# ITSM 365 vs Jira Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that ITSM 365 excels in user-friendliness, with many users highlighting its ease of use and management of project details. One user mentioned, "User friendly and we can manage complete incident management life cycle," indicating a smooth experience for daily operations.
- **Users say** that Jira Service Management stands out for its robust ticket management and workflow automation features. Reviewers appreciate its integration with the Atlassian ecosystem, which enhances efficiency in managing IT service and support operations, making it a strong choice for teams needing comprehensive service management.
- **According to verified reviews** , ITSM 365 offers seamless integration with various applications like Jira and Power BI, which users find magical for automating services across different business functions. This capability can significantly streamline processes for organizations looking to enhance their operational efficiency.
- **Reviewers mention** that Jira Service Management provides excellent visibility and transparency in project tracking. Users have noted that real-time tracking helps everyone see project status, blockers, and ownership, which is crucial for maintaining accountability and progress in team projects.
- **G2 reviewers highlight** that while ITSM 365 has a strong focus on ease of use, it has fewer recent reviews compared to Jira Service Management, which may indicate a less active user base or slower adoption. This could be a consideration for buyers looking for a widely tested solution.
- **Users express** that Jira Service Management's recent updates and features have been well-received, with many praising its ability to handle complex digital transformation projects. This adaptability makes it a preferred choice for organizations undergoing significant changes in their IT infrastructure.



| | ITSM 365 | Jira Service Management | 
|---|---|---|
| **Star Rating** | 4.2 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 12 | 988 | 
| **Largest Market Segment** | Mid-Market (50.0% of reviews) | Mid-Market (42.9% of reviews) | 
| **Entry Level Price** | 24,9$ user/month | 0/agent/month   | 

---
## Top Pros & Cons

### ITSM 365

**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 | ITSM 365 | Jira Service Management | 
|---|---|---|
  | **Meets Requirements** | 7.7 (8 reviews) | 8.8 (875 reviews) | 
  | **Ease of Use** | 9.0 (8 reviews) | 8.3 (882 reviews) | 
  | **Ease of Setup** | Not enough data | 8.0 (488 reviews) | 
  | **Ease of Admin** | Not enough data | 8.0 (367 reviews) | 
  | **Quality of Support** | 8.3 (7 reviews) | 8.4 (758 reviews) | 
  | **Has the product been a good partner in doing business?** | Not enough data | 8.7 (344 reviews) | 
  | **Product Direction (% positive)** | 6.1 (9 reviews) | 8.7 (840 reviews) | 

---
## Pricing

### ITSM 365

#### Entry-Level Pricing

Plan: Lite

Price: 24,9$ user/month

Description: Monthly cost, min 5 agents pack, billed monthly

Key Features:
- All features
- Free Upgrades
- Emails & Phone Support

[Browse all 2 editions](https://www.g2.com/products/itsm-365/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 |
|---|---|---|
| **ITSM 365** | N/A | N/A |
| **Jira Service Management** | 8.6/10 | 107 |

#### Ticket and Case Management

| Feature | ITSM 365 | 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 | ITSM 365 | 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 | ITSM 365 | 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 | ITSM 365 | 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 | ITSM 365 | 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 |
|---|---|---|
| **ITSM 365** | N/A | N/A |
| **Jira Service Management** | 8.7/10 | 206 |

#### Administration

| Feature | ITSM 365 | Jira Service Management | 
|---|---|---|
| **Change Management** | Not enough data | 8.9 (166 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.5 (161 reviews) ✓ Verified | 
| **Reports & Analytics** | Not enough data | 8.9 (173 reviews) ✓ Verified | 

#### Service Desk

| Feature | ITSM 365 | Jira Service Management | 
|---|---|---|
| **Help Desk** | Not enough data | 8.9 (178 reviews) ✓ Verified | 
| **Incident Reports** | Not enough data | 8.8 (178 reviews) ✓ Verified | 
| **Process Workflow** | Not enough data | 8.8 (181 reviews) ✓ Verified | 

