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- Jira Service Management-vs-SAP Solution Manager
Compare Jira Service Management and SAP Solution Manager 
At a Glance
Market Segments
Mid-Market (40.5% of reviews)
Enterprise (63.6% of reviews)
Entry-Level Pricing
0/agent/month
No pricing available
Jira Service Management
Star Rating
(779)4.2 out of 5
Market Segments
Mid-Market (40.5% of reviews)
Entry-Level Pricing
0/agent/month
Browse all 4 pricing plansSAP Solution Manager
Star Rating
(15)3.9 out of 5
Market Segments
Enterprise (63.6% of reviews)
Entry-Level Pricing
No pricing available
Learn more about SAP Solution ManagerSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Jira Service Management excels in ticket creation user experience with a score of 8.9, while SAP Solution Manager falls short in this area, leading to a less intuitive process for users.
- Reviewers mention that the SLA Management feature in Jira Service Management is rated at 8.4, indicating a strong capability in managing service level agreements, whereas SAP Solution Manager's performance in this area is not as robust.
- G2 users highlight the superior ticket collaboration features in Jira Service Management, scoring 9.1, which allows for seamless communication among team members, while SAP Solution Manager's collaboration tools are perceived as less effective.
- Users on G2 appreciate the automation capabilities of Jira Service Management, particularly in ticket routing and prioritization, both rated at 8.7, which enhances efficiency; SAP Solution Manager, however, does not match this level of automation.
- Reviewers say that the reporting and analytics features in Jira Service Management, with a score of 8.9, provide valuable insights, while SAP Solution Manager's reporting tools are seen as less user-friendly and comprehensive.
- Users report that the mobile support in Jira Service Management, rated at 7.6, is more accessible compared to SAP Solution Manager, which struggles to provide a satisfactory mobile experience for users on the go.
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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.
SAP Solution Manager
No pricing availableFree Trial
Jira Service Management
Free Trial is available
SAP Solution Manager
No trial information availableRatings
Meets Requirements
8.7
677
8.5
10
Ease of Use
8.1
681
6.7
10
Ease of Setup
7.6
292
Not enough data
Ease of Admin
7.7
282
Not enough data
Quality of Support
8.3
570
7.0
10
Has the product been a good partner in doing business?
8.5
260
Not enough data
Product Direction (% positive)
8.4
651
10.0
9
Features by Category
Ticket and Case Management
9.0
27
Not enough data
9.2
25
Not enough data
8.7
27
Not enough data
8.9
25
Not enough data
8.5
24
Not enough data
8.5
26
Not enough data
9.1
26
Not enough data
8.0
24
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Communication Channels
8.6
28
Not enough data
8.5
28
Not enough data
7.9
21
Not enough data
7.8
19
Not enough data
7.5
18
Not enough data
Platform
7.7
25
Not enough data
8.2
28
Not enough data
8.3
27
Not enough data
9.0
25
Not enough data
8.4
26
Not enough data
8.2
24
Not enough data
Administration
9.0
74
|
Verified
8.7
9
|
Verified
8.5
68
|
Verified
7.5
8
|
Verified
8.9
80
|
Verified
8.5
8
|
Verified
Service Desk
8.9
87
|
Verified
7.1
7
|
Verified
9.0
86
|
Verified
7.6
7
|
Verified
8.9
87
|
Verified
8.3
8
|
Verified
Management
9.1
63
|
Verified
Not enough data
9.0
58
|
Verified
Not enough data
8.8
59
|
Verified
Not enough data
8.8
55
|
Verified
Not enough data
8.6
51
|
Verified
Not enough data
Functionality
9.1
67
|
Verified
Not enough data
9.0
59
Not enough data
8.8
64
|
Verified
9.0
5
|
Verified
8.9
63
|
Verified
Not enough data
Monitoring
8.9
73
|
Verified
Not enough data
9.1
77
|
Verified
Not enough data
9.1
77
|
Verified
Not enough data
Management Tools
9.0
77
|
Verified
Not enough data
8.9
76
|
Verified
Not enough data
9.2
65
|
Verified
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Generative AI
Feature Not Available
Not enough data
Incident Management
8.7
219
Not enough data
8.7
226
Not enough data
8.7
236
Not enough data
8.3
192
Not enough data
8.3
189
Not enough data
Reporting
8.4
222
Not enough data
8.4
216
Not enough data
7.9
147
Not enough data
Access & Usability
7.8
143
Not enough data
8.5
191
Not enough data
8.4
154
Not enough data
8.3
150
Not enough data
Categories
Categories
Shared Categories
Jira Service Management and SAP Solution Manager are categorized as IT Service Management (ITSM) Tools
Unique Categories
Jira Service Management is categorized as Incident Management, Service Desk, IT Alerting, and Help Desk
SAP Solution Manager has no unique categories
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SAP Solution Manager
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
30.5%
Computer Software
16.2%
Internet
5.6%
Financial Services
4.5%
Telecommunications
3.7%
Other
39.5%
Information Technology and Services
18.2%
Oil & Energy
9.1%
Marketing and Advertising
9.1%
Management Consulting
9.1%
Hospital & Health Care
9.1%
Other
45.5%
Most Helpful Reviews
Jira Service Management
Most Helpful Favorable Review
Mhatet R.
Verified User in Financial Services
What I like best in JIRA is that I can create my own Dashboard. I can make my own filters. I can classified the Priority levels of the tickets I am handling.
Most Helpful Critical Review
Andrea P.
Verified User in Computer Software
There is still room to improve in its features. Still something to do regarding management of custom fields in the SD screens and SLA functionality.
SAP Solution Manager
Most Helpful Favorable Review
Verified User in Telecommunications
Solution documentation, Change and request management, Data volume management, Technical and business process monitoring
Most Helpful Critical Review
Verified User in Hospital & Health Care
It is still not very user friendly. The process a could be a little time consuming.
Mhatet R.
Verified User in Financial Services
What I like best in JIRA is that I can create my own Dashboard. I can make my own filters. I can classified the Priority levels of the tickets I am handling.
Verified User in Telecommunications
Solution documentation, Change and request management, Data volume management, Technical and business process monitoring
Andrea P.
Verified User in Computer Software
There is still room to improve in its features. Still something to do regarding management of custom fields in the SD screens and SLA functionality.
Verified User in Hospital & Health Care
It is still not very user friendly. The process a could be a little time consuming.
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
SAP Solution Manager has no discussions with answers
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