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- Jira Service Management-vs-ServiceNow IT Service Management
Compare Jira Service Management and ServiceNow IT Service Management 
At a Glance
Market Segments
Mid-Market (40.6% of reviews)
Enterprise (74.2% of reviews)
Entry-Level Pricing
0/agent/month
No pricing available
Jira Service Management
Star Rating
(796)4.2 out of 5
Market Segments
Mid-Market (40.6% of reviews)
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansServiceNow IT Service Management
Star Rating
(1,130)4.4 out of 5
Market Segments
Enterprise (74.2% of reviews)
Entry-Level Pricing
No pricing available
Learn more about ServiceNow IT Service ManagementSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Jira Service Management excels in ticket creation user experience with a score of 8.9, while ServiceNow IT Service Management shines in ticket response user experience, scoring 9.8. Reviewers mention that the intuitive interface of Jira makes it easy to create tickets, whereas ServiceNow's quick response capabilities enhance user satisfaction.
- Reviewers mention that ServiceNow IT Service Management offers superior automation features, particularly in ticket routing and prioritization, both scoring 9.0. In contrast, Jira Service Management scores slightly lower at 8.7 in these areas, indicating that ServiceNow may provide a more streamlined incident management process.
- Users on G2 highlight that ServiceNow's SLA Management is robust, scoring 8.3, while Jira's SLA Management is rated slightly higher at 8.4. However, reviewers say that ServiceNow's ability to integrate SLA metrics into its reporting tools is a significant advantage for enterprise users.
- G2 users report that ServiceNow's asset management capabilities are more comprehensive, scoring 8.9 compared to Jira's 8.5. Reviewers mention that ServiceNow provides better visibility and control over IT assets, which is crucial for larger organizations.
- Users say that both platforms offer strong reporting features, but ServiceNow's reporting capabilities are rated higher at 9.5 compared to Jira's 8.3. Reviewers mention that ServiceNow's dashboards are more customizable and provide deeper insights into service performance.
- Reviewers mention that while both platforms support mobile access, ServiceNow scores higher at 8.1 compared to Jira's 7.6. Users report that ServiceNow's mobile app is more user-friendly and offers better functionality for on-the-go support.
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Pricing
Entry-Level Pricing
Jira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
ServiceNow IT Service Management
No pricing availableFree Trial
Jira Service Management
Free Trial is available
ServiceNow IT Service Management
No trial information availableRatings
Meets Requirements
8.7
694
8.9
716
Ease of Use
8.1
698
8.5
931
Ease of Setup
7.7
308
8.1
499
Ease of Admin
7.7
286
8.7
264
Quality of Support
8.3
584
8.5
645
Has the product been a good partner in doing business?
8.6
264
8.8
262
Product Direction (% positive)
8.4
668
8.7
694
Features by Category
Ticket and Case Management
9.0
33
Not enough data
9.2
31
Not enough data
8.7
33
Not enough data
8.9
31
Not enough data
8.6
30
Not enough data
8.6
32
Not enough data
9.1
32
Not enough data
8.2
30
Not enough data
Generative AI
7.9
13
Not enough data
8.1
13
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
8.6
34
Not enough data
8.7
34
Not enough data
8.1
27
Not enough data
8.0
25
Not enough data
7.8
24
Not enough data
Platform
7.7
31
Not enough data
8.2
34
Not enough data
8.4
33
Not enough data
9.0
31
Not enough data
8.5
32
Not enough data
8.4
30
Not enough data
Administration
9.0
84
|
Verified
9.1
178
|
Verified
8.5
78
|
Verified
8.9
168
|
Verified
8.9
89
|
Verified
8.9
179
|
Verified
Service Desk
9.0
96
|
Verified
9.1
187
|
Verified
9.0
95
|
Verified
9.3
188
|
Verified
8.9
95
|
Verified
9.1
180
|
Verified
Management
9.1
72
|
Verified
8.9
170
|
Verified
9.0
67
|
Verified
8.9
159
|
Verified
8.8
68
|
Verified
9.0
161
|
Verified
8.8
63
|
Verified
9.0
156
|
Verified
8.6
59
|
Verified
8.8
146
Functionality
9.1
76
|
Verified
9.4
175
|
Verified
9.0
68
8.8
165
8.7
73
|
Verified
9.0
165
|
Verified
8.9
72
|
Verified
9.0
164
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Monitoring
9.0
79
|
Verified
9.0
194
|
Verified
9.1
83
|
Verified
9.1
203
|
Verified
9.1
83
|
Verified
9.1
207
|
Verified
9.7
6
9.3
5
Management Tools
9.1
83
|
Verified
9.2
207
|
Verified
8.9
82
|
Verified
9.0
201
9.2
71
|
Verified
8.7
192
|
Verified
Generative AI
8.2
13
8.7
79
8.7
13
8.6
95
Agentic AI - Incident Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Agentic AI - IT Alerting