#### Management

| Feature | ITSM 365 | Jira Service Management | 
|---|---|---|
| **Reporting** | Not enough data | 9.0 (155 reviews) ✓ Verified | 
| **Administration Console** | Not enough data | 8.9 (147 reviews) ✓ Verified | 
| **Access Management** | Not enough data | 8.7 (149 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.6 (145 reviews) ✓ Verified | 
| **Policy Dictation** | Not enough data | 8.6 (139 reviews) ✓ Verified | 

#### Functionality

| Feature | ITSM 365 | Jira Service Management | 
|---|---|---|
| **Ticketing System** | Not enough data | 9.2 (162 reviews) ✓ Verified | 
| **Performance Logging** | Not enough data | 8.8 (151 reviews) | 
| **Alerting** | Not enough data | 8.7 (154 reviews) ✓ Verified | 
| **Automation** | Not enough data | 8.9 (155 reviews) ✓ Verified | 

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

| Feature | ITSM 365 | 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 |
|---|---|---|
| **ITSM 365** | N/A | N/A |
| **Jira Service Management** | 8.7/10 | 166 |

#### Monitoring

| Feature | ITSM 365 | 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 | ITSM 365 | 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 | ITSM 365 | 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 | ITSM 365 | 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 |
|---|---|---|
| **ITSM 365** | N/A | N/A |
| **Jira Service Management** | 8.6/10 | 25 |

#### Generative AI

| Feature | ITSM 365 | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (25 reviews) | 

#### Agentic AI - IT Alerting

| Feature | ITSM 365 | 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 |
|---|---|---|
| **ITSM 365** | N/A | N/A |
| **Jira Service Management** | 8.5/10 | 370 |

#### Incident Management

| Feature | ITSM 365 | Jira Service Management | 
|---|---|---|
| **Automate Ticket Routing** | Not enough data | 8.7 (314 reviews) | 
| **Ticket Prioritization** | Not enough data | 8.8 (316 reviews) | 
| **Ticket Notifications** | Not enough data | 8.8 (329 reviews) | 
| **Knowledge Base** | Not enough data | 8.5 (282 reviews) | 
| **Knowledge Base/Ticket Integration** | Not enough data | 8.5 (276 reviews) | 

#### Reporting

| Feature | ITSM 365 | Jira Service Management | 
|---|---|---|
| **Dashboards** | Not enough data | 8.5 (318 reviews) | 
| **Time Tracking** | Not enough data | 8.4 (302 reviews) | 
| **Surveys** | Not enough data | 8.2 (231 reviews) | 

#### Access & Usability

| Feature | ITSM 365 | Jira Service Management | 
|---|---|---|
| **Mobile** | Not enough data | 8.1 (226 reviews) | 
| **Self Service** | Not enough data | 8.6 (284 reviews) | 
| **Active Directory** | Not enough data | 8.5 (236 reviews) | 
| **Multi-Channel Access** | Not enough data | 8.4 (232 reviews) | 

#### Agentic AI - Service Desk

| Feature | ITSM 365 | 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 | ITSM 365 | Jira Service Management | 
|---|---|---|
| **Small-Business** | 16.7% | 19.0% | 
| **Mid-Market** | 50.0% | 42.9% | 
| **Enterprise** | 33.3% | 38.0% | 

### By Industry

#### ITSM 365

- **Information Technology and Services:** 41.7%
- **Hospital & Health Care:** 16.7%
- **Public Relations and Communications:** 8.3%
- **Market Research:** 8.3%
- **Insurance:** 8.3%
- **Design:** 8.3%
- **Computer Software:** 8.3%

#### 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 ITSM 365

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1903 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1221 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4581 reviews)
- [ClickUp](https://www.g2.com/products/clickup/reviews) — 4.6/5 stars (13150 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.3/5 stars (615 reviews)
- [Automation Anywhere Agentic Process Automation](https://www.g2.com/products/automation-anywhere-agentic-process-automation/reviews) — 4.5/5 stars (5612 reviews)
- [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 4.0/5 stars (582 reviews)

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 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 (1903 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 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 (1221 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (966 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 (294 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4581 reviews)

---
## Top Discussions

### ITSM 365

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/itsm-365-vs-jira-service-management)