# Jira Service Management vs New Relic Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Jira Service Management excels in **ticket management** , with users praising its intuitive interface for creating, assigning, and monitoring tasks. One user highlighted its effectiveness in managing a complex digital transformation project, showcasing its ability to integrate with various systems like Salesforce and Couchbase.
- **Users say** that New Relic shines in **observability** , particularly for complex, multi-service systems. Reviewers appreciate its capability to provide a single, correlated source of truth, which helps in understanding system performance and health, making it a valuable tool for monitoring.
- **According to verified reviews** , Jira Service Management has a strong focus on **workflow automation** and customizable service desks, which enhances its usability for IT service management. Users have noted that real-time tracking features improve visibility and transparency across projects.
- **Reviewers mention** that New Relic's recent updates, such as the addition of synthetic monitoring capabilities, have improved its functionality. Users find the new layout and features beneficial for checking the health status of e-commerce sites, indicating a commitment to enhancing user experience.
- **G2 reviewers highlight** that while Jira Service Management has a slightly lower score in **ease of setup** , it still provides a robust platform for IT service management. Users appreciate the quick implementation process, although some have noted configuration challenges that could be improved.
- **Users report** that New Relic offers a higher score in **quality of support** , with many praising its responsive customer service. This aspect is crucial for users who rely on timely assistance to resolve issues quickly, making it a strong contender for teams needing reliable support.



| | Jira Service Management | New Relic | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 988 | 586 | 
| **Largest Market Segment** | Mid-Market (42.9% of reviews) | Mid-Market (42.7% of reviews) | 
| **Entry Level Price** | 0/agent/month   | $0.00 | 

---
## Top Pros & Cons

### Jira Service Management

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

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

### New Relic

Pros:
- Ease of Use (150 reviews)
- Real-time Monitoring (137 reviews)

Cons:
- Expensive (83 reviews)
- Pricing Issues (68 reviews)

---
## Ratings Comparison
| Rating | Jira Service Management | New Relic | 
|---|---|---|
  | **Meets Requirements** | 8.8 (875 reviews) | 8.9 (501 reviews) | 
  | **Ease of Use** | 8.3 (882 reviews) | 8.4 (507 reviews) | 
  | **Ease of Setup** | 8.0 (488 reviews) | 8.7 (289 reviews) | 
  | **Ease of Admin** | 8.0 (367 reviews) | 8.5 (199 reviews) | 
  | **Quality of Support** | 8.4 (758 reviews) | 8.6 (441 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (344 reviews) | 8.5 (191 reviews) | 
  | **Product Direction (% positive)** | 8.7 (840 reviews) | 8.6 (500 reviews) | 

---
## Pricing

### 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

### New Relic

#### Entry-Level Pricing

Plan: Free (Forever)

Price: $0.00

Description: Start using New Relic with all the features you need for free forever.

Key Features:
- 1 free full user 
- Unlimited free basic users 
- Unlimited hosts and CPUs

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

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.6/10 | 107 |
| **New Relic** | N/A | N/A |

#### Ticket and Case Management

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

#### Generative AI

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

#### Agentic AI - Help Desk

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

#### Communication Channels

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

#### Platform

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

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.7/10 | 206 |
| **New Relic** | N/A | N/A |

#### Administration

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

#### Service Desk

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

#### Management

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

#### Functionality

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

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

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

### Digital Experience Monitoring (DEM)

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | N/A | N/A |
| **New Relic** | 9.2/10 | 23 |

#### Experience

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Real-Time Monitoring** | Not enough data | 9.6 (23 reviews) | 
| **Session Replay** | Not enough data | 9.0 (20 reviews) | 
| **Behavioral Analysis** | Not enough data | 9.1 (22 reviews) | 

#### Agentic AI - Digital Experience Monitoring (DEM)

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 9.2 (8 reviews) | 
| **Multi-step Planning** | Not enough data | 9.3 (9 reviews) | 
| **Cross-system Integration** | Not enough data | 9.3 (9 reviews) | 
| **Adaptive Learning** | Not enough data | 9.2 (8 reviews) | 
| **Natural Language Interaction** | Not enough data | 9.0 (8 reviews) | 
| **Proactive Assistance** | Not enough data | 8.8 (8 reviews) | 
| **Decision Making** | Not enough data | 8.9 (9 reviews) | 

