# Jira Service Management vs Xurrent ITSM Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Jira Service Management excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Xurrent ITSM. Users appreciate its **intuitive ticket management** and **workflow automation** , which streamline IT service operations effectively.
- **According to verified reviews** , Xurrent ITSM is praised for its **intuitive user interface** and **ease of configuration** , making it a user-friendly option for teams. However, it lacks the extensive user feedback and recent activity that Jira Service Management enjoys, which may impact its perceived reliability.
- **Users say** that Jira Service Management offers robust **visibility and transparency** in project tracking, allowing teams to monitor tasks and issues in real-time. This feature is particularly beneficial for organizations managing complex projects, as highlighted by a user who successfully orchestrated a digital transformation project using the platform.
- **Reviewers mention** that while Xurrent ITSM provides a clear interface and effective reporting for incident and change management, it does not match the comprehensive feature set of Jira Service Management, which includes customizable service desks and seamless integration with the Atlassian ecosystem.
- **G2 reviewers highlight** that Jira Service Management's strong support and community engagement contribute to a smoother implementation process, with many users noting the platform's **quick onboarding** and helpful resources, which can be a significant advantage for teams new to IT service management.
- **Users report** that while both platforms have their strengths, Jira Service Management's higher ratings in areas like **ticket accuracy** and **timely alerts** suggest it may be better suited for organizations that prioritize precise incident management and proactive communication.



| | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 987 | 87 | 
| **Largest Market Segment** | Mid-Market (42.9% of reviews) | Enterprise (54.3% of reviews) | 
| **Entry Level Price** | 0/agent/month   | No pricing available | 

---
## Top Pros & Cons

### Jira Service Management

Pros:
- Ease of Use (49 reviews)
- Integrations (33 reviews)

Cons:
- Learning Curve (35 reviews)
- Complexity (29 reviews)

### Xurrent ITSM

Pros:
- Ease of Use (5 reviews)
- Service Management (5 reviews)

Cons:
- Limited Features (3 reviews)
- Missing Features (3 reviews)

---
## Ratings Comparison
| Rating | Jira Service Management | Xurrent ITSM | 
|---|---|---|
  | **Meets Requirements** | 8.8 (873 reviews) | 8.9 (69 reviews) | 
  | **Ease of Use** | 8.2 (880 reviews) | 9.1 (70 reviews) | 
  | **Ease of Setup** | 8.0 (486 reviews) | 8.7 (49 reviews) | 
  | **Ease of Admin** | 8.0 (367 reviews) | 8.6 (48 reviews) | 
  | **Quality of Support** | 8.4 (756 reviews) | 9.1 (68 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (344 reviews) | 9.2 (47 reviews) | 
  | **Product Direction (% positive)** | 8.7 (838 reviews) | 9.8 (64 reviews) | 

---
## Pricing

### Jira Service Management

#### Entry-Level Pricing

Plan: Free

Price: 0 /agent/month  

Description: For small teams starting with a service desk. Up to 3 agents for free. 


[Browse all 4 editions](https://www.g2.com/products/jira-service-management/pricing)

#### Free Trial

Yes

### Xurrent ITSM

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.6/10 | 107 |
| **Xurrent ITSM** | N/A | N/A |

#### Ticket and Case Management

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Ticket creation user experience** | 9.0 (86 reviews) | Not enough data | 
| **Ticket response user experience** | 9.1 (81 reviews) | Not enough data | 
| **Workflow** | 8.9 (87 reviews) | Not enough data | 
| **Response Automation** | 8.9 (81 reviews) | Not enough data | 
| **SLA Management** | 8.8 (85 reviews) | Not enough data | 
| **Attachments/Screencasts** | 8.8 (84 reviews) | Not enough data | 
| **Ticket Collaboration** | 9.2 (81 reviews) | Not enough data | 
| **Customer and Contacts Database** | 8.5 (78 reviews) | Not enough data | 

