# Jira Service Management vs ServiceNow IT Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that ServiceNow IT Service Management excels in providing a comprehensive solution for incident, problem, change, and request management, all within a single control plane. Users appreciate how this centralization allows for more efficient issue resolution, making it easier to manage everything in one place.
- **Users say** that Jira Service Management shines with its seamless integration with the Atlassian ecosystem, which enhances its ability to streamline service requests and incident management. Reviewers highlight its intuitive ticket management and customizable service desks as key features that improve their IT service operations.
- **According to verified reviews** , ServiceNow's focus on consistency over speed resonates with many users, who value the platform's reliability in ensuring that tickets are directed to the right place, even if not resolved instantly. This reliability is a significant factor for organizations that prioritize structured workflows.
- **Reviewers mention** that Jira Service Management is particularly effective for mid-market companies, with its flexible features and user-friendly interface. Users have noted its ability to adapt to various workflows, making it a suitable choice for teams looking for a customizable solution.
- **G2 reviewers highlight** that while ServiceNow IT Service Management has a higher overall satisfaction score, Jira Service Management still receives praise for its workflow automation capabilities. Users appreciate how it simplifies complex processes, which can be a game-changer for teams managing multiple service requests.
- **Users report** that both platforms offer solid support, but ServiceNow edges out slightly with higher ratings for quality of support. Reviewers have expressed satisfaction with the responsiveness and effectiveness of ServiceNow's support team, which can be crucial for organizations that rely heavily on IT service management.



---
## Frequently Asked Questions

### What is the difference between Jira Service Management vs ServiceNow IT Service...?

ServiceNow IT Service Management stands out for higher reviewer satisfaction on support, administration, and overall rating, while Jira Service Management is favored for its integration capabilities and workflow customization.

| [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | [ServiceNow IT Service...](https://www.g2.com/products/servicenow-it-service-management/reviews) |
| --- | --- |
| 4.3/5 (991 reviews) | 4.5/5 (1953 reviews) |
| Mid-Market | Enterprise |
| 8.0 | 8.2 |
| 8.4 | 8.6 |
| Integrations (32 all-time mentions) | Ease of Use (168 all-time mentions) |



### How do the pricing models of Jira Service Management and ServiceNow IT Service... compare?

ServiceNow IT Service Management is rated higher for value, with a stronger Price/Cost satisfaction score than Jira Service Management.

- **Jira Service Management:** In recent reviews, several reviewers cite concerns about rising licensing costs and the expense of scaling with more agents or premium features.
- **ServiceNow IT Service Management:** Reviewers highlight that automation and reduced manual effort help justify the investment, and pricing is seen as easier to justify due to ROI and efficiency gains.
- **Switching reasons:** Reviewers moving to ServiceNow often cite improved automation, centralized workflows, and better ROI as key factors.



### What are the best alternatives to Jira Service Management and ServiceNow IT Service...?

According to G2, the best alternatives to Jira Service Management and ServiceNow IT Service Management are Freshservice, ManageEngine, and — if supported — other top-ranked Service Desk solutions.

| Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength |
| --- | --- | --- | --- | --- |
| [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5 (991 reviews) | Mid-Market | Reviewers cite rising licensing costs as a concern | Integrations (32 all-time mentions) |
| [ServiceNow IT Service...](https://www.g2.com/products/servicenow-it-service-management/reviews) | 4.5/5 (1953 reviews) | Enterprise | Pricing justified by automation and ROI | Ease of Use (168 all-time mentions) |
| [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5 (1351 reviews) | Mid-Market | — | — |
| [ManageEngine](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) | 4.2/5 (250 reviews) | Mid-Market | — | — |



### Which Service Desk features should I prioritize when comparing Jira Service Management and ServiceNow IT Service...?

Buyers should prioritize Workflow, Integrations, Automation, Customization, and Ease of Use when comparing Jira Service Management and ServiceNow IT Service Management.

