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Compare Jira Service Desk, ServiceNow, and Cherwell Service Management

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
Cherwell Service Management
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.5
8.4
8.2
Ease of Use
Ease of Use
7.8
7.4
7.7
Ease of Setup
Ease of Setup
7.3
7.2
7.4
Ease of Admin
Ease of Admin
7.4
7.8
8.2
Quality of Support
Quality of Support
8.0
7.9
8.3
Ease of Doing Business With
Ease of Doing Business With
8.2
8.1
8.8
Product Direction (% positive)
Product Direction (% positive)
7.8
7.8
7.8
Meets Requirements
Jira Service Desk
8.5
ServiceNow
8.4
Cherwell Service Management
8.2
Ease of Use
Jira Service Desk
7.8
ServiceNow
7.4
Cherwell Service Management
7.7
Ease of Setup
Jira Service Desk
7.3
ServiceNow
7.2
Cherwell Service Management
7.4
Ease of Admin
Jira Service Desk
7.4
ServiceNow
7.8
Cherwell Service Management
8.2
Quality of Support
Jira Service Desk
8.0
ServiceNow
7.9
Cherwell Service Management
8.3
Ease of Doing Business With
Jira Service Desk
8.2
ServiceNow
8.1
Cherwell Service Management
8.8
Product Direction (% positive)
Jira Service Desk
7.8
ServiceNow
7.8
Cherwell Service Management
7.8

Features

Incident Management
Automate Ticket Routing
Jira Service Desk
8.6
ServiceNow
8.6
Cherwell Service Management
8.7
Ticket Prioritization
Jira Service Desk
8.6
ServiceNow
8.6
Cherwell Service Management
8.5
Ticket Notifications
Jira Service Desk
8.5
ServiceNow
8.7
Cherwell Service Management
8.3
Knowledge Base
Jira Service Desk
8.1
ServiceNow
7.9
Cherwell Service Management
7.6
Knowledge Base/Ticket Integration
Jira Service Desk
8.1
ServiceNow
7.9
Cherwell Service Management
7.5
Reporting
Dashboards
Jira Service Desk
8.3
ServiceNow
8.1
Cherwell Service Management
8.5
Time Tracking
Jira Service Desk
8.3
ServiceNow
8.1
Cherwell Service Management
7.7
Surveys
Jira Service Desk
7.6
ServiceNow
7.4
Cherwell Service Management
Not enough data available
Access & Usability
Mobile
Jira Service Desk
7.4
ServiceNow
7.1
Cherwell Service Management
4.7
Self Service
Jira Service Desk
8.3
ServiceNow
8.0
Cherwell Service Management
7.4
Active Directory
Jira Service Desk
8.2
ServiceNow
8.2
Cherwell Service Management
8.3
Multi-Channel Access
Jira Service Desk
7.9
ServiceNow
8.6
Cherwell Service Management
6.9

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
16.2%
3.9%
9.5%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
40.4%
17.2%
22.2%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
43.4%
79.0%
68.3%
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%
Cherwell Service Management
Small-Business
9.5%
Mid-Market
22.2%
Enterprise
68.3%

Reviewers' Industry

 
Information Technology and Services
28.4%
Information Technology and Services
27.6%
Information Technology and Services
15.9%
 
Computer Software
15.2%
Hospital & Health Care
7.5%
Hospital & Health Care
11.0%
 
Internet
6.1%
Higher Education
7.5%
Higher Education
9.7%
 
Telecommunications
4.4%
Computer Software
6.7%
Government Administration
9.7%
 
Financial Services
4.4%
Financial Services
6.1%
Financial Services
5.5%
 
Other
41.6%
Other
44.4%
Other
48.3%
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%
Cherwell Service Management
Information Technology and Services
15.9%
Hospital & Health Care
11.0%
Higher Education
9.7%
Government Administration
9.7%
Financial Services
5.5%
Other
48.3%

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...

G2 User in Renewables & Environment

Easy of use and flexibility to quick change or adjust items with basic knowledge. While it is helpful to have an IT person do some of the design work, it is not required and you can break up the tasks to no IT employees. Dashboards for interactive reports...

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 Online Media

The Web UI does not have all of the functionality of the native client, which might be fine for some shops, but that is becoming rare these days. In the CSR interface, you have to "Save" after every action, but in almost all cases, the Save button is at...

 
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

Cherwell Service Management
Most Helpful Favorable Review
G2 User in Renewables & Environment

Easy of use and flexibility to quick change or adjust items with basic knowledge. While it is helpful to have an IT person do some of the design work, it is not required and you can break up the tasks to no IT employees. Dashboards for interactive reports...

Most Helpful Critical Review
G2 User in Online Media

The Web UI does not have all of the functionality of the native client, which might be fine for some shops, but that is becoming rare these days. In the CSR interface, you have to "Save" after every action, but in almost all cases, the Save button is at...

Screenshots

 
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Videos

 No videos providedNo videos provided

Find out how Cherwell Service Management helps your IT team automate routine IT service desk processes as well as partner with the business to deliver genuine value.

Jira Service Desk
No videos provided
ServiceNow
No videos provided
Cherwell Service Management

Find out how Cherwell Service Management helps your IT team automate routine IT service desk processes as well as partner with the business to deliver genuine value.

Downloads

 No downloads providedNo downloads providedNo downloads provided
Jira Service Desk
No downloads provided
ServiceNow
No downloads provided
Cherwell Service Management
No downloads provided
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