#### Generative AI

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **AI Text Generation** | 8.0 (55 reviews) | Not enough data | 
| **AI Text Summarization** | 7.9 (54 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (41 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (40 reviews) | Not enough data | 
| **Proactive Assistance** | 8.3 (40 reviews) | Not enough data | 

#### Communication Channels

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Customer Portal** | 8.9 (81 reviews) | Not enough data | 
| **Email to Case** | 8.9 (80 reviews) | Not enough data | 
| **Chat/Live Support** | 8.3 (75 reviews) | Not enough data | 
| **Social Integration** | 8.1 (71 reviews) | Not enough data | 
| **Voice** | 7.9 (68 reviews) | Not enough data | 

#### Platform

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Mobile User Support** | 8.1 (85 reviews) | Not enough data | 
| **Customization ** | 8.4 (87 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.9 (92 reviews) | Not enough data | 
| **Integration** | 8.8 (87 reviews) | Not enough data | 
| **Reporting** | 8.7 (86 reviews) | Not enough data | 
| **Dashboards** | 8.6 (84 reviews) | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.7/10 | 206 |
| **Xurrent ITSM** | 8.4/10 | 45 |

#### Administration

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Change Management** | 8.9 (166 reviews) ✓ Verified | 8.6 (41 reviews) | 
| **Asset Management** | 8.5 (161 reviews) ✓ Verified | 8.1 (40 reviews) | 
| **Reports & Analytics** | 8.9 (173 reviews) ✓ Verified | 8.2 (42 reviews) | 

#### Service Desk

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Help Desk** | 8.9 (178 reviews) ✓ Verified | 8.8 (42 reviews) | 
| **Incident Reports** | 8.8 (178 reviews) ✓ Verified | 8.4 (42 reviews) | 
| **Process Workflow** | 8.8 (181 reviews) ✓ Verified | 8.8 (42 reviews) | 

#### Management

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Reporting** | 9.0 (155 reviews) ✓ Verified | 8.3 (40 reviews) | 
| **Administration Console** | 8.9 (147 reviews) ✓ Verified | 8.9 (38 reviews) | 
| **Access Management** | 8.7 (149 reviews) ✓ Verified | 8.6 (33 reviews) | 
| **Asset Management** | 8.6 (145 reviews) ✓ Verified | 8.5 (36 reviews) | 
| **Policy Dictation** | 8.6 (139 reviews) ✓ Verified | 8.0 (32 reviews) | 

#### Functionality

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Ticketing System** | 9.2 (162 reviews) ✓ Verified | 9.3 (42 reviews) | 
| **Performance Logging** | 8.8 (151 reviews) | 7.7 (33 reviews) | 
| **Alerting** | 8.7 (154 reviews) ✓ Verified | 8.0 (34 reviews) | 
| **Automation** | 8.9 (155 reviews) ✓ Verified | 8.5 (41 reviews) | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (80 reviews) | Not enough data | 
| **Multi-step Planning** | 8.5 (79 reviews) | Not enough data | 
| **Cross-system Integration** | 8.4 (82 reviews) | Not enough data | 
| **Adaptive Learning** | 8.3 (79 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.3 (80 reviews) | Not enough data | 
| **Proactive Assistance** | 8.1 (80 reviews) | Not enough data | 
| **Decision Making** | 8.3 (81 reviews) | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.7/10 | 166 |
| **Xurrent ITSM** | 8.5/10 | 44 |

#### Monitoring

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Constant Monitoring** | 8.9 (145 reviews) ✓ Verified | 7.1 (36 reviews) | 
| **Timely Alerts** | 9.0 (149 reviews) ✓ Verified | 8.5 (37 reviews) | 
| **TIcket Accuracy** | 9.1 (147 reviews) ✓ Verified | 8.4 (40 reviews) | 
| **AI Monitoring** | 8.5 (70 reviews) | Not enough data | 

