Jira Software vs. ServiceNow IT Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Jira Software
Score 8.0 out of 10
N/A
JIRA Software is an application lifecycle management solution for software development teams. It allows users to create, prioritize and track the progress of tasks across multiple team members, and offers a wide range of integrations. It is offered via the cloud and local servers.
$10
per month
ServiceNow IT Service Management
Score 8.5 out of 10
N/A
ServiceNow is a fast-growing service management provider that went public in 2012. Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management, and (on the higher tier ITSM Professional plan) ITAM and software asset management.
$10,000
per year
Pricing
Jira SoftwareServiceNow IT Service Management
Editions & Modules
Standard
$7
Per User Per Month
Premium
$14
Per User Per Month
Free
Free
Enterprise
Contact Sales
Starting Price
$10,000.00
per year
Offerings
Pricing Offerings
Jira SoftwareServiceNow IT Service Management
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Jira SoftwareServiceNow IT Service Management
Considered Both Products
Jira Software
Chose Jira Software
With easy customization, JIRA was able to scale up to our varying organizational needs. We did not have to buy separate tools for Bug life cycle management, customer support, product delivery, or project management. Nor did we build any other in-house solution. It spans to all …
Chose Jira Software
We remain with JIRA even though our umbrella company is fully invested with ServiceNow(SNOW) as SNOW has just a portion of the utility of JIRA when it comes to agile development. SNOW also requires advanced technicians and an entire support team to maintain, whereas JIRA's …
ServiceNow IT Service Management
Chose ServiceNow IT Service Management
ServiceNow is much more easy to use than BMC Remedy. It is much more customizable and user-friendly. BMC Rememedy is a large clunky tool that is over-priced. JIRA is a tool that can be used in conjunction with ServiceNow so it is not really an apples-to-apples comparison. They …
Chose ServiceNow IT Service Management
Atlassian JIRA with Service Desk
We use JIRA for development and ServiceNow for support. Working in an international company, it is difficult to track and difficult for everyone have insight to what is going on in an issue. Because of the lack of functionality in ServiceNow, we …
Chose ServiceNow IT Service Management
ServiceNow is fully featured compared to JIRA. JIRA was quick and easy to get it up and running. However, any level of complexity required, JIRA simply becomes too hard or simply can't do.
Chose ServiceNow IT Service Management
Task management is easy in ServiceNow compared to JIRA, Freshdesk, and other tools. Asset management and change management is easy in ServiceNow. Community support is the major advantage for ServiceNow. The API and extensibility of ServiceNow are very high. Considering …
Chose ServiceNow IT Service Management
Originally designed for software bug tracking, JIRA is much easier to use than ServiceNow. It lacks the CMDB power of ServiceNow, but can be adapted for not only ticketing, but change management as well. I worked with both SerivceNow at my previous employer who tossed it in …
Chose ServiceNow IT Service Management
We looked into a few different tools. We POC'ed Jira, and while it did a lot of things well, it didn't meet our needs. ServiceNow has a lot of different features that were attractive to our firm and ultimately, we decided the extra cost was well worth it. Zendesk was another …
Chose ServiceNow IT Service Management
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 …
Chose ServiceNow IT Service Management
The IT Asset Management tool that is included and the way you connect that to your support portal is one of the things where ServiceNow is stacking up against Jira or TOPdesk for example. The features are unlimited and that is why we prefer this tool.
Chose ServiceNow IT Service Management
ServiceNow IT Service Management license cost very cheap compared to other tools available in the market. It is easy to manage records and information with in the seperate tables. User interface made simple and easy to access. Okta integration available to manage employee data …
Chose ServiceNow IT Service Management
This software was used previously. the software was not easy to configure like servicenow and the visual dashboards and the ui experience was less appealing compared to ServiceNow. ServiceNow offers a lot pf features which can be used across the industry. Gives better …
Chose ServiceNow IT Service Management
ServiceNow feels like a more robust and polished product the creation of workflows and flexibility to customize is better than with the rest of the applications, it is also easier to integrate with external applications as these 'connections' are regularly updated to …
Chose ServiceNow IT Service Management
SNOW provides a single platform to support multiple use cases with a strong Incident Management solution, extensible Knowledgebase, and powerful content management. There are not many products with the same scalability and robustness.
Chose ServiceNow IT Service Management
ServiceNow leads the industry for a reason, they are simply the best in the space. The tool is modern, hosted, updated regularly, and has over 1000 out of the box connectors for other popular products. The tool really does it all and provides a ton of functionality to end users …
Chose ServiceNow IT Service Management
ServiceNow seems to be able to scale as large as you would like it to and outpaces the competition as far as ease of licenses and growth. While it is clunky it really allows you to drill down to the smallest workflow or permissions to really allow the system to build around …
Chose ServiceNow IT Service Management
ServiceNow is a platform for service management, this is the big separator between the competitors. It is not simply an ITSM tool, and most organizations need a single pane of glass. This allows for all service management to live in one tool, which is the nirvana that most …
Chose ServiceNow IT Service Management
ServiceNow has the richest feature set and is the best ITSM tool I've used.
