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Compare Jira Service Management and SAP Solution Manager 
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At a Glance
Market Segments
Mid-Market (42.9% of reviews)
Enterprise (63.6% of reviews)
Entry-Level Pricing
0/agent/month
No pricing available
Jira Service Management
Star Rating
(954)4.3 out of 5
Market Segments
Mid-Market (42.9% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansSAP Solution Manager
Star Rating
(15)3.9 out of 5
Market Segments
Enterprise (63.6% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
No pricing available
Learn more about SAP Solution ManagerSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Jira Service Management excels in ticket creation user experience with a score of 8.9, while SAP Solution Manager falls short in this area, leading to a less intuitive process for users.
- Reviewers mention that the workflow capabilities in Jira Service Management are rated at 8.7, providing a more streamlined approach to managing tickets compared to SAP Solution Manager, which has a lower score in this category.
- G2 users highlight the superior automation features in Jira Service Management, particularly in automating ticket routing and prioritization, both rated at 8.7, which enhances efficiency in incident management.
- Users on G2 appreciate the quality of support provided by Jira Service Management, scoring it at 8.2, while SAP Solution Manager's support is rated lower at 7.0, indicating a potential gap in user assistance.
- Reviewers say that the reporting and analytics features in Jira Service Management, with a score of 8.9, offer more robust insights compared to SAP Solution Manager, which has a score of 8.5, making it easier for teams to track performance and metrics.
- Users report that the mobile user support in Jira Service Management, rated at 7.6, is more user-friendly compared to SAP Solution Manager, which may hinder accessibility for on-the-go users.
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 Solution Manager
No pricing availableFree Trial
Jira Service Management
Free Trial is available
SAP Solution Manager
No trial information availableRatings
Meets Requirements
8.7
844
8.5
10
Ease of Use
8.2
851
6.7
10
Ease of Setup
8.0
459
Not enough data
Ease of Admin
8.0
362
Not enough data
Quality of Support
8.4
728
7.0
10
Has the product been a good partner in doing business?
8.7
339
Not enough data
Product Direction (% positive)
8.7
813
10.0
9
Features by Category
Ticket and Case Management
9.0
82
Not enough data
9.0
80
Not enough data
8.9
81
Not enough data
8.9
79
Not enough data
8.8
78
Not enough data
8.8
80
Not enough data
9.2
79
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
86
Not enough data
8.8
83
Not enough data
8.7
83
Not enough data
8.7
80
Not enough data
Administration
8.9
165
|
Verified
8.7
9
|
Verified
8.5
159
|
Verified
7.5
8
|
Verified
8.9
171
|
Verified
8.5
8
|
Verified
Service Desk
8.9
177
|
Verified
7.1
7
|
Verified
8.8
177
|
Verified
7.6
7
|
Verified
8.8
176
|
Verified
8.3
8
|
Verified
Management
9.0
153
|
Verified
Not enough data
8.9
147
|
Verified
Not enough data
8.7
148
|
Verified
Not enough data
8.6
144
|
Verified
Not enough data
8.6
139
|
Verified
Not enough data
Functionality
9.2
159
|
Verified
Not enough data
8.8
149
Not enough data
8.7
154
|
Verified
9.0
5
|
Verified
8.9
152
|
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
80
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
149
|
Verified
Not enough data
9.0
148
|
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
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 Solution Manager are categorized as IT Service Management (ITSM) Tools
Unique Categories
Jira Service Management is categorized as Incident Management, Service Desk, IT Alerting, and Help Desk
SAP Solution Manager 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.)
SAP Solution Manager
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
4.5%
Telecommunications
3.2%
Other
40.3%
Information Technology and Services
18.2%
Oil & Energy
9.1%
Marketing and Advertising
9.1%
Management Consulting
9.1%
Hospital & Health Care
9.1%
Other
45.5%
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 Solution Manager has no discussions with answers
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