Cherwell Service Management vs JIRA Service Management comparison

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Executive Summary

We performed a comparison between Cherwell Service Management and JIRA Service Management based on real PeerSpot user reviews.

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Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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.""The most valuable features are problem management and change management.""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."

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"It's easy to set up the solution.""The dashboards are nicely laid out.""The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms.""This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier.""The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features.""It scales well.""Transparency of the system helps both internal and external persons involved.""One of the valuable features is that an automatic response or action can be taken on tickets."

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Cons
"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."

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"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.""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.""JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools.""Generally requires the purchase of additional plugins.""​SaaS version for large organizations (more than 2000 users) is not available.""I don't think the program is very scalable.""JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.""The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."

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Pricing and Cost Advice
  • "For an ITIL user, the cost is probably about 50 bucks a month."
  • More Cherwell Service Management Pricing and Cost Advice →

  • "Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."
  • "JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
  • "Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."
  • "Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."
  • "I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
  • "But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."
  • "Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
  • "It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
  • More JIRA Service Management Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:All our activities are carried out in the one place.
    Top Answer:We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to… more »
    Top Answer:We use the solution for IT service management, it's the key process for recording incidents or problems, and change management. We are customers of Cherwell and I'm an enterprise architect.
    Top Answer:We use JIRA Service Management for tracking purposes, planning, and execution.
    Top Answer:It is one of the premium products on the market, but it is very costly, especially in the Indian market. Smaller organizations cannot afford it. We pay monthly licensing costs. We only have to pay for… more »
    Ranking
    18th
    out of 59 in Help Desk Software
    Views
    1,355
    Comparisons
    702
    Reviews
    1
    Average Words per Review
    477
    Rating
    9.0
    2nd
    out of 59 in Help Desk Software
    Views
    8,100
    Comparisons
    5,654
    Reviews
    36
    Average Words per Review
    550
    Rating
    8.2
    Comparisons
    Also Known As
    JIRA Service Desk
    Learn More
    Overview
    Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

    JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:

    1. Accelerating the flow of work between IT teams, development teams, and business teams

    2. Empowering teams to deliver their service more quickly

    3. Bringing visibility to their work

    Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.

    JIRA Service Management Features

    JIRA Service Management has many valuable key features. Some of the most useful ones include:

    • Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
    • Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
    • Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
    • Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
    • Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
    • Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
    • Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.

    JIRA Service Management Benefits

    There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:

    • The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.
    • Work is made visible through the open and collaborative JIRA platform.
    • Connect IT and development on a single platform to accelerate workflow.
    • Gain significant ROI with competitive pricing on useful features.
    • Benefit from faster time to value by implementing a full ITSM solution in just a few months.
    • Lower total cost of ownership without expensive ongoing maintenance and upgrades.
    • Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.

    Reviews from Real Users

    JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:

    Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”

    Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”

    Sample Customers
    Ausenco, Highlights for Children, B/E Aerospace
    mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
    Top Industries
    VISITORS READING REVIEWS
    Educational Organization51%
    Government11%
    Computer Software Company6%
    Retailer4%
    REVIEWERS
    Computer Software Company35%
    Comms Service Provider12%
    Retailer9%
    Transportation Company6%
    VISITORS READING REVIEWS
    Computer Software Company18%
    Financial Services Firm9%
    Government7%
    Manufacturing Company6%
    Company Size
    VISITORS READING REVIEWS
    Small Business10%
    Midsize Enterprise57%
    Large Enterprise33%
    REVIEWERS
    Small Business38%
    Midsize Enterprise28%
    Large Enterprise35%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise16%
    Large Enterprise60%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    763,955 professionals have used our research since 2012.

    Cherwell Service Management is ranked 18th in Help Desk Software with 1 review while JIRA Service Management is ranked 2nd in Help Desk Software with 36 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 "It lets you configure workflows and manage requests; it has a dashboard for monitoring". Cherwell Service Management is most compared with ServiceNow, Ivanti Neurons for ITSM and BMC Helix ITSM, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software 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.