Jira Software vs. Jira Service Management: What’s the difference?

If you need a little guidance when deciding when you should use Jira Software and when to use Jira Service Management, don’t worry, we can talk you through when to use each tool, including essential use cases, feature comparison, and when to use both to get the most out of your Atlassian stack.

You may have had Jira (JSW) for a long time, and now your organization has implemented Jira Service Management (JSM). You’re probably wondering:

• What's the difference?
• Should I use Jira Service Management now?
• Should I use it instead of Jira? Should I use it with Jira?

Should I stay in Jira?

Isos can help you navigate the Atlassian product ecosystem and think about how the Atlassian tools can work together for each service project and department. Even if you are familiar with some of these tools, it becomes a lot easier to understand when you can start to visualize the practices and processes in your organization and which tool supports them best. 

Below, you can find a mapped outline for different ways for Jira to Prioritize, Plan, Do, and Report. On the other hand, Jira Service Management is mapped between Monitoring and Supporting. 

Jira is ideal for software development processes, offering agile project management features. In contrast, Jira Service Management is tailored for IT service management, focusing on request tracking and incident management. Integrating both tools for comprehensive project and service management can not only tell you when to use each tool, but also offer unparalleled efficiency and collaboration. This guide delves into the distinctions, use cases, and a comparative battle card to aid end users in making an informed decision.

Quick take: A side-by-side comparison of each product

• Jira Software: This tool is for software teams. It supports agile methods like Scrum and Kanban. Teams can plan, track, and manage projects. It's helpful in making and tracking issues, managing sprints, and seeing project progress.
• Jira Service Management: This tool is for IT service management. It helps with managing service requests, incidents, and changes. It offers an easy-to-use portal for requests, a knowledge base, and SLA management. It's ideal for IT and service desk teams.
  
  

When to use Jira Software vs. Jira Service Management

Essentially, both tools are here to help your business run smoothly for individual team members and broader departments. However, if you’re trying to streamline teams and tools, here’s what you need to know:

Jira Software is better for:

• Agile Project Management: It has features specifically for agile methods, like sprint planning and tracking.
• Agile Program and Portfolio Management: It has features specifically for coordinating work across multiple teams, managing capacity, as well as a Gantt Chart View for multiple Jira Projects.
• Software Development: It's good for tracking bugs and managing new feature requests.

Jira Service Management is better for:

• IT Service Management: It's designed for managing IT requests, incidents, and changes.
• Enterprise Service Management: It’s designed for any business team that provides a service, like HR, Finance, Facilities, etc. and wants a direct connection with users.
• Customer Support: It provides a portal for customers to submit and track requests.
  
  

Why choose? Use both tools

Teams that develop and support software products can benefit from both tools with integrated use. Jira Software can manage the development lifecycle, while Jira Service Management can handle incoming bugs, support change enablement by integrating CI/CD tooling, incident tracking and reporting, and customer features or general requests from end users. 

Did you know you can create connections and automation between Jira Service Management and Jira Software? This integrated approach facilitates direct communication between development and support teams, streamlining the process of reporting, tracking, and resolving issues.

Jira Service Management and Jira Software: Understanding the difference

Now that you have a high level understanding of how to use each tool, let's take a look at the differences in the features and functionality of each.

When choosing between Jira Service Management and Jira, think about what you need. Jira is best for agile development and tracking projects. Jira Service Management is great for managing service requests and IT issues. Using both can improve how your team works together, giving you a complete solution for software and service management.

Knowing which tool to use is just the beginning. Building practices and processes to best leverage the tools is where you will really find the return on investment. Reach out today to learn more about getting the most out of your tools to deliver on your business goals.

Want to read more? Check out these resources for a more in-depth look at Jira Software and Jira Service Management:

• An Introduction to Jira
• An Introduction to Jira Service Management

Ready to transform how your team works and achieve your business goals with the right tools? Isos Technology can guide you through selecting and optimizing Jira and Jira Service Management to fit your unique needs. Don't miss out on the opportunity to streamline your workflows and improve productivity. Contact us today to start your journey towards greater efficiency and success.