#### Management Tools

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Ticket Assignment** | 9.1 (150 reviews) ✓ Verified | 9.0 (42 reviews) | 
| **Standardization** | 9.0 (148 reviews) ✓ Verified | 8.9 (39 reviews) | 
| **Lifecycle Visualization** | 9.0 (136 reviews) ✓ Verified | 8.5 (40 reviews) | 

#### Generative AI

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **AI Text Generation** | 8.0 (76 reviews) | 8.7 (13 reviews) | 
| **AI Text Summarization** | 8.3 (74 reviews) | 8.9 (12 reviews) | 

#### Agentic AI - Incident Management

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (60 reviews) | Not enough data | 
| **Multi-step Planning** | 8.4 (60 reviews) | Not enough data | 
| **Cross-system Integration** | 8.5 (59 reviews) | Not enough data | 
| **Adaptive Learning** | 8.6 (60 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.6 (60 reviews) | Not enough data | 
| **Proactive Assistance** | 8.6 (60 reviews) | Not enough data | 
| **Decision Making** | 8.5 (60 reviews) | Not enough data | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.6/10 | 25 |
| **Xurrent ITSM** | N/A | N/A |

#### Generative AI

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **AI Text Generation** | 8.3 (25 reviews) | Not enough data | 

#### Agentic AI - IT Alerting

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Autonomous Task Execution** | 8.4 (24 reviews) | Not enough data | 
| **Multi-step Planning** | 8.7 (24 reviews) | Not enough data | 
| **Cross-system Integration** | 9.0 (24 reviews) | Not enough data | 
| **Adaptive Learning** | 8.5 (24 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (24 reviews) | Not enough data | 
| **Proactive Assistance** | 8.7 (24 reviews) | Not enough data | 
| **Decision Making** | 8.7 (24 reviews) | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.5/10 | 369 |
| **Xurrent ITSM** | 8.3/10 | 51 |

#### Incident Management

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Automate Ticket Routing** | 8.7 (312 reviews) | 8.6 (49 reviews) | 
| **Ticket Prioritization** | 8.8 (315 reviews) | 8.3 (47 reviews) | 
| **Ticket Notifications** | 8.8 (329 reviews) | 8.1 (50 reviews) | 
| **Knowledge Base** | 8.5 (281 reviews) | 8.5 (48 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.5 (275 reviews) | 8.6 (48 reviews) | 

#### Reporting

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Dashboards** | 8.5 (316 reviews) | 8.2 (47 reviews) | 
| **Time Tracking** | 8.4 (302 reviews) | 7.9 (49 reviews) | 
| **Surveys** | 8.2 (231 reviews) | 7.6 (38 reviews) | 

#### Access & Usability

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Mobile** | 8.1 (226 reviews) | 7.8 (44 reviews) | 
| **Self Service** | 8.6 (282 reviews) | 8.7 (48 reviews) | 
| **Active Directory** | 8.5 (236 reviews) | 8.4 (44 reviews) | 
| **Multi-Channel Access** | 8.4 (232 reviews) | 8.7 (35 reviews) | 

#### Agentic AI - Service Desk

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Autonomous Task Execution** | 8.2 (74 reviews) | Not enough data | 
| **Multi-step Planning** | 8.2 (73 reviews) | Not enough data | 
| **Cross-system Integration** | 8.4 (78 reviews) | Not enough data | 
| **Adaptive Learning** | 8.5 (73 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.3 (72 reviews) | Not enough data | 
| **Proactive Assistance** | 8.5 (74 reviews) | Not enough data | 
| **Decision Making** | 8.6 (73 reviews) | Not enough data | 

### Enterprise IT Management

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | N/A | N/A |
| **Xurrent ITSM** | 8.5/10 | 36 |

#### Analysis

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Threat Detection** | Not enough data | Feature Not Available | 

#### Platform

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Unified Communications Platform** | Not enough data | 8.9 (28 reviews) | 
| **Remote Access** | Not enough data | 8.5 (28 reviews) | 
| **ITIL Policy Compliance** | Not enough data | 8.8 (31 reviews) | 
| **Asset Tracking** | Not enough data | 8.2 (32 reviews) | 
| **IT Knowledge Management** | Not enough data | 8.5 (34 reviews) | 

