# Jira Service Management vs ManageEngine ServiceDesk Plus

**Leader by Vioscale score:** Jira Service Management

| Attribute | Jira Service Management | ManageEngine ServiceDesk Plus |
|---|---|---|
| **Vioscale score** | 59 (53% (medium)) | 52.6 (36% (low)) |
| deployment.options | `{"cloud":true}` | `{"cloud":true,"hybrid":true,"on_prem":true,"self_hosted":true}` |
| description.long | An IT service management solution for consolidating support requests from multiple channels—emails, chats, and help centers—into one workspace. Teams use automated workflows and real-time collaboration to track, triage, and prioritize work, delivering responsive customer service. | A comprehensive service management solution combining IT service management, asset management, and configuration databases with enterprise service capabilities for departments including HR, facilities, and finance. Includes embedded AI for workflow automation and intelligent service delivery. |
| features.capabilities | `{"hosting":"cloud","free_tier":true,"api_access":true,"aiops_automation":true,"incident_management":true,"self_service_portal":true}` | `{"hosting":"both","free_tier":false,"api_access":true,"cmdb_asset":true,"itil_certified":true,"aiops_automation":true,"change_management":true,"problem_management":true,"incident_management":true,"self_service_portal":true}` |
| integrations.count | 7,000 | 6 |
| integrations.list | `[{"name":"Slack"},{"name":"Trello"},{"name":"Microsoft"}]` | `[{"name":"Active Directory"},{"name":"Microsoft 365"},{"name":"Exchange"},{"name":"Microsoft Teams"},{"name":"Google Workspace"},{"name":"AWS"}]` |
| market.availability | `{"primaryMarkets":[],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` | `{"primaryMarkets":[],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` |
| platform.support | `{"web":true}` | `{"web":true}` |
| pricing | `{"type":"hybrid","freeTier":true,"sourceUrl":"https://www.atlassian.com/software/confluence/pricing","retrievedAt":"2026-08-14T16:39:10.580Z"}` | `{"type":"quote","sourceUrl":"https://www.manageengine.com/products/service-desk/","retrievedAt":"2026-08-01T15:18:54.758Z"}` |
| pricing.free_tier | yes | - |
| pricing.model | freemium | commercial |
| pricing.price_level | low | unknown |
| pricing.transparent | no | - |
| reliability.status_page | yes | yes |
| security.disclosure_policy | yes | yes |
| security.fedramp | yes | - |
| security.gdpr | yes | yes |
| security.hipaa | - | yes |
| security.iso27001 | - | yes |

## Capabilities (IT Management Software)

| Capability | Jira Service Management | ManageEngine ServiceDesk Plus |
|---|:--:|:--:|
| **ITSM** |  |  |
| Incident management | ✓ | ✓ |
| Change / release management | - | ✓ |
| Problem management | - | ✓ |
| CMDB / IT asset management | - | ✓ |
| Self-service portal | ✓ | ✓ |
| **On-call** |  |  |
| On-call scheduling / escalation | - | - |
| Alert routing | - | - |
| **RMM** |  |  |
| Remote monitoring & control | - | - |
| Patch management | - | - |
| **Automation** |  |  |
| AIOps / workflow automation | ✓ | ✓ |
| ITIL-aligned / PinkVerify | - | ✓ |
| **Deployment** |  |  |
| Hosting | Cloud only | Cloud + self-hosted |
| **Platform** |  |  |
| Public API | ✓ | ✓ |
| Free tier | ✓ | ✗ |

*Source: Vioscale. Generated 2026-09-01T17:14:38.675Z. "-" = undocumented, not absent.*