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 and the reporting functionality are the solution's most valuable features."
"All our activities are carried out in the one place."
"The dashboard is very useful to get a quick overview of current tasks."
"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."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"Auditing team uses this solution to track audit findings and follow-up."
"It's easy to set up the solution."
"The dashboards in Jira have been the most useful feature."
"This solution has helped us a great deal in project management tracking and forecasting."
"The initial setup is easy and straightforward."
"Transparency of the system helps both internal and external persons involved."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"The platform is easy to use."
"Access is only available if we're on VPN."
"The stability, specifically in the on-premises deployment model, could be improved."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"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."
"There is room for improvement in support."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"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."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"Integration could be improved."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
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 and Ivanti Neurons for ITSM, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM 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.
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.