#### Management

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Content Management** | Not enough data | 8.9 (19 reviews) | 
| **Alerts** | Not enough data | 9.1 (22 reviews) | 
| **Budget Analysis** | Not enough data | 8.3 (19 reviews) | 

#### Performance

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Uptime Monitoring** | Not enough data | 9.6 (21 reviews) | 
| **Performance Monitoring** | Not enough data | 9.6 (23 reviews) | 
| **Issue Tracking** | Not enough data | 9.5 (23 reviews) | 
| **Resource Monitoring** | Not enough data | 9.6 (20 reviews) | 

### Cloud Infrastructure Monitoring

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | N/A | N/A |
| **New Relic** | 8.5/10 | 99 |

#### Monitoring

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Usage Monitoring** | Not enough data | 8.9 (89 reviews) | 
| **Database Monitoring** | Not enough data | 8.7 (91 reviews) | 
| **API Monitoring** | Not enough data | 8.9 (86 reviews) | 
| **Real-Time Monitoring - Cloud Infrastructure Monitoring** | Not enough data | 9.0 (89 reviews) | 
| **Security and Compliance Monitoring** | Not enough data | 8.8 (21 reviews) | 

#### Administration

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Activity Monitoring** | Not enough data | 8.6 (85 reviews) | 
| **Multi-Cloud Management** | Not enough data | 8.5 (81 reviews) | 
| **Automation** | Not enough data | 8.5 (77 reviews) | 
| **Auto-Scaling & Resource Optimization** | Not enough data | 8.8 (20 reviews) | 

#### Analysis

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Reporting** | Not enough data | 8.8 (87 reviews) | 
| **Dashboards and Visualizations** | Not enough data | 9.3 (90 reviews) | 
| **Spend Forecasting and Optimization** | Not enough data | 7.9 (78 reviews) | 

#### Agentic AI - Cloud Infrastructure Monitoring

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Multi-step Planning** | Not enough data | 8.2 (18 reviews) | 
| **Cross-system Integration** | Not enough data | 8.2 (18 reviews) | 
| **Adaptive Learning** | Not enough data | 7.9 (18 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.9 (18 reviews) | 
| **Proactive Assistance** | Not enough data | 8.1 (18 reviews) | 
| **Decision Making** | Not enough data | 8.1 (18 reviews) | 

#### AI Automation - Cloud Infrastructure Monitoring

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **AI-Powered Anomaly Detection** | Not enough data | 8.1 (17 reviews) | 
| **AI-Driven Insight Recommendations** | Not enough data | 8.0 (17 reviews) | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.6/10 | 166 |
| **New Relic** | 8.5/10 | 75 |

#### Monitoring

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Constant Monitoring** | 8.9 (145 reviews) ✓ Verified | 9.5 (73 reviews) | 
| **Timely Alerts** | 9.0 (149 reviews) ✓ Verified | 9.4 (72 reviews) | 
| **TIcket Accuracy** | 9.1 (147 reviews) ✓ Verified | 9.1 (59 reviews) | 
| **AI Monitoring** | 8.5 (70 reviews) | 7.9 (18 reviews) | 

#### Management Tools

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Ticket Assignment** | 9.1 (150 reviews) ✓ Verified | 8.7 (56 reviews) | 
| **Standardization** | 9.0 (148 reviews) ✓ Verified | 9.2 (62 reviews) | 
| **Lifecycle Visualization** | 9.0 (136 reviews) ✓ Verified | 8.9 (61 reviews) | 

#### Generative AI

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **AI Text Generation** | 8.0 (76 reviews) | 7.9 (29 reviews) | 
| **AI Text Summarization** | 8.3 (74 reviews) | 8.0 (30 reviews) | 

#### Agentic AI - Incident Management

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (60 reviews) | 8.4 (16 reviews) | 
| **Multi-step Planning** | 8.4 (60 reviews) | 8.2 (16 reviews) | 
| **Cross-system Integration** | 8.5 (59 reviews) | 8.2 (16 reviews) | 
| **Adaptive Learning** | 8.6 (60 reviews) | 8.3 (16 reviews) | 
| **Natural Language Interaction** | 8.6 (60 reviews) | 8.0 (16 reviews) | 
| **Proactive Assistance** | 8.6 (60 reviews) | 8.5 (16 reviews) | 
| **Decision Making** | 8.5 (60 reviews) | 8.4 (16 reviews) | 

