Compare JIRA Service Desk vs. ServiceNow

JIRA Service Desk is ranked 4th in IT Service Management (ITSM) with 12 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 22 reviews. JIRA Service Desk is rated 8.0, while ServiceNow is rated 8.2. The top reviewer of JIRA Service Desk writes "An excellent solution for tracking customer service issues and tracking technical support issues". On the other hand, the top reviewer of ServiceNow writes "Discovery has reduced the time to build/deploy devices within our environment". JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus and BMC Helix ITSM, whereas ServiceNow is most compared with BMC Helix ITSM, Zendesk and JIRA Service Desk. See our JIRA Service Desk vs. ServiceNow report.
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JIRA Service Desk Logo
7,740 views|6,279 comparisons
ServiceNow Logo
46,771 views|27,975 comparisons
Most Helpful Review
Find out what your peers are saying about JIRA Service Desk vs. ServiceNow and other solutions. Updated: September 2019.
370,655 professionals have used our research since 2012.
Quotes From Members

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

Pros
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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This solution is a single-storage for our user community to submit help desk tickets.In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it.HR Case Management and Customer Service Management are two of the key areas which clients are using.Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device.I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy.Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow.It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers.One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features.

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Cons
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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I do not like the user interface.For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration.HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module.Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential.The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding...When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user.Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow.There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon.

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Pricing and Cost Advice
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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Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers.Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably.ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform.It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost.We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less.It has a higher cost compared to local/regional solutions.

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report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
370,655 professionals have used our research since 2012.
Ranking
Views
7,740
Comparisons
6,279
Reviews
12
Average Words per Review
574
Avg. Rating
8.1
Views
46,771
Comparisons
27,975
Reviews
22
Average Words per Review
615
Avg. Rating
8.2
Top Comparisons
Compared 26% of the time.
Compared 8% of the time.
Compared 22% of the time.
Compared 5% of the time.
Compared 5% of the time.
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Atlassian
ServiceNow
Overview
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.

Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)

Offer
Learn more about JIRA Service Desk
Learn more about ServiceNow
Sample Customers
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE CanadaAAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow
Top Industries
VISITORS READING REVIEWS
Software R&D Company25%
Financial Services Firm12%
Media Company9%
Comms Service Provider9%
REVIEWERS
Healthcare Company15%
Financial Services Firm14%
Insurance Company11%
University9%
VISITORS READING REVIEWS
Software R&D Company29%
Comms Service Provider8%
Financial Services Firm7%
Manufacturing Company6%
Company Size
REVIEWERS
Small Business67%
Midsize Enterprise7%
Large Enterprise27%
REVIEWERS
Small Business14%
Midsize Enterprise13%
Large Enterprise74%
VISITORS READING REVIEWS
Small Business17%
Midsize Enterprise17%
Large Enterprise66%
Find out what your peers are saying about JIRA Service Desk vs. ServiceNow and other solutions. Updated: September 2019.
370,655 professionals have used our research since 2012.
We monitor all IT Service Management (ITSM) 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.
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