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Compare Jira Service Management and ServiceNow IT Operations Management 
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At a Glance
Market Segments
Mid-Market (43.0% of reviews)
Enterprise (68.8% of reviews)
Entry-Level Pricing
0/agent/month
No pricing available
Jira Service Management
Star Rating
(954)4.3 out of 5
Market Segments
Mid-Market (43.0% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansServiceNow IT Operations Management
Star Rating
(152)4.4 out of 5
Market Segments
Enterprise (68.8% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about ServiceNow IT Operations ManagementSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Jira Service Management excels in ticket collaboration, with a score of 9.1, making it easier for teams to work together on resolving issues. In contrast, ServiceNow IT Operations Management also performs well in this area but has a slightly lower score of 9.0, indicating that while it is effective, it may not facilitate collaboration as seamlessly as Jira.
- Reviewers mention that ServiceNow's SLA Management feature is robust, scoring 9.4, which helps organizations maintain service level agreements effectively. Jira Service Management, while still strong at 8.4, may not offer the same level of depth in SLA tracking and management, which could be a consideration for enterprises with strict compliance needs.
- G2 users highlight that ServiceNow IT Operations Management provides superior change management capabilities, scoring 9.0 compared to Jira's 9.0. However, users on G2 note that ServiceNow's features are more comprehensive, making it a better choice for larger organizations that require detailed change tracking and reporting.
- Users say that the reporting capabilities in ServiceNow are more advanced, with a score of 9.1, allowing for deeper insights into operations. Jira Service Management, while effective with a score of 8.9, may not provide the same level of analytical depth, which could be a drawback for data-driven teams.
- Reviewers mention that ServiceNow's incident management features, particularly in automating ticket routing and prioritization, score highly at 9.0, making it a strong choice for organizations looking to streamline their incident response processes. Jira Service Management, with a score of 8.7 in these areas, may not offer the same level of automation, potentially leading to slower response times.
- Users report that the ease of setup is a significant advantage for ServiceNow, scoring 8.8, which is higher than Jira's 7.6. This suggests that ServiceNow may be more user-friendly for organizations looking to implement a new IT operations management system quickly and efficiently.
Pricing
Entry-Level Pricing
Jira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
ServiceNow IT Operations Management
No pricing availableFree Trial
Jira Service Management
Free Trial is available
ServiceNow IT Operations Management
No trial information availableRatings
Meets Requirements
8.7
843
8.7
74
Ease of Use
8.2
850
8.0
132
Ease of Setup
8.0
458
7.7
115
Ease of Admin
8.0
362
8.4
41
Quality of Support
8.4
727
8.4
72
Has the product been a good partner in doing business?
8.7
339
8.7
43
Product Direction (% positive)
8.7
812
9.5
70
Features by Category
Ticket and Case Management
9.0
82
Not enough data
9.0
80
Not enough data
8.9
81
Not enough data
8.9
79
Not enough data
8.8
78
Not enough data
8.8
80
Not enough data
9.2
79
Not enough data
8.5
77
Not enough data
Generative AI
7.9
54
Not enough data
7.9
53
Not enough data
Agentic AI - Help Desk
8.3
41
Not enough data
8.5
40
Not enough data
8.3
40
Not enough data
Communication Channels
8.9
80
Not enough data
8.9
80
Not enough data
8.3
73
Not enough data
8.1
71
Not enough data
7.9
68
Not enough data
Platform
8.1
83
Not enough data
8.4
85
Not enough data
8.8
86
Not enough data
8.8
83
Not enough data
8.7
83
Not enough data
8.7
80
Not enough data
Administration
8.9
164
|
Verified
Not enough data
8.5
158
|
Verified
Not enough data
8.9
170
|
Verified
Not enough data
Service Desk
8.9
176
|
Verified
Not enough data
8.8
176
|
Verified
Not enough data
8.8
175
|
Verified
Not enough data
Management
9.0
152
|
Verified
Not enough data
8.9
146
|
Verified
Not enough data
8.7
147
|
Verified
Not enough data
8.6
143
|
Verified
Not enough data
8.6
138
|
Verified
Not enough data
Functionality
9.1
158
|
Verified
Not enough data
8.8
148
Not enough data
8.7
153
|
Verified
Not enough data
8.9
151
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
