We performed a comparison between Jira Service Management and ServiceNow based on our users’ reviews in five categories. After reading all of the collected data, you can find our conclusion below.
Comparison Results: Because ServiceNow offers fewer features, is more expensive, and is more difficult to set up, Jira Service Management ultimately wins out in this comparison.
"Its integration is most valuable. It is pretty open for integration."
"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"The flow of the reports is good."
"Great to be able to create customized forms."
"The visibility features are great."
"The automations will really help the company by delegating work the way your company operates."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"Great that it's knowledge-based and you can use the flows in ServiceNow."
"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."
"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 really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."
"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."
"I find the incident management part to be the most valuable. That's how the service desk tracks tickets."
"The most valuable feature is that this is a Cloud solution."
"We have found change management and CMDB to be very useful."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"Jira Service Management should be more user-friendly."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"The solution needs to be integrated better with Office X5."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"I would like to see improvement in the ability to filter completed tasks."
"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."
"One thing I don't care for is the reporting and the way it functions."
"The solution should offer better security when it comes to storing data."
"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."
"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."
"The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"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."
"ServiceNow's mobile app should be seamless and it is not right now."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. JIRA Service Management is rated 8.2, while ServiceNow is rated 8.4. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". JIRA Service Management is most compared with ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM, PagerDuty Operations Cloud and Zendesk, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and LeanIX. See our JIRA Service Management vs. ServiceNow report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software 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.
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.
If you need an ITIL aligned helpdesk system, codeless customizations and cost-effective, check out ManageEngine Servicedesk Plus.
JIRA Service Desk gives you a better monetary deal.
I don’t know the answer, but I assume JIRA will be significantly less money.
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