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."
"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 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 most valuable features are problem management and change management."
"It scales well."
"The automations will really help the company by delegating work the way your company operates."
"The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"The dashboards in Jira have been the most useful feature."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"Easily integrates with other tools."
"This solution has helped us a great deal in project management tracking and forecasting."
"Access is only available if we're on VPN."
"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."
"In-built chat is missing in JIRA Service Management."
"Currently lacks an asset management module that can affect deployment."
"SaaS version for large organizations (more than 2000 users) is not available."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"The solution needs to be integrated better with Office X5."
"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."
"The interface could always be updated and improved."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
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.
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