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JIRA Service Desk Logo
8,497 views|6,876 comparisons
ServiceNow Logo
55,199 views|32,357 comparisons
Most Helpful Review
Anonymous User
Find out what your peers are saying about JIRA Service Desk vs. ServiceNow and other solutions. Updated: September 2020.
437,064 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
Easily integrates with other tools.One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted.The most valuable features are the management tools.One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it.The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features.Some of the most valuable features are simplicity, ease of configuration, and ease of customization.It's easy to set up the solution.JIRA helps integrate Kanban Board features and for this reason what it does it does well.

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ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations.I have found that sorting and grouping functions are particularly useful.It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents.The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks.Very good incident management, chain management and problem management features.ServiceNow was the first true enterprise to service management platform.The most valuable feature is that this is a Cloud solution.This solution is a single-storage for our user community to submit help desk tickets.

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Cons
Integration could be improved.The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient.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.They need to work on the speed of Jira.From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server.At times you will need add-ons or additional software, so built-in features would be helpful.JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications.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.

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I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules).Creating service catalog forms could be made easier.There should be fewer clicks and faster integrations between solutions.The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations.Very expensive.Service mapping could be less complicated.Transparency in the pricing model needs to be improved.I do not like the user interface.

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Pricing and Cost Advice
The pricing is free for us because we are an associate partner for the product.We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet.The pricing is very competitive and I think that it is okay.It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain.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.

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The licenses are expensive.$230 per user.The mandatory minimum is US$ 20,000 for licensing.The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs.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.

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Answers from the Community
FARS ERwan
author avatarNorma Ubaldo
User

Currently, we work with REMEDY in Totalsec, it is the ticketing tool that manages the Operation processes in Totalsec.

We are evaluating SERVICE NOW, as we are looking for new features to control our tickets. It is my first approach with SERVICE NOW, but I have seen it operatively very complete and at a price similar to REMEDY. At the moment I have not worked with JIRA.

From my experience, I believe that as long as you have documented processes that work in line with best practices, the platform to use should allow you to have very orderly and beneficial management for your business.

author avatarRohit Goyal
User

ServiceNow is an expensive ITSM tool and JIRA Service Desk will be good to have to development projects. Now a day organizations look for tailored solutions as per their IT needs.

author avatarRommel Bernabe
User

If you need an ITIL aligned helpdesk system, codeless customizations and cost-effective, check out ManageEngine Servicedesk Plus.

author avatarJose Velez
User

JIRA Service Desk gives you a better monetary deal.

author avatarDavid Shimberg
User

I don’t know the answer, but I assume JIRA will be significantly less money.

author avatarDavid Sandoval
Real User

Jira Service desk supports ITIL and gives you many templates for different helpdesk scenarios, allows to creates issues using the email. The implementation of Service Desk is easy and intuitive

Questions from the Community
Top Answer: 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… more »
Top Answer: Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free. It's uncomfortable, but because we don't have any laws about copyright, we must do it. We also do this… more »
Top Answer: Having the ability to post attachments and easily review documents via an integrated read-only viewer would enhance user productivity and compliance.
Top Answer: BMC Helix (Remedy) is not a new product release from BMC. This is a relaunched SaaS offering from BMC under a new Package called as Helix previously known as RemedyOnDemand. Having said that, the… more »
Top Answer: Currently, we work with REMEDY in Totalsec, it is the ticketing tool that manages the Operation processes in Totalsec. We are evaluating SERVICE NOW, as we are looking for new features to control… more »
Top Answer: If you need a completed ITIL helpdesk system with Asset Management and Project Management without the hassle of having additional plug-in and can be additional costs, you might need to consider… more »
Ranking
Views
8,497
Comparisons
6,876
Reviews
14
Average Words per Review
599
Avg. Rating
7.8
Views
55,199
Comparisons
32,357
Reviews
22
Average Words per Review
687
Avg. Rating
8.3
Popular Comparisons
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Learn
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
REVIEWERS
Retailer29%
Computer Software Company29%
Comms Service Provider14%
Insurance Company14%
VISITORS READING REVIEWS
Computer Software Company34%
Comms Service Provider14%
Insurance Company10%
Government9%
REVIEWERS
Financial Services Firm17%
Healthcare Company14%
Insurance Company10%
Manufacturing Company8%
VISITORS READING REVIEWS
Computer Software Company44%
Comms Service Provider10%
Government8%
Media Company4%
Company Size
REVIEWERS
Small Business59%
Midsize Enterprise14%
Large Enterprise27%
REVIEWERS
Small Business15%
Midsize Enterprise13%
Large Enterprise72%
VISITORS READING REVIEWS
Small Business19%
Midsize Enterprise7%
Large Enterprise74%
Find out what your peers are saying about JIRA Service Desk vs. ServiceNow and other solutions. Updated: September 2020.
437,064 professionals have used our research since 2012.
JIRA Service Desk is ranked 2nd in IT Service Management (ITSM) with 17 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 22 reviews. JIRA Service Desk is rated 7.8, 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 ManageEngine ServiceDesk Plus, Zendesk Guide, BMC Helix ITSM, IBM Maximo and BMC Remedyforce, whereas ServiceNow is most compared with BMC Helix ITSM, Pega BPM, Appian, PagerDuty and IBM Maximo. See our JIRA Service Desk vs. ServiceNow report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

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.