ServiceNow vs. Jira Service Management

Brenda Gratas December 15, 2022
- 20 min read

ServiceNow vs. Jira Service Management: Which IT Service Management (ITSM) solution delivers better performance, scalability, and flexibility? As businesses increasingly rely on robust ITSM tools to streamline operations, choosing the right software becomes paramount for efficient service delivery and overall success. 

ServiceNow and Jira Service Management stand out as leading competitors within the ITSM market, presenting distinct features and capabilities that set them apart.

In this blog post, we’ll thoroughly compare ServiceNow vs. Jira Service Management, examining their strengths, weaknesses, and notable features. However, if these options don't meet your specific needs, we have an alternative service desk software to introduce you to: InvGate Service Desk, a potential solution that might perfectly align with your requirements. 

Join us on this exploration of ITSM solutions as we aim to assist you in finding the ideal fit for your organization's Service Management needs.

Table of contents



  • Service Now stands out for its continuous product enhancements and integration capabilities. However, users have also pointed out its high licensing costs and potential additional expenses and steep learning curve and complexity for new users.
  • 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.
  • InvGate Service Desk comes in as a strong option, offering a streamlined configuration and setup process using a no-code/low-code approach, exceptional user experience, and a cost-effective solution without compromising functionality.
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We tried to be as thorough as possible, but if you don't have enough time to read it through and through, here's (another) TL;DR: InvGate Service Desk can do everything we say here, and you can test it right away for free for 30 days.

Most looked-at features by buyers

When assessing ITSM solutions, buyers often give higher importance to specific functionalities that match their organization's requirements. Knowing which features they prioritize the most can assist in making a well-informed choice. 

Now, let's delve into the main features that potential buyers typically emphasize during the ITSM tool comparison process.

  1. Ticketing and Incident Management - Potential buyers seek powerful ticketing systems in their help desk software to efficiently handle and track customer issues or incidents. This includes features like creating, assigning, tracking, prioritizing tickets, SLA Management, and employing escalation workflows.

  2. User experience and interface - Buyers consider the user-friendliness of the platform because an intuitive interface can improve user adoption and productivity. Mobile accessibility is also important for organizations with remote or mobile workforces.

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

  4. IT service catalog - Organizations may require a service catalog that allows users to request specific IT services or resources. This feature streamlines service requests, provides visibility, and helps effectively manage service delivery.

  5. ITIL compliance - Many organizations follow the best practices of the Information Technology Infrastructure Library (ITIL) for managing IT services. Buyers may look for solutions that support ITIL processes such as Incident Management, Problem Management, Change Management, and Asset Management.

  6. 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 influences the decision-making process.

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

  8. 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 can enhance team productivity.

  9. Reporting and analytics - Buyers often seek 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 in this regard.

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

What is ServiceNow?

Example of ServiceNow's interface.

ServiceNow is a company that offers a cloud-based platform aimed at streamlining IT Service Management (ITSM) and digital workflows for organizations. Their primary goal is to simplify and automate IT operations, enhance customer experiences, and drive digital transformation for businesses.

Founded in 2004 and headquartered in Santa Clara, California, ServiceNow provides a wide range of cloud-based solutions customized to suit the diverse operational needs of enterprises. Their solutions cover various domains, including IT Service Management, IT Operations Management, IT Business Management, Customer Service Management, Human Resources Service Delivery, Security Operations, and more. They have also established strategic partnerships with well-known companies like NVIDIA and Juniper Networks, which further strengthens their presence in the market.

What users like from ServiceNow

Customers have highlighted several positive aspects of ServiceNow, as noted by reputable sources like Gartner and G2. Here are some of the benefits mentioned.

  • Cloud-based platform - ServiceNow operates on a cloud-based infrastructure, allowing organizations to scale their operations, adapt to changing needs, and access the platform from any location with internet connectivity.

  • Continuous product enhancements - ServiceNow consistently introduces improvements by acquiring new technologies and developing native features. Customers appreciate the company's transparent product roadmap, which provides visibility into upcoming enhancements and features.

