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HEAD TO HEAD · RATED SEPTEMBER 2026

Ivanti vs Jira Service Management: which IT service desk fits a mid-size team in 2026?

Last reviewed 27 September 2026 · Service Desk Compare reviewers

Jira Service Management wins on the business-teams weights and scores at least as high on every criterion.

Totals and ranks on this page use the business-teams weights (five criteria at 20% each; ITIL and CMDB shown for information only). For ITIL and CMDB weighted scores, see the full ITSM ranking.

How do Ivanti and Jira Service Management compare on each criterion?

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CriterionWeightIvantiJSMHigher score
ITIL practice coverage
Why these scores

Ivanti: 14 ITIL 4-certified practices listed, including configuration, release and deployment, and service level management.

JSM: Incident, problem and change management are documented and a PinkVERIFY logo is shown, but change and advanced incident and problem management are Premium.

Info only98Ivanti
Automation and AI assistance
Why these scores

Ivanti: Ticket summaries, classification and routing, knowledge generation and agentic remediation are documented.

JSM: Rovo Agents from Standard; the virtual service agent is Premium only.

20%7.57.5Tie
Time to value
Why these scores

Ivanti: No public trial or price, and cloud, on-premises and hybrid options usually mean a longer design phase.

JSM: A free plan for three agents and preconfigured templates, with more configuration once ITSM practices beyond request handling are switched on.

20%4.57JSM
Configuration management (CMDB)
Why these scores

Ivanti: Configuration management and IT asset management are certified practices, with less discovery detail published than ServiceNow [ServiceNow CMDB page].

JSM: Asset and configuration management from Standard and advanced Assets on Premium; no discovery claim on the pages we read.

Info only8.57.5Ivanti
Usability for non-IT requesters
Why these scores

Ivanti: A virtual agent, chatbots and self-service portals are documented.

JSM: Customer portal, email and chat on every plan, with a custom-branded help center from Standard.

20%6.57JSM
Integrations
Why these scores

Ivanti: Hybrid deployment suits connections to on-premises systems; the integration catalogue size is not published.

JSM: Native ties to Jira for engineering teams and deployment gating with CI/CD tools on Premium.

20%79JSM
Pricing transparency
Why these scores

Ivanti: No public pricing; contact sales.

JSM: Every plan except Enterprise has a public per-agent price, including a free tier.

20%29JSM

Ivanti scores higher on 0 criteria, JSM on 4, and 1 is tied among the five scored criteria.

How much do Ivanti and Jira Service Management cost?

Ivanti Neurons for ITSM

PlanPriceWhat changes
All plansNot publishedContact sales.

Source: G2 comparison page: 'No pricing publicly available'

Jira Service Management

PlanPriceWhat changes
Free$0Up to 3 agents.
Standard$20 per agent/monthRovo Agents, asset and configuration management, 250 Rovo credits.
Premium$51.42 per agent/monthAdvanced assets, virtual service agent, advanced incident and problem management, change management, deployment gating with CI/CD tools.
EnterpriseNot published (custom, billed annually)

Source: Jira Service Management pricing

Which ticket stages does each one automate?

Lifecycle Automation Census: documented automation by ticket stageIvanti Neurons for ITSM documents automation at 5 of six stages, with 0 partial.01Logged✓DocumentedVirtual agent,chatbots andself-service portals02Categorised✓DocumentedAutomaticallyclassifies incomingtickets03Routed✓DocumentedRoutes tickets to theright team04Resolved✓DocumentedAgentic AI detects andremediates issues05ClosedNot documented06Reviewed✓DocumentedKnowledge articlesgenerated fromresolved incidents
What each vendor's public pages document for each stage, as read on 27 Sep 2026. 'Not documented' means we did not find it on the pages we read, not that the product cannot do it.

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Lifecycle Automation Census for Ivanti Neurons for ITSM, as a table
StageStatusNote
01 LoggedDocumentedVirtual agent, chatbots and self-service portals Source
02 CategorisedDocumentedAutomatically classifies incoming tickets Source
03 RoutedDocumentedRoutes tickets to the right team Source
04 ResolvedDocumentedAgentic AI detects and remediates issues Source
05 ClosedNot documented
06 ReviewedDocumentedKnowledge articles generated from resolved incidents Source
Lifecycle Automation Census: documented automation by ticket stageJira Service Management documents automation at 3 of six stages, with 2 partial.01Logged✓DocumentedPortal, email, chatand forms on everyplan02Categorised◐PartialRovo Agents forAI-powered employeesupport; noauto-categorisation03Routed◐PartialQueues and workflows;no AI routing claim04Resolved✓DocumentedVirtual service agent(Premium)05ClosedNot documented06Reviewed✓DocumentedGroup incidents toproblems for rootcause analysis
What each vendor's public pages document for each stage, as read on 27 Sep 2026. 'Not documented' means we did not find it on the pages we read, not that the product cannot do it.

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Lifecycle Automation Census for Jira Service Management, as a table
StageStatusNote
01 LoggedDocumentedPortal, email, chat and forms on every plan Source
02 CategorisedPartialRovo Agents for AI-powered employee support; no auto-categorisation claim Source
03 RoutedPartialQueues and workflows; no AI routing claim Source
04 ResolvedDocumentedVirtual service agent (Premium) Source
05 ClosedNot documented
06 ReviewedDocumentedGroup incidents to problems for root cause analysis Source

What each vendor's public pages document for each stage, as read on 27 Sep 2026. 'Not documented' means we did not find it on the pages we read, not that the product cannot do it.

When should you choose Ivanti?

Ivanti does not score higher than Jira Service Management on any of the five scored criteria; it ties on automation and AI assistance. Choose it for reasons outside our scores, such as fit with tools you already run. We list it as best for: organisations that must run ITSM on-premises or hybrid with certified ITIL practices. Read the Ivanti Neurons for ITSM review

When should you choose Jira Service Management?

Choose Jira Service Management if pricing transparency and time to value matter most to your team. It scores 9 and 7 there, against Ivanti's 2 and 4.5. Every plan except Enterprise has a public per-agent price, including a free tier. We list it as best for: IT and engineering teams that share Jira and want a free starting tier. Read the Jira Service Management review

What do buyers ask about Ivanti and Jira Service Management?

Which is better overall, Ivanti or Jira Service Management?

On the business-teams weights, Jira Service Management scores 7.9 and Ivanti 5.5 out of 10, ranking 4 and 9 of 9 on the business-teams ranking. Ivanti leads on 0 criteria and Jira Service Management on 4, with 1 tied.

Which is cheaper, Ivanti or Jira Service Management?

Ivanti lists Not published; Jira Service Management lists Free for 3 agents; Standard $20 per agent per month. Ivanti does not publish prices, so a direct comparison needs a quote [Ivanti page]. Pricing units differ (per agent, per seat or per technician), so compare the plan that includes the practices you need. On pricing transparency Ivanti scores 2 and Jira Service Management 9. The calculator prices both for your agent count.

Which has the deeper ITIL coverage and CMDB?

On ITIL practice coverage Ivanti scores 9 and Jira Service Management 8; on configuration management (CMDB) Ivanti scores 8.5 and Jira Service Management 7.5. Configuration management and IT asset management are certified practices, with less discovery detail published than ServiceNow [ServiceNow CMDB page].

Where next?