Jira Service Management vs. Cherwell

Brenda Gratas October 14, 2022
- 17 min read

Jira Service Management vs. Cherwell: Which IT Service Management (ITSM) solution offers superior performance, scalability, and flexibility? Evaluating and comparing service desk software is essential before acquiring or transitioning to a new help desk solution

In this blog post, we’ll thoroughly examine the discussion between Jira Service Management vs. Cherwell, analyzing their features, advantages, and limitations. Moreover, if these options do not fully align with your unique requirements, we’ll introduce you to InvGate Service Desk. This alternative presents a compelling solution tailored to address your specific needs.

With this comprehensive ITSM tool comparison, you can make an informed decision based on your organization's specific needs and requirements.


Table of contents


  • Jira Service Management is recognized for streamlined sprint planning, efficient ticketing, and flexible pricing, yet faces challenges with complex migration, limited integrations, and reported issues with support and UI.
  • Cherwell Service Management offers a low-code/no-code approach with extensive customization, but users express concerns about sales disruptions post-acquisition, customization complexities, and customer support.
  • InvGate Service Desk, in contrast, prioritizes robust ticketing, a user-friendly interface, and seamless ITSM-to-ESM capabilities, emphasizing ease of configuration and cost-effectiveness.

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Most looked-at features by buyers

Buyers typically consider several essential capabilities that help determine which solution best fits their specific requirements and business needs. Here are some key factors buyers consider.

  1. ITIL compliance - Many organizations adhere to ITIL best practices for IT Service Management. Buyers may look for solutions that support ITIL processes such as Incident Management, Problem Management, Change Management, and Asset Management.

  2. Ticketing and Incident Management - Buyers seek robust ticketing systems within their help desk software that efficiently handle and track customer issues or incidents. Features like ticket creation, assignment, tracking, prioritization, SLA Management, and escalation workflows are important considerations.

  3. Integration and collaboration - Integration with other tools and systems, such as CRM, Project Management, or communication platforms, can streamline workflows and ensure data consistency. Collaboration features like internal communication, commenting, and mentions also enhance team productivity.

  4. Self-service and knowledge base - Buyers highly value self-service capabilities that empower employees or customers to find solutions to common issues independently. A comprehensive knowledge base system with easy search functionality, FAQs, and guides enhances self-service options.

  5. Scalability and customization - Organizations with evolving needs prioritize solutions that can scale with their growth and allow for customization. The ability to create custom fields, workflows, and plugins is crucial for adapting the solution to unique business requirements.

  6. IT service catalog - Some organizations require a service catalog that enables users to request specific IT services or resources. This feature streamlines service requests, provides visibility, and helps manage service delivery effectively.

  7. Pricing and support - Buyers evaluate the cost-effectiveness of the solution, including licensing models, subscription plans, and additional costs for features or users. The availability of customer support, documentation, and training resources also plays a role in the decision-making process.

  8. Automation and workflow - Efficient automation and workflow capabilities can save time and effort. Buyers consider features like automation rules, SLA-driven workflows, approval processes, and integrations with other tools or systems.

  9. Reporting and analytics - Buyers often look for reporting and analytics capabilities to gain insights into service performance, team productivity, customer satisfaction, and SLA compliance. Customizable dashboards and pre-built reports are valuable features in this regard.

  10. User experience and interface - Buyers consider the user-friendliness of the platform, as an intuitive interface can enhance user adoption and productivity. Mobile accessibility is also a factor for organizations with remote or mobile workforces.

What is Jira Service Management?

Example of Jira Service Management's interface.

Atlassian is a technology company established in 2002 in Sydney, Australia, by Mike Cannon-Brookes and Scott Farquhar. It has grown considerably and now has offices in multiple countries, including the United States, Netherlands, Japan, and the Philippines.

The company specializes in developing software and tools for developers and project managers. They offer a wide range of products, such as Jira, Confluence, Bitbucket, and Trello, which are well-known in the industry. These tools serve different purposes, including project management, tracking issues, collaborating on content, managing code, and facilitating teamwork.

One of Atlassian's notable products is Jira, renowned for its IT Service Management capabilities. Jira Service Management provides organizations a comprehensive platform to streamline their service desk operations. It enables them to automate workflows and effectively handle incidents, problems, and changes within their systems.