### AIOps Platforms

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | N/A | N/A |
| **New Relic** | 9.6/10 | 15 |

#### Functionality

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Artificial Intelligence** | Not enough data | 9.8 (11 reviews) | 
| **Machine Learning** | Not enough data | 10.0 (10 reviews) | 
| **Systems Monitoring** | Not enough data | 9.8 (14 reviews) | 

#### Issue Resolution

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Root Cause Identification** | Not enough data | 9.3 (14 reviews) | 
| **Proactive Identification** | Not enough data | 9.5 (14 reviews) | 
| **Resolution Guidance** | Not enough data | 9.6 (12 reviews) | 

#### Management

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **System Integration** | Not enough data | 9.6 (15 reviews) | 
| **Alerting** | Not enough data | 9.7 (15 reviews) | 
| **Reporting** | Not enough data | 9.4 (15 reviews) | 

#### Generative AI

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - AIOps Platforms

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **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 | 

### Log Monitoring

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | N/A | N/A |
| **New Relic** | 8.7/10 | 106 |

#### Visibility

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Dashboards and Visualizations** | Not enough data | 9.2 (100 reviews) | 
| **Alerts and Notifications** | Not enough data | 9.2 (102 reviews) | 
| **Reporting** | Not enough data | 9.0 (99 reviews) | 

#### Monitoring and Management

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Automation** | Not enough data | 8.8 (94 reviews) | 
| **Performance Baseline** | Not enough data | 9.0 (98 reviews) | 
| **Real-Time Monitoring** | Not enough data | 9.2 (101 reviews) | 

#### Agentic AI - Log Monitoring

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.4 (33 reviews) | 
| **Multi-step Planning** | Not enough data | 8.3 (34 reviews) | 
| **Cross-system Integration** | Not enough data | 8.3 (33 reviews) | 
| **Adaptive Learning** | Not enough data | 8.4 (33 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.2 (33 reviews) | 
| **Proactive Assistance** | Not enough data | 8.4 (33 reviews) | 
| **Decision Making** | Not enough data | 8.3 (34 reviews) | 

### Server Monitoring

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | N/A | N/A |
| **New Relic** | 8.7/10 | 99 |

#### Visibility 

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Dashboards and Visualizations** | Not enough data | 9.2 (95 reviews) | 
| **Alerts and Notifications** | Not enough data | 9.2 (92 reviews) | 
| **Reporting** | Not enough data | 9.0 (91 reviews) | 

#### Monitoring and Management

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Multi-Server Management** | Not enough data | 8.8 (87 reviews) | 
| **Automation** | Not enough data | 8.4 (85 reviews) | 
| **Performance Baseline** | Not enough data | 8.7 (88 reviews) | 
| **Real-Time Monitoring** | Not enough data | 8.9 (91 reviews) | 
| **Immediate Alert Notification** | Not enough data | 8.9 (89 reviews) | 
| **Proactive Server Monitoring Software** | Not enough data | 8.9 (87 reviews) | 

#### Cloud environment support

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Server Monitoring For Cloud Deployments** | Not enough data | 8.9 (77 reviews) | 
| **Software Scaling** | Not enough data | 8.4 (73 reviews) | 

#### Agentic AI - Server Monitoring

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.4 (17 reviews) | 
| **Multi-step Planning** | Not enough data | 8.4 (17 reviews) | 
| **Cross-system Integration** | Not enough data | 8.3 (17 reviews) | 
| **Adaptive Learning** | Not enough data | 8.4 (17 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.4 (19 reviews) | 
| **Proactive Assistance** | Not enough data | 8.6 (18 reviews) | 
| **Decision Making** | Not enough data | 8.6 (17 reviews) | 

### Log Analysis

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | N/A | N/A |
| **New Relic** | 8.9/10 | 82 |

#### Data Preparation

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Data Sources** | Not enough data | 9.1 (67 reviews) | 
| **Indexing** | Not enough data | 9.0 (62 reviews) | 
| **Automated Tagging** | Not enough data | 8.5 (62 reviews) | 
| **Data Blending** | Not enough data | 8.6 (60 reviews) | 

