We performed a comparison between Jira Service Management and ServiceNow based on our users’ reviews in five categories. After reading all of the collected data, you can find our conclusion below.
Comparison Results: Because ServiceNow offers fewer features, is more expensive, and is more difficult to set up, Jira Service Management ultimately wins out in this comparison.
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"I think one of the most valuable things is that it's all integrated."
"Provides excellent management features."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"This solution has helped us a great deal in project management tracking and forecasting."
"We can keep track of incidences. There is a bucket where we keep all our information, and it enables communication between stakeholders. It helps us collaborate with each other."
"It provides internal clients with greater transparency about their projects and deliverables."
"Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data."
"You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider."
"One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features."
"I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide."
"ServiceNow is a cloud-based platform, so people won't need to worry about investing on hardware to host it. Being on the cloud, it is available 24x7. It's scalable, stable, and multifeatured, with a straightforward setup and good technical support."
"Very good incident management, chain management and problem management features."
"They need to work on the speed of Jira."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"I'd like to update the dashboard so that more features are available."
"The solution needs to be integrated better with Office X5."
"Currently lacks an asset management module that can affect deployment."
"The initial setup is very complex."
"Integration capabilities can improve."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module."
"The pricing of the solution could be better. It's a bit high."
"It's a little expensive compared to other tools."
"There should be fewer clicks and faster integrations between solutions."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
"I would like to see a mobile version of ServiceNow."
JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. JIRA Service Management is rated 8.2, while ServiceNow is rated 8.4. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". JIRA Service Management is most compared with ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM, PagerDuty Operations Cloud and Zendesk, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and LeanIX. See our JIRA Service Management vs. ServiceNow report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
ServiceNow is an expensive ITSM tool and JIRA Service Desk will be good to have to development projects. Now a day organizations look for tailored solutions as per their IT needs.
If you need an ITIL aligned helpdesk system, codeless customizations and cost-effective, check out ManageEngine Servicedesk Plus.
JIRA Service Desk gives you a better monetary deal.
I don’t know the answer, but I assume JIRA will be significantly less money.
Jira Service desk supports ITIL and gives you many templates for different helpdesk scenarios, allows to creates issues using the email. The implementation of Service Desk is easy and intuitive