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.
"It's easy to set up the solution."
"The initial setup is easy and straightforward."
"The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"The dashboards in Jira have been the most useful feature."
"Transparency of the system helps both internal and external persons involved."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"I like the ease of use."
"The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation."
"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 offers a range of ITSM, IT incident management, and PRCPs."
"Makes ticket information easy to access."
"The subsequent chain of tasks, I believe, is valuable."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"It is user-friendly and simple to use."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"There should be better connections with access management. They should improve the connectivity."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"The performance in cloud service management could be improved."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"The pricing could be better."
"Jira Service Management should be more user-friendly."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"Most people are discussing UIs, but I'm a developer. I would say 80-90% of the people would appreciate that, that's easy for them, but from a developer perspective, it's hard for me, because for me it's clunky"
"Currently, we are finding it a bit difficult to monitor the subscriptions that are being used. The reporting feature related to this can be improved. Its ITOM functionality can be improved. BMC does a better job than ServiceNow in terms of capturing utilization and other such things."
"The visuals are the one area where there is opportunity for improvement."
"Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task."
"This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe."
"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."
"It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses."
"The capital expenditure neeed to get the tool up and running is extensive."
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