SolarWinds Service Desk vs. Jira Service Management
SolarWinds® Service Desk was built from the ground up for IT Service Management. Get the dedicated ITSM features, transparent pricing, and 24/7 live support you need—while keeping your developers happy in Jira via our native two-way integration.
Why IT Teams Choose SolarWinds Over Atlassian
Specialized for Service Delivery
Avoid the complexity of a platform not specifically designed for ITSM. Unlike JSM, which is adapted from developer tools, SolarWinds Service Desk offers a dedicated interface that allows you to deploy, manage, and scale without heavy technical configuration or "Jira-fication."
ITAM & SSO Included
Stop paying extra for essentials. While JSM often locks native Asset Management (Assets) behind expensive Premium tiers and charges extra for SSO (Atlassian Guard), SolarWinds includes these critical capabilities in our transparent pricing.
Complete Data Residency
Ensure compliance with confidence. SolarWinds offers dedicated data centers in the US, EU, and Australia. Unlike Atlassian, who may split data residency between local product storage and global user accounts, we keep your data together and local.
Better Together
Keep your developers in Jira Software and your agents in SolarWinds. Our robust bi-directional integration with Jira Software allows you to escalate tickets directly to your engineering teams. They keep working in Jira, you get a purpose-built Service Desk, and updates sync automatically between both.
Ready for a Service Desk that’s actually easy to use?
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See How They Stack Up
Features | Jira Service Management | |
|---|---|---|
Purpose-Built for ITSM | Adapted from Dev Tool | |
Native IT Asset Management (ITAM)
| Included in All Plans | Premium & Enterprise Only |
Data Residency | Partial (User Data is Global) | |
SSO (Single Sign-On) | Extra Cost (Requires Atlassian Guard) | |
24/7 Support | Premium & Enterprise Only | |
No-Code Configuration | Requires Technical Admin/Scripting | |
Pricing Model | Predictable & Transparent | Complex (Slabs + Add-ons) |
FAQ: Questions, meet answers.
We use Jira for development; why shouldn't we use it for ITSM?
JSM is great for code, but complex for general service management. SolarWinds Service Desk gives your IT agents a dedicated, clutter-free portal while our integration creates a bridge to Jira Software. Your developers never have to leave Jira, and your agents get a tool built just for them.
Is Jira Service Management cheaper than SolarWinds?
Is Jira Service Management cheaper than SolarWinds?
JSM's low "Standard" price often hides significant costs. Essential features like Asset Management (Assets/Insight) are locked behind the expensive Premium plan (often double the cost). Furthermore, basic security like Single Sign-On (SSO) typically requires a separate subscription to Atlassian Guard. SolarWinds includes these essentials in the price, ensuring no budget surprises.
How does SolarWinds handle Data Residency compared to Atlassian?
How does SolarWinds handle Data Residency compared to Atlassian?
SolarWinds Service Desk offers dedicated data centers in the US, EU, and Australia, storing both your product data and user account data locally. In contrast, while Atlassian offers data residency, management of user identities often remains centralized/global.
Will I need a dedicated administrator for SolarWinds?
Will I need a dedicated administrator for SolarWinds?
No. SolarWinds is designed for IT pros, not developers. You can configure workflows, automations, and portals with simple dropdowns and visual builders. JSM often requires a dedicated technical administrator to manage complex schemes, permissions, and "Jira-isms" that drain IT resources.
Service Management Built for ITSM Pros
Streamline operations with a platform designed for efficiency, not just issue tracking.
Integrated IT Asset Management
Don't treat your assets as an afterthought. Unlike JSM, which often treats assets as an add-on module, SolarWinds Service Desk provides a fully integrated ITAM solution. Automatically track hardware, software, and contracts alongside incidents to resolve issues faster and manage lifecycles seamlessly.
Integrated IT Asset Management
Don't treat your assets as an afterthought. Unlike JSM, which often treats assets as an add-on module, SolarWinds Service Desk provides a fully integrated ITAM solution. Automatically track hardware, software, and contracts alongside incidents to resolve issues faster and manage lifecycles seamlessly.
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