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Compare Jira Service Desk, ServiceNow, and Micro Focus Service Management Automation (SMAX)

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
Micro Focus Service Management Automation (SMAX)
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.5
8.4
8.2
Ease of Use
Ease of Use
7.9
7.4
7.4
Ease of Setup
Ease of Setup
7.3
7.2
7.1
Ease of Admin
Ease of Admin
7.4
7.8
7.5
Quality of Support
Quality of Support
8.0
7.9
7.6
Ease of Doing Business With
Ease of Doing Business With
8.2
8.1
8.1
Product Direction (% positive)
Product Direction (% positive)
7.9
7.8
6.8
Meets Requirements
Jira Service Desk
8.5
ServiceNow
8.4
Micro Focus Service Management Automation (SMAX)
8.2
Ease of Use
Jira Service Desk
7.9
ServiceNow
7.4
Micro Focus Service Management Automation (SMAX)
7.4
Ease of Setup
Jira Service Desk
7.3
ServiceNow
7.2
Micro Focus Service Management Automation (SMAX)
7.1
Ease of Admin
Jira Service Desk
7.4
ServiceNow
7.8
Micro Focus Service Management Automation (SMAX)
7.5
Quality of Support
Jira Service Desk
8.0
ServiceNow
7.9
Micro Focus Service Management Automation (SMAX)
7.6
Ease of Doing Business With
Jira Service Desk
8.2
ServiceNow
8.1
Micro Focus Service Management Automation (SMAX)
8.1
Product Direction (% positive)
Jira Service Desk
7.9
ServiceNow
7.8
Micro Focus Service Management Automation (SMAX)
6.8

Features

Incident Management
Automate Ticket Routing
Jira Service Desk
8.6
ServiceNow
8.6
Micro Focus Service Management Automation (SMAX)
7.8
Ticket Prioritization
Jira Service Desk
8.6
ServiceNow
8.6
Micro Focus Service Management Automation (SMAX)
7.8
Ticket Notifications
Jira Service Desk
8.5
ServiceNow
8.7
Micro Focus Service Management Automation (SMAX)
8.0
Knowledge Base
Jira Service Desk
8.1
ServiceNow
7.9
Micro Focus Service Management Automation (SMAX)
7.8
Knowledge Base/Ticket Integration
Jira Service Desk
8.1
ServiceNow
7.9
Micro Focus Service Management Automation (SMAX)
7.6
Reporting
Dashboards
Jira Service Desk
8.3
ServiceNow
8.1
Micro Focus Service Management Automation (SMAX)
7.4
Time Tracking
Jira Service Desk
8.3
ServiceNow
8.1
Micro Focus Service Management Automation (SMAX)
7.5
Surveys
Jira Service Desk
7.6
ServiceNow
7.4
Micro Focus Service Management Automation (SMAX)
8.3
Access & Usability
Mobile
Jira Service Desk
7.4
ServiceNow
7.1
Micro Focus Service Management Automation (SMAX)
6.7
Self Service
Jira Service Desk
8.3
ServiceNow
8.0
Micro Focus Service Management Automation (SMAX)
7.5
Active Directory
Jira Service Desk
8.2
ServiceNow
8.2
Micro Focus Service Management Automation (SMAX)
8.3
Multi-Channel Access
Jira Service Desk
7.9
ServiceNow
8.6
Micro Focus Service Management Automation (SMAX)
7.3

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
16.2%
3.9%
9.6%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
40.5%
17.2%
21.2%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
43.2%
79.0%
69.2%
Jira Service Desk
Small-Business
16.2%
Mid-Market
40.5%
Enterprise
43.2%
ServiceNow
Small-Business
3.9%
Mid-Market
17.2%
Enterprise
79.0%
Micro Focus Service Management Automation (SMAX)
Small-Business
9.6%
Mid-Market
21.2%
Enterprise
69.2%

Reviewers' Industry

 
Information Technology and Services
28.4%
Information Technology and Services
27.6%
Information Technology and Services
25.4%
 
