Compare Jira Service Management and SolarWinds Service Desk 
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At a Glance
Market Segments
Mid-Market (42.8% of reviews)
Mid-Market (68.5% of reviews)
Entry-Level Pricing
0/agent/month
$39.00 Per Month
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 plansSolarWinds Service Desk
Star Rating
(764)4.3 out of 5
Market Segments
Mid-Market (68.5% of reviews)
Entry-Level Pricing
$39.00 Per Month
Free Trial is available
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that SolarWinds Service Desk excels in its Ease of Use with a score of 9.0, making it more intuitive for new users compared to Jira Service Management, which scored 8.1. Reviewers mention that the user-friendly interface significantly reduces the learning curve.
- Reviewers mention that Jira Service Management shines in Ticket Response User Experience, scoring 9.2, while SolarWinds Service Desk scored 8.2. Users appreciate the quick response times and streamlined ticket handling in Jira, which enhances overall efficiency.
- G2 users highlight that SolarWinds Service Desk offers superior Quality of Support with a score of 8.9, compared to Jira's 8.2. Reviewers say that the support team is responsive and helpful, which is crucial for businesses relying on timely assistance.
- Users on G2 report that Jira Service Management has a more robust Workflow feature, scoring 8.7 against SolarWinds' 8.1. Reviewers mention that the customizable workflows in Jira allow for better alignment with specific business processes.
- Reviewers mention that SolarWinds Service Desk provides a better Change Management experience, scoring 8.7 compared to Jira's 9.0. Users appreciate the structured approach to managing changes, which minimizes disruptions in service delivery.
- Users say that both products offer solid Reporting capabilities, but Jira Service Management edges out with a score of 9.1 versus SolarWinds' 8.3. Reviewers report that the dashboards in Jira are more visually appealing and easier to interpret, aiding in decision-making.
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.
SolarWinds Service Desk
ESSENTIALS
$39.00
Per Month
For Growing Teams
- Essentials Includes:
- Chat Support
- Service Catalog
Free Trial
Jira Service Management
Free Trial is available
SolarWinds Service Desk
Free Trial is available
Ratings
Meets Requirements
8.7
840
8.6
691
Ease of Use
8.2
847
9.0
692
Ease of Setup
8.0
455
8.6
567
Ease of Admin
8.0
358
8.9
580
Quality of Support
8.4
724
8.9
665
Has the product been a good partner in doing business?
8.7
335
9.0
560
Product Direction (% positive)
8.7
809
9.0
675
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
8.7
106
|
Verified
8.5
159
|
Verified
8.5
110
|
Verified
8.9
170
|
Verified
8.4
120
|
Verified
Service Desk
8.9
176
|
Verified
9.3
127
|
Verified
8.8
176
|
Verified
9.2
126
|
Verified
8.8
175
|
Verified
8.7
120
|
Verified
Management
9.0
152
|
Verified
8.2
67
|
Verified
8.9
147
|
Verified
8.8
66
|
Verified
8.7
148
|
Verified
8.5
65
|
Verified
8.6
143
|
Verified
8.1
57
|
Verified
8.6
139
|
Verified
7.5
48
|
Verified
Functionality
9.1
157
|
Verified
9.1
71
|
Verified
8.8
149
8.2
55
|
Verified
8.7
154
|
Verified
8.7
62
|
Verified
8.9
151
|
Verified
8.1
65
|
Verified
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
8.4
77
|
Verified
9.0
149
|
Verified
8.5
86
|
Verified
9.1
146
|
Verified
8.8
91
|
Verified
8.5
69
4.3
10
Management Tools
9.1
148
|
Verified
9.0
97
|
Verified
8.9
147
|
Verified
8.7
98
|
Verified
9.0
135
|
Verified
8.4
84
|
Verified
Generative AI
8.0
76
5.9
25
8.3
74
6.4
25
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
Asset Inventory
Not enough data
8.5
63
Not enough data
8.3
62
Not enough data
8.1
50
Not enough data
8.0
50
Not enough data
8.0
60
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Agentic AI - IT Asset Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
8.6
65
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.2
55
Functionality
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Software Asset Management Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Risk assessment
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
8.6
428
8.8
313
8.6
424
8.8
323
8.8
458
8.4
278
8.3
412
8.5
275
8.5
396
Reporting
8.5
307
8.4
445
8.4
301
8.2
356
8.2
231
8.1
330
Access & Usability
8.1
227
7.2
359
8.6
274
8.5
400
8.5
236
8.3
340
8.4
231
8.5
277
Agentic AI - Service Desk
8.2
74
4.6
13
8.2
74
5.9
13
8.2
71
5.6
13
8.5
74
5.3
13
8.2
73
5.9
13
8.4
74
5.8
13
8.5
73
5.4
13
Categories
Categories
Shared Categories
Jira Service Management and SolarWinds Service Desk are categorized as IT Service Management (ITSM) Tools, Incident Management, and Service Desk
Unique Categories
Jira Service Management is categorized as IT Alerting and Help Desk
SolarWinds Service Desk is categorized as IT Asset Management and Software Asset Management Tools
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SolarWinds Service Desk
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
12.9%
Hospital & Health Care
7.6%
Higher Education
4.9%
Education Management
4.8%
Financial Services
4.2%
Other
65.6%
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
Windows Installer
1 Comment
JB
This one is easy. When Samanage became Solarwinds we quit using the product and went elsewhere.
Samanage had an EXE and an ISO. I'm none to interested in...Read more
How do I upload a solution article using tablets or phones?
1 Comment
DL
Unfortunately, we can’t create Solutions from the mobile app.
Read more
SolarWinds Service Desk has no more discussions with answers
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