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.
"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."
"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."
"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."
"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."
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.
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