Top Pros
Top Cons
Features
Jira SoftwareServiceNow IT Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Jira Software
-
Ratings
ServiceNow IT Service Management
8.3
67 Ratings
2% above category average
Organize and prioritize service tickets00 Ratings8.966 Ratings
Expert directory00 Ratings7.650 Ratings
Service restoration00 Ratings7.755 Ratings
Self-service tools00 Ratings9.064 Ratings
Subscription-based notifications00 Ratings7.662 Ratings
ITSM collaboration and documentation00 Ratings8.459 Ratings
ITSM reports and dashboards00 Ratings8.961 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Jira Software
-
Ratings
ServiceNow IT Service Management
8.5
60 Ratings
3% above category average
Configuration mangement00 Ratings8.259 Ratings
Asset management dashboard00 Ratings8.658 Ratings
Policy and contract enforcement00 Ratings8.752 Ratings
Change management
Comparison of Change management features of Product A and Product B
Jira Software
-
Ratings
ServiceNow IT Service Management
8.1
61 Ratings
4% below category average
Change requests repository00 Ratings7.761 Ratings
Change calendar00 Ratings7.555 Ratings
Service-level management00 Ratings9.157 Ratings
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Jira SoftwareServiceNow IT Service Management
Small Businesses
Polarion ALM
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Score 9.1 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Polarion ALM
Polarion ALM
Score 9.1 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Polarion ALM
Polarion ALM
Score 9.1 out of 10
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Score 9.3 out of 10
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User Ratings
Jira SoftwareServiceNow IT Service Management
Likelihood to Recommend
8.7
(186 ratings)
8.3
(78 ratings)
Likelihood to Renew
9.0
(35 ratings)
9.0
(13 ratings)
Usability
6.9
(28 ratings)
6.3
(11 ratings)
Availability
5.3
(3 ratings)
10.0
(1 ratings)
Performance
8.0
(1 ratings)
9.0
(1 ratings)
Support Rating
8.8
(23 ratings)
7.3
(22 ratings)
Online Training
8.0
(1 ratings)
1.0
(1 ratings)
Implementation Rating
9.0
(1 ratings)
10.0
(3 ratings)
Ease of integration
7.7
(8 ratings)
-
(0 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Jira SoftwareServiceNow IT Service Management
Likelihood to Recommend
Atlassian
The Jira software works well for managing scrum boards and allocating resources to a task. When your Epics and Issues are set up properly, it can give you a good idea of where your team stands and the trajectory of your project. It is not the ideal solution if you need to provide documentation and support to people outside of your product teams or organization. It would benefit from having a public documentation or repository feature.
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
  • Running sprints and tracking progress of roadmap, epics, story, task and subtask
  • The user interface is great. It allows tables inside details, have common shortcuts and clean design.
  • Can create custom dashboards and can view data in multiple ways
  • Advanced access rights based on role
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
  • Management of the software is very difficult at times, although has improved.
  • Ability to manage resources is really non-existent, there are some plugins but they are ALL buggy (I've tested them all).
  • Better integration with Trello, would love to see this happen. Right now it's very clumsy.
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
Likelihood to Renew
Atlassian
This is because Jira Software generates a huge profit for an affordable price. Having a tool that makes team management transparent and effective is very valuable.
In addition, the renewal of Jira Software and all Atlassian tools is predictable and clear, as the prices are published on the Atlassian website and there is no pyramid of intermediaries.
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
JIRA Software is a pretty complex tool. We have a project manager for JIRA who onboarded us, created our board, and taught us the basics. I think it would have been pretty overwhelming to learn without her. JIRA offers so much functionality that I'm not aware of -- I constantly need to Google or ask others about existing features. Also, although they are all under the Atlassian umbrella, I find it difficult to switch between JIRA Software and Confluence.
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
Our JIRA support is handled internally by members of our Product Support team. It is not supported by a 3rd party. Our internal support will always sent out notifications for downtime which is usually done on the weekend unless it is required to fix a bug/issue that is affecting the entire company. Downtime is typically 3-4 hours and then once the maintenance is complete, another broadcast email is sent out informing the user community that the system is now available for use.
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
One of their strong points i stheir documentation. Almost all of the basic set up needed within JIRA is available online through atlassian and its easy to find and very precise. The more critical issues need to be addressed as well and hence the rating of 8 instead of a 9.
Read full review
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.
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Implementation Rating
Atlassian
Take your time implementing Jira. Make sure you understand how you want to handle your projects and workflows. Investing more time in the implementation can pay off in a long run. It basically took us 5 days to define and implement correctly, but that meant smooth sailing later on.
Read full review
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
Jira Software has more integrations and has more features than many of its competitors. While some of its competitors do have better UI/UX than Jira Software, they have improved this greatly over time. Atlassian also acquired Trello years ago, so that adds better user interfaces to the system. They do also offer a pretty in-depth library of how to customize the platform that others don't.
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
  • Jira has positively made our company's daily activities much better organized
  • With Jira we can track progress and follow up on tasks
  • Jira has great reporting tools which aggregate various data and give us a good overview of our teams capacity
Read full review
ServiceNow
  • Overall ServiceNow has a positive impact on getting the SLA of tickets down in supporting our customers.
  • One negative impact has been the amount of time to get the product to produce an ROI, it's almost too big to fail and too big to replace. You almost become committed to the product. Good or bad.
  • Another negative impact would be if you track metrics of employees and time tracking, there is a lot of scenarios where engineers will track time on tickets but not get credit for closing them as the assignee function of tickets can only be tied to one user and credits only the engineer who closes the ticket.
  • Another positive impact would be the level of security for permissions and scaling the workloads is robust and you will get out of the system what your team is willing to put in.
Read full review
ScreenShots