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
8.7
225
9.0
283
8.7
234
9.0
282
8.7
244
9.1
288
8.3
200
8.7
277
8.3
197
8.7
270
Reporting
8.4
230
8.7
281
8.4
224
8.7
259
7.9
155
8.5
154
Access & Usability
7.8
151
8.0
217
8.5
199
8.7
270
8.4
162
8.5
238
8.3
158
8.8
147
Agentic AI - Service Desk
Not enough data
Not enough data
8.0
5
Not enough data
8.0
5
Not enough data
8.3
5
Not enough data
7.7
5
Not enough data
8.3
5
Not enough data
8.7
5
Not enough data
Categories
Categories
Shared Categories
Jira Service Management and ServiceNow IT Service Management are categorized as IT Service Management (ITSM) Tools, Incident Management, and Service Desk
Unique Categories
Jira Service Management is categorized as IT Alerting and Help Desk
ServiceNow IT Service Management is categorized as Configuration Management
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ServiceNow IT Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
30.4%
Computer Software
16.3%
Internet
5.4%
Financial Services
4.7%
Telecommunications
3.6%
Other
39.6%
Information Technology and Services
27.4%
Hospital & Health Care
7.3%
Computer Software
7.2%
Financial Services
5.3%
Computer & Network Security
3.6%
Other
49.1%
Most Helpful Reviews
Jira Service Management
Most Helpful Favorable Review
TINCY G.
Verified User in Information Technology and Services
The kind of view it offers, which is easily understandable and therefore resulting in faster issue resolution. The ease with which daily work can be logged and monitored. It also provides an option to track the issue which is indeed helpful as it helps me...
Most Helpful Critical Review
Yusuke S.
Verified User in Human Resources
It may take some time to get used to the tool and learn how to use its various features effectively.
ServiceNow IT Service Management
Most Helpful Favorable Review
John C.
Verified User in Higher Education
ServiceNow provides a very streamlined interface that can be accessed by my technicians from any browser on almost any device. This has increased the number of Incidents and Requests that we log, thus making our data that much more accurate and...
Most Helpful Critical Review
Verified User in Insurance
Everything: ServiceNow has no idea about ITIL, they took ITIL and flipped it upside down. Their system is broken and doesn't work properly. Imagine you go to a car dealer to buy a new car. You pay the money and you get the keys. When you get outside to...
TINCY G.
Verified User in Information Technology and Services
The kind of view it offers, which is easily understandable and therefore resulting in faster issue resolution. The ease with which daily work can be logged and monitored. It also provides an option to track the issue which is indeed helpful as it helps me...
John C.
Verified User in Higher Education
ServiceNow provides a very streamlined interface that can be accessed by my technicians from any browser on almost any device. This has increased the number of Incidents and Requests that we log, thus making our data that much more accurate and...
Yusuke S.
Verified User in Human Resources
It may take some time to get used to the tool and learn how to use its various features effectively.
Verified User in Insurance
Everything: ServiceNow has no idea about ITIL, they took ITIL and flipped it upside down. Their system is broken and doesn't work properly. Imagine you go to a car dealer to buy a new car. You pay the money and you get the keys. When you get outside to...
Alternatives
Discussions
Is Jira a service management tool?
2 comments
MH
Jira is an extremely convenient platform, but not without flaws in my opinion. In any case, if you do not use extensions that improve your jira experience in...Read more
Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?
1 comment
SH
Under the new model released last year, you only need to purchase Agent licences. Agents are people that typically man the service desk and own the Service...Read more
Timer?
1 comment
SH
Yes it's based on work flow status, if your looking to do time sheet / manual stop start based on actual work you can use Tempo Time plugin. But for SLA...Read more
What is the ServiceNow now platform?
2 comments
SC
ServiceNow is a cloud-based platform that provides a wide range of IT service management (ITSM) and business process automation (BPA) solutions. The...Read more
Asset Tracking
1 comment
RK
There are 2 ways to do this:
Buying subscription for ServiceNow Discovery and setting up the environment for setup as per schema as well as maintaining the...Read more
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