Computer Software
15.2%
Hospital & Health Care
7.5%
Hospital & Health Care
10.2%
 
Internet
6.1%
Higher Education
7.5%
Insurance
8.5%
 
Telecommunications
4.4%
Computer Software
6.7%
Airlines/Aviation
8.5%
 
Financial Services
4.2%
Financial Services
6.1%
Utilities
3.4%
 
Other
41.7%
Other
44.4%
Other
44.1%
Jira Service Desk
Information Technology and Services
28.4%
Computer Software
15.2%
Internet
6.1%
Telecommunications
4.4%
Financial Services
4.2%
Other
41.7%
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%
Micro Focus Service Management Automation (SMAX)
Information Technology and Services
25.4%
Hospital & Health Care
10.2%
Insurance
8.5%
Airlines/Aviation
8.5%
Utilities
3.4%
Other
44.1%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Sushant D.
User in Information Technology and Services

Jira, provides an ease in tracking down the tasks, and efforts of an individual, and generates a report for this data given, providing the efficiency of the team as a whole. It uses kanban board to show a detailed information of the individuals. We can...

Nathan N.
Administrator in Internet

ServiceNow can do anything you want it to. It all depends on the level of effort to make it work the way you want. They continually add feature, and facelifts. Support is great, and we have only had one outage that lasted 2 minutes in the 3 years we have...

Thore S.
Administrator in Information Technology and Services

Complete overview, all tasks/processes in one tool. Integration with IDOL gives BigData power where we need it to be: A part of our workflow. Version 9.34 with Smart Analytics improves ticket registration/ticket quality at Service Desk and combined with Hot...

Most Helpful Critical Review
Most Helpful Critical Review
G2 User in Internet

do not currently have any dislikes from this tool

G2 User in Insurance

Everything: ServiceNow has no idea about ITIL, they took ITIL and flipped it upside down. Their system is broken and doesn't work properly. Imagine you go to a car dealer to buy a new car. You pay the money and you get the keys. When you get outside to...

Christopher K.
User in Information Technology and Services

Not probably but definitely the worst Customer Service Desk software I have encountered. The ITIL compliance and reporting might be a big draw card as well as the HP logo but that is where it ends. Administrative overhead is time consuming while the...

 
Jira Service Desk
Most Helpful Favorable Review
Sushant D.
User in Information Technology and Services

Jira, provides an ease in tracking down the tasks, and efforts of an individual, and generates a report for this data given, providing the efficiency of the team as a whole. It uses kanban board to show a detailed information of the individuals. We can...

Most Helpful Critical Review
G2 User in Internet

do not currently have any dislikes from this tool

ServiceNow
Most Helpful Favorable Review
Nathan N.
Administrator in Internet

ServiceNow can do anything you want it to. It all depends on the level of effort to make it work the way you want. They continually add feature, and facelifts. Support is great, and we have only had one outage that lasted 2 minutes in the 3 years we have...

Most Helpful Critical Review
G2 User in Insurance

Everything: ServiceNow has no idea about ITIL, they took ITIL and flipped it upside down. Their system is broken and doesn't work properly. Imagine you go to a car dealer to buy a new car. You pay the money and you get the keys. When you get outside to...

Micro Focus Service Management Automation (SMAX)
Most Helpful Favorable Review
Thore S.
Administrator in Information Technology and Services

Complete overview, all tasks/processes in one tool. Integration with IDOL gives BigData power where we need it to be: A part of our workflow. Version 9.34 with Smart Analytics improves ticket registration/ticket quality at Service Desk and combined with Hot...

Most Helpful Critical Review
Christopher K.
User in Information Technology and Services

Not probably but definitely the worst Customer Service Desk software I have encountered. The ITIL compliance and reporting might be a big draw card as well as the HP logo but that is where it ends. Administrative overhead is time consuming while the...

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Micro Focus Service Management Automation (SMAX)
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