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Cherwell Service Management vs JIRA Service Management vs ServiceNow comparison

 

Comparison Buyer's Guide

Executive Summary

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 October 2025, in the IT Service Management (ITSM) category, the mindshare of Cherwell Service Management is 1.3%, up from 0.5% compared to the previous year. The mindshare of JIRA Service Management is 8.7%, down from 11.5% compared to the previous year. The mindshare of ServiceNow is 21.0%, down from 26.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM) Market Share Distribution
ProductMarket Share (%)
ServiceNow21.0%
JIRA Service Management8.7%
Cherwell Service Management1.3%
Other69.0%
IT Service Management (ITSM)
 

Featured Reviews

Thobile Moeketsi - PeerSpot reviewer
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.
Karim Yousef - PeerSpot reviewer
Efficiently track and document projects with seamless tool integration
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…
Nikhil Gohil - PeerSpot reviewer
Enables effective incident management and seamless workflow automation with valuable mobile accessibility
I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.

Quotes from Members

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

Pros

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The dashboard and the reporting functionality are the solution's most valuable features."
"All our activities are carried out in the one place."
"The dashboard is very useful to get a quick overview of current tasks."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The most valuable features are problem management and change management."
"We have found the issue type feature particularly valuable, as it provides an out-of-the-box solution that aligns with our needs."
"JIRA Service Management is a very user-friendly solution."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"Apart from ticket management and workflow, the Kanban board is one of the helpful tools in Jira."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"The dashboards are nicely laid out."
"This solution has helped us a great deal in project management tracking and forecasting."
"Easy to implement and consolidate different platforms and users with useful functionalities."
"I have seen ROI from ServiceNow, as the client I mentioned earlier is achieving ROI for adopting this cloud-based technology."
"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 like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide."
"I think ServiceNow is highly stable. These kinds of tools are used in a big company, and I haven't seen any issues in terms of the core platform."
"ServiceNow is very easy to set up."
"Easy to integrate with third-party applications."
"We used ServiceNow for change management, release management, and event management."
 

Cons

"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."
"Access is only available if we're on VPN."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"The stability, specifically in the on-premises deployment model, could be improved."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"I am not familiar if there's an integration with Visual Studio from Jira."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"An AI feature that enables automation and alerts for users can be an improvement."
"The interface could be made easier to use."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"While ServiceNow has many options, the number of options can sometimes be confusing regarding where to click or how things work, as it is based on configuration provided by the administrator."
"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."
"The discovery of assets could be improved; right now they only allow for one domain."
"There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon."
"In an upcoming release, there should be more administration tools."
"Complexities in the organization made the initial deployment complex."
"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
"There is a need for bug or error tracking in ServiceNow."
 

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."
"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."
"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."
"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."
"The pricing is very competitive and I think that it is okay."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"It is one of the premium products on the market, but it is very costly, especially in the Indian market."
"For large-scale companies, the cost of ServiceNow is not expensive, but for small and mid-scale companies, it is higher."
"It is an expensive platform."
"$230 per user."
"Getting the solution up and running is expensive."
"This is a pretty expensive product, so the licensing could be better."
"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."
"The cost is quite high."
"The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."
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Top Industries

By visitors reading reviews
Computer Software Company
15%
Energy/Utilities Company
13%
Legal Firm
13%
Manufacturing Company
10%
Computer Software Company
17%
Financial Services Firm
10%
Manufacturing Company
9%
Educational Organization
6%
Computer Software Company
12%
Financial Services Firm
12%
Manufacturing Company
10%
Government
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business30
Midsize Enterprise23
Large Enterprise33
By reviewers
Company SizeCount
Small Business54
Midsize Enterprise36
Large Enterprise163
 

Questions from the Community

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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.
 

Also Known As

No data available
JIRA Service Desk
No data available
 

Overview

 

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    
Find out what your peers are saying about ServiceNow, Atlassian, BMC Helix and others in IT Service Management (ITSM). Updated: September 2025.
869,095 professionals have used our research since 2012.