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Compare Jira Service Desk, ServiceNow, and BMC Remedy

Pricing

 
GET STARTED
$10
/month
 
FOR GROWING TEAMS
$20
/agent/month
 
Free Trial
Free Trial Unavailable
Free Trial Unavailable
Jira Service Desk
GET STARTED
$10/month
FOR GROWING TEAMS
$20/agent/month
Free Trial
ServiceNow
Free Trial Unavailable
BMC Remedy
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.5
8.4
8.0
Ease of Use
Ease of Use
7.8
7.4
7.1
Ease of Setup
Ease of Setup
7.3
7.2
6.9
Ease of Admin
Ease of Admin
7.4
7.8
7.2
Quality of Support
Quality of Support
8.0
7.9
7.4
Ease of Doing Business With
Ease of Doing Business With
8.2
8.1
7.9
Product Direction (% positive)
Product Direction (% positive)
7.8
7.8
5.9
Meets Requirements
Jira Service Desk
8.5
ServiceNow
8.4
BMC Remedy
8.0
Ease of Use
Jira Service Desk
7.8
ServiceNow
7.4
BMC Remedy
7.1
Ease of Setup
Jira Service Desk
7.3
ServiceNow
7.2
BMC Remedy
6.9
Ease of Admin
Jira Service Desk
7.4
ServiceNow
7.8
BMC Remedy
7.2
Quality of Support
Jira Service Desk
8.0
ServiceNow
7.9
BMC Remedy
7.4
Ease of Doing Business With
Jira Service Desk
8.2
ServiceNow
8.1
BMC Remedy
7.9
Product Direction (% positive)
Jira Service Desk
7.8
ServiceNow
7.8
BMC Remedy
5.9

Features

Incident Management
Automate Ticket Routing
Jira Service Desk
8.6
ServiceNow
8.6
BMC Remedy
Not enough data available
Ticket Prioritization
Jira Service Desk
8.6
ServiceNow
8.6
BMC Remedy
8.6
Ticket Notifications
Jira Service Desk
8.5
ServiceNow
8.7
BMC Remedy
8.3
Knowledge Base
Jira Service Desk
8.1
ServiceNow
7.9
BMC Remedy
7.9
Knowledge Base/Ticket Integration
Jira Service Desk
8.1
ServiceNow
7.9
BMC Remedy
8.0
Reporting
Dashboards
Jira Service Desk
8.3
ServiceNow
8.1
BMC Remedy
7.9
Time Tracking
Jira Service Desk
8.3
ServiceNow
8.1
BMC Remedy
7.9
Surveys
Jira Service Desk
7.6
ServiceNow
7.4
BMC Remedy
Not enough data available
Access & Usability
Mobile
Jira Service Desk
7.4
ServiceNow
7.1
BMC Remedy
6.7
Self Service
Jira Service Desk
8.3
ServiceNow
8.0
BMC Remedy
7.8
Active Directory
Jira Service Desk
8.2
ServiceNow
8.2
BMC Remedy
7.9
Multi-Channel Access
Jira Service Desk
7.9
ServiceNow
8.6
BMC Remedy
7.8

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
16.2%
3.9%
4.1%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
40.4%
17.2%
21.7%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
43.4%
79.0%
74.2%
Jira Service Desk
Small-Business
16.2%
Mid-Market
40.4%
Enterprise
43.4%
ServiceNow
Small-Business
3.9%
Mid-Market
17.2%
Enterprise
79.0%
BMC Remedy
Small-Business
4.1%
Mid-Market
21.7%
Enterprise
74.2%

Reviewers' Industry

 
Information Technology and Services
28.4%
Information Technology and Services
27.6%
Information Technology and Services
32.4%
 
Computer Software
15.2%
Hospital & Health Care
7.5%
Telecommunications
9.0%
 
Internet
6.1%
Higher Education
7.5%
Hospital & Health Care
6.1%
 
Telecommunications
4.4%
Computer Software
6.7%
Higher Education
4.3%
 
Financial Services
4.4%
Financial Services
6.1%
Computer Software
4.3%
 
Other
41.6%
Other
44.4%
Other
43.9%
Jira Service Desk
Information Technology and Services
28.4%
Computer Software
15.2%
Internet
6.1%
Telecommunications
4.4%
Financial Services
4.4%
Other
41.6%
ServiceNow
Information Technology and Services
27.6%
Hospital & Health Care
7.5%
Higher Education
7.5%
Computer Software
6.7%
Financial Services
6.1%
Other
44.4%
BMC Remedy
Information Technology and Services
32.4%
Telecommunications
9.0%
Hospital & Health Care
6.1%
Higher Education
4.3%
Computer Software
4.3%
Other
43.9%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
TINCY G.
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...

Devon S.
User in Information Technology and Services

ServiceNow's simplicity and ease of access makes clearing tickets easier for technicians as well as making the ticketing system more accessible for users who opt to use the Self-Service. Email alerts are on-point and make managing your queue easy even when...

Greg M.
User in Internet

It's a full-blown, enterprise-grade ITSM suite. For those who are looking to implement ITIL practices, Remedy will help you do so, with modules like asset and configuration management, incident and problem management, change management, and so forth. Done...

Most Helpful Critical Review
Most Helpful Critical Review
Anushree P.
User in Biotechnology

there is nothing to dislike about service desk

Jared H.
User in Government Administration

Performance occasionally suffers for reasons not attributable to local network or internet outages Many types of customization must be re-applied after each upgrade of the application

G2 User in Telecommunications

* Creating reports is very kludgy and not GUI. * To run a query you have to know old school query symbols like <, =, etc. * My company has done a lot of customizations to Remedy and we are currently running many versions of the software- so I feel like...

 
Jira Service Desk
Most Helpful Favorable Review
TINCY G.
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
Anushree P.
User in Biotechnology

there is nothing to dislike about service desk

ServiceNow
Most Helpful Favorable Review
Devon S.
User in Information Technology and Services

ServiceNow's simplicity and ease of access makes clearing tickets easier for technicians as well as making the ticketing system more accessible for users who opt to use the Self-Service. Email alerts are on-point and make managing your queue easy even when...

Most Helpful Critical Review
Jared H.
User in Government Administration

Performance occasionally suffers for reasons not attributable to local network or internet outages Many types of customization must be re-applied after each upgrade of the application

BMC Remedy
Most Helpful Favorable Review
Greg M.
User in Internet

It's a full-blown, enterprise-grade ITSM suite. For those who are looking to implement ITIL practices, Remedy will help you do so, with modules like asset and configuration management, incident and problem management, change management, and so forth. Done...

Most Helpful Critical Review
G2 User in Telecommunications

* Creating reports is very kludgy and not GUI. * To run a query you have to know old school query symbols like <, =, etc. * My company has done a lot of customizations to Remedy and we are currently running many versions of the software- so I feel like...

Screenshots

 
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