- **Workflow:** Jira Service Management (31 all-time mentions for Automation, 32 for Integrations); ServiceNow IT Service Management (97 all-time mentions for Features, 168 for Ease of Use)
- **Integrations:** Jira Service Management (32 all-time mentions); ServiceNow IT Service Management (22 all-time mentions)
- **Automation:** Jira Service Management (31 all-time mentions); ServiceNow IT Service Management (97 all-time mentions for Features, including automation)
- **Customization:** Jira Service Management (18 all-time mentions for Customization); ServiceNow IT Service Management (recent reviews highlight strong customization but note complexity)
- **Ease of Use:** Jira Service Management (46 all-time mentions); ServiceNow IT Service Management (168 all-time mentions)



### What are the pros and cons of Jira Service Management vs ServiceNow IT Service...?

ServiceNow IT Service Management's headline strength is ease of use and robust features, while Jira Service Management is most praised for integrations and workflow customization.

- **Jira Service Management strengths:** Integrations (32 all-time mentions), Automation (31), Ticket Management (31), Customization (18), Collaboration (19), Efficiency (26)
- **Jira Service Management trade-offs:** Learning Curve (33), Complexity (28), Steep Learning Curve (27), Complex Setup (22), Complex UI (16)
- **ServiceNow IT Service Management strengths:** Ease of Use (168 all-time mentions), Features (97), Collaboration (52), Team Collaboration (30), Updates (10)
- **ServiceNow IT Service Management trade-offs:** Recent reviews note complexity in customization, a steep learning curve for advanced features, and higher costs for smaller organizations



### Is Jira Service Management or ServiceNow IT Service... better for small businesses?

Jira Service Management is the better fit for small businesses, as its largest reviewer segment is Mid-Market, while ServiceNow IT Service Management is concentrated in Enterprise.

- **Jira Service Management:** Largest segment is Mid-Market; reviewers highlight its flexibility and integration with Atlassian tools as valuable for smaller teams, though setup complexity is noted.
- **ServiceNow IT Service Management:** Largest segment is Enterprise; reviewers describe it as robust and scalable but often cite complexity and cost as barriers for smaller organizations.



### Which Service Desk platform has better integrations?

Jira Service Management is favored for integrations, with more reviewer-cited integration mentions and broader third-party tool support.

- **Jira Service Management:** Jira (501 all-time mentions), Confluence (67), Slack (21); 32 all-time mentions for integrations overall.
- **ServiceNow IT Service Management:** Jira (22 all-time mentions); reviewers mention integration with enterprise applications but with fewer specific tool mentions.



### How do Jira Service Management and ServiceNow IT Service... compare on customer support?

ServiceNow IT Service Management scores higher on Quality of Support, with a 0.2-point lead over Jira Service Management (8.6 vs 8.4), which is a material difference.

- **Jira Service Management:** Reviewers describe support as generally responsive, with 25 all-time mentions for customer support, but note that advanced issues and configuration questions can require more effort to resolve.
- **ServiceNow IT Service Management:** Reviewers consistently praise support quality, citing helpful onboarding, reliable assistance, and strong documentation, especially for enterprise deployments.



### Which is easier to implement, Jira Service Management or ServiceNow IT Service...?

ServiceNow IT Service Management and Jira Service Management score within 0.2 points on Ease of Setup (8.2 vs 8.0), indicating near-parity for implementation effort.

- **Jira Service Management:** Reviewers note that setup can be complex, especially for advanced workflows and permissions, but value the flexibility once configured.
- **ServiceNow IT Service Management:** Reviewers describe initial setup as straightforward for basic use, but advanced customization and integrations require specialized expertise and can extend implementation time.



### Which product has better Workflow?

Workflow is a core strength for both Jira Service Management and ServiceNow IT Service Management, with both products receiving high reviewer praise for workflow automation and customization.

