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.
"Great to be able to create customized forms."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"The stability of JIRA Service Management is good."
"The customer portal allows users to register tickets themselves."
"The initial setup is easy and straightforward."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."
"Provides excellent management features."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"ServiceNow was the first true enterprise to service management platform."
"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."
"The product's integration functionality in the change management module has significantly improved efficiency in our organization."
"It offers ready-built automation and simpler configuration for workflows."
"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."
"The Workflow feature is the most valuable."
"It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"The deployment can be a bit complex, especially for those who are not technical."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"I don't think the program is very scalable."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
"Service mapping could be less complicated."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."
"Transparency in the pricing model needs to be improved."
"The interface can be a bit more intuitive."
"The solution's user experience could be improved concerning its UI and portals."
"The capital expenditure neeed to get the tool up and running is extensive."
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