  • Expanded usage across multiple domains - ServiceNow's value extends beyond IT ITSM. Customers find value in utilizing ServiceNow for various other areas such as Human Resources (HR), Customer Engagement Center (CEC), Governance, Risk, and Compliance (GRC), and IT Operations Management (ITOM).

  • Growing user community - ServiceNow has gained significant relevance in the industry and boasts a rapidly expanding community of users. Many customers discover or gain experience with the platform through recommendations from their peers.

  • Native AI capabilities - ServiceNow leverages the power of artificial intelligence (AI) and machine learning (ML) to offer built-in AI capabilities. These include virtual Agent chatbots and predictive intelligence, enhancing the platform's functionality and user experience.

  • Integration capabilities - ServiceNow provides features that facilitate seamless integration with other systems and applications. This capability enables efficient data exchange and workflow automation, enhancing overall operational efficiency for customers.

What users don’t like from ServiceNow

While ServiceNow possesses numerous strengths and positive attributes, customers have also expressed their concerns and dislikes about certain aspects of the platform. Here are some of the dislikes mentioned, based on analysis from reputable sources like Gartner and G2.

  • High licensing costs and potential additional expenses - ServiceNow's extensive functionality and advanced features come at a price. Licensing fees can be substantial, particularly for organizations that require capabilities beyond ITSM. Moreover, additional costs for customizations or specialized modules may result in a high overall cost of ownership.

  • Steep learning curve and complexity for new users - Some users find that ServiceNow's platform has a steep learning curve, especially when utilizing its more advanced features. The system's complexity may necessitate additional training and resources to ensure users can fully leverage the tool's capabilities.

  • Challenges in customizing workflows and processes - The platform may have limitations in flexibility and customization options, making it challenging for organizations to tailor the system to their specific needs and unique business processes.

  • Renewal leverage concerns - ServiceNow's dominance in the market can impact customers' ability to negotiate contracts and renewals without jeopardizing their existing discounts or concessions.

  • Difficulties and delays during implementation - Organizations may encounter issues during the platform's configuration, data migration, or integration with existing systems, resulting in longer implementation timelines and potential frustrations.

  • Mixed feedback on customer support - Some users have reported concerns about response times and accessibility when seeking support from ServiceNow, indicating inconsistencies in customer support.

  • Limited presence in emerging markets - ServiceNow has a constrained presence in certain emerging markets, with fewer local offices and a lack of hosting options in regions like the Middle East. This can limit accessibility and support for organizations operating in those areas.

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

ServiceNow's case for Jira Service Management revolves around its unique strengths and advantages over its competitor. Here are some of the key points that ServiceNow highlights in its argument.

  1. Comprehensive platform for enterprise operations - ServiceNow positions itself as a tool that goes beyond ITSM and offers an extensive range of solutions tailored to meet the diverse needs of enterprise operations.

  2. Focus on driving digital transformation - ServiceNow emphasizes its commitment to driving digital transformation for businesses. By offering a cloud-based platform with scalability, flexibility, and accessibility, ServiceNow aims to empower organizations to adapt to changing market dynamics, improve customer experiences, and achieve operational excellence. 

  3. Extensive native AI capabilities - ServiceNow places a strong emphasis on its native AI capabilities, harnessing the power of artificial intelligence and machine learning. ServiceNow argues that its AI capabilities are deeply integrated into the platform, offering users a seamless and unified experience.

  4. Strong market presence and partnerships - ServiceNow highlights its established market presence and strategic partnerships with renowned companies like NVIDIA and Juniper Networks. These partnerships not only contribute to ServiceNow's credibility and influence but also result in collaborative innovations and integrations that benefit customers. 

Other alternatives to ServiceNow


What is Jira Service Management?

Example of Jira Service Management's interface.

Atlassian is a global technology company established in 2002 by Mike Cannon-Brookes and Scott Farquhar in Sydney, Australia. Over the years, the company has experienced significant growth and now has offices in multiple countries, including the United States, Netherlands, Japan, and the Philippines.

