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JIRA Service Management vs ServiceNow comparison

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Comparison Buyer's Guide
Executive Summary

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

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed JIRA Service Management vs. ServiceNow report (Updated: September 2022).
634,325 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:
Pros
"A good organizational tool.""JSM's best feature is the integration with other Jira products.""The dashboards in Jira have been the most useful feature.""I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful.""One of the valuable features is that an automatic response or action can be taken on tickets.""The customer portal allows users to register tickets themselves.""The initial setup is easy and straightforward.""The product is not lacking anything that a QA will want to use."

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"ServiceNow is an industry leader in multiple areas and provides an excellent ROI.""You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider.""Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports.""Great that it's knowledge-based and you can use the flows in ServiceNow.""There are lots of modules around IT service management such as IT business management and human resource management (HRC).""I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution.""It has more extensive features as compared to the other competitors.""ServiceNow is a cloud-based platform, so people won't need to worry about investing on hardware to host it. Being on the cloud, it is available 24x7. It's scalable, stable, and multifeatured, with a straightforward setup and good technical support."

More ServiceNow Pros →

Cons
"JIRA Service could benefit from improvements to its voice support.""The initial setup is very complex.""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.""I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market.""When you raise a ticket with Jira, there's no ability to see your other JIRA tickets.""With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered.""The documentation needs improving, it's difficult to find specific procedures.""It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."

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"It should have more artificial intelligence for business and work capabilities. The community is not so active. There must be initiatives to make the community talk more and share more information.""There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting.""If you have advanced questions, technical support often doesn't know the answer.""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.""I would like to see more functionality in terms of custom workflows, not impacting the overall platform health.""The interface requires an upgrade.""The solution should offer better security when it comes to storing data.""ServiceNow doesn't cater to the Middle Eastern market."

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 setup cost is high compared to others, especially when the scope is not fixed."
  • "I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."
  • "$230 per user."
  • "It is very expensive because it is a big organization. You have to pay for additional things."
  • "ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."
  • "There are licensing fees."
  • "The price of the solution is comparable to industry standards. For the features that we received, it is reasonable."
  • "This is a pretty expensive product, so the licensing could be better."
  • More ServiceNow Pricing and Cost Advice →

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

    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
    User

    JIRA Service Desk gives you a better monetary deal.

    David Shimberg - PeerSpot reviewerDavid Shimberg
    User

    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 »
    Ranking
    2nd
    out of 56 in Help Desk Software
    Views
    9,389
    Comparisons
    7,540
    Reviews
    30
    Average Words per Review
    470
    Rating
    8.2
    1st
    out of 56 in Help Desk Software
    Views
    49,563
    Comparisons
    33,852
    Reviews
    74
    Average Words per Review
    570
    Rating
    8.2
    Comparisons
    Also Known As
    JIRA Service Desk
    Learn More
    Overview

    Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident, problem, change, and configuration management.

    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

    IT Central Station 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.

    Offer
    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
    REVIEWERS
    Computer Software Company38%
    Comms Service Provider13%
    Retailer8%
    Transportation Company8%
    VISITORS READING REVIEWS
    Computer Software Company20%
    Comms Service Provider16%
    Government9%
    Financial Services Firm8%
    REVIEWERS
    Financial Services Firm16%
    Computer Software Company15%
    Healthcare Company9%
    Manufacturing Company9%
    VISITORS READING REVIEWS
    Computer Software Company21%
    Comms Service Provider11%
    Financial Services Firm10%
    Government9%
    Company Size
    REVIEWERS
    Small Business35%
    Midsize Enterprise31%
    Large Enterprise33%
    VISITORS READING REVIEWS
    Small Business20%
    Midsize Enterprise19%
    Large Enterprise61%
    REVIEWERS
    Small Business21%
    Midsize Enterprise14%
    Large Enterprise65%
    VISITORS READING REVIEWS
    Small Business16%
    Midsize Enterprise14%
    Large Enterprise70%
    Buyer's Guide
    JIRA Service Management vs. ServiceNow
    September 2022
    Find out what your peers are saying about JIRA Service Management vs. ServiceNow and other solutions. Updated: September 2022.
    634,325 professionals have used our research since 2012.

    JIRA Service Management is ranked 2nd in Help Desk Software with 34 reviews while ServiceNow is ranked 1st in Help Desk Software with 76 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, Zendesk Guide, BMC Helix ITSM and PagerDuty, whereas ServiceNow is most compared with Microsoft Power Apps, BMC Helix ITSM, ManageEngine ServiceDesk Plus, Appian and Pega BPM. 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.