#### Analysis

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Track Trends** | Not enough data | 9.1 (62 reviews) | 
| **Detect Anomalies** | Not enough data | 9.1 (64 reviews) | 
| **Metric and Event Data** | Not enough data | 9.1 (68 reviews) | 
| **Search** | Not enough data | 9.0 (68 reviews) | 
| **Alerts** | Not enough data | 9.3 (69 reviews) | 
| **Live Tail** | Not enough data | 8.9 (63 reviews) | 

#### Visualization

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Dashboards** | Not enough data | 9.5 (72 reviews) | 
| **Data Discovery** | Not enough data | 9.1 (65 reviews) | 

#### Agentic AI - Log Analysis

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.7 (23 reviews) | 
| **Multi-step Planning** | Not enough data | 8.6 (23 reviews) | 
| **Cross-system Integration** | Not enough data | 8.6 (23 reviews) | 
| **Adaptive Learning** | Not enough data | 8.6 (23 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.6 (23 reviews) | 
| **Proactive Assistance** | Not enough data | 8.8 (23 reviews) | 
| **Decision Making** | Not enough data | 8.7 (23 reviews) | 

### Application Performance Monitoring (APM)

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | N/A | N/A |
| **New Relic** | 8.6/10 | 190 |

#### Monitoring

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Performance Baselines** | Not enough data | 8.9 (162 reviews) | 
| **Performance Analysis** | Not enough data | 9.0 (171 reviews) | 
| **Performance Monitoring** | Not enough data | 9.2 (173 reviews) | 
| **AI/ML Assistance** | Not enough data | 7.7 (136 reviews) | 
| **Multi-System Monitoring** | Not enough data | 8.9 (157 reviews) | 

#### Response

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Dashboards and Visualization** | Not enough data | 9.0 (174 reviews) | 
| **Incident Alerting** | Not enough data | 8.9 (165 reviews) | 
| **Root Cause Analysis (RCA)** | Not enough data | 8.6 (158 reviews) | 

#### Agentic AI - Application Performance Monitoring (APM)

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.4 (52 reviews) | 
| **Cross-system Integration** | Not enough data | 8.6 (54 reviews) | 
| **Adaptive Learning** | Not enough data | 8.5 (53 reviews) | 
| **Proactive Assistance** | Not enough data | 8.4 (51 reviews) | 
| **Decision Making** | Not enough data | 8.2 (51 reviews) | 

#### Performance

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Real User Monitoring (RUM)** | Not enough data | 8.6 (153 reviews) | 
| **Second by Second Metrics** | Not enough data | 8.5 (142 reviews) | 

#### Functionality

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Synthetic Monitoring** | Not enough data | 8.8 (149 reviews) | 
| **Dynamic Transaction Mapping** | Not enough data | 8.5 (143 reviews) | 
| **Load Balancing** | Not enough data | 8.2 (138 reviews) | 
| **Cloud Observability** | Not enough data | 8.8 (152 reviews) | 

### Container Monitoring

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | N/A | N/A |
| **New Relic** | 8.6/10 | 37 |

#### Alerts management

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Multi-mode alerts** | Not enough data | 8.4 (34 reviews) | 
| **Opimization alerts** | Not enough data | 8.3 (35 reviews) | 
| **Incident alerts** | Not enough data | 9.0 (36 reviews) | 

#### Monitoring

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Resource utilization** | Not enough data | 8.6 (36 reviews) | 
| **Real-time monitoring** | Not enough data | 9.4 (36 reviews) | 
| **Performance baseline** | Not enough data | 8.7 (36 reviews) | 
| **API monitoring** | Not enough data | 9.1 (36 reviews) | 

#### Automation

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Resolution automation** | Not enough data | 8.1 (35 reviews) | 
| **Automation** | Not enough data | 8.4 (36 reviews) | 

#### Analysis

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Search** | Not enough data | 8.5 (35 reviews) | 
| **Reporting** | Not enough data | 8.6 (36 reviews) | 
| **Visualization** | Not enough data | 9.0 (36 reviews) | 
| **Track trends** | Not enough data | 8.4 (35 reviews) | 

#### Issue Resolution

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Root cause identification** | Not enough data | 8.3 (36 reviews) | 
| **Resolution guidance** | Not enough data | 8.2 (36 reviews) | 
| **Proactive identification** | Not enough data | 8.8 (36 reviews) | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.6/10 | 25 |
| **New Relic** | 7.9/10 | 37 |

