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Jira Service Management VS ServiceNow

Compare Jira Service Management VS ServiceNow and see what are their differences

EcholoN
Holistic service management: service, support + customer care. From Ticketing to Helpdesk, Service Desk, ITSM to Enterprise Service Management, Service Technician and Field Service Management (FSM)... featured
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Contents:
  1. » Base Details
  2. » Videos
  3. » Reviews
  4. » Alternatives

Jira Service Management logo Jira Service Management

Jira Service Management is an online development platform that facilitates users with multiple services.

ServiceNow logo ServiceNow

ServiceNow automates and manages global enterprise service relationships. Create a single system of record for enterprise services, automate manual tasks, consolidate legacy ITIL systems.
  • Jira Service Management Landing page
    Landing page //
    2023-08-18
  • ServiceNow Landing page
    Landing page //
    2022-07-12

Jira Service Management features and specs

  • Integration with Atlassian Suite
    Jira Service Management seamlessly integrates with other Atlassian products like Jira Software, Confluence, and Bitbucket, offering a cohesive environment for teams already using these tools.
  • Customizable Workflows
    Jira Service Management provides highly customizable workflows, allowing organizations to tailor their processes to meet specific ITSM needs effectively.
  • Automation Capabilities
    With built-in automation features, teams can streamline repetitive tasks, which helps in reducing overhead and improving efficiency.
  • Scalability
    The platform is scalable, making it suitable for small to large enterprises, enabling teams to grow and adapt as their service management needs evolve.
  • Robust Reporting and Analytics
    It offers comprehensive reporting and analytics capabilities, providing insights for continuous improvement and better decision-making.

Possible disadvantages of Jira Service Management

  • Complexity for New Users
    New users may find the platform overwhelming due to its extensive features and configurations, which can lead to a steeper learning curve.
  • Pricing Structure
    Jira Service Management can become expensive, especially for larger teams, as pricing scales with user count and additional features.
  • Customization Limitations
    While the platform is customizable, some specific customizations may require advanced knowledge or additional plugins that can complicate setup.
  • Performance Issues
    In some cases, users have reported performance issues, particularly when handling a large number of requests or integrating several apps.
  • Limited Out-of-the-box ITIL Features
    Although Jira Service Management supports ITIL practices, some users feel it lacks certain out-of-the-box ITIL features that competitors offer.

ServiceNow features and specs

  • Comprehensive IT Service Management
    ServiceNow provides a wide range of ITSM functionalities like incident management, problem management, change management, and asset management, making it a robust tool for IT operations.
  • Customizable
    The platform is highly customizable, allowing organizations to tailor workflows, reports, and dashboards to meet specific business needs.
  • Integration Capabilities
    ServiceNow integrates easily with other enterprise systems like ERP, CRM, and monitoring tools, facilitating cross-departmental collaboration and data sharing.
  • Scalability
    The platform is scalable and can grow with your organization, making it suitable for both small businesses and large enterprises.
  • Automation
    ServiceNow offers powerful automation features that can streamline routine tasks and processes, reducing manual effort and errors.
  • Cloud-Based
    As a SaaS platform, ServiceNow delivers regular updates and patches, ensures uptime, and offers high availability, eliminating the need for on-premises infrastructure.

Possible disadvantages of ServiceNow

  • Cost
    ServiceNow can be expensive, particularly for small to mid-sized businesses, given its licensing and implementation costs.
  • Complexity
    The platform can be complex to implement and configure, requiring specialized skills and potentially leading to a steep learning curve for new users.
  • Performance
    There can be performance issues during peak times if the system is not properly tuned, which can affect usability.
  • Customization Challenges
    While highly customizable, extensive changes can lead to difficulties with future updates and maintenance, as customizations may need to be re-applied or re-configured.
  • Vendor Lock-In
    Being deeply tied into ServiceNow's ecosystem can make it difficult to switch vendors or platforms without substantial cost and effort.
  • User Interface
    While powerful, the user interface can sometimes be seen as less intuitive compared to more modern, lightweight solutions.

Analysis of ServiceNow

Overall verdict

  • Overall, ServiceNow is considered a good choice for organizations looking to improve their IT service management and automate routine tasks. Its scalable and adaptable nature makes it a preferred option for medium to large enterprises. However, potential users should take into account the learning curve and implementation costs associated with this platform.

