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.
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"The dashboards in Jira have been the most useful feature."
"We get software developed faster."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"This is the most complete and versatile enterprise task management product and issue tracker."
"It's a straightforward and effective approach that minimizes the need for extensive explanations."
"The pricing of the product is quite good. It's not too expensive."
"ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."
"There are lots of modules around IT service management such as IT business management and human resource management (HRC)."
"It's actually easy to understand."
"Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device."
"It has more extensive features as compared to the other competitors."
"The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"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."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"They need to work on the speed of Jira."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"SaaS version for large organizations (more than 2000 users) is not available."
"Integration could be improved."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"The solution is lacking in the mobile application area that could be improved."
"ServiceNow doesn't cater to the Middle Eastern market."
"Needs additional software titles and easier normalization."
"We do a lot of relatively advanced stuff for the size that we are, but ServiceNow itself is so big and to some extent, there is a significant amount of complexity that you have, a big learning curve I would say, in order to really get on board."
"ServiceNow's mobile app should be seamless and it is not right now."
"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."
"Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it."
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