#### Generative AI

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **AI Text Generation** | 8.3 (25 reviews) | 7.3 (37 reviews) | 

#### Agentic AI - IT Alerting

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Autonomous Task Execution** | 8.4 (24 reviews) | 7.9 (19 reviews) | 
| **Multi-step Planning** | 8.7 (24 reviews) | 8.0 (19 reviews) | 
| **Cross-system Integration** | 9.0 (24 reviews) | 7.9 (19 reviews) | 
| **Adaptive Learning** | 8.5 (24 reviews) | 7.9 (19 reviews) | 
| **Natural Language Interaction** | 8.5 (24 reviews) | 7.8 (19 reviews) | 
| **Proactive Assistance** | 8.7 (24 reviews) | 8.0 (19 reviews) | 
| **Decision Making** | 8.7 (24 reviews) | 8.1 (19 reviews) | 

### Observability Software

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | N/A | N/A |
| **New Relic** | 8.9/10 | 18 |

#### Telemetry Collection & Ingestion - Observability

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Multi-Telemetry Ingestion** | Not enough data | 9.2 (16 reviews) | 
| **OpenTelemetry Support** | Not enough data | 9.4 (16 reviews) | 

#### Agentic AI - Observability Software

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.6 (15 reviews) | 
| **Multi-step Planning** | Not enough data | 8.6 (15 reviews) | 
| **Cross-system Integration** | Not enough data | 8.9 (16 reviews) | 
| **Adaptive Learning** | Not enough data | 8.8 (15 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.6 (15 reviews) | 
| **Proactive Assistance** | Not enough data | 8.9 (15 reviews) | 
| **Decision Making** | Not enough data | 9.0 (15 reviews) | 

#### Visualization & Dashboards - Observability

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Service Dependency Mapping** | Not enough data | 9.4 (16 reviews) | 
| **Unified Dashboard** | Not enough data | 9.0 (16 reviews) | 
| **Trace Visualization** | Not enough data | 9.2 (16 reviews) | 

#### Correlation & Root Cause Analysis - Observability

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Cross-Telemetry Correlation** | Not enough data | 9.2 (16 reviews) | 
| **Root Cause Detection** | Not enough data | 9.4 (17 reviews) | 
| **Intelligent Alerting** | Not enough data | 9.3 (16 reviews) | 

#### Scalability & Ecosystem Integration - Observability

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Kubernetes Monitoring** | Not enough data | 8.9 (16 reviews) | 
| **Hybrid/Multi-Cloud Support** | Not enough data | 8.8 (16 reviews) | 

#### AI Features - Observability

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Predictive Insights** | Not enough data | 8.2 (16 reviews) | 
| **AI-Generated Incident Summaries** | Not enough data | 8.5 (16 reviews) | 
| **AI Anomaly Detection** | Not enough data | 9.0 (16 reviews) | 

### AI SRE Tools

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

#### Reliability Objectives & Service Operations - AI SRE Tools

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Intelligent On-Call Workflows** | Not enough data | Not enough data | 
| **Error Budget Tracking** | Not enough data | Not enough data | 
| **SLI & SLO Management** | Not enough data | Not enough data | 
| **Service Health Modeling & Reporting** | Not enough data | Not enough data | 

#### AI Detection & Signal Quality - AI SRE Tools

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Cross-Telemetry Correlation** | Not enough data | Not enough data | 
| **Change-Aware Detection** | Not enough data | Not enough data | 
| **Adaptive Anomaly Detection** | Not enough data | Not enough data | 
| **Alert Correlation & Noise Reduction** | Not enough data | Not enough data | 

#### Investigation & Root Cause Analysis - AI SRE Tools

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Guided Incident Investigation** | Not enough data | Not enough data | 
| **Live Debugging in Production** | Not enough data | Not enough data | 
| **AI Root Cause Analysis** | Not enough data | Not enough data | 
| **Runtime-Verified Root Cause Analysis** | Not enough data | Not enough data | 

