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."The dashboard is very useful to get a quick overview of current tasks."
"The dashboard and the reporting functionality are the solution's most valuable features."
"All our activities are carried out in the one place."
"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 most valuable features are problem management and change management."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The product is not lacking anything that a QA will want to use."
"The automations will really help the company by delegating work the way your company operates."
"JIRA Service Management is a very user-friendly solution."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"I think one of the most valuable things is that it's all integrated."
"Easily integrates with other tools."
"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."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"The stability, specifically in the on-premises deployment model, could be improved."
"Access is only available if we're on VPN."
"Lacks an interface where the customer can report issues."
"The pricing could be better."
"JIRA Service Management could include more AI features."
"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."
"JIRA Service could benefit from improvements to its voice support."
"I think the performance can be better."
"The initial setup is very complex."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
Cherwell Service Management is ranked 19th in Help Desk Software with 6 reviews while JIRA Service Management is ranked 2nd in Help Desk Software 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 and Ivanti Neurons for 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.