We performed a comparison between Cherwell Service Management and JIRA Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"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."
"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."
"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."
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.
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