- **Jira Service Management:** 31 all-time mentions for Automation, 32 for Integrations, and 28 for Features; reviewers highlight customizable workflows and automation as key benefits.
- **ServiceNow IT Service Management:** 97 all-time mentions for Features, 168 for Ease of Use; reviewers cite robust workflow automation, approval chains, and centralized process management as standout capabilities.



| | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 986 | 1,986 | 

---
## Top Pros & Cons

### Jira Service Management

Pros:
- Ease of Use (46 reviews)
- Integrations (32 reviews)

Cons:
- Learning Curve (33 reviews)
- Steep Learning Curve (29 reviews)

### ServiceNow IT Service Management

Pros:
- Ease of Use (163 reviews)
- Incident Management (110 reviews)

Cons:
- Learning Curve (70 reviews)
- Expensive (59 reviews)

---
## Ratings Comparison
| Rating | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.8 (874 reviews) | 8.9 (934 reviews) | 
  | **Ease of Use** | 8.3 (881 reviews) | 8.6 (1448 reviews) | 
  | **Ease of Setup** | 8.0 (487 reviews) | 8.2 (787 reviews) | 
  | **Ease of Admin** | 8.0 (367 reviews) | 8.6 (347 reviews) | 
  | **Quality of Support** | 8.4 (757 reviews) | 8.6 (1057 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (344 reviews) | 8.8 (342 reviews) | 
  | **Product Direction (% positive)** | 8.7 (839 reviews) | 8.8 (930 reviews) | 

---
## Pricing

### Jira Service Management

#### Entry-Level Pricing

Plan: Free

Price: 0 /agent/month  

Description: For small teams starting with a service desk. Up to 3 agents for free. 


[Browse all 4 editions](https://www.g2.com/products/jira-service-management/pricing)

#### Free Trial

Yes

### ServiceNow IT Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Configuration Management

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | N/A | N/A |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Additional Functionality

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Widgets** | Not enough data | Not enough data | 
| **Impact Management** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **License Management** | Not enough data | Not enough data | 
| **Scheduled/Automated Reports** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Request Assignment** | Not enough data | Not enough data | 
| **Help Desk Management** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **IT Asset Tracking** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Data Mapping** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Performance Monitoring** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Active Directory Integration** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Asset Lifecycle Management** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Configurable Workflow** | Not enough data | Not enough data | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Data Visualization** | Not enough data | Not enough data | 
| **Change Management** | Not enough data | Not enough data | 
| **Device Auto Discovery** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Relationship Mapping** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Vulnerability Scanning** | Not enough data | Not enough data | 
| **Data Aggregation and Publishing** | Not enough data | Not enough data | 
| **Cost Tracking** | Not enough data | Not enough data | 
| **Template Management** | Not enough data | Not enough data | 
| **Lifecycle Management** | Not enough data | Not enough data | 
| **Historical Reporting** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Configuration Automation** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **File Management** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 
| **Patch Management** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Version Control** | Not enough data | Not enough data | 
| **Task Progress Tracking** | Not enough data | Not enough data | 
| **IT Cost Management** | Not enough data | Not enough data | 
| **Archiving & Retention** | Not enough data | Not enough data | 
| **Scheduling** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **User Management** | Not enough data | Not enough data | 
| **Policy Management** | Not enough data | Not enough data | 
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 
| **Rules-Based Workflow** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **Business Process Automation** | Not enough data | Not enough data | 
| **Sarbanes-Oxley Compliance** | Not enough data | Not enough data | 
| **Task Scheduling** | Not enough data | Not enough data | 

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.6/10 | 106 |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Ticket and Case Management

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket creation user experience** | 9.0 (86 reviews) | Not enough data | 
| **Ticket response user experience** | 9.1 (81 reviews) | Not enough data | 
| **Workflow** | 9.0 (86 reviews) | Not enough data | 
| **Response Automation** | 8.9 (81 reviews) | Not enough data | 
| **SLA Management** | 8.8 (84 reviews) | Not enough data | 
| **Attachments/Screencasts** | 8.8 (83 reviews) | Not enough data | 
| **Ticket Collaboration** | 9.2 (81 reviews) | Not enough data | 
| **Customer and Contacts Database** | 8.5 (78 reviews) | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Inbox Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | 8.0 (55 reviews) | Not enough data | 
| **AI Text Summarization** | 7.9 (54 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (41 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (40 reviews) | Not enough data | 
| **Proactive Assistance** | 8.3 (40 reviews) | Not enough data | 