#### Automation & Platform Controls - AI SRE Tools

| Feature | Jira Service Management | New Relic | 
|---|---|---|
| **Automated Runbook & Workflow Execution** | Not enough data | Not enough data | 
| **Human-in-the-Loop Remediation** | Not enough data | Not enough data | 
| **Integration, APIs & Secure Access Controls** | Not enough data | Not enough data | 
| **AI-Assisted Code Fix Generation** | Not enough data | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.5/10 | 370 |
| **New Relic** | N/A | N/A |

#### Incident Management

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

#### Reporting

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

#### Access & Usability

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

#### Agentic AI - Service Desk

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

---
## Categories
**Shared Categories (2):** [Incident Management Software](https://www.g2.com/categories/incident-management), [IT Alerting Software](https://www.g2.com/categories/it-alerting)

**Unique to Jira Service Management (3):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk), [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to New Relic (10):** [Server Monitoring Software](https://www.g2.com/categories/server-monitoring), [Log Monitoring Software](https://www.g2.com/categories/log-monitoring), [AIOps Tools](https://www.g2.com/categories/aiops-platforms), [Digital Experience Monitoring (DEM) Software](https://www.g2.com/categories/digital-experience-monitoring-dem), [Cloud Infrastructure Monitoring  Software](https://www.g2.com/categories/cloud-infrastructure-monitoring), [Container Monitoring Tools](https://www.g2.com/categories/container-monitoring-tools), [Log Analysis Software](https://www.g2.com/categories/log-analysis), [Application Performance Monitoring (APM) Tools](https://www.g2.com/categories/application-performance-monitoring-apm), [Observability Software](https://www.g2.com/categories/observability-software), [ AI SRE Tools Software](https://www.g2.com/categories/ai-sre-tools)


---
## Reviewer Demographics

### By Company Size

| Segment | Jira Service Management | New Relic | 
|---|---|---|
| **Small-Business** | 19.0% | 27.8% | 
| **Mid-Market** | 42.9% | 42.7% | 
| **Enterprise** | 38.0% | 29.6% | 

### By Industry

#### 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%

#### New Relic

- **Information Technology and Services:** 25.1%
- **Computer Software:** 17.5%
- **Financial Services:** 8.7%
- **Internet:** 8.0%
- **Retail:** 2.3%
- **Banking:** 1.9%
- **Entertainment:** 1.9%
- **Marketing and Advertising:** 1.8%
- **Education Management:** 1.8%
- **Telecommunications:** 1.2%
- **Other:** 29.7%

---
## Alternatives

### 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 (1904 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 (967 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 (294 reviews)

### Alternatives to New Relic

- [Dynatrace](https://www.g2.com/products/dynatrace/reviews) — 4.5/5 stars (1365 reviews)
- [Datadog](https://www.g2.com/products/datadog/reviews) — 4.4/5 stars (725 reviews)
- [IBM Instana](https://www.g2.com/products/ibm-instana/reviews) — 4.4/5 stars (480 reviews)
- [LogicMonitor](https://www.g2.com/products/logicmonitor/reviews) — 4.5/5 stars (645 reviews)
- [Splunk AppDynamics](https://www.g2.com/products/splunk-appdynamics/reviews) — 4.3/5 stars (375 reviews)
- [Coralogix](https://www.g2.com/products/coralogix/reviews) — 4.6/5 stars (343 reviews)
- [Better Stack](https://www.g2.com/products/better-stack/reviews) — 4.8/5 stars (328 reviews)
- [Sumo Logic](https://www.g2.com/products/sumo-logic/reviews) — 4.3/5 stars (403 reviews)
- [Sentry](https://www.g2.com/products/sentry/reviews) — 4.5/5 stars (219 reviews)
- [Checkmk](https://www.g2.com/products/checkmk/reviews) — 4.7/5 stars (303 reviews)

---
## Top Discussions

### 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..."

### New Relic

- Title: [What is full stack visibility?](https://www.g2.com/discussions/what-is-full-stack-visibility) — 2 comments
  > **Top comment:** "Hi there! Thanks for your question. Full stack visibility refers to the ability to visualize, analyze, and troubleshoot your entire software stack in one..."
- Title: [What is New Relic tool used for?](https://www.g2.com/discussions/what-is-new-relic-tool-used-for) — 1 comment
  > **Top comment:** "Monitoring and troubleshooting all websites, web services and infrastructure running them. We are very happy with the product! Also the alerting and the AI..."

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