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Compare Jira Service Management and SAP Solution Manager 
Featured Products
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Enterprise (63.6% of reviews)
Entry-Level Pricing
0/agent/month
No pricing available
Jira Service Management
Star Rating
(961)4.3 out of 5
Market Segments
Mid-Market (42.7% 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.
- G2 reviewers report that Jira Service Management excels in user satisfaction, boasting a significantly higher overall score compared to SAP Solution Manager. Users appreciate its ease of use, particularly highlighting how both IT and non-IT teams can effectively provide customer support through its intuitive interface.
- According to verified reviews, Jira Service Management has a robust implementation process, with users noting that it is easy to track the development lifecycle and manage bugs and assigned tasks. In contrast, SAP Solution Manager, while offering a range of features, has received mixed feedback regarding its setup and configuration, which some users find less straightforward.
- Users say that Jira Service Management's integration with the Atlassian suite is a standout feature, allowing teams to leverage a variety of tools seamlessly. This integration is often cited as a significant advantage over SAP Solution Manager, which, although it integrates well with other tools, does not have the same level of ecosystem support.
- Reviewers mention that while SAP Solution Manager is recognized for its affordability and comprehensive features like documentation management and ticketing, it falls short in overall user satisfaction compared to Jira Service Management. Users appreciate the extensive knowledge base and process management capabilities of SAP, but they often find the user experience less engaging.
- G2 reviewers highlight that Jira Service Management offers superior support quality, with users rating it highly for responsiveness and helpfulness. In contrast, SAP Solution Manager's support has received lower ratings, indicating that users may experience challenges in getting timely assistance when needed.
- According to recent user feedback, Jira Service Management is praised for its reporting and analytics capabilities, which help teams make informed decisions. Users find these features intuitive and effective, while SAP Solution Manager, despite having similar functionalities, does not receive the same level of acclaim for its reporting tools.
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
851
8.5
10
Ease of Use
8.2
858
6.7
10
Ease of Setup
8.0
464
Not enough data
Ease of Admin
8.0
366
Not enough data
Quality of Support
8.4
734
7.0
10
Has the product been a good partner in doing business?
8.7
343
Not enough data
Product Direction (% positive)
8.7
820
10.0
9
Features by Category
Ticket and Case Management
9.0
82
Not enough data
9.0
80
Not enough data
8.9
83
Not enough data
8.9
79
Not enough data
8.8
80
Not enough data
8.8
80
Not enough data
9.2
80
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
81
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
86
Not enough data
8.9
87
Not enough data
8.8
83
Not enough data
8.7
83
Not enough data
8.7
80
Not enough data
Administration
8.9
166
|
Verified
8.7
9
|
Verified
8.5
160
|
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
178
|
Verified
8.3
8
|
Verified
Management
9.0
154
|
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
154
|
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
81
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
307
Not enough data
8.8
315
Not enough data
8.8
325
Not enough data
8.5
281
Not enough data
8.5
276
Not enough data
Reporting
8.5
310
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
277
Not enough data
8.5
236
Not enough data
8.4
232
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
31.0%
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
What is Jira Service Management used for?
2 Comments
SP
the tool is basically used for ticketing the IR or the Incident management processRead 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
SAP Solution Manager has no discussions with answers
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