#### Communication Channels

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Customer Portal** | 8.9 (81 reviews) | Not enough data | 
| **Email to Case** | 8.9 (80 reviews) | Not enough data | 
| **Chat/Live Support** | 8.3 (75 reviews) | Not enough data | 
| **Social Integration** | 8.1 (71 reviews) | Not enough data | 
| **Voice** | 7.9 (68 reviews) | Not enough data | 
| **Video Chat** | Not enough data | Not enough data | 

#### Platform

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile User Support** | 8.1 (85 reviews) | Not enough data | 
| **Customization ** | 8.4 (87 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.9 (91 reviews) | Not enough data | 
| **Third-Party Integrations** | 8.8 (86 reviews) | Not enough data | 
| **Reporting** | 8.7 (86 reviews) | Not enough data | 
| **Activity Dashboard** | 8.7 (83 reviews) | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Automated Routing** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Gamification** | Not enough data | Not enough data | 
| **Conversation Intelligence** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Key Performance Indicators** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Voice Recognition** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Task Automation** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Language Detection** | Not enough data | Not enough data | 
| **Multiple Data Sources** | Not enough data | Not enough data | 
| **Predictive Analytics** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Data Security** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Secure Data Storage** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Mobile App** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.7/10 | 206 |
| **ServiceNow IT Service Management** | 8.7/10 | 747 |

#### Administration

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Change Management** | 8.9 (166 reviews) ✓ Verified | 9.2 (351 reviews) ✓ Verified | 
| **Asset Management** | 8.5 (161 reviews) ✓ Verified | 8.8 (265 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.9 (173 reviews) ✓ Verified | 8.9 (334 reviews) ✓ Verified | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Knowledge Management** | Not enough data | Not enough data | 
| **Project Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Service Request Management** | Not enough data | 10.0 (13 reviews) | 
| **Release Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | 8.0 (5 reviews) | 
| **Ticket Management** | Not enough data | 9.3 (23 reviews) | 
| **Workflow Management** | Not enough data | 8.3 (12 reviews) | 
| **Problem Management** | Not enough data | 10.0 (10 reviews) | 
| **Incident Management** | Not enough data | 9.8 (22 reviews) | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Capacity Management** | Not enough data | Not enough data | 
| **Availability Management** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 

#### Service Desk

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Help Desk** | 8.9 (179 reviews) ✓ Verified | 9.4 (415 reviews) ✓ Verified | 
| **Incident Reports** | 8.8 (179 reviews) ✓ Verified | 9.3 (333 reviews) ✓ Verified | 
| **Process Workflow** | 8.9 (181 reviews) ✓ Verified | 9.1 (383 reviews) ✓ Verified | 
| **Customizable Reports** | Not enough data | Not enough data | 

#### Management

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Reporting** | 9.0 (154 reviews) ✓ Verified | 8.9 (331 reviews) ✓ Verified | 
| **Administration Console** | 8.9 (147 reviews) ✓ Verified | 8.6 (248 reviews) ✓ Verified | 
| **Access Management** | 8.7 (149 reviews) ✓ Verified | 8.8 (244 reviews) ✓ Verified | 
| **Asset Management** | 8.6 (145 reviews) ✓ Verified | 8.9 (245 reviews) ✓ Verified | 
| **Policy Dictation** | 8.6 (139 reviews) ✓ Verified | 8.4 (224 reviews) | 
| **Real-Time Reporting** | Not enough data | Not enough data | 

