What is Jira Service Management?

Jira Service Management (JSM) is a service management solution for any high-velocity team looking to streamline their processes to resolve issues faster. JSM is built on the established Jira platform and integrates seamlessly with Jira Software. Although now known as a flexible ITSM solution, JSM can also be applied beyond IT teams in Enterprise Service Management (ESM).

Through its ITIL-compliant focus and integration of fundamental IT service management best practices, Jira Service Management enables organizations to improve the efficiency and quality of their IT services. JSM’s service management functionalities, including self-service portals, service-level agreements (SLAs) and queues, support the seamless implementation of the ITIL framework.

What is ServiceNow?

ServiceNow also provides a powerful solution for IT departments looking to accurately handle requests, issues, and changes. With Operations Management (ITOM), ITSM and IT Business Management (ITBM), ServiceNow helps organizations efficiently manage their teams, projects, and customer interactions. Although ServiceNow’s cloud-native SaaS platform is known for its comprehensive ITSM/ITIL capabilities, it can also be applied to ESM solutions.

From workflow automation to incident and problem management to configuration and knowledge management, ServiceNow covers a wide range of business needs.

Jira Service Management vs. ServiceNow: Feature Comparison

Both service management solutions are suitable for similar requirements. But it’s worth taking a closer look to find out which tool can best optimize your processes.

For a detailed analysis and listing of all features, as well as customer reviews, see the Gartner comparison: Jira Service Management vs. ServiceNow.

Choosing between Jira Service Management and ServiceNow

Although ServiceNow has strong features as a ticketing tool and 24/7 support is available, the user interface can occasionally be perceived as rigid and cause delays. For organizations with a high volume of ticket requests, the need for specific tags to identify tickets and their occasional failure to update could make them difficult to keep track of.

Jira Service Management is comparatively more user-friendly and integrates ideally with other Atlassian products, enabling seamless collaboration and breaking down silos in organizations. In contrast to other ITSM platforms, JSM users save 80% on costs and benefit from a transparent pricing model with no hidden fees or expiring discounts. The uncomplicated adaptation to (growing) business requirements is also one of the advantages of Jira Service Management.

When to use ServiceNow

ServiceNow may be suitable for you if you focus mainly on complex ITIL processes and use many features of the software – otherwise, the performance is inadequate in terms of high costs as well as configuration efforts.

When to use Jira Service Management

Choose Jira Service Management if you are looking for a flexible solution that leads the way in collaboration, workflow automations as well as integrations, according to surveys. JSM is beneficial for all types of businesses, especially if you already use other Atlassian products like Confluence and desire seamless collaboration within your organization.

Achieve Success with Jira Service Management

If you want to learn more about the benefits of Jira Service Management after this comparison, our certified consultants are here to assist you. As an Atlassian Platinum Solution Partner, we have extensive experience in Jira Service Management and can guide you from implementation and configuration to support and reliable consulting.

Contact us directly at: [email protected] or via phone: +49 1514 2084409 and secure a 10% price advantage when purchasing licenses through Actonic.