JIRA Service Management vs ServiceNow comparison

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54,222 views|34,395 comparisons
Comparison Buyer's Guide
Executive Summary
Updated on Oct 31, 2022

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.

  • Ease of Deployment: Jira Service Management users mostly note that the initial setup is very simple and straightforward. ServiceNow users note the initial setup can be complex because it has a lot of content and out-of-the-box configurations.
  • Features: Users of both solutions are generally happy with their stability and scalability.

    Jira Service Management users are particularly satisfied with its ease of use, integration, and flow of reports. Some note that they would like the solution to simplify its customizations.

    ServiceNow users say they’re impressed with the solution's incident management, chain management, and problem management features. Some users mention that the product’s dashboards and reporting could be improved.
  • Pricing: Jira Service Management users say the price is reasonable and affordable for budget-conscious organizations. Some ServiceNow users note that the solution is expensive but fair.
  • ROI: Users of both solutions mention significant ROI.
  • Service and Support: Users of both solutions report excellent support, though a few Jira Service Management users mention that tech support through Atlassian is sometimes patchy and dependent on who you get.

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.

To learn more, read our detailed JIRA Service Management vs. ServiceNow Report (Updated: March 2023).
685,707 professionals have used our research since 2012.
Q&A Highlights
Question: What are the differences in purchase and maintenance costs for ServiceNow and JIRA Service Desk?
Answer: Currently, we work with REMEDY in Totalsec, it is the ticketing tool that manages the Operation processes in Totalsec. We are evaluating SERVICE NOW, as we are looking for new features to control our tickets. It is my first approach with SERVICE NOW, but I have seen it operatively very complete and at a price similar to REMEDY. At the moment I have not worked with JIRA. From my experience, I believe that as long as you have documented processes that work in line with best practices, the platform to use should allow you to have very orderly and beneficial management for your business.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
"The most valuable features of this solution are Incident and Request Management.""The stability of JIRA Service Management is good.""We get software developed faster.""Easy to use and user-friendly.""Useful for tracking issues with development.""I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting.""The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms.""It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."

More JIRA Service Management Pros →

"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.""We have found change management and CMDB to be very useful.""It's actually easy to understand.""Straightforward tool.""I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs.""It's more about the ease of use of ServiceNow. Plus, everything is there in a single platform. If you need any additional functionality, you just need to enable the plugins without even installing anything on the servers""I have found the workflows and integration the most valuable in this solution.""The subsequent chain of tasks, I believe, is valuable."

More ServiceNow Pros →

"Lacks an interface where the customer can report issues.""A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity.""We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better.""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.""The performance in cloud service management could be improved.""The solution needs to be integrated better with Office X5.""It is pretty complex to move between the test environment and the production environment. There is potential for improvement.""The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."

More JIRA Service Management Cons →

"if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future.""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.""Making a mobile version would be helpful.""Their GUI could be updated.""Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge.""Complexities in the organization made the initial deployment complex.""They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more.""The pricing of the solution could be better. It's a bit high."

More ServiceNow Cons →

Pricing and Cost Advice
  • "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."
  • "We need a license because we have a higher number than the free part."
  • "The pricing is very competitive and I think that it is okay."
  • "I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."
  • "For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
  • "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."
  • "Licensing can become quite expensive."
  • "I price of JIRA Service Management is reasonable."
  • More JIRA Service Management Pricing and Cost Advice →

  • "The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."
  • "The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."
  • "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."
  • "Certainly, from a product-platform perspective, the price is not too bad."
  • "They could be more competitive with their licensing."
  • "The price of this solution is expensive."
  • "I have found the solution very expensive."
  • "We are happy with the pricing."
  • More ServiceNow Pricing and Cost Advice →

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    Answers from the Community
    FARS ERwan
    Rohit Goyal - PeerSpot reviewerRohit Goyal

    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.

    reviewer761322 - PeerSpot reviewerreviewer761322 (Technology Manager at a computer software company with 51-200 employees)
    Real User

    If you need an ITIL aligned helpdesk system, codeless customizations and cost-effective, check out ManageEngine Servicedesk Plus.

    Jose Velez - PeerSpot reviewerJose Velez

    JIRA Service Desk gives you a better monetary deal.

    David Shimberg - PeerSpot reviewerDavid Shimberg

    I don’t know the answer, but I assume JIRA will be significantly less money.

    David Sandoval - PeerSpot reviewerDavid Sandoval
    Real User

    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

    Questions from the Community
    Top Answer:Hi,  There are no ITSM  tools that are HIPAA compliant as per my knowledge. The tools need to be tuned and configured to be compliant with Standards for Privacy of Individually Identifiable Health… more »
    Top Answer:The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I… more »
    Top Answer:The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping the… more »
    Top Answer:Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp.  Because ServiceNow has a very strong module (Performance Analysis) reporting which will… more »
    Top Answer:There are several differences between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
    out of 58 in Help Desk Software
    Average Words per Review
    out of 58 in Help Desk Software
    Average Words per Review
    Also Known As
    JIRA Service Desk
    Learn More

    JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:

    1. Accelerating the flow of work between IT teams, development teams, and business teams

    2. Empowering teams to deliver their service more quickly

    3. Bringing visibility to their work

    Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.

    JIRA Service Management Features

    JIRA Service Management has many valuable key features. Some of the most useful ones include:

    • Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
    • Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
    • Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
    • Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
    • Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
    • Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
    • Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.

    JIRA Service Management Benefits

    There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:

    • The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.
    • Work is made visible through the open and collaborative JIRA platform.
    • Connect IT and development on a single platform to accelerate workflow.
    • Gain significant ROI with competitive pricing on useful features.
    • Benefit from faster time to value by implementing a full ITSM solution in just a few months.
    • Lower total cost of ownership without expensive ongoing maintenance and upgrades.
    • Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.

    Reviews from Real Users

    JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:

    Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”

    Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”

    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
    Financial services

    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.

    Learn more about JIRA Service Management
    Learn more about ServiceNow
    Sample Customers
    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    
    Top Industries
    Computer Software Company32%
    Comms Service Provider14%
    Transportation Company7%
    Computer Software Company18%
    Comms Service Provider10%
    Financial Services Firm9%
    Financial Services Firm16%
    Computer Software Company15%
    Healthcare Company9%
    Manufacturing Company9%
    Computer Software Company18%
    Financial Services Firm10%
    Comms Service Provider7%
    Company Size
    Small Business38%
    Midsize Enterprise28%
    Large Enterprise34%
    Small Business24%
    Midsize Enterprise16%
    Large Enterprise60%
    Small Business21%
    Midsize Enterprise15%
    Large Enterprise64%
    Small Business17%
    Midsize Enterprise14%
    Large Enterprise69%
    Buyer's Guide
    JIRA Service Management vs. ServiceNow
    March 2023
    Find out what your peers are saying about JIRA Service Management vs. ServiceNow and other solutions. Updated: March 2023.
    685,707 professionals have used our research since 2012.

    JIRA Service Management is ranked 2nd in Help Desk Software with 45 reviews while ServiceNow is ranked 1st in Help Desk Software with 57 reviews. JIRA Service Management is rated 8.2, while ServiceNow is rated 8.2. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of ServiceNow writes "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". JIRA Service Management is most compared with ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM, PagerDuty and Zendesk Guide, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, ManageEngine ServiceDesk Plus and IBM Maximo. 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.