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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:
 

Customer Service

No sentiment score available
Cherwell Service Management scores well in customer and technical support but lags behind ServiceNow, with varying expertise from partners.
Sentiment score
6.8
JIRA Service Management receives mixed reviews for customer support, praised for responsiveness but hampered by time zone delays.
 

Room For Improvement

No sentiment score available
Cherwell Service Management needs mobile, UI, deployment, Agile, JIRA, workflow, usability, integration, and access improvements for better functionality.
Sentiment score
4.4
JIRA Service Management needs improvements in integration, customization, user experience, and affordability to better serve large organizations.
 

Scalability Issues

No sentiment score available
Cherwell Service Management is scalable due to its on-premise design, allowing flexible server expansion and growth capacity.
Sentiment score
7.9
JIRA Service Management is flexible and scalable, meeting diverse needs, though large deployments may require better infrastructure or licenses.
 

Stability Issues

No sentiment score available
Cherwell Service Management is highly stable with improved cloud performance, while Avante's acquisition impact on stability is uncertain.
Sentiment score
8.3
JIRA Service Management is stable and reliable, with minimal issues, consistently rated high for efficient project handling.
 

Valuable Features

No sentiment score available
Cherwell Service Management offers intuitive dashboards, seamless integrations, centralized IT services, and supports multiple departments for enhanced usability and compliance.
Sentiment score
8.2
JIRA Service Management enhances task management with customization, automation, collaboration, and comprehensive reporting for small to mid-size organizations.
 

Setup Cost

No sentiment score available
Sentiment score
5.8
JIRA Service Management offers competitive pricing starting at $10-$25 per user, with volume discounts but potential cost increases.
 

Categories and Ranking

Cherwell Service Management
Ranking in Help Desk Software
26th
Ranking in IT Service Management (ITSM)
30th
Average Rating
7.2
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
6.9
Number of Reviews
79
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the IT Service Management (ITSM) category, the mindshare of Cherwell Service Management is 0.5%, down from 1.5% compared to the previous year. The mindshare of JIRA Service Management is 11.4%, down from 12.0% 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.
Shambuling-Doni - PeerSpot reviewer
Easy to use, offers good stability and visibility for operational efficiency
The search function could be improved. We have to search a certain way. There is no generic search, it is more object-oriented search. The interface could also be more user-friendly. So, the interface and search could be improved. Additionally, I would like to see more accessibility. It would also be great if there was a Jira mobile app.
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816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
62%
Government
8%
Computer Software Company
6%
Healthcare Company
3%
Computer Software Company
19%
Financial Services Firm
10%
Manufacturing Company
7%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

Ask a question
Earn 20 points
What do you like most about JIRA Service Management?
JIRA Service Management is a very user-friendly solution.
What is your experience regarding pricing and costs for JIRA Service Management?
The pricing for Jira Service Management is reasonable and not expensive. It feels fair because there are opportunities for discounts through resellers.
 

Also Known As

No data available
JIRA Service Desk
 

Learn More

 

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: November 2024.
816,406 professionals have used our research since 2012.