Jira Service Management vs SolarWinds Service Desk
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Jira Service Management offers more features (61 vs 48) and fewer integrations (11 vs 15). Starting price: Jira Service Management at $20/mo vs SolarWinds Service Desk at Contact Sales. Jira Service Management has 59 unique features while SolarWinds Service Desk has 46 unique features, with 2 features in common.
| Jira Service Management | SolarWinds Service Desk | |
|---|---|---|
| Category | IT Service Management | IT Service Management |
| Total Features | 61 | 48 |
| AI-Powered Features | 10 | 9 |
| Starting Price | $20/mo | Contact Sales |
| Pricing Tiers | 4 | 3 |
| Integrations | 11 | 15 |
| Shared Features | 2 | |
| Shared Integrations | 2 | |
| Data Quality | 95% | 85% |
Feature Comparison by Category
AI (6 vs 8)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| 24/7 Self-Service AI Teammates | ||
| AI-Powered Request Triage | ||
| AI-Powered Virtual Service Agent | ||
| Assisted Response | ||
| Auto Categorization | ||
| Rovo Agents | ||
| Rovo Search and Chat | ||
| Sentiment Analysis | ||
| Smart Context with Teamwork Graph | ||
| Smart Suggestions | ||
| SolarWinds AI | ||
| SolarWinds AI Premier | ||
| Virtual Agent | ||
| Virtual Agent Premier |
AIOps (4 vs 0)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| AI Incident Creation | ||
| AI Post-Incident Reviews | ||
| AI Risk Assessment | ||
| Alert Grouping |
Administration (2 vs 2)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Advanced Admin Controls | ||
| Custom Roles | ||
| Groups | ||
| Multiple Sites |
Analytics (2 vs 0)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Atlassian Analytics and Data Lake | ||
| Cross-product Insights |
Asset Management (4 vs 7)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Asset and Configuration Management | ||
| Asset and Service Repository | ||
| Contract Management | ||
| Full Coverage Tracking | ||
| IT Asset Management | ||
| License Compliance | ||
| License Management | ||
| Network Discovery | ||
| Network Discovery & Reporting | ||
| Service Dependency Management | ||
| Service Registry |
Automation (1 vs 2)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Advanced Automations | ||
| Runbooks | ||
| Unlimited Automations |
Change Management (5 vs 2)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Centralized Documentation | ||
| Change Audit History | ||
| Change Calendar | ||
| Change Management Configuration | ||
| Change Risk Assessment | ||
| Deployment Gating with CI/CD Tools | ||
| Deployment Tracking |
Collaboration (1 vs 1)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Dev and Ops Collaboration | ||
| Live Collaboration |
Communication (2 vs 1)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Multi-channel Engagement | ||
| Status Pages | ||
| Unlimited Email Notifications |
Configuration Management (0 vs 5)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Asset-Incident Correlation | ||
| Configuration Management Database (CMDB) | ||
| Dependency Mapping | ||
| Impact Analysis | ||
| Visual CMDB |
Core ITSM (6 vs 2)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Asset Management | ||
| Change Management | ||
| Configuration Management | ||
| Incident Management | ||
| Problem Management | ||
| Request Management |
Customization (0 vs 1)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Custom Fields and Forms |
Data Management (1 vs 0)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Alert Data Retention |
Incident Management (9 vs 0)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Active Incident Monitoring | ||
| Advanced Incident and Problem Management | ||
| Alert Notifications and Routing | ||
| Alerts and On-Call Schedules | ||
| Incident Stakeholder Communication | ||
| Incident Template | ||
| Major Incident Escalation | ||
| On-Call Schedule Management | ||
| Real-time Incident Monitoring |
Integration (5 vs 1)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| 1,000+ Marketplace Apps and Integrations | ||
| API Access | ||
| Chat Integration | ||
| Integrations for ChatOps and Monitoring | ||
| Link Requests to Jira Issues | ||
| Rich APIs |
Knowledge Management (3 vs 1)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Custom-Branded Help Center | ||
| Embedded Knowledge Base | ||
| Knowledge Base | ||
| Multiple Help Centers |
Localization (1 vs 1)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Internationalization | ||
| Multi-language Support |
Maintenance (0 vs 1)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Product Updates |
Mobile (1 vs 0)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Mobile App |
Platform (1 vs 0)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Service Collection |
Reporting (1 vs 1)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Default and Customizable Reports | ||
| Scheduled Reports |
Request Management (2 vs 0)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Customizable Forms and Workflows | ||
| Multi-channel Support |
Scalability (0 vs 1)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Unlimited Requestors |
Security (3 vs 2)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Audit Logs | ||
| Data Center Selection | ||
| Enterprise-grade Identity and Access Management | ||
| Multi-Factor Authentication (MFA) | ||
| Multi-region Data Residency |
Service Management (0 vs 4)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Enterprise Service Management | ||
| Service Catalog | ||
| Service Level Agreement (SLA) | ||
| Unified Service Provider |
Support (0 vs 4)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| 24/7 Live Chat Support | ||
| Advanced Support | ||
| Chat, Phone and Email Support | ||
| Email and Community Support |
Templates (1 vs 0)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| ESM Templates |
User Experience (0 vs 1)
| Feature | Jira Service Management | SolarWinds Service Desk |
|---|---|---|
| Service Portal |
Unique Features
Only in Jira Service Management (59)
Advanced Admin Controls
Multiple Sites
24/7 Self-Service AI Teammates
AI-Powered Request Triage
AI-Powered Virtual Service Agent
Rovo Agents
Rovo Search and Chat
Smart Context with Teamwork Graph
AI Incident Creation
AI Post-Incident Reviews
AI Risk Assessment
Alert Grouping
Atlassian Analytics and Data Lake
Cross-product Insights
Asset and Configuration Management
Asset and Service Repository
Service Dependency Management
Service Registry
Unlimited Automations
Change Calendar
+ 39 more unique features
Only in SolarWinds Service Desk (46)
Custom Roles
Groups
Assisted Response
Auto Categorization
Sentiment Analysis
Smart Suggestions
SolarWinds AI
SolarWinds AI Premier
Virtual Agent
Virtual Agent Premier
Contract Management
Full Coverage Tracking
IT Asset Management
License Compliance
License Management
Network Discovery
Network Discovery & Reporting
Advanced Automations
Runbooks
Centralized Documentation
+ 26 more unique features
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