With a focus on serving software developers and project managers, Atlassian offers a diverse range of products. Their portfolio includes popular tools such as Jira, Confluence, Bitbucket, and Trello. These tools serve various purposes: Project Management, issue tracking, content collaboration, code management, and team collaboration.

One standout product from Atlassian's lineup is Jira, which holds a prominent position as an IT ITSM solution. Jira Service Management provides organizations with a comprehensive platform to streamline their service desk operations. It offers features that automate workflows and efficiently manage incidents, problems, and organizational changes.

What users like from Jira Service Management

Customers have highlighted numerous positive aspects of Jira Service Management, as identified through analysis from reputable sources such as Gartner and G2. Here are some of the benefits that have been mentioned.

  • Streamlined sprint planning and task assignment - Jira Service Management facilitates easy sprint planning and task assignment. It integrates smoothly with collaboration platforms like Slack and Teams, while the Kanban view provides a centralized system for task management. The tagging function allows for project-specific task organization.

  • Detailed task information and filtering capabilities - Users value the platform's ability to provide comprehensive details about each task, allowing for a better understanding. Additionally, the tool offers robust filtering capabilities, enabling users to search and organize tasks based on specific criteria.

  • Efficient ticketing system - The platform's ticketing system and customizable workflows simplify user task management.

  • User-friendly interface - Users appreciate the platform's intuitive interface, making managing incidents and requests easier.

  • Affordable pricing options - Jira Service Management offers various pricing options, including a free plan for up to 3 users with 2 GB of storage. The cloud-hosted option also provides a reasonable base price, ensuring accessibility for organizations of different sizes.

  • Enhanced user portal for self-service - The platform offers an improved user portal that enhances the experience. It allows users to self-assess incidents and allows them 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

While Jira Service Management has many strengths and positive attributes, there are also customer concerns and dislikes regarding specific aspects of the platform. Based on an analysis conducted by reputable sources like Gartner and G2, here are some of the dislikes that have been highlighted.

  • Steep learning curve - The platform's complexity may present a steep learning curve for users, requiring additional help and support to become proficient in utilizing the platform and its features.

  • Need for additional plugins - Users have reported the necessity of extra plugins to access basic features and difficulties in achieving compliance with regulations like GDPR (General Data Protection Regulation).

  • Lack and complexity of integrations - Users have expressed concerns about the limited availability of integrations, often requiring custom integrations. Additionally, integrating Jira Service Management with certain tools has been reported as challenging.

  • Non-user-friendly interface - Some users find the platform less user-friendly than alternative options, particularly when external customers interact with the platform.

  • Challenging migration process - Transitioning to Jira Projects can be complex and may require a separate user subscription, causing potential difficulties during the migration process.

  • Difficulty working with Atlassian support - Some users have faced challenges in their interactions with Atlassian support, experiencing difficulties and delays in resolving their issues.

  • Challenging task tracking and reporting - Users have encountered difficulties in tracking multiple tasks, generating reports, and creating dashboards within the platform.

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

Jira Service Management presents its own set of arguments and strengths over ServiceNow, highlighting its unique value proposition in the market. Here are the key points that Jira Service Management highlights in its case.

  1. Deep integration with software development tools - Jira Service Management is a natural choice for organizations heavily relying on software development and Project Management. As part of the Atlassian ecosystem, Jira Service Management seamlessly integrates with other popular tools like Jira Software and Bitbucket. 

  2. Cost-effective pricing options - The platform offers flexible pricing options, including a free plan for small teams and affordable pricing tiers for organizations of different sizes. Jira Service Management argues that its pricing structure makes it an attractive choice for organizations seeking a budget-friendly IT Service Management solution.

  3. User-friendly interface and ease of use - The tool emphasizes its intuitive and user-friendly interface, designed to enhance user experience and ease of adoption. The platform offers a straightforward interface that allows users to navigate and perform their tasks efficiently and quickly. 

