MS SCSM VS Atlasian JIRA Service Desk

Overview This is built on Atlassians JIRA workflow engine, JIRA Service Desk offers a collaborative, agile platform and knowledge base that’s low cost, easy to set up. Tool OOTB not fully ITIL compliant This is a product from Microsoft and come with System Center suite. Currently this is in its 3rd generation. Tool OOTB is MOF and ITIL compliant. Offers greater flexibility in terms of integration with other system center and MS products
Ease of use Easy to set up and use. However limited OOTB capabilities, needs a lot of customizations. Easy to set up and use, 2016 edition has better UI experience that previous versions. Also third part applications like ItnetX SCSM Portal, and Cireson SCSM Portal increases UI experience
ITIL Process OOTB only Incident and service request Management, rest modules can be built. However requires effort. OOTB has Incident, service catalogue, change, problem, request fulfillment, release management process
Scalability At the very begining you need to decide what are the features that you will use as this related to design of the solution. Scalability is biggest advantage of SCSM, you can easily scale horizontally or vertically based on your needs.
Automation Capabilities Limited, when it comes to outside Atlasion solutions Enhanced automation capabilities with System center and other MS products like SharePoint, Exchange, AD and other third party products. Need to use System center orchestrator and other third party adapters from Kelverion
Licensing Costs < US$ 40,000 (Approx., will vary based on region) Licensing is based on core so it depends upon your infrastructure sizing
Hardware costs Runs on most VMs technology like VM ware, Hyper-V, Oracle VM Runs on most VMs technology like VM ware, Hyper-V, Oracle VM
Resource costs Medium Low, Tool is very ease to use, however development costs are high
Company Size SME SME
Support Costs Low Low

Author: tadgata

ITSM & System Center Consultant. Have experience on BMC Remedy, CA SDM, Service Now, and Microsoft system center tools including SCSM, SCOM, SCCM, SCORC, SCVMM.

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