Cherwell Service Management vs JIRA Service Management vs ServiceNow comparison

Cherwell Service Management

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8,848 Comparison Views

91% willing to recommend

JIRA Service Management

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Executive Summary

We performed a comparison between Cherwell Service Management, JIRA Service Management, and ServiceNow based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: March 2026).

IT Service Management (ITSM)

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Helped 885,444 peers since 2012

Review summaries and opinions

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

Mindshare comparison

As of April 2026, in the IT Service Management (ITSM) category, the mindshare of Cherwell Service Management is 1.7%, up from 0.7% compared to the previous year. The mindshare of JIRA Service Management is 7.3%, down from 10.7% compared to the previous year. The mindshare of ServiceNow is 15.8%, down from 24.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
ServiceNow	15.8%
JIRA Service Management	7.3%
Cherwell Service Management	1.7%
Other	75.2%

IT Service Management (ITSM)

Featured Reviews

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

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MichaelTang1

Manager of Security Engineering & Architecture at a outsourcing company with 5,001-10,000 employees

Seamless data integration and advanced automation improve service delivery efficiency

I think that nothing needs to be improved with the product; you just need the user to commit and spend appropriate time to overcome that learning curve. Once that is done, the product itself is pretty wonderful. I've seen a very nicely built interface with ServiceNow, and I've also seen the ugliest version that feels outdated. ServiceNow does allow that team to exist. They should modernize their fonts and their layout, the UI friendliness. They did introduce AI, chatbots, and AI on the back end, so that's wonderful and extremely useful if you train it. If you don't train it, it's pretty useless. Assessing the impact of ServiceNow's automation on service delivery times is complicated. The engineers who operate on ServiceNow find it isn't straightforward because the data set is accessible by everybody. The problem is that understanding how to manage that data set requires an enormous amount of engineering skill set to run the product. I would not hand the key to the customer; I would highly recommend that ServiceNow take control of that. Instead of offering support for the software, they should offer administrative support for the software. They should provide professional service or some kind of support system that allows us to use their product at a faster pace. I'm sure they offer something, but it's often outrageously expensive, or they rely on another company to resell their product and offer professional service. It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.

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Quotes from Members

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

Pros

"All our activities are carried out in the one place."

"The most valuable features are problem management and change management."

"The dashboard is very useful to get a quick overview of current tasks."

"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."

"Its integration features, orchestration features, and discovery tools are the most valuable."

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

"The most valuable features are problem management and change management."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

More Cherwell Service Management pros

"Using JIRA simplifies tracking issues and updates."

"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."

"The centralized feature allows us to track test cases and integrate with automation and bug fixing."

"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."

"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."

"JIRA Service Management provides comprehensive data management, different views with customizable dashboards, a detailed level of customization from items to workflows to roles and teams, and very flexible integration through the Atlassian marketplace plugins."

"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."

"Useful for tracking issues with development."

More JIRA Service Management pros

"I really don’t think there is anything out there that even compares."

"I can see a very good product strategy, we see enhancements or enhanced features in each of the releases, I see the roadmap is good and the technology underneath is also good."

"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."

"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."

"Compared to other ITSM platforms, ServiceNow is by far the most agile, robust, and scalable platform."

"It's a great platform but it's so open that you can get bogged down pretty quickly in trying to make all of your customers happy."

"ServiceNow is easy to use and has a user-friendly interface."

"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."

More ServiceNow pros

Cons

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

"The support from the actual manufacturer is poor."

"Access is only available if we're on VPN."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"The solution could be more user-friendly."

"The stability, specifically in the on-premises deployment model, could be improved."

More Cherwell Service Management cons

"Service Management currently lacks an asset management module that can make deployment more difficult."

"JSM's ability to handle large volumes of emails isn't great."

"Recently, in the Jira cloud, we have had an issue. Users are not able to log in and some of the customer data has also been lost."

"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."

"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."

"SaaS version for large organizations (more than 2000 users) is not available."

"JSM's ability to handle large volumes of emails isn't great."

"I'd like to update the dashboard so that more features are available."

More JIRA Service Management cons

"The capital expenditure neeed to get the tool up and running is extensive."

"Before implementing this solution, you should have the ITSM model in place for change management requests. That is a prerequisite because you cannot perform tasks without it."

"Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task."

"I do see there's definitely a learning curve involved."

"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."

"The customization that we are doing for the needs of our organization are difficult to do and could be improved."

"The setup was time-consuming and required a lot of internal resources."

"The solution has some built-in monitoring capabilities, so we escalate cases as they come, but sometimes the response to our requests is delayed."

More ServiceNow cons

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."

"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."

"We have paid $20,000 recently for a one-year license for our on-prem server."

"We have an annual license with JIRA Service Management, but it is billed monthly."

"It costs around $150 to $200 per user."

"The cost has recently increased. It might be around $20 to $25 per user license."

"I rate Service Management four out of 10 for affordability. The price could be better, especially for companies using more than one Atlassian product. It's suitable for SMBs that can afford it. I don't think there's another tool that's both better and cheaper. All help desk tools are relatively expensive."

"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."

More JIRA Service Management pricing and cost advice

"The price is okay for us. It's reasonable."

"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."

"The licenses are expensive."

"It has a higher cost compared to local/regional solutions."

"The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."

"The mandatory minimum is US$ 20,000 for licensing."

"The solution is expensive."

"ServiceNow is an expensive solution."

More ServiceNow pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

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885,444 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Construction Company

12%

Computer Software Company

12%

Manufacturing Company

11%

Healthcare Company

10%

Financial Services Firm

Manufacturing Company

Computer Software Company

Educational Organization

Financial Services Firm

11%

Manufacturing Company

10%

Computer Software Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	24
Large Enterprise	33

By reviewers
Company Size	Count
Small Business	55
Midsize Enterprise	35
Large Enterprise	168

Questions from the Community

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Earn 20 points

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

What is your experience regarding pricing and costs for JIRA Service Management?

The price is actually reasonable.

What needs improvement with JIRA Service Management?

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay th...

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...

Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...

What do you like most about ServiceNow?

The solution has a user-friendly interface.

BMC Helix ITSM vs Cherwell Service Management

Comparisons

Compared 15% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 7% of the time

Freshservice vs Cherwell Service Management

Compared 7% of the time

Hornbill Systems Supportworks vs Cherwell Service Management

Compared 5% of the time

IT Care Center vs Cherwell Service Management

Compared 4% of the time

More Cherwell Service Management Competitors

BMC Helix ITSM vs JIRA Service Management

Compared 8% of the time

Zendesk vs JIRA Service Management

Compared 7% of the time

PagerDuty Operations Cloud vs JIRA Service Management

Compared 6% of the time

Freshservice vs JIRA Service Management

Compared 5% of the time

Atera vs JIRA Service Management

Compared 4% of the time

More JIRA Service Management Competitors

BMC Helix ITSM vs ServiceNow

Compared 5% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Zendesk vs ServiceNow

Compared 4% of the time

Freshservice vs ServiceNow

Compared 3% of the time

TeamDynamix vs ServiceNow

Compared 3% of the time

More ServiceNow Competitors

Product Reports

IT Service Management (ITSM)

Download Cherwell Service Management product report

JIRA Service Management

Download JIRA Service Management product report

Download ServiceNow product report

Also Known As

No data available

JIRA Service Desk, Atlassian Jira Service Management

No data available

Overview

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

Ivanti

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace

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

IT Service Management (ITSM)