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What are the real technical differences between JIRA software and JIRA servicemanagement?

jvandermolen

Hi all,

I'm trying to find out what the real technical differences are between JIRA software and JIRA servicemanagement.

Can certain things not be achieved with one or the other?

Ofcourse the difference is the pricing, and the templates.....

Can somebody explain me this?

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Jack Brickey

Hi @jvandermolen , welcome to the community.

We will likely find a lot of posts out there that exist discussing this very topic so you might want to search for other input as well. With that said here is a couple of points:

The biggest difference is that JSW Provides for agile software development tools. This includes scrum boards and associated reports that are useful for agile teams.
JSW also provides a lot of tools that are more appropriate for software development, e.g release management, versioning, etc.
JSM is suited well for business processes. These are more often kanban like solutions.

If you could describe your use cases more completely I might be able to provide my opinion on which way to go. With that said I have almost always tended to move towards the JSW solution simply because it provides a great deal more capability and flexibility and it doesn’t put me into a corner down the road wishing I had started with JSW.

Vishwas

Hey @jvandermolen

@Jack Brickey has explained JSW part. Let me brief about the Jira Service Management(JSM) side.

JSM is more of help desk application, provides IT Teams and Support Teams to provide seamless support to end users. JSM ships with ITSM Processes like Incident, Problem, Service Request, Change Management and configuration Management

JSM is built on the Jira platform, so you’ll see some terms and concepts that carry across all of Atlassian’s Jira products. It’s designed to bring IT, development, operations and business teams closer together with a variety of features like Customer Portal, Queues, SLA's(Service Level Agreement). We also have a Asset Management features in Premium Plan of Cloud JSM. And these things are all specific to JSM only.

Overall it's great tool with power packed features for ITSM processes.

Regards,

Vishwas

Jack Brickey

Ahhhh, I totally misread the question. I read as JWM not JSM. 😞

thanks for addressing this @Vishwas

Vishwas

No Problem

You are welcome @Jack Brickey

Jack Brickey

Oops. Misread the question…

indeed JSM is quite different…

queues - used by agents to address customer issues
Customers - free ‘users’ with limited access to the application: email communication, portal access
SLAs - allow you to Track how the team is doing relative to defined SLA rules
Approval process built in

there are quite a few differences here for sure and which one to choose is more apparent once we understand your use case.

jvandermolen

Thanks @Jack Brickey !

I want to collect feature requests or requests for change from out customers, and then after some review rounds, and added information hand the items to developers (as a sort of development task, including integration with Github). Do I need both JSW and JSM for that? Or just create 2 seperate JSW projects? Or maybe 1 project with some restrictions for the customer?

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