509 Ratings
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Score 8.3 out of 100
458 Ratings
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Score 8.4 out of 100

Feature Set Ratings

    Project Management

    7.7

    Atlassian Jira Align

    77%

    ServiceNow IT Service Management

    Feature Set Not Supported
    N/A
    Atlassian Jira Align ranks higher in 14/14 features

    Task Management

    9.0
    90%
    21 Ratings
    N/A
    0 Ratings

    Resource Management

    8.1
    81%
    21 Ratings
    N/A
    0 Ratings

    Gantt Charts

    7.7
    77%
    15 Ratings
    N/A
    0 Ratings

    Scheduling

    7.6
    76%
    17 Ratings
    N/A
    0 Ratings

    Workflow Automation

    6.7
    67%
    16 Ratings
    N/A
    0 Ratings

    Team Collaboration

    9.5
    95%
    21 Ratings
    N/A
    0 Ratings

    Support for Agile Methodology

    9.3
    93%
    20 Ratings
    N/A
    0 Ratings

    Support for Waterfall Methodology

    5.8
    58%
    13 Ratings
    N/A
    0 Ratings

    Document Management

    6.7
    67%
    17 Ratings
    N/A
    0 Ratings

    Email integration

    7.6
    76%
    17 Ratings
    N/A
    0 Ratings

    Mobile Access

    5.6
    56%
    14 Ratings
    N/A
    0 Ratings

    Timesheet Tracking

    8.4
    84%
    15 Ratings
    N/A
    0 Ratings

    Change request and Case Management

    8.4
    84%
    19 Ratings
    N/A
    0 Ratings

    Budget and Expense Management

    8.0
    80%
    11 Ratings
    N/A
    0 Ratings

    Professional Services Automation

    8.0

    Atlassian Jira Align

    80%

    ServiceNow IT Service Management

    Feature Set Not Supported
    N/A
    Atlassian Jira Align ranks higher in 4/4 features

    Quotes/estimates

    8.3
    83%
    12 Ratings
    N/A
    0 Ratings

    Invoicing

    7.2
    72%
    12 Ratings
    N/A
    0 Ratings

    Project & financial reporting

    8.6
    86%
    14 Ratings
    N/A
    0 Ratings

    Integration with accounting software

    8.0
    80%
    8 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Atlassian Jira Align

    Feature Set Not Supported
    N/A
    8.4

    ServiceNow IT Service Management

    84%
    ServiceNow IT Service Management ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    9.3
    93%
    65 Ratings

    Expert directory

    N/A
    0 Ratings
    8.0
    80%
    49 Ratings

    Service restoration

    N/A
    0 Ratings
    8.0
    80%
    54 Ratings

    Self-service tools

    N/A
    0 Ratings
    8.1
    81%
    63 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.5
    75%
    61 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.7
    87%
    58 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    8.9
    89%
    60 Ratings

    ITSM asset management

    Atlassian Jira Align

    Feature Set Not Supported
    N/A
    8.3

    ServiceNow IT Service Management

    83%
    ServiceNow IT Service Management ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    8.1
    81%
    58 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    8.4
    84%
    57 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    8.3
    83%
    51 Ratings

    Change management

    Atlassian Jira Align

    Feature Set Not Supported
    N/A
    8.4

    ServiceNow IT Service Management

    84%
    ServiceNow IT Service Management ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    8.6
    86%
    60 Ratings

    Change calendar

    N/A
    0 Ratings
    8.1
    81%
    54 Ratings

    Service-level management

    N/A
    0 Ratings
    8.7
    87%
    56 Ratings

    Attribute Ratings

    • Atlassian Jira Align is rated higher in 1 area: Usability
    • ServiceNow IT Service Management is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating
    • Atlassian Jira Align and ServiceNow IT Service Management are tied in 1 area: Implementation Rating

    Likelihood to Recommend

    8.8

    Atlassian Jira Align

    88%
    21 Ratings
    9.0

    ServiceNow IT Service Management

    90%
    77 Ratings

    Likelihood to Renew

    9.6

    Atlassian Jira Align

    96%
    2 Ratings
    10.0

    ServiceNow IT Service Management

    100%
    12 Ratings

    Usability

    6.6

    Atlassian Jira Align

    66%
    2 Ratings
    6.4

    ServiceNow IT Service Management

    64%
    11 Ratings

    Availability

    Atlassian Jira Align

    N/A
    0 Ratings
    10.0

    ServiceNow IT Service Management

    100%
    2 Ratings

    Performance

    Atlassian Jira Align

    N/A
    0 Ratings
    9.0

    ServiceNow IT Service Management

    90%
    2 Ratings

    Support Rating

    7.0

    Atlassian Jira Align

    70%
    21 Ratings
    7.4

    ServiceNow IT Service Management

    74%
    40 Ratings

    Online Training

    Atlassian Jira Align

    N/A
    0 Ratings
    1.0

    ServiceNow IT Service Management

    10%
    1 Rating

    Implementation Rating

    10.0

    Atlassian Jira Align

    100%
    1 Rating
    10.0

    ServiceNow IT Service Management

    100%
    6 Ratings

    Product Scalability

    Atlassian Jira Align

    N/A
    0 Ratings
    10.0

    ServiceNow IT Service Management

    100%
    1 Rating

    Vendor post-sale

    9.0

    Atlassian Jira Align

    90%
    1 Rating

    ServiceNow IT Service Management

    N/A
    0 Ratings

    Vendor pre-sale

    9.0

    Atlassian Jira Align

    90%
    1 Rating

    ServiceNow IT Service Management

    N/A
    0 Ratings

    Likelihood to Recommend

    Atlassian

    The Atlassian Jira Align (formerly AgileCraft) tools help keep our scrum teams moving in the right direction. It gives Sr. Executives visibility into the progress of our digital transformation efforts. It provides information to our program manager to create the necessary artifacts to justify continued funding of our initiatives. It also supports the SAFe framework, along with some others. And the Atlassian Jira Align (formerly AgileCraft) tools provide integration to other tools that we use in our portfolio.
    Read full review