8.3
79
Not enough data
8.4
78
Not enough data
8.3
79
Not enough data
8.3
78
Not enough data
8.3
79
Not enough data
8.1
79
Not enough data
8.3
80
Not enough data
Monitoring
8.9
144
|
Verified
Not enough data
9.0
148
|
Verified
Not enough data
9.1
145
|
Verified
Not enough data
8.5
68
Not enough data
Management Tools
9.1
148
|
Verified
Not enough data
8.9
147
|
Verified
Not enough data
9.0
134
|
Verified
Not enough data
Generative AI
8.0
75
Not enough data
8.3
73
Not enough data
Agentic AI - Incident Management
8.3
59
Not enough data
8.4
59
Not enough data
8.5
58
Not enough data
8.6
59
Not enough data
8.6
59
Not enough data
8.6
59
Not enough data
8.5
59
Not enough data
Functionality
Not enough data
7.9
14
Not enough data
7.7
13
Not enough data
8.3
12
Issue Resolution
Not enough data
8.3
13
Not enough data
8.3
12
Not enough data
8.2
12
Management
Not enough data
8.8
14
Not enough data
9.0
12
Not enough data
9.2
12
Generative AI
Not enough data
7.2
9
Not enough data
7.4
9
Agentic AI - AIOps Platforms
Not enough data
7.6
9
Not enough data
7.5
8
Not enough data
8.3
10
Not enough data
7.6
9
Not enough data
7.0
9
Not enough data
7.6
9
Not enough data
8.5
8
Monitoring
Not enough data
8.8
11
Not enough data
7.6
11
Not enough data
7.9
11
Not enough data
8.0
10
Not enough data
8.0
11
Response
Not enough data
8.0
11
Not enough data
8.2
10
Not enough data
8.2
10
Agentic AI - Application Performance Monitoring (APM)
Not enough data
8.3
5
Not enough data
8.1
6
Not enough data
8.0
5
Not enough data
7.8
6
Not enough data
8.1
6
Performance
Not enough data
8.2
11
Not enough data
8.0
9
Functionality
Not enough data
8.0
11
Not enough data
7.6
11
Not enough data
7.2
10
Not enough data
7.6
12
Generative AI
8.2
24
Not enough data
Agentic AI - IT Alerting
8.4
23
Not enough data
8.8
23
Not enough data
9.1
23
Not enough data
8.6
23
Not enough data
8.6
23
Not enough data
8.8
23
Not enough data
8.8
23
Not enough data
Incident Management
8.7
305
Not enough data
8.8
314
Not enough data
8.8
324
Not enough data
8.4
279
Not enough data
8.5
275
Not enough data
Reporting
8.5
308
Not enough data
8.4
301
Not enough data
8.2
231
Not enough data
Access & Usability
8.1
227
Not enough data
8.6
275
Not enough data
8.5
236
Not enough data
8.4
231
Not enough data
Agentic AI - Service Desk
8.2
74
Not enough data
8.2
74
Not enough data
8.2
71
Not enough data
8.5
74
Not enough data
8.2
73
Not enough data
8.4
74
Not enough data
8.5
74
Not enough data
Analysis
Not enough data
8.0
35
Platform
Not enough data
8.4
33
Not enough data
8.5
31
Not enough data
8.8
34
Not enough data
8.4
34
Not enough data
8.7
34
Security
Not enough data
8.5
31
Not enough data
8.2
32
Not enough data
7.8
31
Not enough data
8.9
34
Not enough data
8.9
34
Agentic AI - Enterprise IT Management
Not enough data
7.5
12
Not enough data
8.1
12
Not enough data
8.0
11
Not enough data
7.6
11
Not enough data
7.5
12
Not enough data
7.5
12
Not enough data
8.2
12
Categories
Categories
Shared Categories
Jira Service Management and ServiceNow IT Operations Management share no categories
Unique Categories
Jira Service Management is categorized as IT Service Management (ITSM) Tools, Incident Management, Service Desk, IT Alerting, and Help Desk
ServiceNow IT Operations Management is categorized as Enterprise IT Management, Application Performance Monitoring (APM), and AIOps Platforms
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ServiceNow IT Operations Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
31.1%
Computer Software
16.1%
Financial Services
4.7%
Internet
4.6%
Telecommunications
3.3%
Other
40.3%
Information Technology and Services
26.1%
Insurance
8.7%
Financial Services
8.7%
Hospital & Health Care
8.0%
Computer Software
5.1%
Other
43.5%
Alternatives
Discussions
Is Jira a service management tool?
2 Comments
MH
Jira is an extremely convenient platform, but not without flaws in my opinion. In any case, if you do not use extensions that improve your jira experience in...Read more
Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?
1 Comment
SH
Under the new model released last year, you only need to purchase Agent licences. Agents are people that typically man the service desk and own the Service...Read more
Timer?
1 Comment
SH
Yes it's based on work flow status, if your looking to do time sheet / manual stop start based on actual work you can use Tempo Time plugin. But for SLA...Read more
ServiceNow IT Operations Management has no discussions with answers
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