Why this product is good

  • ServiceNow is widely regarded as a robust and versatile platform that excels in IT service management (ITSM). It provides a comprehensive suite of tools that streamline processes, enhance operational efficiency, and improve service delivery. Its strengths include powerful automation capabilities, a customizable interface, and a strong integration ecosystem with other enterprise systems. Additionally, ServiceNow offers extensive reporting and analytics options, which enable organizations to gain valuable insights into their operations.

Recommended for

  • Enterprises seeking to enhance their IT service management processes.
  • Organizations looking to automate and streamline various business functions.
  • Companies requiring strong integration capabilities with existing enterprise systems.
  • Businesses needing customizable and comprehensive reporting and analytics tools.

Jira Service Management videos

+ Add

Introducing Jira Service Management

More videos:

  • Review - Jira Service Management Overview (Tutorial Part 1/6)
  • Review - Jira Service Management: A Review

ServiceNow videos

+ Add

User Experience | What is ServiceNow and How Can It Help Me Do My Job?

More videos:

  • Review - ServiceNow Product Review
  • Tutorial - ServiceNow Application Review - How to Disable All Mandatory Form Fields Simultaneously in Madrid

Category Popularity

0-100% (relative to Jira Service Management and ServiceNow)

Jira Service Management

ServiceNow

Help Desk And Ticketing
100 100%
Help Desk And Ticketing
0% 0
Help Desk
0 0%
Help Desk
100% 100
ITSM
100 100%
ITSM
0% 0
Service Desk
0 0%
Service Desk
100% 100

User comments

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Reviews

These are some of the external sources and on-site user reviews we've used to compare Jira Service Management and ServiceNow

Jira Service Management Reviews

We have no reviews of Jira Service Management yet.
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ServiceNow Reviews

TOP RPA tools you should never miss | Octoparse RPA
ServiceNow RPA allows customers to build and run unattended automation natively within the ServiceNow platform. Its out-of-the-box connectors to over 50 apps that are commonly used alongside ServiceNow, such as Salesforce, Office 365, ZenDesk, and more. This enables easy automation of workflows across systems. It also has a visual interface for creating automation without...
Source: www.octoparse.ai
13 tools to use for DevSecOps automation
💰 ServiceNow is a cloud computing platform to help companies manage digital workflows for their operations. The ServiceNow node allows you to manage, among others, incidents, business services, and user roles.
Source: n8n.io
The Best Asset Management Software of 2017
Bottom Line: ServiceNow asset management is usable from a features perspective, but is burdened by a complex user interface that's mostly the result of it being part of a much larger business application framework.
Source: au.pcmag.com

Social recommendations and mentions

Based on our record, ServiceNow seems to be more popular. It has been mentiond 2 times since March 2021. We are tracking product recommendations and mentions on various public social media platforms and blogs. They can help you identify which product is more popular and what people think of it.

Jira Service Management mentions (0)

We have not tracked any mentions of Jira Service Management yet. Tracking of Jira Service Management recommendations started around Mar 2021.

ServiceNow mentions (2)

  • Case creation via email
    The instance email address is tied to the instance name. Rename the instance and the email address also changes. You cannot change the email address otherwise. However, as mentioned, you can have a custom email address [something@yourdomain.com](mailto:something@yourdomain.com) forward to the instance email address. From a user perspective, they wouldn't be using a servicenow.com email address and you have to... Source: over 2 years ago
  • Is there a payment service that can be used in the Caribbean?
    Wrong sub, friend. This is for the product servicenow. Source: over 3 years ago

What are some alternatives?

When comparing Jira Service Management and ServiceNow, you can also consider the following products

HaloITSM - You’re in good company 100,000+ people, from 50+ countries, trust HaloITSM to deliver their IT Service Desk.

Zendesk - Zendesk is a beautiful, lightweight help-desk solution.

ALVAO IT Service Management - Manage everything from ticketing to asset tracking and boost your business with one powerful ITSM platform that eases your IT department workload.

Freshservice - Freshservice: the one-stop cloud solution for all your IT management needs.

Jira Service Desk - IT service desk and customer service software by Jira Service Desk. Powerful ticketing system used by 25,000+ organizations. Try it free today.

Freshdesk - Freshdesk is a cloud-based customer support software that lets you support customers through traditional channels like phone and email, social channels like Facebook and Twitter, and your own branded community

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