JIRA Service Management vs ServiceNow vs TOPdesk comparison

Read 225 ServiceNow reviews

24,579 Views
8,603 Comparison Views

91% willing to recommend

TOPdesk

Read 10 TOPdesk reviews

1,844 Views
1,475 Comparison Views

84% willing to recommend

JIRA Service Management

TOPdesk

Comparison Buyer's Guide

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Executive Summary

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

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: March 2026).

Help Desk Software

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Helped 885,728 peers since 2012

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 April 2026, in the Help Desk Software category, the mindshare of JIRA Service Management is 6.3%, down from 9.8% compared to the previous year. The mindshare of ServiceNow is 12.6%, down from 23.3% compared to the previous year. The mindshare of TOPdesk is 2.0%, up from 1.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
ServiceNow	12.6%
JIRA Service Management	6.3%
TOPdesk	2.0%
Other	79.1%

Help Desk Software

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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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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Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

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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 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."

"The solution is scalable; we have currently deployed it to about 35 agents and it will be deployed to around 1200 customers, all of them dealing with creating and resolving tickets."

"It is 100% stable."

"Developing processes is easy and user-friendly."

"What I really like about this solution is how it manages the queues, the tickets, and the routing."

"If you are a software development company you need to use JIRA because it aligns with project management."

"Everyone knows how to use it, so there's no need to teach new members."

"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."

More JIRA Service Management pros

"There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic."

"ServiceNow has helped improve our organization by making it more efficient, freeing up 30% of our human resources that can be utilized on other tasks, and the solution has added value to the company."

"Having quick easy access to information is crucial in any business but especially in the medical field."

"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."

"I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach."

"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."

"The Workflow feature is the most valuable."

"In the 11 years that we've been using it, it's not gone down more than once; and we started with just one help desk on it — we now have five."

More ServiceNow pros

"The most valuable feature of the solution is the ticketing feature."

"Technical support is great and we have not had any issues with them."

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

"TOPdesk is overall very stable."

"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

"Its ITSM approach is quite useful."

More TOPdesk pros

Cons

"I don't think the program is very scalable."

"I am not familiar if there's an integration with Visual Studio from Jira."

"The platform should be more user-friendly. JIRA's user interface needs training to understand and utilize."

"This solution lacks features for project management. I would like to see more reports."

"The user interface becomes sluggish when there are many items in the database, especially large Product Backlogs. I've had page-load times of more than 30 seconds on modern clients, and that's just unacceptable."

"Probably the biggest downside is that you are locked into that model and you have to accept what you signed up for."

"The solution needs to be integrated better with Office X5."

"Instability happens sometimes - although not frequently."

More JIRA Service Management cons

"We did have some performance issues where some of the system areas were slow, but that was really our fault."

"With ServiceNow, you have to do a lot of manipulation ahead of time to get to what that end state is."

"I would like to see Advanced Intelligent Automation."

"Its setup is tough. It takes a lot of knowledge and a lot of experience."

"They need to be providing vendors and implementation partners with materials and guidance on implementation."

"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."

"Knowledgeable - it's kind of questionable because the problem they are also facing is expanding leaps and bounds."

"We did some custom branding and it was a nightmare."

More ServiceNow cons

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."

"In some fields, it's just not good enough."

"Change management implementation, facility management, and making reservations on assets can be improved."

"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

"The solution should be made more user-friendly."

"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."

More TOPdesk cons

Pricing and Cost Advice

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

"We have an annual license with JIRA Service Management, but it is billed monthly."

"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."

"We need a license because we have a higher number than the free part."

"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."

"Jira Service Management has affordable license fees. It's $12 a month per person."

"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."

"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."

More JIRA Service Management pricing and cost advice

"I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term."

"It is fairly expensive."

"ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably."

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

"I have found the solution very expensive."

"There are licensing fees."

"It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."

"The mandatory minimum is US$ 20,000 for licensing."

More ServiceNow pricing and cost advice

"TOPdesk's pricing is cheaper than Jira's."

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

"The solution is inexpensive compared to competitors."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."

"The solution's pricing is reasonable and not expensive."

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Top Industries

By visitors reading reviews

Financial Services Firm

Manufacturing Company

Computer Software Company

Educational Organization

Financial Services Firm

11%

Manufacturing Company

10%

Computer Software Company

Government

Educational Organization

11%

Manufacturing Company

10%

Computer Software Company

10%

Construction Company

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	55
Midsize Enterprise	35
Large Enterprise	169

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	7

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...

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.

What is your experience regarding pricing and costs for TOPdesk?

The solution's pricing is reasonable and not expensive.

What needs improvement with TOPdesk?

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within t...

What is your primary use case for TOPdesk?

I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a parti...

BMC Helix ITSM vs JIRA Service Management

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Product Reports

JIRA Service Management

Download JIRA Service Management product report

Download ServiceNow product report

Help Desk Software

Download TOPdesk product report

Also Known As

JIRA Service Desk, Atlassian Jira Service Management

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

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.”