industry

#### GLPI

- **Information Technology and Services:** 18.9%
- **Telecommunications:** 13.5%
- **Government Administration:** 8.1%
- **Computer & Network Security:** 8.1%
- **Oil & Energy:** 5.4%
- **Hospital & Health Care:** 5.4%
- **Banking:** 5.4%
- **Accounting:** 2.7%
- **Architecture & Planning:** 2.7%
- **Automotive:** 2.7%
- **Other:** 27.0%

#### Jira Service Management

- **Information Technology and Services:** 30.9%
- **Computer Software:** 16.3%
- **Financial Services:** 4.9%
- **Internet:** 4.4%
- **Telecommunications:** 3.2%
- **Marketing and Advertising:** 2.9%
- **Banking:** 1.8%
- **Retail:** 1.8%
- **Hospital & Health Care:** 1.7%
- **Computer & Network Security:** 1.7%
- **Other:** 30.4%

---
## Alternatives

### Alternatives to GLPI

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1860 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4300 reviews)
- [Lansweeper](https://www.g2.com/products/lansweeper/reviews) — 4.4/5 stars (67 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [Snipe-IT](https://www.g2.com/products/snipe-it/reviews) — 4.6/5 stars (26 reviews)
- [iTop](https://www.g2.com/products/itop/reviews) — 4.3/5 stars (7 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 reviews)

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 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 (1860 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1131 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (939 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 (293 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4300 reviews)

---
## Top Discussions

### GLPI

- Title: [What is GLPI ticket?](https://www.g2.com/discussions/what-is-glpi-ticket) — 1 comment
  > **Top comment:** "“Support ticket” is a term popularized by support software to describe an interaction between customers and support teams. When customers have problems, they..."
- Title: [Is GLPI free to use?](https://www.g2.com/discussions/is-glpi-free-to-use) — 1 comment, 1 upvote
  > **Top comment:** "Yes !

As 100% open source free software (GNU GPL License), GLPI is free to use! 

To be accompanied by certified experts, to benefit from unlimited..."

### 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/glpi-vs-jira-service-management)