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Cherwell Service Management vs JIRA Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Cherwell Service Management
Ranking in Help Desk Software
25th
Ranking in IT Service Management (ITSM)
28th
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
Ranking in other categories
No ranking in other categories
JIRA Service Management
Ranking in Help Desk Software
2nd
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
86
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of February 2025, in the IT Service Management (ITSM) category, the mindshare of Cherwell Service Management is 0.6%, down from 1.3% compared to the previous year. The mindshare of JIRA Service Management is 10.9%, down from 12.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Thobile Moeketsi - PeerSpot reviewer
Having everything in one location has significantly improved our efficiency and reporting
We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.
Karim Yousef - PeerSpot reviewer
Efficiently track and document projects with seamless tool integration
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"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 dashboard is very useful to get a quick overview of current tasks."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"All our activities are carried out in the one place."
"The most valuable features are problem management and change management."
"The dashboard and the reporting functionality are the solution's most valuable features."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"Everyone knows how to use it, so there's no need to teach new members."
"The automations will really help the company by delegating work the way your company operates."
"The most valuable features of this solution are Incident and Request Management."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"The stability of JIRA Service Management is good."
"Using JIRA simplifies tracking issues and updates."
 

Cons

"Access is only available if we're on VPN."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"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."
"The stability, specifically in the on-premises deployment model, could be improved."
"The initial setup is very complex."
"Cost has prohibited us from switching entirely to this solution."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"Jira Service Management could improve by offering more control similar to Monday.com, such as easier automations, file addition, and sharing with different people."
"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."
"At times you will need add-ons or additional software, so built-in features would be helpful."
 

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."
"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."
"This is pricey solution. Should we move to using all cloud solutions in our business, we may move to different tools that have multiple functionality versus having a solution for each area. This would be too pricey and we would need to replace Jira with a different solution that also offers other features."
"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."
"We have paid $20,000 recently for a one-year license for our on-prem server."
"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."
"I rate Service Management four out of 10 for affordability. The price could be better, especially for companies using more than one Atlassian product. It's suitable for SMBs that can afford it. I don't think there's another tool that's both better and cheaper. All help desk tools are relatively expensive."
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Top Industries

By visitors reading reviews
Educational Organization
68%
Government
6%
Computer Software Company
5%
Healthcare Company
3%
Computer Software Company
19%
Financial Services Firm
9%
Manufacturing Company
8%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

 

Also Known As

No data available
JIRA Service Desk
 

Overview

 

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about Cherwell Service Management vs. JIRA Service Management and other solutions. Updated: February 2025.
837,501 professionals have used our research since 2012.