What users like from Jira Service Management

Jira Service Management has received praise from customers, as identified through analysis by reputable sources such as Gartner and G2. Here are some of the benefits that have been highlighted.

  • Streamlined sprint planning and task assignment - The platform integrates smoothly with collaboration platforms like Slack and Teams. The Kanban view centralizes task management, and the tagging function allows for organizing tasks specific to projects.

  • User-Friendly interface - Users appreciate Jira Service Management’s intuitive interface, which enhances the management of incidents and requests.

  • Efficient ticketing system - The tool’s ticketing system, along with customizable workflows, simplifies task management.

  • Flexible pricing options - Jira Service Management offers a variety of pricing options, including a free plan for up to three users with 2 GB of storage. The cloud-hosted option provides a reasonable base price, making it accessible for organizations of different sizes.

  • Comprehensive task details and filtering - Users value the platform's ability to provide detailed task information, giving them a thorough understanding of each task.
    Additionally, the system offers robust filtering capabilities, allowing users to search and organize tasks based on specific criteria.

  • Enhanced user portal for self-service - The platform features an improved user portal that enhances the self-service experience for users. It facilitates self-assessment of incidents and allows users to rate the overall process upon issue resolution, providing valuable feedback for continuous improvement and customer satisfaction.

What users don’t like from Jira Service Management

Although Jira Service Management has many strengths and positive features, it is not without its share of customer concerns and dislikes. Analyses from reputable sources such as Gartner and G2 show some common dislikes users cite.

  • Complex migration process - Transitioning to Jira Projects can be challenging and may require a separate user subscription, making the migration process difficult for some users.

  • Insufficient and difficult integrations - Users have noted a lack of available integrations and have had to develop custom integrations. They have also encountered difficulties when integrating Jira Service Management with specific tools.

  • Non-intuitive interface - Some users find the platform less user-friendly compared to alternative options, particularly for external customers interacting with the platform.

  • Steep learning curve - Due to the platform's complexity and the need to learn and adapt to its functionalities, users may need assistance to use Jira Service Management and its features.

  • Dependency on additional plugins - Users have reported needing other plugins to access basic features. Moreover, they have faced challenges in achieving compliance with GDPR (General Data Protection Regulation).

  • Challenges with Atlassian support - Users have expressed difficulties when working with Atlassian support, potentially experiencing challenges in obtaining the necessary assistance.

  • Task tracking and reporting issues - Users have encountered challenges when tracking multiple tasks, generating reports, and creating dashboards within the platform.

What’s Jira Service Management’s argument over Cherwell?

As highlighted by customer feedback, Jira Service Management presents several strengths and advantages over Cherwell Service Management. Here are some key aspects where Jira Service Management outshines Cherwell.

  1. Streamlined collaboration and task management - Jira Service Management offers seamless integration with popular collaboration platforms like Slack and Teams. This facilitates efficient sprint planning, task assignment, and centralized task management through the Kanban view. 

  2. Enhanced user portal for self-service - The platform features an improved user portal that enhances the self-service experience. Users can easily assess incidents, rate the overall process upon issue resolution, and provide valuable feedback for continuous improvement and customer satisfaction. 

  3. User-friendly interface - Jira Service Management provides an intuitive and user-friendly interface. Users appreciate the platform's design and usability, which enhances the management of incidents and requests. 

  4. Flexible pricing options - The tool offers a range of flexible pricing options to accommodate organizations of different sizes and budgets. For example, it has a free plan for up to three users with 2 GB of storage, allowing small teams or startups to leverage the platform without significant financial investment. Additionally, the cloud-hosted option provides a reasonable base price, making it accessible to organizations with varying requirements.

  5. Comprehensive task details and filtering capabilities - Users appreciate the platform's ability to provide detailed information, enabling a thorough understanding of each task. The system also offers robust filtering capabilities, empowering users to search, organize, and filter tasks based on specific criteria.

What is Cherwell?

Example of Cherwell Service Management's interface.

Cherwell Service Management, developed by Ivanti, is an IT Service Management (ITSM) platform that effectively caters to the needs of service departments without requiring coding or scripting. It offers automated IT service delivery through a comprehensive set of pre-built tools.