  4. Agile and flexible approach - Jira Service Management prides itself on its agile approach and flexibility. The platform is known for supporting Agile methodologies, including Kanban and Scrum, allowing organizations to manage projects and tasks in a way that suits their unique processes. 

  5. Dedicated focus on IT service management - The platform positions itself as a specialized solution solely dedicated to IT Service Management. By focusing specifically on this area, Jira Service Management argues that it provides a more targeted and tailored approach to meet the specific needs of IT teams.

  6. Strong focus on Task Management and collaboration - Jira Service Management highlights its robust task management capabilities, including streamlined sprint planning, task assignment, and tracking. The platform integrates smoothly with popular collaboration tools like Slack and Microsoft Teams, facilitating efficient communication and collaboration among team members. 

Other alternatives to Jira

Considering InvGate Service Desk as an ITSM solution alternative



When considering InvGate Service Desk as a potential alternative to ServiceNow and Jira Service Management, several key points highlight the unique advantages of InvGate's products. Let's delve into the notable aspects of InvGate Service Desk that deliver significant benefits.

1. Effective Ticketing and Incident Management


InvGate Service Desk excels in providing powerful capabilities for Ticketing and Incident management. It enables efficient tracking, collaboration, and resolution of tickets, empowering IT teams to manage and prioritize incidents effectively. Advanced features like automated routing, customizable workflows, and SLA Management enhance the efficiency and effectiveness of Incident Management processes.

2. Comprehensive Asset Management



InvGate Service Desk is a fit-for-purpose Service Desk solution with integrated Asset Management, allowing organizations to track and manage their IT assets throughout their lifecycle effectively. It contains features such as IT Asset Discovery, Inventory Management, Software License Management, and maintenance scheduling. 

Compared to ServiceNow and Jira Service Management, InvGate Service Desk offers a cost-effective solution without compromising on functionality. It provides a robust set of ITSM features and capabilities at a competitive price point, making it an appealing choice for organizations seeking a balance between affordability and functionality.

4. User-friendly and intuitive interface


InvGate Service Desk boasts an intuitive and user-friendly interface, ensuring easy navigation and utilization for IT teams and end-users. Its streamlined design and intuitive workflows create a smooth and efficient user experience, reducing the learning curve for new users.

5. Customization and flexibility



InvGate Service Desk offers extensive customization and flexibility, allowing organizations to tailor the platform to their needs and unique workflows. Administrators can easily configure and adapt the system to align with their IT processes and business requirements, resulting in a more personalized ITSM experience.

6. Comprehensive reporting and analytics

InvGate Service Desk's customizable dashboard view.

InvGate Service Desk provides comprehensive reporting and analytics features, enabling organizations to gain valuable insights into their IT operations and performance. The platform offers a wide range of pre-built reports and dashboards, along with the flexibility to create custom reports. This empowers IT teams to analyze data, identify trends, and make data-driven decisions for continuous service improvement.

7. Robust self-service capabilities


InvGate Service Desk includes robust self-service capabilities, such as an easy-to-use self-service portal, an extensive IT service catalog, and a knowledge base. These features empower end-users to find answers to common issues independently, access various IT services, and leverage self-help resources. This reduces the burden on IT teams and improves overall efficiency.

8. AI-powered features

Utilizing artificial intelligence, InvGate Service Desk incorporates AI-powered features like AI-Improved Responses and Support Assist. Response Suggestions leverages AI to assist agents in crafting ticket responses, saving time, and improving the quality of customer interactions. Support Assist utilizes machine learning algorithms to automate ticket categorization and routing, enhancing the efficiency of ticket management. 

Next steps

Choosing the right ITSM solution is a critical decision that can significantly impact your organization's IT service delivery and overall success. By investing enough time to evaluate your options thoroughly, you will be on the right track to implementing a solution that best aligns with your needs.

To explore how InvGate Service Desk can enhance your business operations, book a meeting with our experts or take a closer look at our live demo

Read other articles like this : ITSM tool comparison

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