The rising complexity of IT services and other processes, such as the software development process, necessitates the need for service teams to collaborate with teams working remotely or are not co-located in the same office. ITSM solutions have emerged from existing customer management platforms to address the void created by this maze of needs. These platforms enable teams to design, develop, and provide clients with complex IT solutions and services.
They also allow those teams to handle the backend support of those services by using ticketing, tracking, and management tools. They can serve as catalogs for clients to access the many support systems provided by their IT services provider, and they can cover activities ranging from incident management to knowledge management. This article compares ServiceNow and Jira Service Management Platform, two popular ITSM platforms, in order to help IT-managed service companies choose the best tools for supporting their customers.
Overview of ServiceNow
Glidesoft, a startup that was created in 2003, has evolved into ServiceNow. Founded in 2006 as ServiceNow, the company developed significantly until it went public in 2012. Since then, ServiceNow has expanded its service offerings by acquiring various 3rd party services, allowing it to currently deliver industry-leading digital workflows for clients that promote productivity and efficiency in the workplace for clients.
IT infrastructure, developer operations, hardware and software procurement, internal and external customer management, and more can all be managed from a single location with this enterprise-focused solution. It has APIs and third-party connectors that allow it to be used in conjunction with other tools that your organization may employ for other processes.
Overview of Jira Service Management
Atlassian Jira began as a bug tracking application for software development projects in 2002. Jira Service Desk evolved into Service Management over time as the company’s entire scope grew. It’s now called “Service Management,” and it’s designed to make projects and various workflows more visible while pulling together the team members
required to carry out those workflows.
More precisely, Jira Service Management is a tool that enhances the capabilities of an already installed Jira application. For both external and internal customers, it involves tracking requests and issues, configuration management, change management, and knowledge management. With its foundation in Jira, Jira Service Management may be easily integrated with other Atlassian products and services, as well as with third-party solutions to boost DevOps processes.
ServiceNow vs Jira Service Management – Price Comparison
ServiceNow Pricing and Features
- In order to access the complete pricing tiers of ServiceNow, a consultation is required. The product can also be white-labeled and supplied as a service by third parties.
- It is possible to schedule a free demonstration, and demo videos can be viewed after registering, but no free access to the product is indicated.
- There is no free version listed.
Jira Service Management Pricing and Features
- On a monthly billing cycle, there is a $20 fee for limited access and $40 for full access. Pricing is based on the number of users, with the option of yearly payment.
- Up to 5000 agents can take advantage of a 7-day free trial that includes full access to the standard service.
- Limited functionality is available for free to small teams of three or fewer agents.
Both Jiradesk and ServiceNow have different approaches in terms of sales and customer engagement. Jira’s pricing structure is clear and affordable for the average user. However, ServiceNow promotes perceived value by requiring potential customers to speak with the sales staff and show the software before they can access pricing levels.
ServiceNow vs Jira Service Management – API and Integration
Integration challenges arise when mounting ServiceNow on a hosting platform because ServiceNow is a cloud-based application and must be integrated. The documentation provided by ServiceNow helps to alleviate this and other comparable issues. It’s easy to integrate with ServiceNow thanks to the REST API, which is incredibly versatile.
In contrast, by utilizing Jira’s unique platform, which provides easy access to the platform’s REST APIs, the Service Management product is able to quickly integrate with third-party systems. Because there are so many third-party connectors available on the platform, but so few bespoke solutions, users are left to fend for themselves.
For many experts, the two platforms are comparable in terms of API and third-party integrations. Other API-related characteristics negate the disadvantages in both circumstances, leaving just the benefits. Because of this, Jira Service Management offers more integration flexibility than ServiceNow because it can be deployed on both on-premises and cloud-based systems.
ServiceNow vs Jira Service Management – User Interface
One of the two areas where ServiceNow’s community of users plainly falls short of Jira and other competitors is the ease of use. Because of the steep learning curve and the platform’s clumsy user interface, customers say it’s tough to upgrade and maintain the system. More so for smaller firms. There are a few exceptions to this rule because of the platform’s focus on enterprise-level services.
As for Jira Service Management, businesses of all sizes can benefit from the adaptability and simplicity of the platform. Accessing and navigating the gateway is a breeze. A third-party coding platform (IDE) breaks the idea of an all-in-one solution that can be shared and collaborated on, however.
The type of organization that is employing the program is the most important factor here. ServiceNow is the best platform for large-scale enterprise operations in terms of ease of access and the types of projects that can be managed. Jira’s user-friendly interface and agile platform, on the other hand, make it a better fit for smaller, non-enterprise organizations than ServiceNow.
ServiceNow vs Jira Service Management – Framework
Jira was designed by Atlassian Inc. to track complaints and problems in software and mobile apps. However, it has evolved into a powerful agile project management tool. As a result, it can be utilized by a wide range of businesses. Using Jira, you can manage and track projects. A single Jira Project unites the efforts of your entire team.
ServiceNow, on the other hand, is a cloud-based IT service management platform that aids in the management, organization, and automation of businesses. You can use it to automate your organization’s workflow activities and get ITSM apps.
ServiceNow vs Jira Service Management – Customer Support
Even while the ServiceNow platform is more expensive and comes with stricter licensing requirements, the breadth of the support services it offers makes up for some of those extra costs. This offers 24/7 tech support, access to the most up-to-date documentation, and the ability to exchange material with professionals from ServiceNow.
Even though Jira’s premium-tier support isn’t free, the cheap platform cost per user means that most small businesses don’t need it, and if their needs grow, they can afford to pay for a more robust support layer. Users of Jira Service Management have access to up-to-date documentation, a discussion forum where they can get answers to their problems, and a bug reporting system.
Access to a service provider via ServiceNow is critical, especially when dealing with technical services that must be up and running at all times when your customers are online and conducting business. In light of ServiceNow’s high base costs, it would be a serious flaw if they failed to incorporate a comprehensive customer support offering as a basic feature.
ServiceNow’s user interface is designed with large, enterprise-level businesses in mind, reflecting the company’s focus on providing solutions for those types of businesses. The ServiceNow system may be complicated or difficult to manage for many users and may necessitate training before it can be used effectively. While competing platforms lack in-depth solutions and documentation, ServiceNow has a wealth of resources to help your firm integrate it into your numerous processes.
Many firms already use Jira, the top developer ticketing system, in their day-to-day software development, thus the integration between Jira and Jira Service Management is a big plus. Compared to ServiceNow, this system may require less training for business users because they are already familiar with how it operates.
Because Jira Service Management is already integrated with Atlassian products, it’s the best option for smaller organizations that currently utilize Atlassian products for day-to-day operations.
ServiceNow’s solution is best suited to large organizations, especially those that require greater auditing, legal, and HR capabilities. It has a complete solution that will give your company more complete DevOps tools, but you may need the training to use it.
In terms of ITSM, ServiceNow is an excellent solution, but it’s hard to overlook the advantages that Jira Service Management brings to the table. In order to emphasize the positive aspects of ServiceNow, many in the organization’s own fan base made a concerted effort to downplay the service’s shortcomings. With Jira Service Management, the typical company has access to a robust IT service management platform that it can utilize to meet the demands of its clients that use its IT managed services.