#### Functionality

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Ticketing System** | 9.2 (162 reviews) ✓ Verified | 9.5 (435 reviews) ✓ Verified | 
| **Performance Logging** | 8.8 (151 reviews) | 8.7 (229 reviews) | 
| **Alerting** | 8.7 (155 reviews) ✓ Verified | 8.7 (236 reviews) ✓ Verified | 
| **Automation** | 8.9 (155 reviews) ✓ Verified | 9.1 (362 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (80 reviews) | 7.6 (56 reviews) | 
| **Multi-step Planning** | 8.5 (80 reviews) | 7.6 (48 reviews) | 
| **Cross-system Integration** | 8.4 (82 reviews) | 8.7 (144 reviews) | 
| **Adaptive Learning** | 8.3 (79 reviews) | 7.5 (47 reviews) | 
| **Natural Language Interaction** | 8.3 (80 reviews) | 7.5 (51 reviews) | 
| **Proactive Assistance** | 8.1 (80 reviews) | 7.3 (51 reviews) | 
| **Decision Making** | 8.3 (81 reviews) | 7.7 (52 reviews) | 
| **Third-Party Integrations** | Not enough data | 7.3 (5 reviews) | 
| **Resource Allocation & Planning** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Prioritization** | Not enough data | Not enough data | 
| **Service History** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Service Catalog** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | 10.0 (5 reviews) | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Automated Routing** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Search** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Dashboard Creation** | Not enough data | Not enough data | 
| **Remote Access & Monitoring** | Not enough data | Not enough data | 
| **Asset Tracking** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Approval Process Control** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.7/10 | 166 |
| **ServiceNow IT Service Management** | 8.3/10 | 319 |

#### Monitoring

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Constant Monitoring** | 8.9 (145 reviews) ✓ Verified | 8.9 (226 reviews) ✓ Verified | 
| **Timely Alerts** | 9.0 (150 reviews) ✓ Verified | 9.1 (244 reviews) ✓ Verified | 
| **TIcket Accuracy** | 9.1 (147 reviews) ✓ Verified | 9.1 (249 reviews) ✓ Verified | 
| **AI Monitoring** | 8.5 (70 reviews) | 7.7 (33 reviews) | 
| **Mobile Alerts** | Not enough data | Not enough data | 
| **Email Alerts** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 

#### Management Tools

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket Assignment** | 9.1 (150 reviews) ✓ Verified | 9.2 (253 reviews) ✓ Verified | 
| **Standardization** | 9.0 (148 reviews) ✓ Verified | 9.1 (253 reviews) | 
| **Lifecycle Visualization** | 9.0 (135 reviews) ✓ Verified | 8.7 (237 reviews) ✓ Verified | 

#### Generative AI

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | 8.0 (76 reviews) | 8.3 (108 reviews) | 
| **AI Text Summarization** | 8.3 (74 reviews) | 8.3 (126 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - Incident Management

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (60 reviews) | 7.3 (27 reviews) | 
| **Multi-step Planning** | 8.4 (60 reviews) | 7.4 (28 reviews) | 
| **Cross-system Integration** | 8.5 (59 reviews) | 8.0 (34 reviews) | 
| **Adaptive Learning** | 8.6 (60 reviews) | 7.6 (28 reviews) | 
| **Natural Language Interaction** | 8.6 (60 reviews) | 7.8 (27 reviews) | 
| **Proactive Assistance** | 8.6 (60 reviews) | 7.9 (30 reviews) | 
| **Decision Making** | 8.5 (60 reviews) | 7.9 (30 reviews) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Forms Management** | Not enough data | Not enough data | 
| **Safety Incident Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **OSHA Compliance** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Disaster Recovery** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Corrective and Preventive Actions (CAPA)** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 
| **Communications Management** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **IT Incident Management** | Not enough data | Not enough data | 
| **Audit Management** | Not enough data | Not enough data | 
| **Event Logs** | Not enough data | Not enough data | 
| **Risk Analysis** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Risk Assessment** | Not enough data | Not enough data | 
| **Incident Reporting** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Reminders** | Not enough data | Not enough data | 
| **On Call Scheduling** | Not enough data | Not enough data | 
| **Investigation Management** | Not enough data | Not enough data | 
| **Maintenance Scheduling** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.6/10 | 26 |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Generative AI

