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Compare Jira Service Management and SAP Service Cloud 
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At a Glance
Market Segments
Mid-Market (43.0% of reviews)
Mid-Market (39.5% of reviews)
Entry-Level Pricing
0/agent/month
No pricing available
Jira Service Management
Star Rating
(953)4.3 out of 5
Market Segments
Mid-Market (43.0% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansSAP Service Cloud
Star Rating
(239)4.4 out of 5
Market Segments
Mid-Market (39.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about SAP Service CloudSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Jira Service Management excels in ticket collaboration, scoring 9.2, which reviewers mention enhances team communication and efficiency. In contrast, SAP Service Cloud scores 8.8, indicating it may not facilitate collaboration as effectively.
- Reviewers mention that the ticket creation user experience in Jira Service Management is rated at 9.0, making it intuitive and user-friendly. SAP Service Cloud, while still strong at 8.9, may not provide the same level of ease for new users.
- G2 users highlight that Jira Service Management's response automation feature scores 8.9, allowing for efficient handling of repetitive tasks. SAP Service Cloud, with a score of 8.4, may not automate responses as effectively, potentially leading to slower service times.
- Users on G2 report that the quality of support for Jira Service Management is rated at 8.4, with many reviewers praising the responsiveness of the support team. In comparison, SAP Service Cloud scores higher at 8.8, suggesting a more robust support system.
- Reviewers mention that the ease of use for Jira Service Management is rated at 8.2, which some users find slightly less intuitive than SAP Service Cloud's score of 8.7, indicating a smoother onboarding experience for new users with SAP.
- Users say that the product direction for SAP Service Cloud is rated at 9.5, reflecting a strong positive outlook for future updates and features. Jira Service Management, while still positive at 8.7, may not inspire the same level of confidence in its future development.
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.
SAP Service Cloud
No pricing availableFree Trial
Jira Service Management
Free Trial is available
SAP Service Cloud
Free Trial is available
Ratings
Meets Requirements
8.7
843
8.9
207
Ease of Use
8.2
850
8.7
215
Ease of Setup
8.0
458
8.2
133
Ease of Admin
8.0
362
8.3
70
Quality of Support
8.4
727
8.9
202
Has the product been a good partner in doing business?
8.7
339
8.8
68
Product Direction (% positive)
8.7
812
9.5
210
Features by Category
Ticket and Case Management
9.0
82
8.9
93
9.0
80
8.8
93
8.9
81
8.7
96
8.9
79
8.5
93
8.8
78
8.6
89
8.8
80
8.6
89
9.2
79
8.8
91
8.5
77
8.8
89
Generative AI
7.9
54
8.4
33
7.9
53
8.5
34
Agentic AI - Help Desk
8.3
41
8.8
22
8.5
40
8.7
22
8.3
40
8.9
22
Communication Channels
8.9
80
9.0
90
8.9
80
8.8
90
8.3
73
8.7
90
8.1
71
8.5
84
7.9
68
8.3
85
Platform
8.1
83
8.3
90
8.4
85
8.2
95
8.8
86
8.9
89
8.8
83
8.6
89
8.7
83
8.7
89
8.7
80
8.9
89
Administration
8.9
164
|
Verified
Not enough data
8.5
158
|
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
146
|
Verified
Not enough data
8.7
147
|
Verified
Not enough data
8.6
143
|
Verified
Not enough data
8.6
138
|
Verified
Not enough data
Functionality
9.1
158
|
Verified
Not enough data
8.8
148
Not enough data
8.7
153
|
Verified
Not enough data
8.9
151
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
8.3
79
Not enough data
8.4
78
Not enough data
8.3
79
Not enough data
8.3
78
Not enough data
8.3
79
Not enough data
8.1
79
Not enough data
8.3
80
Not enough data
Monitoring
8.9
144
|
Verified
Not enough data
9.0
148
|
Verified
Not enough data
9.1
145
|
Verified
Not enough data
8.5
68
Not enough data
Management Tools
9.1
148
|
Verified
Not enough data
8.9
147
|
Verified
Not enough data
9.0
134
|
Verified
Not enough data
Generative AI
8.0
75
Not enough data
8.3
73
Not enough data
Agentic AI - Incident Management
8.3
59
Not enough data
8.4
59
Not enough data
8.5
58
Not enough data
8.6
59
Not enough data
8.6
59
Not enough data
8.6
59
Not enough data
8.5
59
Not enough data
Conversational Platform
Not enough data
8.5
65
Not enough data
8.8
60
Not enough data
8.7
60
Not enough data
8.6
62
Support Automation
Not enough data
8.5
62
Not enough data
8.9
60
Not enough data
8.8
59
Not enough data
8.7
64
Generative AI
Not enough data
8.5
17
Not enough data
8.7
17
Generative AI
Not enough data
8.6
26
Self-Service Experience
Not enough data
8.7
97
Not enough data
8.6
95
Not enough data
8.5
95
Not enough data
8.3
93
Not enough data
8.4
101
Self-Service Platform
Not enough data
8.6
98
Not enough data
8.7
100
Not enough data
8.4
97
Not enough data
8.4
98
Agentic AI - Customer Self-Service
Not enough data
8.3
10
Not enough data
9.0
10
Not enough data
8.8
10
Not enough data
9.2
10
Not enough data
9.2
10
Not enough data
8.5
10
Not enough data
8.8
10
Generative AI
Not enough data
9.3
16
Not enough data
9.4
16
Generative AI
8.2
24
Not enough data
Agentic AI - IT Alerting
8.4
23
Not enough data
8.8
23
Not enough data
9.1
23
Not enough data
8.6
23
Not enough data
8.6
23
Not enough data
8.8
23
Not enough data
8.8
23
Not enough data
Incident Management
8.7
305
Not enough data
8.8
314
Not enough data
8.8
324
Not enough data
8.4
279
Not enough data
8.5
275
Not enough data
Reporting
8.5
308
Not enough data
8.4
301
Not enough data
8.2
231
Not enough data
Access & Usability
8.1
227
Not enough data
8.6
275
Not enough data
8.5
236
Not enough data
8.4
231
Not enough data
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
74
Not enough data
Categories
Categories
Shared Categories
Jira Service Management and SAP Service Cloud are categorized as Help Desk
Unique Categories
Jira Service Management is categorized as IT Service Management (ITSM) Tools, Incident Management, Service Desk, and IT Alerting
SAP Service Cloud is categorized as Digital Customer Service Platforms, Conversational Support, and Customer Self-Service
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SAP Service Cloud
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
4.7%
Internet
4.6%
Telecommunications
3.3%
Other
40.3%
Information Technology and Services
23.8%
Computer Software
9.9%
Accounting
4.9%
Telecommunications
3.6%
Computer & Network Security
3.6%
Other
54.3%
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
Timer?
1 Comment
SH
Yes it's based on work flow status, if your looking to do time sheet / manual stop start based on actual work you can use Tempo Time plugin. But for SLA...Read more
SAP Service Cloud has no discussions with answers
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