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JIRA Service Management vs ServiceNow comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jan 12, 2025

Review summaries and opinions

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

ROI

Sentiment score
7.6
JIRA Service Management boosts efficiency and ROI, especially for large teams, despite its complex interface, surpassing competitors.
Sentiment score
6.9
Using ServiceNow boosts efficiency and ROI, overcoming challenges; quick integration and diverse modules enhance productivity and cost savings.
The return on investment is good when implementing for ourselves and for other clients.
 

Customer Service

Sentiment score
6.9
Atlassian's customer service is praised for expertise and responsiveness despite occasional time zone delays, with diverse support options.
Sentiment score
7.1
ServiceNow's customer service is efficient, though technical support varies; knowledgeable staff and community resources are valuable.
The support is exemplary and deserves a perfect rating.
I have contacted them four to five times over the past two years, and they have been quite helpful.
 

Scalability Issues

Sentiment score
7.7
JIRA Service Management is flexible and scalable, though challenges in advanced scenarios depend on organizational configurations.
Sentiment score
7.5
ServiceNow is scalable, cloud-based, supports large enterprises, with easy expansion and integration, despite potential rapid scaling challenges.
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
It is capable of vertical scaling with no issues.
 

Stability Issues

Sentiment score
8.0
JIRA Service Management is highly stable, with users rating it highly despite minor glitches or occasional sluggishness.
Sentiment score
7.7
ServiceNow is generally stable and responsive, with occasional issues resolved efficiently by the support team.
There should be more governance for permissions and more options for customized access without frequently involving the admin.
ServiceNow is stable enough.
ServiceNow is already a stable tool.
 

Room For Improvement

JIRA Service Management faces challenges with integration, customization, high costs, and needs improvements in usability, communication, and asset management.
ServiceNow needs enhanced UX, simpler interfaces, better licensing, improved documentation, integration, and expanded mobile and offline functionality.
It remains one of the main barriers to using JIRA Service Management across our entire company.
There is a need to limit the information in one window to avoid overwhelming users with unnecessary data.
The interface could be made easier to use.
There is a need for bug or error tracking in ServiceNow.
There are sometimes challenges with the portal being a bit confusing for new users.
 

Setup Cost

JIRA Service Management provides tiered pricing with agent-based and user options, offering competitive rates and discounts for larger tiers.
ServiceNow's high pricing and complex licensing favor larger enterprises with scalability and functionality, despite deterring smaller businesses.
We used Jira's free version for some time.
ServiceNow's pricing can be justified if more functionality is required.
 

Valuable Features

JIRA Service Management excels in customization, integration, and flexible workflow management with valued dashboards, ticketing, and SLA features.
ServiceNow offers flexible customization, cloud-based integration, real-time analytics, and automation for efficient business process management across various departments.
JIRA itself is valuable for managing tickets, user stories, and pipeline.
For every task we are working on, the project manager can see the status once we update the stories mentioned.
The query language and the ability to create views of the data are very useful.
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
The most valuable features of ServiceNow for me are its ticketing and reporting capabilities.
 

Categories and Ranking

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
ServiceNow
Ranking in Help Desk Software
1st
Ranking in IT Service Management (ITSM)
1st
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
216
Ranking in other categories
IT Asset Management (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)
 

Mindshare comparison

As of February 2025, in the IT Service Management (ITSM) category, the mindshare of JIRA Service Management is 10.9%, down from 12.1% compared to the previous year. The mindshare of ServiceNow is 24.8%, down from 27.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Q&A Highlights

FE
Feb 18, 2020
 

Featured Reviews

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…
Somnath Kand - PeerSpot reviewer
Custom integration and reporting lead to efficient ticket management
There is a need for bug or error tracking in ServiceNow. Although there are child incidents or tickets, tracking primary issues or bugs within enhancements is not present. The reporting features in the new portal could be more user-friendly. While it provides options to minimize chart and image sizes, actual implementation doesn't always reflect these changes.
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
837,501 professionals have used our research since 2012.
 

Answers from the Community

FE
Feb 18, 2020
Feb 18, 2020
Currently, we work with REMEDY in Totalsec, it is the ticketing tool that manages the Operation processes in Totalsec. We are evaluating SERVICE NOW, as we are looking for new features to control our tickets. It is my first approach with SERVICE NOW, but I have seen it operatively very complete and at a price similar to REMEDY. At the moment I have not worked with JIRA. From my experience, I ...
2 out of 6 answers
DS
Dec 31, 2019
I don’t know the answer, but I assume JIRA will be significantly less money.
JV
Jan 1, 2020
JIRA Service Desk gives you a better monetary deal.
 

Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
9%
Manufacturing Company
8%
Government
7%
Educational Organization
27%
Computer Software Company
10%
Financial Services Firm
10%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...
What do you like most about ServiceNow?
The solution has a user-friendly interface.
 

Also Known As

JIRA Service Desk
No data available
 

Overview

 

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Find out what your peers are saying about JIRA Service Management vs. ServiceNow and other solutions. Updated: February 2025.
837,501 professionals have used our research since 2012.