We performed a comparison between Cherwell Service Management and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."All our activities are carried out in the one place."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The dashboard and the reporting functionality are the solution's most valuable features."
"The dashboard is very useful to get a quick overview of current tasks."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The most valuable features are problem management and change management."
"The most valuable features are the management tools."
"The dashboards in Jira have been the most useful feature."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"A good organizational tool."
"This is a flexible tool for logging and tracking issues efficiently."
"The most valuable feature of this solution is that it is user-friendly."
"This is the most complete and versatile enterprise task management product and issue tracker."
"Developing processes is easy and user-friendly."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Access is only available if we're on VPN."
"The stability, specifically in the on-premises deployment model, could be improved."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"I don't think the program is very scalable."
"JSM's ability to handle large volumes of emails isn't great."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
Cherwell Service Management is ranked 13th in IT Service Management (ITSM) with 6 reviews while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews. Cherwell Service Management is rated 7.2, while JIRA Service Management is rated 8.2. The top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". Cherwell Service Management is most compared with ServiceNow, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud. See our Cherwell Service Management vs. JIRA Service Management report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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