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JIRA Service Management Logo
8,688 views|7,137 comparisons
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54,971 views|33,810 comparisons
Most Helpful Review
Find out what your peers are saying about JIRA Service Management vs. ServiceNow and other solutions. Updated: July 2021.
521,690 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
"This solution has helped us a great deal in project management tracking and forecasting.""What I really like about this solution, is how it manages the queues, the tickets and the routing.""This is the most complete and versatile enterprise task management product and issue tracker.""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.""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.""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.""JIRA helps integrate Kanban Board features and for this reason what it does it does well."

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"The most valuable feature is that this is a Cloud solution.""ServiceNow was the first true enterprise to service management platform.""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.""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.""I have found that sorting and grouping functions are particularly useful.""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.""ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on.""In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow."

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Cons
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.""I don't think the program is very scalable.""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.""Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.""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.""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.""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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"Transparency in the pricing model needs to be improved.""Service mapping could be less complicated.""The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations.""There should be fewer clicks and faster integrations between solutions.""Creating service catalog forms could be made easier.""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).""Integration capabilities can improve.""I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."

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Pricing and Cost Advice
"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.""Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.""It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain.""The pricing is very competitive and I think that it is okay.""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 free for us because we are an associate partner for the product.""Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it.""We need a license because we have a higher number than the free part."

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"The mandatory minimum is US$ 20,000 for licensing.""The licenses are expensive.""The setup cost is high compared to others, especially when the scope is not fixed.""I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware.""$230 per user.""It is very expensive because it is a big organization. You have to pay for additional things.""ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM.""There are licensing fees."

More ServiceNow Pricing and Cost Advice »

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Questions from the Community
Top Answer: The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I… more »
Top Answer: Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests… more »
Top Answer: The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs.
Top Answer: Our licensing is on a yearly basis. We normally end up doing a true-up payment because we tend to acquire more people and use more licenses.
Top Answer: When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the… more »
Ranking
2nd
out of 56 in Help Desk Software
Views
8,688
Comparisons
7,137
Reviews
17
Average Words per Review
620
Rating
7.8
1st
out of 56 in Help Desk Software
Views
54,971
Comparisons
33,810
Reviews
41
Average Words per Review
595
Rating
8.0
Popular Comparisons
Also Known As
JIRA Service Desk
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Overview

Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident, problem, change, and configuration management.

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 Management
Learn more about ServiceNow
Sample Customers
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
AAA, 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
Computer Software Company40%
Retailer20%
Transportation Company10%
Insurance Company10%
VISITORS READING REVIEWS
Computer Software Company26%
Comms Service Provider22%
Financial Services Firm7%
Government7%
REVIEWERS
Financial Services Firm16%
Computer Software Company13%
Healthcare Company11%
Manufacturing Company11%
VISITORS READING REVIEWS
Computer Software Company33%
Comms Service Provider14%
Government8%
Financial Services Firm7%
Company Size
REVIEWERS
Small Business60%
Midsize Enterprise12%
Large Enterprise28%
REVIEWERS
Small Business19%
Midsize Enterprise13%
Large Enterprise68%
VISITORS READING REVIEWS
Small Business12%
Midsize Enterprise13%
Large Enterprise75%
Find out what your peers are saying about JIRA Service Management vs. ServiceNow and other solutions. Updated: July 2021.
521,690 professionals have used our research since 2012.

JIRA Service Management is ranked 2nd in Help Desk Software with 18 reviews while ServiceNow is ranked 1st in Help Desk Software with 45 reviews. JIRA Service Management is rated 7.8, while ServiceNow is rated 8.2. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of ServiceNow writes "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". JIRA Service Management is most compared with ManageEngine ServiceDesk Plus, Zendesk Guide, IBM Maximo, BMC Helix ITSM and PagerDuty, whereas ServiceNow is most compared with BMC Helix ITSM, Pega BPM, Microsoft PowerApps, Appian and PagerDuty. See our JIRA Service Management vs. ServiceNow report.

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

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