JIRA Service Management vs ManageEngine Applications Manager vs ServiceNow comparison

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JIRA Service Management

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Executive Summary

We performed a comparison between JIRA Service Management, ManageEngine Applications Manager, 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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Review summaries and opinions

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

Mindshare comparison

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
JIRA Service Management	7.3%
ServiceNow	15.8%
BMC Helix ITSM	5.7%
Other	71.2%

IT Service Management (ITSM)

Application Performance Monitoring (APM) and Observability Mindshare Distribution
Product	Mindshare (%)
ManageEngine Applications Manager	0.8%
Dynatrace	6.0%
Datadog	5.2%
Other	88.0%

Application Performance Monitoring (APM) and Observability

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
ServiceNow	15.8%
JIRA Service Management	7.3%
BMC Helix ITSM	5.7%
Other	71.2%

IT Service Management (ITSM)

Featured Reviews

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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Srinivasan Naidu

Senior System Engineer at Qatar Petroleum

Managing application health has become simpler but new monitoring features still need faster delivery

I use application discovery and dependency mapping. It helps with managing application health What I like about ManageEngine Applications Manager is the ease of use and ease of deployment. I cannot remember anything specific for future updates of the product. The new features take a lot of time…

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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

"The customer portal with connection with our knowledge base has been most valuable."

"The basic configuration and the basic abilities provided are the most valuable aspects of the solution."

"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."

"The most valuable feature of this solution is that it is user-friendly."

"The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."

"The most valuable features are the management tools."

"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system, and there are frequent updates that provide improvements."

"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."

More JIRA Service Management pros

"ManageEngine Applications Manager's installation is pretty easy."

"The most valuable feature is the ability to be able to monitor Kubernetes."

"I am impressed with the tool's reporting feature which is simple."

"ITSM is a valuable feature, it complies with the requirements in Pakistan."

"The anomaly detection feature helps with maintaining the system's health. It is regarding our IT incident center."

"Price is the big issue here in Pakistan and they offer a very good price."

"ManageEngine Applications Manager maintains the historical data and it's easy for us to analyze the trends and patterns and fix them accordingly."

"The most valuable features are: Takes care of all IT monitoring in one console: Server, apps and business services."

More ManageEngine Applications Manager pros

"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."

"If a company is looking for more accessibility, a user friendly environment where they want to explore other functionalities like HR and CSM, then ServiceNow provides that."

"ServiceNow can be used for service requests and change management."

"The ability to get in there and create stuff without worrying about setting everything up first; we can start developing right away without having to get instances set up, get everything provisional, or all the networking stuff done, and just get up and go."

"We could have chosen many different platforms but for lack of a better word, it was the easiest to be able to move to, taking all of our existing processes and data from different sources."

"ServiceNow is a really great platform, and what I like about it is the integration capabilities that save a lot of time for our customers by connecting different systems with their suppliers."

"It's very easy to customize and build off of, it's a simple platform to get up to speed on, and every company I've worked for has enjoyed their idle focus because a lot of customers just enjoy the usability of it."

"Of all the systems in our environment, ours has been the most stable."

More ServiceNow pros

Cons

"There should be better connections with access management. They should improve the connectivity."

"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."

"I don't think the program is very scalable. It lacks scaling capabilities from the performance perspective and load balancing and some other infrastructure capabilities."

"The product does not allow customization of reports."

"At times you will need add-ons or additional software, so built-in features would be helpful."

"They need to work on the speed of Jira."

"Cost has prohibited us from switching entirely to this solution."

"The licensing model could be improved. There needs to be a different licensing model for large numbers of employees, as it remains one of the main barriers to using JIRA Service Management across our entire company."

More JIRA Service Management cons

"They can improve the post-processing of the data. AppDynamics has more powerful tools for post-processing or analytics. It has some limitations in more complex environments, but because we are free to use different solutions, we try to find what is best for the customers or the problem we are trying to solve."

"The information provided by ManageEngine is not deep-dive like IBM and CA provide."

"I would say that the implementation of ManageEngine Applications Manager is too detailed. You need some training to effectually use it."

"One area of improvement is the dashboard should be more readable and available."

"The inventory of assets needs improvement."

"The problem is that implementation requires a significant amount of mapping effort."

"Even with the top-notch dashboard, it could be made stronger in order to have an additional plug-in for analytics."

"One area of improvement is the dashboard should be more readable and available."

More ManageEngine Applications Manager cons

"Calendar views - there are no nice calendar views and I think I'm just starting to learn about resource management but it would be nice for them to have the roadmaps so you can see an actual calendar view to see where, from a project, you are."

"Creating service catalog forms could be made easier."

"I'm looking at it going, "I'm a developer by training. I could cause so many problems with this system. I could create things in it that I shouldn't. I could use it for things that I shouldn't.""

"There's always room for improvement in terms of the ServiceNow UI."

"The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version. The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience."

"Their cloud management is also not that great compared to other products."

"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."

"The RPA needs improvement. That's a new area for them that they're just entering into now."

More ServiceNow cons

Pricing and Cost Advice

"The pricing is free for us because we are an associate partner for the product."

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

"JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten."

"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."

"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."

"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."

"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."

"I price of JIRA Service Management is reasonable."

More JIRA Service Management pricing and cost advice

"It is a cost-effective solution."

"The annual licensing depends on the number of monitors you have connected. Once you get to two hundred monitors you can see the price reflect."

"Price-wise, it is a cheap tool...The solution's licensing model is subscription-based, in which yearly payments are to be made."

