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Compare Jira Service Management and ServiceNow IT Service Management 
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At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Enterprise (74.0% of reviews)
Entry-Level Pricing
0/agent/month
No pricing available
Jira Service Management
Star Rating
(948)4.3 out of 5
Market Segments
Mid-Market (42.7% of reviews)
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansServiceNow IT Service Management
Star Rating
(1,193)4.4 out of 5
Market Segments
Enterprise (74.0% of reviews)
Entry-Level Pricing
No pricing available
Learn more about ServiceNow IT Service ManagementSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Jira Service Management excels in its ticketing system, scoring 9.1, which is higher than ServiceNow's 9.3. Reviewers mention that the intuitive interface and customizable workflows make it easier to manage tickets effectively.
- Reviewers mention that ServiceNow IT Service Management shines in its asset management capabilities, scoring 8.9 compared to Jira's 8.6. Users appreciate the comprehensive tracking and reporting features that help in managing IT assets efficiently.
- G2 users highlight that ServiceNow's change management feature is robust, scoring 9.0, while Jira's is slightly lower at 8.9. Reviewers say that ServiceNow provides better visibility and control over changes, which is crucial for large enterprises.
- Users on G2 report that ServiceNow's quality of support is rated at 8.5, slightly higher than Jira's 8.4. Reviewers mention that ServiceNow's support team is responsive and knowledgeable, which is vital for resolving issues quickly.
- Reviewers mention that Jira Service Management offers superior AI monitoring capabilities, scoring 8.5 compared to ServiceNow's 7.3. Users say that the AI features help in proactively identifying issues before they escalate, enhancing overall service delivery.
- Users report that ServiceNow's reporting features are highly regarded, scoring 8.9, while Jira's reporting is rated at 9.0. Reviewers mention that Jira's customizable dashboards provide excellent insights, but ServiceNow's reports are more comprehensive for enterprise needs.
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 Service Management
No pricing availableFree Trial
Jira Service Management
Free Trial is available
ServiceNow IT Service Management
No trial information availableRatings
Meets Requirements
8.7
840
8.9
769
Ease of Use
8.2
847
8.5
988
Ease of Setup
8.0
455
8.1
549
Ease of Admin
8.0
359
8.6
296
Quality of Support
8.4
724
8.5
697
Has the product been a good partner in doing business?
8.7
336
8.8
292
Product Direction (% positive)
8.7
809
8.8
747
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
78
Not enough data
Generative AI
8.0
55
Not enough data
7.9
54
Not enough data
Agentic AI - Help Desk
8.4
42
Not enough data
8.6
41
Not enough data
8.4
41
Not enough data
Communication Channels
8.9
81
Not enough data
8.9
81
Not enough data
8.3
74
Not enough data
8.1
72
Not enough data
7.9
69
Not enough data
Platform
8.1
83
Not enough data
8.5
85
Not enough data
8.8
84
Not enough data
8.9
80
Not enough data
8.7
82
Not enough data
8.7
79
Not enough data
Administration
8.9
166
|
Verified
9.0
230
|
Verified
8.5
160
|
Verified
8.7
220
|
Verified
8.9
171
|
Verified
8.8
231
|
Verified
Service Desk
8.9
177
|
Verified
9.1
239
|
Verified
8.8
177
|
Verified
9.2
240
|
Verified
8.8
176
|
Verified
9.0
231
|
Verified
Management
9.0
153
|
Verified
8.9
221
|
Verified
8.9
148
|
Verified
8.9
210
|
Verified
8.7
149
|
Verified
8.8
212
|
Verified
8.6
144
|
Verified
8.8
207
|
Verified
8.6
140
|
Verified
8.5
196
Functionality
9.1
158
|
Verified
9.3
227
|
Verified
8.8
150
8.8
217
8.7
155
|
Verified
8.7
217
|
Verified
8.9
152
|
Verified
8.9
216
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
8.3
81
7.3
41
8.5
80
7.5
40
8.3
80
7.6
41
8.4
80
7.4
40
8.3
81
7.4
40
8.2
81
7.0
40
8.3
82
7.4
41
Monitoring
8.9
146
|
Verified
8.9
220
|
Verified
9.0
150
|
Verified
9.1
229
|
Verified
9.1
147
|
Verified
9.1
232
|
Verified
8.5
70
7.5
29
Management Tools
9.1
149
|
Verified
9.2
232
|
Verified
9.0
148
|
Verified
9.0
226
9.0
136
|
Verified
8.7
217
|
Verified
Generative AI
8.1
77
8.3
104
8.3
75
8.3
119
Agentic AI - Incident Management
8.4
61
7.1
25
8.4
61
7.1
25
8.5
60
7.5
25
8.6
61
7.2
24
8.6
61
7.6
24
8.6
61
7.4
24
8.6
61
7.5
25
Generative AI
8.3
25
Not enough data
Agentic AI - IT Alerting
8.4
24
Not enough data
8.7
24
Not enough data
9.0
24
Not enough data
8.5
24
Not enough data
8.5
24
Not enough data
8.7
24
Not enough data
8.7
24
Not enough data
Incident Management
8.7
303
9.0
300
8.8
313
8.9
299
8.8
323
9.1
305
8.4
278
8.7
294
8.5
275
8.7
287
Reporting
8.5
307
8.7
298
8.4
301
8.7
276
8.2
231
8.5
171
Access & Usability
8.1
227
8.0
233
8.6
274
8.7
286
8.5
236
8.5
254
8.4
231
8.8
163
Agentic AI - Service Desk
8.2
74
7.5
17
8.2
74
7.7
17
8.2
71
8.2
17
8.5
74
7.7
17
8.2
73
8.3
17
8.4
74
7.4
17
8.5
73
7.5
17
Categories
Categories
Shared Categories
Jira Service Management and ServiceNow IT Service Management are categorized as IT Service Management (ITSM) Tools, Incident Management, and Service Desk
Unique Categories
Jira Service Management is categorized as IT Alerting and Help Desk
ServiceNow IT Service Management is categorized as Configuration Management
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ServiceNow IT Service 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
31.2%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.6%
Telecommunications
3.2%
Other
40.2%
Information Technology and Services
27.0%
Computer Software
7.4%
Hospital & Health Care
7.2%
Financial Services
5.4%
Computer & Network Security
3.6%
Other
49.5%
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
What is the ServiceNow now platform?
2 Comments
SC
ServiceNow is a cloud-based platform that provides a wide range of IT service management (ITSM) and business process automation (BPA) solutions. The...Read more
What is ServiceNow IT Service Management used for?
2 Comments
RS
ServiceNow IT Service Management (ITSM) is a cloud-based platform designed to streamline and automate IT service delivery and support within organizations....Read more
Asset Tracking
1 Comment
RK
There are 2 ways to do this:
Buying subscription for ServiceNow Discovery and setting up the environment for setup as per schema as well as maintaining the...Read more
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