    ServiceNow

    In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
    Read full review

    Pros

    Atlassian

    • Effective Sprint planning : Sprint planning can be done using Planning Poker in AgileCraft by clicking Team > Manage > Other > Estimation Games very effectively for distributed teams.
    • Team Capacity Allocation Report: After tasks are created at team or program level, the report from AgileCraft cab be pulled and can be verified that no team member is under or over allocated. A report can be generated by navigating to Team > Manage > Assign Tasks.
    • Effective Requirement trace-ability: To maintain requirements trace-ability follow the steps below:
    • Upload test cases against the story/requirement. once uploaded test cases will be visible under that story
    • Execute Test cases in AgileCraft and mark them as Pass/Fail based on the actual outcome
    • Based on test results, The acceptance criterion's can be marked as “Pass” or “Fail” & if marked failed corresponding defect can be logged & can be attached with the story
    • So against each story we can easily see whether all test cases been executed or not & which acceptance criterion's are failed & how many defects are in open or close state.
    • Daily Scrum: In AgileCraft, the option to run a daily stand-up is available from Team > Manage > Daily Standups. Selecting the sprint number opens the daily stand-up meeting window in which each team member's tasks are visible and hours can be burned against them. Conduct Scrum meetings in AgileCraft, and burn each associate hour against the tasks created during the meeting. The burn-down chart can be generated & viewed during the stand-up to check whether the team is on track.
    Read full review

    ServiceNow

    • When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
    • I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
    • Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
    • To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
    Read full review

    Cons

    Atlassian

    • The initial ticket creation screen lacks some important features, such as assigning "point values" (a measure of effort needed for the ticket).
    • The browser needs to be manually refreshed to see new tickets, which can make things confusing when several people in a meeting are simultaneously creating tickets.
    • The interface on some smaller portions of the software are sometimes difficult to understand.
    Read full review

    ServiceNow

    • It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
    • The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
    • The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
    Read full review

    Pricing Details

    Atlassian Jira Align

    Starting Price

    $0 per year

    Editions & Modules

    Atlassian Jira Align editions and modules pricing
    EditionModules
    Starting Price$27,000.001
    Maximum Price$3,987,600.002

    Footnotes

    1. per year
    2. per year

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    ServiceNow IT Service Management

    Starting Price

    $0 per year

    Editions & Modules

    ServiceNow IT Service Management editions and modules pricing
    EditionModules
    Starting Price$10,000.001

    Footnotes

    1. per year

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    Atlassian

    There is nothing that can be better than Jira but it needs to keep improving certain areas especially the attachment size area.
    Read full review

    ServiceNow

    To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
    Read full review

    Usability

    Atlassian

    Most of the things are easily manageable except certain things that are hidden and you need to ask teammates who are aware of how they can link attachements in the comment section and so on.
    Read full review

    ServiceNow

    The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
    Read full review

    Reliability and Availability

    Atlassian

    No answers on this topic

    ServiceNow

    We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
    Read full review

    Performance

    Atlassian

    No answers on this topic

    ServiceNow

    For a massive system, page loads are reasonably quick, including searches.
    Read full review

    Support Rating

    Atlassian

    Overall support from Jira team is good. It comes at an additional price but it is very efficient. There are no long wait times, you get a dedicated team to look into your issues. The support is available throughout the year and they keep a record of your issues. Overall we are very satisfied with the support they have provided us over the years, it has been very effective for the price that we pay.
    Read full review

    ServiceNow

    I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
    Read full review

    Online Training

    Atlassian

    No answers on this topic

    ServiceNow

    To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
    Read full review

    Implementation Rating

    Atlassian

    No answers on this topic

    ServiceNow

    Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
    Read full review

    Alternatives Considered

    Atlassian

    Microsoft Azure Devops won't have the major functionality of software management like Jira. The customization provided by Jira is having a cutting edge over any project management tool. Adds-on and Plugins feature in the Jira Tool make it as perfect as desired task management tool for any company. One of the best Agile based Project Management Tools.
    Read full review

    ServiceNow

    We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
    Read full review

    Scalability

    Atlassian

    No answers on this topic

    ServiceNow

    ServiceNow works as an enterprise solution.
    Read full review

    Return on Investment

    Atlassian

    • It has positively impacted our tech teams, allowing them to better organize the tasks and items they are working on and has greatly improved their ability to communicate & review these tasks with other teams.
    • I believe it negatively impacted other departments as lengthy training was required by many associates to attempt using the tool, only to find out it didn't meet our needs, therefore much time was wasted.
    Read full review

    ServiceNow

    • ServiceNow has helped majorly in removing the in-house development effort for the ticketing tool and now we can focus on using the ticketing system and rest is managed by service now
    • ServiceNow have had a great impact in Incident reporting and management through its subscription models and a powerful dashboard
    • With machine learning feature available within service now, we are able to analyze the incident patterns and root cause and reduce the production outages
    Read full review

    Add comparison