Try our new research platform with insights from 80,000+ expert users

Cherwell Service Management vs JIRA Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024
 

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
6.5
Number of Reviews
78
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
Aug 5, 2022
Having everything in one location has significantly improved our efficiency and reporting
We use the solution for IT service management, it's the key process for recording incidents or problems, and change management. We are customers of Cherwell and I'm an enterprise architect.  Previously, the processes we now use Service Management for, were done manually. Implementing CSM has made…
Shambuling-Doni - PeerSpot reviewer
Nov 22, 2023
Easy to use, offers good stability and visibility for operational efficiency
We use Jira Service Management (JSM) to manage tickets.  It enables us to track, monitor, and manage user requests from initiation to resolution. We use it for the end-to-end process. We can add comments, and close requests., so our primary use case for JSM is ticketing.  The interface is good and…

Quotes from Members

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

Pros

"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The dashboard is very useful to get a quick overview of current tasks."
"All our activities are carried out in the one place."
"The dashboard and the reporting functionality are the solution's most valuable features."
"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."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"It helps with time management and team management of the new tasks."
"The customer portal allows users to register tickets themselves."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"This is a flexible tool for logging and tracking issues efficiently."
"Its integration is most valuable. It is pretty open for integration."
"JIRA Service Management is a very user-friendly solution."
"Reporting and easy export to Excel spreadsheets."
 

Cons

"The stability, specifically in the on-premises deployment model, could be improved."
"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."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Access is only available if we're on VPN."
"There is room for improvement in support."
"The product does not allow customization of reports."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"Lacks an interface where the customer can report issues."
"The interface could always be updated and improved."
 

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."
"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."
"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
"I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."
"It is a cheaply priced product."
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
814,649 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
62%
Government
7%
Computer Software Company
5%
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: October 2024.
814,649 professionals have used our research since 2012.