"The solution's licensing costs are yearly."

"ManageEngine Applications Manager has reasonable pricing. It's more affordable than other solutions in the market. My company has an instance-based license for ManageEngine Applications Manager. You can purchase a yearly subscription or a perpetual license. The standard license covers most features, but you can still have some paid add-ons."

"Its price is good."

"The cost of this solution is not too bad, although it could be cheaper considering what you're getting for the price."

"The licensing costs for ManageEngine Applications Manager are around $1,200 per year. For additional monitors, you have to pay extra."

More ManageEngine Applications Manager pricing and cost advice

"I'm not aware of any additional costs. I'm pretty sure that the current client is paying just the licensing fee per user. I do know that they've got some support agreement with ServiceNow, but I don't think that is broken out or specific to Project Management. It is just inclusive."

"The setup cost is high compared to others, especially when the scope is not fixed."

"For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."

"ServiceNow is an expensive solution."

"The product cost is higher than that of other vendors."

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

"We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."

"They could be more competitive with their licensing."

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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885,789 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

Computer Software Company

Educational Organization

Construction Company

11%

Financial Services Firm

Manufacturing Company

Computer Software Company

Financial Services Firm

12%

Manufacturing Company

10%

Computer Software Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	4
Large Enterprise	10

By reviewers
Company Size	Count
Small Business	55
Midsize Enterprise	35
Large Enterprise	169

Questions from the Community

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...

What is your experience regarding pricing and costs for ManageEngine Applications Manager?

I am satisfied with the licensing cost for ManageEngine Applications Manager.

What needs improvement with ManageEngine Applications Manager?

The new features take a lot of time to be implemented, and that could be improved about ManageEngine Applications Man...

What is your primary use case for ManageEngine Applications Manager?

I use application discovery and dependency mapping. It helps with managing application health.

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 JIRA Service Management

Comparisons

Compared 8% of the time

Zendesk vs JIRA Service Management

Compared 7% of the time

PagerDuty Operations Cloud vs JIRA Service Management

Compared 5% 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

Azure Monitor vs ManageEngine Applications Manager

Compared 13% of the time

Splunk AppDynamics vs ManageEngine Applications Manager

Compared 10% of the time

SCOM vs ManageEngine Applications Manager

Compared 6% of the time

Dynatrace vs ManageEngine Applications Manager

Compared 6% of the time

Prometheus-AI Platform vs ManageEngine Applications Manager

Compared 5% of the time

More ManageEngine Applications Manager 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

JIRA Service Management

Download JIRA Service Management product report

ManageEngine Applications Manager

Download ManageEngine Applications Manager product report

ManageEngine Applications Manager report

Download ServiceNow product report

Also Known As

JIRA Service Desk, Atlassian Jira Service Management

Applications Manager

No data available

Overview

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

ManageEngine Applications Manager is an application performance management (APM) solution that is designed to give users deep insights into both the way that their applications perform and the way that users of those applications experience them. Organizations can use this solution to identify areas where their critical applications are lacking and address them before there are any negative repercussions. ManageEngine Applications Manager is the kind of tool that companies of all sizes can use to keep their applications running in the best way possible.

ManageEngine Applications Manager Benefits

Some of the ways that organizations can benefit by deploying ManageEngine Applications Manager include:

Gain real-time comprehensive insights. ManageEngine Applications Manager makes it possible for organizations to gain deep insights into every aspect of an application’s performance. This takes place in real time and enables users to take complete control of their application’s management.

Keep applications running smoothly. Organizations don’t have to worry about missing issues that will disrupt users’ ability to have a smooth experience. ManageEngine Applications Manager detects any issues and allows administrators to quickly address them before they can become major problems for users.

Ease of use. ManageEngine Applications Manager is designed to be intuitive to use so that organizations do not need to formally train employees in its use. This saves time and makes organizations more productive.

ManageEngine Applications Manager Features

Some of the many useful features ManageEngine Applications Manager has to offer include:

AI-powered threat detection and remediation. ManageEngine Applications Manager leverages AI software to spot issues as they arise and to alert administrators. Additionally, users can use this AI to automate issue remediation, which will allow administrators to focus on other tasks.

Advanced analytics. ManageEngine Applications Manager uses various analytics tools to enable users to gain critical insights from their data. These include custom dashboards that allow you to display and interpret data.

Real user monitoring. Administrators have access to tools that allow them to monitor users’ application traffic. The tools deliver detailed reports that track various critical pieces of information related to the users and their application user experience.

Reviews from Real Users

ManageEngine Applications Manager is a solution that stands out when it is compared to many of its competitors. It is part of a complete suite of management tools that users can take advantage of. The way that ManageEngine Applications Manager keeps up to date with a regular schedule of software updates enables organizations to manage their applications without worrying that they are missing any important capabilities or features. If any feature is absent, users can integrate the solution with other monitoring solutions. ManageEngine Applications Manager regularly undergoes updates that ensure that users have access to all of the latest features and patches.

Rodrigo T., the CEO of AXIOVISTA spa, writes, “This solution is a part of a complete suite of management tools. So, it can be integrated with other solutions for monitoring networks, which is very important. You can expand it or interconnect it with many other tools, which is a powerful feature.”

Syed A., the enterprise senior account manager of sales at a tech services company, writes, “Our customers appreciate that ManageEngine sends regular updates, upgrading their software several times a year.”

ManageEngine

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

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

Certis Europe, Financial Domain, SaaS Office Suite, On Demand TV, Parliament's IT Systems, Sastra Technologies, UniServity

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)