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.
"The simplicity is good for our clients. The price is good."
"Transparency of the system helps both internal and external persons involved."
"Provides excellent management features."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"Great to be able to create customized forms."
"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"What I like the most is that it's a common service data model and the fact that everything is available on one platform."
"The solution's initial setup process is easy."
"I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."
"Change management is most valuable."
"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it."
"ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible."
"Identifies better ways to license software or eliminate unused software to save money."
"Good stable and scalable solution."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"Cost has prohibited us from switching entirely to this solution."
"The product could improve its asset management."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"JIRA Service Management could include more AI features."
"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."
"It is difficult to navigate if you don't have any prior knowledge."
"The solution could improve by being more stable."
"The user interface for accessing assistance sometimes disconnects."
"There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon."
"The pricing structure could be more budget-friendly."
"The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices."
"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."
"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration."
"In an upcoming release, there should be more administration tools."
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