Advantages of JSM over Jira cloud

[Asmita Mer]

Can you please provide details on what are the advantages of using JSM over Jira cloud or vice versa?

[Dan Breyen]

Hi @AM If you are currently on Server and looking for the differences between running on Cloud vs Server, here's Atlassian's document on the differences between their software Server Vs Cloud: Cloud vs Server 

We recently upgraded to the Cloud, and like having the latest versions and not having to maintain our own hardware.  

If neither Mark nor I have answered your question, could you please clarify your question? Thanks,

[Mark Segall]

Hi @AM and welcome to the community!

To clarify, I believe when you state "Jira Cloud", you're actually referring to Jira Software?  I just want to make sure because there are now 4 core Jira Cloud products (JSM, Jira Software, Jira Work Management, and Jira Product Discovery).

If you are in fact comparing Jira Service Management to Jira Software, the key differences are:

1. Jira Software: Intended for teams that work in an Agile framework (scrum/Kanban).  Their "customer" is pretty static (product owner) and they have very specific reports that measure velocity/burndown (scrum) or cumulative flow (kanban).
2. Jira Service Management: Intended for service organizations who typically work in a framework like ITIL and interface with multiple customers focusing on SLAs and work out of traditional ticketing queues.  The product provides a portal experience so that agents can put guardrails around the intake of new requests, enabling a "ticket taxonomy" they can use to identify trends in the types of requests they receive.

This is super high level, but hopefully it helps provide the differentiation you're looking for.