#### Security

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Endpoint Protection** | Not enough data | 7.9 (25 reviews) | 
| **Patch Management** | Not enough data | 7.2 (24 reviews) | 
| **Disaster Recovery** | Not enough data | Feature Not Available | 
| **Service Management** | Not enough data | 9.3 (32 reviews) | 
| **Workflow Management** | Not enough data | 9.1 (34 reviews) | 

#### Agentic AI - Enterprise IT Management

| Feature | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (3):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Incident Management Software](https://www.g2.com/categories/incident-management), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to Jira Service Management (2):** [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Xurrent ITSM (1):** [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Jira Service Management | Xurrent ITSM | 
|---|---|---|
| **Small-Business** | 19.1% | 17.3% | 
| **Mid-Market** | 42.9% | 28.4% | 
| **Enterprise** | 38.0% | 54.3% | 

### By Industry

#### Jira Service Management

- **Information Technology and Services:** 30.7%
- **Computer Software:** 16.2%
- **Financial Services:** 4.9%
- **Internet:** 4.4%
- **Telecommunications:** 3.1%
- **Marketing and Advertising:** 2.9%
- **Banking:** 1.8%
- **Retail:** 1.8%
- **Computer & Network Security:** 1.7%
- **Hospital & Health Care:** 1.7%
- **Other:** 30.7%

#### Xurrent ITSM

- **Information Technology and Services:** 27.2%
- **Insurance:** 8.6%
- **Automotive:** 6.2%
- **Consulting:** 4.9%
- **Computer Software:** 4.9%
- **Hospital & Health Care:** 4.9%
- **Airlines/Aviation:** 3.7%
- **Banking:** 3.7%
- **Staffing and Recruiting:** 2.5%
- **Electrical/Electronic Manufacturing:** 2.5%
- **Other:** 30.9%

---
## Alternatives

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1880 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (783 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (748 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1205 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (963 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (293 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4391 reviews)

### Alternatives to Xurrent ITSM

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1880 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (748 reviews)
- [ServiceNow IT Operations Management](https://www.g2.com/products/servicenow-it-operations-management/reviews) — 4.4/5 stars (428 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4391 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (783 reviews)
- [ClickUp](https://www.g2.com/products/clickup/reviews) — 4.6/5 stars (12921 reviews)
- [ManageEngine Endpoint Central](https://www.g2.com/products/manageengine-endpoint-central/reviews) — 4.5/5 stars (1122 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1205 reviews)
- [Red Hat Ansible Automation Platform](https://www.g2.com/products/red-hat-ansible-automation-platform/reviews) — 4.6/5 stars (377 reviews)

---
## Top Discussions

### Jira Service Management

- Title: [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) — 2 comments, 1 upvote
  > **Top comment:** "the tool is basically used for ticketing the IR or the Incident management process"
- Title: [Is Jira a service management tool?](https://www.g2.com/discussions/is-jira-a-service-management-tool) — 2 comments
  > **Top comment:** "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..."
- Title: [What does Jira Service Desk do?](https://www.g2.com/discussions/what-does-jira-service-desk-do) — 1 comment
  > **Top comment:** "Connect with various spocs to solve a problem "
- Title: [What are the features of JIRA?](https://www.g2.com/discussions/jira-service-management-what-are-the-features-of-jira) — 1 comment
  > **Top comment:** "Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident,..."
- Title: [Is it possible to download all the attachments in the ticket when we extract any particular ticket?](https://www.g2.com/discussions/is-it-possible-to-download-all-the-attachments-in-the-ticket-when-we-extract-any-particular-ticket) — 1 comment, 1 upvote
  > **Top comment:** "Good day everyone on this platform I wanna use this medium to express how you can recover your lost fund from forex, binary options scam companies or fake..."

### Xurrent ITSM

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/jira-service-management-vs-xurrent-itsm)