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Compare Jira Service Management and iTop 
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At a Glance
Market Segments
Mid-Market (42.8% of reviews)
Mid-Market (50.0% of reviews)
Entry-Level Pricing
0/agent/month
No pricing available
Jira Service Management
Star Rating
(949)4.3 out of 5
Market Segments
Mid-Market (42.8% of reviews)
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansiTop
Star Rating
(7)4.3 out of 5
Market Segments
Mid-Market (50.0% of reviews)
Entry-Level Pricing
No pricing available
Learn more about iTopJira Service Management vs iTop
- Reviewers felt that Jira Service Management meets the needs of their business better than iTop.
- When comparing quality of ongoing product support, reviewers felt that Jira Service Management is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of iTop over Jira Service Management.
Pricing
Entry-Level Pricing
Jira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
iTop
No pricing availableFree Trial
Jira Service Management
Free Trial is available
iTop
Free Trial is available
Ratings
Meets Requirements
8.7
840
8.3
5
Ease of Use
8.2
847
7.0
5
Ease of Setup
8.0
455
6.0
5
Ease of Admin
8.0
358
Not enough data
Quality of Support
8.4
724
7.3
5
Has the product been a good partner in doing business?
8.7
335
7.7
5
Product Direction (% positive)
8.7
809
10.0
5
Features by Category
Ticket and Case Management
9.0
81
Not enough data
9.0
79
Not enough data
8.9
80
Not enough data
8.8
78
Not enough data
8.8
77
Not enough data
8.7
79
Not enough data
9.2
78
Not enough data
8.5
77
Not enough data
Generative AI
7.9
54
Not enough data
7.9
53
Not enough data
Agentic AI - Help Desk
8.3
41
Not enough data
8.5
40
Not enough data
8.3
40
Not enough data
Communication Channels
8.9
80
Not enough data
8.9
80
Not enough data
8.3
73
Not enough data
8.1
71
Not enough data
7.9
68
Not enough data
Platform
8.1
83
Not enough data
8.4
85
Not enough data
8.8
84
Not enough data
8.8
80
Not enough data
8.6
82
Not enough data
8.6
79
Not enough data
Administration
8.9
165
|
Verified
Not enough data
8.5
159
|
Verified
Not enough data
8.9
170
|
Verified
Not enough data
Service Desk
8.9
176
|
Verified
Not enough data
8.8
176
|
Verified
Not enough data
8.8
175
|
Verified
Not enough data
Management
9.0
152
|
Verified
Not enough data
8.9
147
|
Verified
Not enough data
8.7
148
|
Verified
Not enough data
8.6
143
|
Verified
Not enough data
8.6
139
|
Verified
Not enough data
Functionality
9.1
157
|
Verified
Not enough data
8.8
149
Not enough data
8.7
154
|
Verified
Not enough data
8.9
151
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
8.3
80
Not enough data
8.5
79
Not enough data
8.3
79
Not enough data
8.3
79
Not enough data
8.3
80
Not enough data
8.1
80
Not enough data
8.3
81
Not enough data
Monitoring
8.9
145
|
Verified
Not enough data
9.0
149
|
Verified
Not enough data
9.1
146
|
Verified
Not enough data
8.5
69
Not enough data
Management Tools
9.1
148
|
Verified
Not enough data
8.9
147
|
Verified
Not enough data
9.0
135
|
Verified
Not enough data
Generative AI
8.0
76
Not enough data
8.3
74
Not enough data
Agentic AI - Incident Management
8.3
60
Not enough data
8.4
60
Not enough data
8.5
59
Not enough data
8.6
60
Not enough data
8.6
60
Not enough data
8.6
60
Not enough data
8.5
60
Not enough data
Generative AI
8.3
25
Not enough data
Agentic AI - IT Alerting
8.4
24
Not enough data
8.7
24
Not enough data
9.0
24
Not enough data
8.5
24
Not enough data
8.5
24
Not enough data
8.7
24
Not enough data
8.7
24
Not enough data
Incident Management
8.7
304
Not enough data
8.8
313
Not enough data
8.8
323
Not enough data
8.4
278
Not enough data
8.5
275
Not enough data
Reporting
8.5
307
Not enough data
8.4
301
Not enough data
8.2
231
Not enough data
Access & Usability
8.1
227
Feature Not Available
8.6
274
Feature Not Available
8.5
236
Feature Not Available
8.4
231
Feature Not Available
Agentic AI - Service Desk
8.2
74
Not enough data
8.2
74
Not enough data
8.2
71
Not enough data
8.5
74
Not enough data
8.2
73
Not enough data
8.4
74
Not enough data
8.5
73
Not enough data
Categories
Categories
Shared Categories
Jira Service Management and iTop are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
iTop has no unique categories
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
iTop
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
31.1%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.6%
Telecommunications
3.2%
Other
40.3%
Information Technology and Services
33.3%
Financial Services
33.3%
Textiles
16.7%
Computer Software
16.7%
‐
Other
0.0%
Alternatives
Discussions
Is Jira a service management tool?
2 Comments
MH
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...Read more
Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?
1 Comment
SH
Under the new model released last year, you only need to purchase Agent licences. Agents are people that typically man the service desk and own the Service...Read more
How does the licensing system work?
1 Comment
DW
Licenses are based on your agents or internal users. In the user admin area, you can change the designation in case a customer got marked as a user by...Read more
iTop has no discussions with answers
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