Cherwell Service Management has notable features, such as codeless architecture, drag-and-drop functionality, and automated workflows.

In addition, Cherwell Service Management includes Project Management capabilities and a unique feature called Mergeable Applications (mApps). These mApps enable users to share custom applications, extensions, and enhancements without impacting the core system functionality.

Furthermore, Cherwell Service Management offers multi-language support and provides deployment options as both a Software-as-a-Service (SaaS) solution and on-premise deployment. It also integrates with Ivanti Neurons, a platform that enhances system performance and security through predictive, self-healing, and autonomous remediation capabilities.

What users like from Cherwell

Cherwell Service Management has received positive feedback from users based on analysis from reputable sources such as Gartner. Here are some of the benefits that customers consistently cite.

  • Low-code/No-code approach - Cherwell Service Management adopts a low-code/no-code approach, enabling users to swiftly set up and implement new features without requiring extensive coding knowledge or expertise.

  • Extensive customizability - The platform offers a wide range of customization options, allowing users to tailor different aspects of the system, such as form fields and workflows, to align with their specific needs.

  • Intuitive and user-friendly interface - Users appreciate the platform's user-friendly interface, which is easy to navigate and can be customized to meet individual preferences.

  • Automation and Workflow Management - Cherwell excels in automation capabilities, making it effortless for users to design and implement complex workflows according to their unique requirements.

  • API Integrations - The platform supports API integrations, facilitating seamless connectivity with other systems and enhancing its overall functionality.

What users don’t like from Cherwell

While Cherwell has many strengths and positive attributes, customers have also expressed concerns and dislikes about certain platform aspects. These concerns have been identified through analysis of reputable sources such as Gartner. Here are some of the concerns that have been raised.

  • Disruption from acquisition and sales push - Customers have expressed dissatisfaction with the aggressive sales push towards Ivanti Neurons, an alternative platform, following Ivanti's acquisition of Cherwell Software. The sudden change in focus and shift in priorities have not been well-received by Cherwell's existing customer base, leading to dissatisfaction.

  • Customization challenges - While Cherwell offers extensive customizability, some users have found certain development and customization tasks complex and time-consuming. This is particularly evident when creating new Business Objects and Forms, requiring additional effort and expertise.

  • Performance issues - Some users have reported performance issues, mainly when dealing with large databases or extensive groups of technicians. These performance issues can impact system responsiveness and hinder smooth operation.

  • Customer support - The level of customer support provided has received criticism from some users. Complaints include slow response times and perceived reluctance to acknowledge software behavior as bugs, leading to frustration and dissatisfaction.

  • Bugs and issues with upgrades - Users have encountered bugs and faced challenges during platform upgrades. Some releases have been poorly planned, resulting in problems that need to be addressed, causing frustration among users.

  • Outdated user interface - Some users have expressed dissatisfaction with the graphical user interface (GUI), considering it outdated and less responsive than desired. This is particularly noticeable when comparing the web version to the desktop application.

What’s Cherwell’s argument over Jira Service Management?

Cherwell Service Management presents a strong case against Jira Service Management, showcasing its own unique strengths and advantages. Here are the key aspects where Cherwell Service Management surpasses Jira Service Management.

  1. Low-code/No-code approach - Cherwell Service Management adopts a low-code/no-code approach, allowing users to quickly and easily set up and implement new features without extensive coding knowledge or expertise. 

  2. Customer Support and Service - The platform strongly emphasizes providing excellent customer support and service. It aims to address customer needs promptly and effectively, ensuring a positive user experience. 

  3. API integrations - Cherwell Service Management supports seamless integration with other systems through its robust API capabilities. 

  4. Extensive customizability - The tool offers a wide range of customization options, enabling users to tailor different aspects of the system, including form fields and workflows, to align with their specific needs. 

  5. Automation and Workflow Management - Cherwell Service Management excels in automation capabilities, allowing users to design and implement complex workflows according to their unique requirements. 

Considering InvGate Service Desk as an ITSM solution alternative




While Jira Service Management and Cherwell Service Management are recognized rivals in the ITSM sector, exploring alternative solutions that may better suit your organization's specific requirements is crucial. In this context, InvGate Service Desk is a compelling choice that warrants thoughtful evaluation. Let's delve into the advantageous features of InvGate Service Desk that position it as a valuable option for your organization.

