Compare Cherwell Service Management vs. JIRA Service Desk

Cherwell Service Management is ranked 16th in IT Service Management (ITSM) with 2 reviews while JIRA Service Desk is ranked 2nd in IT Service Management (ITSM) with 11 reviews. Cherwell Service Management is rated 6.6, while JIRA Service Desk is rated 8.0. The top reviewer of Cherwell Service Management writes "Good dashboard and reporting functionality, but overall not very user-friendly". On the other hand, the top reviewer of JIRA Service Desk writes "An excellent solution for tracking customer service issues and tracking technical support issues". Cherwell Service Management is most compared with ServiceNow, BMC Helix ITSM and JIRA Service Desk, whereas JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus and BMC Helix ITSM.
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Most Helpful Review
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: January 2020.
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Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
The dashboard and the reporting functionality are the solution's most valuable features.Clear processes with transparent responsibilities led to more efficiencies within the teams.The dashboard is very useful to get a quick overview of current tasks.

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JIRA helps integrate Kanban Board features and for this reason what it does it does well.One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers.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.I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances.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.This is the most complete and versatile enterprise task management product and issue tracker.What I really like about this solution, is how it manages the queues, the tickets and the routing.This solution has helped us a great deal in project management tracking and forecasting.

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Cons
The stability, specifically in the on-premises deployment model, could be improved.

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If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products.An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard.The solution should be more formalized. It could be more user-friendly.During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again.Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install.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.

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Pricing and Cost Advice
Information Not Available
Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.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.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.

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2,467
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1,958
Reviews
2
Average Words per Review
262
Avg. Rating
6.5
Views
8,061
Comparisons
6,462
Reviews
11
Average Words per Review
613
Avg. Rating
7.9
Top Comparisons
Compared 27% of the time.
Compared 7% of the time.
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Cherwell Software
Atlassian
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 Desk is service management software that connects IT to your business through fast, accountable resolution of customer requests. Built on Atlassians JIRA workflow engine, JIRA Service Desk offers a collaborative, agile platform and knowledge base thats low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience. Redefine what IT means for your business with JIRA Service Desk.
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Sample Customers
Ausenco, Highlights for Children, B/E Aerospacemgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Top Industries
No Data Available
VISITORS READING REVIEWS
Software R&D Company24%
Comms Service Provider19%
Media Company9%
Government9%
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: January 2020.
397,408 professionals have used our research since 2012.
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