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Compare Jira Service Management and xMatters 
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At a Glance
Market Segments
Mid-Market (42.9% of reviews)
Enterprise (64.4% of reviews)
Entry-Level Pricing
0/agent/month
Free 10 Users Per Month
Jira Service Management
Star Rating
(955)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 plansxMatters
Star Rating
(702)4.5 out of 5
Market Segments
Enterprise (64.4% of reviews)
Pros & Cons
Entry-Level Pricing
Free 10 Users Per Month
Free Trial is available
Learn more about xMattersSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Jira Service Management excels in its integration with the Atlassian suite, making it a favorite for teams already using other Atlassian products. Users appreciate the ease of tracking the development lifecycle and managing tasks, which enhances collaboration across IT and non-IT teams.
- Users say that xMatters shines in its automation capabilities and workflow management. Reviewers highlight the simplicity of automating workflows and the smooth flow of notifications during critical incidents, which helps teams respond quickly and efficiently.
- According to verified reviews, Jira Service Management has a strong focus on user experience, with many users noting its intuitive interface. However, some users mention that it can struggle to meet specific workflow needs, indicating potential configuration challenges for more complex environments.
- Reviewers mention that xMatters offers a robust alerting system, with timely notifications being a standout feature. Users appreciate the ability to track the history of technical issues, which helps avoid repetitive problems and enhances overall incident management.
- G2 reviewers highlight that while Jira Service Management has a solid support system, xMatters outperforms it in terms of quality of support and implementation experience. Users of xMatters report a smoother implementation process, which can be crucial for teams looking to minimize downtime during setup.
- Users report that both products have their strengths, but xMatters tends to cater more towards enterprise-level needs, as reflected in its higher market presence among larger organizations. This focus may benefit teams that require extensive integration options and advanced alerting features.
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.
xMatters
Free
Free
10 Users Per Month
Helps small teams automate away issues - for free
- Global on-call scheduling
- Manage shifts
- On-Call Reminders
Free Trial
Jira Service Management
Free Trial is available
xMatters
Free Trial is available
Ratings
Meets Requirements
8.7
845
9.1
498
Ease of Use
8.2
852
8.8
514
Ease of Setup
8.0
460
8.8
292
Ease of Admin
8.0
364
8.8
182
Quality of Support
8.4
729
9.1
423
Has the product been a good partner in doing business?
8.7
341
9.3
174
Product Direction (% positive)
8.7
814
9.2
483
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
Not enough data
8.5
159
|
Verified
Not enough data
8.9
171
|
Verified
Not enough data
Service Desk
8.9
177
|
Verified
Not enough data
8.8
177
|
Verified
Not enough data
8.8
176
|
Verified
Not enough data
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
Not enough data
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
9.3
295
9.0
149
|
Verified
9.5
320
|
Verified
9.1
146
|
Verified
9.1
298
|
Verified
8.5
69
7.9
21
Management Tools
9.1
149
|
Verified
9.1
289
9.0
148
|
Verified
9.1
291
|
Verified
9.0
135
|
Verified
9.0
274
|
Verified
Generative AI
8.0
76
8.5
71
8.3
74
8.6
73
Agentic AI - Incident Management
8.3
60
7.0
16
8.4
60
7.1
12
8.5
59
8.6
21
8.6
60
8.1
15
8.6
60
6.9
12
8.6
60
7.3
13
8.5
60
7.3
15
ServiceNow Apps
Not enough data
9.3
73
Not enough data
9.4
73
Agentic AI - ServiceNow Store Apps
Not enough data
8.8
7
Not enough data
7.9
7
Not enough data
8.8
7
Not enough data
8.6
6
Generative AI
8.3
25
Feature Not Available
Agentic AI - IT Alerting
8.4
24
Feature Not Available
8.7
24
Feature Not Available
9.0
24
7.5
10
8.5
24
Feature Not Available
8.5
24
Feature Not Available
8.7
24
Feature Not Available
8.7
24
Feature Not Available
Incident Management
8.7
306
Not enough data
8.8
314
Not enough data
8.8
324
Not enough data
8.4
280
Not enough data
8.5
276
Not enough data
Reporting
8.5
309
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
276
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 xMatters are categorized as Incident Management and IT Alerting
Unique Categories
Jira Service Management is categorized as IT Service Management (ITSM) Tools, Service Desk, and Help Desk
xMatters is categorized as ServiceNow Store Apps
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
xMatters
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
20.4%
Financial Services
9.1%
Computer Software
7.4%
Hospital & Health Care
6.5%
Banking
5.1%
Other
51.5%
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
What is xMatters Flow Designer?
1 Comment
Official Response from xMatters
Flow Designer is a visual workflow builder for incident management. With it, our customers can easily orchestrate communication across their enterprise...Read more
Is Flow Designer available for all customer subscription levels, including Free?
1 Comment
Official Response from xMatters
Yes, Flow Designer is available for all product tiers at no additional charge: Free, Starter, Base,& Advanced.We want every customer to get the most value...Read more
Who is xMatters?
1 Comment
Official Response from xMatters
xMatters is a digital service availability platform that helps enterprises prevent, manage, and resolve IT incidents. Organizations rely on xMatters to...Read more
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