1. Powerful Ticketing and Incident Management

Example of a Ticket Management view on InvGate Service Desk.

InvGate Service Desk stands out with its strong capabilities in Ticketing and Incident Management. It enables streamlined tracking, collaboration, and resolution of tickets, empowering IT teams to efficiently handle and prioritize incidents. With features like automated routing, customizable workflows, and SLA management, the InvGate Service Desk enhances the effectiveness of incident resolution processes.

2. Superior usability


InvGate Service Desk is meticulously crafted with a strong emphasis on UI/UX best practices, ensuring a user-friendly experience that fosters swift adoption and minimizes training time. With its intuitive design and user-friendly interface, InvGate Service Desk promotes rapid system adoption and efficient use, reducing the time and resources spent on training. With its focus on seamless usability, InvGate Service Desk offers a streamlined user experience that minimizes learning curves and maximizes productivity.

3. Born for ITSM, perfect for ESM

InvGate Service Desk is specifically tailored for ITSM, and its capabilities extend seamlessly to Enterprise Service Management (ESM), empowering operational departments to enhance their processes and embrace the full benefits of digital transformation. With a primary focus on ITSM while equally excelling in ESM, InvGate Service Desk enables your organization to harmonize operations across all departments, driving efficient workflows and facilitating comprehensive digital transformation initiatives.

4. Ease of configuration and startup

InvGate Service Desk features a no-code/low-code approach that streamlines the configuration and setup process, allowing both new and experienced users to get the system up and running in no time effortlessly. By offering a straightforward configuration and setup process, InvGate Service Desk ensures swift implementation, minimizing the time required to start leveraging the advantages of a powerful ITSM tool.

5. Comprehensive reporting and analytics

InvGate Service Desk's customizable dashboard view.

InvGate Service Desk provides extensive reporting and analytics capabilities, allowing organizations to obtain valuable insights into their IT operations and performance. The platform offers ready-to-use reports and dashboards and the flexibility to create custom reports, empowering IT teams to analyze data, identify patterns, and make well-informed decisions to enhance their services.

6. Customization and flexibility

InvGate Service Desk offers flexible deployment options, allowing you to choose between on-premise or cloud-based solutions. This versatility ensures that the platform can adapt to your organization's specific requirements, catering to various sectors and industries.

7. Cost-effective solution

InvGate Service Desk delivers a cost-effective solution that maintains a high level of functionality. It offers a comprehensive range of ITSM features and capabilities at a competitive price, making it a compelling choice for organizations that value affordability without sacrificing functionality. Compared to alternatives such as Jira Service Management and Cherwell, InvGate Service Desk strikes a favorable balance between cost and capabilities.

8. Self-service capabilities


InvGate Service Desk offers strong self-service functionalities, including a user-friendly portal, a comprehensive IT service catalog, and a knowledge base. These capabilities empower end-users to independently resolve common issues, access diverse IT services, and utilize self-help resources. 

9. Comprehensive Asset Management

By combining InvGate Service Desk and InvGate Insight, organizations gain a comprehensive understanding of their IT ecosystem, resulting in enhanced service delivery and minimized downtime. InvGate Insight contains features such as IT Asset Discovery, Inventory Management, Software License Management, and maintenance schedule. 

10. Quick implementation, continuous innovation

InvGate Service Desk delivers a fast return on investment through its efficient implementation process. Within weeks, not months, you can start reaping the benefits of this powerful ITSM solution. Additionally, the regular feature updates keep you at the forefront of technology, all at no extra cost.

11. ITIL-ready

InvGate Service Desk has earned the esteemed ITIL4 certification from PINK Elephant, showcasing its commitment to excellence in ITSM. Whether you're embarking on the ITIL journey or managing intricate operations, InvGate Service Desk is equipped to meet your needs, providing a user-friendly and feature-rich experience.

Next steps

Choosing the right ITSM solution is a critical decision that can significantly impact your organization's IT service delivery and overall efficiency. By thoroughly evaluating your options, you can ensure the implementation of a solution that meets your specific needs and goals.

Request our 30-day trial to gain a firsthand understanding of how the InvGate Service Desk can enhance your business operations. Additionally, download our complimentary ITSM implementation checklist to help you plan your next steps effectively.

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