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.
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"Easy to use and user-friendly."
"Auditing team uses this solution to track audit findings and follow-up."
"A good organizational tool."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"Allows customized processes for our service contracts."
"The product is not lacking anything that a QA will want to use."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"Within our organization, we're not finding really any major issues with scalability and things of that nature."
"I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach."
"It is easily configurable and has a good developer society online, available for any issues from the backend."
"The most valuable feature is the flexibility of development for customization."
"Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports."
"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."
"We consider the integration capabilities of the solution with other tools to be a valuable feature."
"You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."
"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."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"Lacks an interface where the customer can report issues."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"The licensing needs to be divided into tiers in order to attract lower-level users."
"There is inherent complexity with this tool because of the number of things that it can do."
"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."
"From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience."
"Performance could be improved."
"Needs additional software titles and easier normalization."
"The technical support SLA can be improved because sometimes they take a long time to answer our queries."
"It is annoying that ServiceNow keeps on changing back to Quebec every six months."
JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) 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 IT Service Management (ITSM) vendors and best Help Desk Software 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.
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