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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 (40.6% of reviews)
Enterprise (63.6% of reviews)
Entry-Level Pricing
0/agent/month
No pricing available
Jira Service Management
Star Rating
(796)4.2 out of 5
Market Segments
Mid-Market (40.6% of reviews)
Entry-Level Pricing
0/agent/month
Free Trial is available
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 workflow capabilities in Jira Service Management are rated at 8.7, providing a more streamlined approach to managing tickets compared to SAP Solution Manager, which has a lower score in this category.
- G2 users highlight the superior automation features in Jira Service Management, particularly in automating ticket routing and prioritization, both rated at 8.7, which enhances efficiency in incident management.
- Users on G2 appreciate the quality of support provided by Jira Service Management, scoring it at 8.2, while SAP Solution Manager's support is rated lower at 7.0, indicating a potential gap in user assistance.
- Reviewers say that the reporting and analytics features in Jira Service Management, with a score of 8.9, offer more robust insights compared to SAP Solution Manager, which has a score of 8.5, making it easier for teams to track performance and metrics.
- Users report that the mobile user support in Jira Service Management, rated at 7.6, is more user-friendly compared to SAP Solution Manager, which may hinder accessibility for on-the-go users.
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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
694
8.5
10
Ease of Use
8.1
698
6.7
10
Ease of Setup
7.7
308
Not enough data
Ease of Admin
7.7
286
Not enough data
Quality of Support
8.3
584
7.0
10
Has the product been a good partner in doing business?
8.6
264
Not enough data
Product Direction (% positive)
8.4
668
10.0
9
Features by Category
Ticket and Case Management
9.0
33
Not enough data
9.2
31
Not enough data
8.7
33
Not enough data
8.9
31
Not enough data
8.6
30
Not enough data
8.6
32
Not enough data
9.1
32
Not enough data
8.2
30
Not enough data
Generative AI
7.9
13
Not enough data
8.1
13
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
8.6
34
Not enough data
8.7
34
Not enough data
8.1
27
Not enough data
8.0
25
Not enough data
7.8
24
Not enough data
Platform
7.7
31
Not enough data
8.2
34
Not enough data
8.4
33
Not enough data
9.0
31
Not enough data
8.5
32
Not enough data
8.4
30
Not enough data
Administration
9.0
84
|
Verified
8.7
9
|
Verified
8.5
78
|
Verified
7.5
8
|
Verified
8.9
89
|
Verified
8.5
8
|
Verified
Service Desk
9.0
96
|
Verified
7.1
7
|
Verified
9.0
95
|
Verified
7.6
7
|
Verified
8.9
95
|
Verified
8.3
8
|
Verified
Management
9.1
72
|
Verified
Not enough data
9.0
67
|
Verified
Not enough data
8.8
68
|
Verified
Not enough data
8.8
63
|
Verified
Not enough data
8.6
59
|
Verified
Not enough data
Functionality
9.1
76
|
Verified
Not enough data
9.0
68
Not enough data
8.7
73
|
Verified
9.0
5
|
Verified
8.9
72
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Monitoring
9.0
79
|
Verified
Not enough data
9.1
83
|
Verified
Not enough data
9.1
83
|
Verified
Not enough data
9.7
6
Not enough data
Management Tools
9.1
83
|
Verified
Not enough data
8.9
82
|
Verified
Not enough data
9.2
71
|
Verified
Not enough data
Generative AI
8.2
13
Not enough data
8.7
13
Not enough data
Agentic AI - Incident Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Agentic AI - IT Alerting
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
8.7
225
Not enough data
8.7
234
Not enough data
8.7
244
Not enough data
8.3
200
Not enough data
8.3
197
Not enough data
Reporting
8.4
230
Not enough data
8.4
224
Not enough data
7.9
155
Not enough data
Access & Usability
7.8
151
Not enough data
8.5
199
Not enough data
8.4
162
Not enough data
8.3
158
Not enough data
Agentic AI - Service Desk
Not enough data
Not enough data
8.0
5
Not enough data
8.0
5
Not enough data
8.3
5
Not enough data
7.7
5
Not enough data
8.3
5
Not enough data
8.7
5
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
30.4%
Computer Software
16.3%
Internet
5.4%
Financial Services
4.7%
Telecommunications
3.6%
Other
39.6%
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
TINCY G.
Verified User in Information Technology and Services
The kind of view it offers, which is easily understandable and therefore resulting in faster issue resolution. The ease with which daily work can be logged and monitored. It also provides an option to track the issue which is indeed helpful as it helps me...
Most Helpful Critical Review
Verified User in Financial Services
Everything is so poorly built the features are built for 1960 and dont work for modern day IT
SAP Solution Manager
Most Helpful Favorable Review
Seema A.
Verified User in Biotechnology
I really like the solution it offers as far as the whole suite is concerned. Before solution manager came into place, it was extremely hard to manage end to end SAP lifecycle. So it has simplified a lot of management such as development etc in SAP.
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.
TINCY G.
Verified User in Information Technology and Services
The kind of view it offers, which is easily understandable and therefore resulting in faster issue resolution. The ease with which daily work can be logged and monitored. It also provides an option to track the issue which is indeed helpful as it helps me...
Seema A.
Verified User in Biotechnology
I really like the solution it offers as far as the whole suite is concerned. Before solution manager came into place, it was extremely hard to manage end to end SAP lifecycle. So it has simplified a lot of management such as development etc in SAP.
Verified User in Financial Services
Everything is so poorly built the features are built for 1960 and dont work for modern day IT
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
Timer?
1 comment
SH
Yes it's based on work flow status, if your looking to do time sheet / manual stop start based on actual work you can use Tempo Time plugin. But for SLA...Read more
SAP Solution Manager has no discussions with answers
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