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."Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The dashboard and the reporting functionality are the solution's most valuable features."
"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 dashboard is very useful to get a quick overview of current tasks."
"All our activities are carried out in the one place."
"The most valuable features are problem management and change management."
"Reporting and easy export to Excel spreadsheets."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"JIRA Service Management is a very user-friendly solution."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"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."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"The initial setup is straightforward."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"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 initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"The solution should be more formalized. It could be more user-friendly."
"Jira Service Management should be more user-friendly."
"There is no notification regarding language upgrades."
"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."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"The solution needs to be integrated better with Office X5."
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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