We performed a comparison between Cherwell Service Management and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most valuable features are problem management and change management."
"The dashboard is very useful to get a quick overview of current tasks."
"The dashboard and the reporting functionality are the solution's most valuable features."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"All our activities are carried out in the one place."
"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 initial setup is pretty easy."
"The dashboards in Jira have been the most useful feature."
"It scales well."
"Allows customized processes for our service contracts."
"Reporting and easy export to Excel spreadsheets."
"I think one of the most valuable things is that it's all integrated."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"The visibility features are great."
"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."
"Access is only available if we're on VPN."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"They need to work on the speed of Jira."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"Jira Service Management should be more user-friendly."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
Cherwell Service Management is ranked 13th in IT Service Management (ITSM) with 6 reviews while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews. Cherwell Service Management is rated 7.2, while JIRA Service Management is rated 8.2. The top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". Cherwell Service Management is most compared with ServiceNow, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud. See our Cherwell Service Management vs. JIRA Service Management report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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