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | 8.3 (25 reviews) | Not enough data | 

#### Agentic AI - IT Alerting

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 8.4 (24 reviews) | Not enough data | 
| **Multi-step Planning** | 8.7 (25 reviews) | Not enough data | 
| **Cross-system Integration** | 9.0 (24 reviews) | Not enough data | 
| **Adaptive Learning** | 8.5 (24 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (24 reviews) | Not enough data | 
| **Proactive Assistance** | 8.7 (24 reviews) | Not enough data | 
| **Decision Making** | 8.7 (24 reviews) | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.5/10 | 369 |
| **ServiceNow IT Service Management** | 8.5/10 | 418 |

#### Incident Management

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Automate Ticket Routing** | 8.7 (312 reviews) | 9.1 (333 reviews) | 
| **Ticket Prioritization** | 8.8 (315 reviews) | 9.0 (328 reviews) | 
| **Ticket Notifications** | 8.8 (330 reviews) | 9.1 (336 reviews) | 
| **Knowledge Base** | 8.5 (281 reviews) | 8.8 (322 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.5 (275 reviews) | 8.8 (307 reviews) | 
| **Real-Time Notifications** | Not enough data | Not enough data | 

#### Reporting

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Dashboards** | 8.5 (316 reviews) | 8.8 (329 reviews) | 
| **Time Tracking** | 8.4 (302 reviews) | 8.8 (292 reviews) | 
| **Surveys** | 8.2 (231 reviews) | 8.5 (179 reviews) | 
| **Activity Tracking** | Not enough data | Not enough data | 

#### Access & Usability

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile** | 8.1 (226 reviews) | 8.0 (240 reviews) | 
| **Self Service** | 8.6 (284 reviews) | 8.8 (306 reviews) | 
| **Active Directory** | 8.5 (236 reviews) | 8.5 (263 reviews) | 
| **Multi-Channel Access** | 8.4 (232 reviews) | 8.8 (167 reviews) | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Agentic AI - Service Desk

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (75 reviews) | 8.2 (24 reviews) | 
| **Multi-step Planning** | 8.2 (73 reviews) | 8.2 (22 reviews) | 
| **Cross-system Integration** | 8.4 (79 reviews) | 8.7 (33 reviews) | 
| **Adaptive Learning** | 8.5 (73 reviews) | 8.0 (20 reviews) | 
| **Natural Language Interaction** | 8.3 (72 reviews) | 8.4 (18 reviews) | 
| **Proactive Assistance** | 8.5 (74 reviews) | 7.8 (20 reviews) | 
| **Decision Making** | 8.6 (73 reviews) | 7.9 (20 reviews) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Project Management** | Not enough data | Not enough data | 
| **Procurement Management** | Not enough data | Not enough data | 
| **CMDB** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **IT Risk Management** | Not enough data | Not enough data | 
| **Service Catalog** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Change Management** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Benchmarking** | Not enough data | Not enough data | 
| **Localization Automation** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Customer Support** | Not enough data | Not enough data | 
| **Scheduled/Automated Reports** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Release & Deployment** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Remote Access/Control** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Asset Lifecycle Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (3):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Incident Management Software](https://www.g2.com/categories/incident-management), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to Jira Service Management (2):** [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to ServiceNow IT Service Management (1):** [Configuration Management Tools](https://www.g2.com/categories/configuration-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Jira Service Management | ServiceNow IT Service Management | 
|---|---|---|
| **Small-Business** | 19.0% | 5.9% | 
| **Mid-Market** | 43.2% | 21.3% | 
| **Enterprise** | 37.8% | 72.8% | 

### By Industry

#### Jira Service Management

- **Information Technology and Services:** 30.7%
- **Computer Software:** 16.2%
- **Financial Services:** 5.0%
- **Internet:** 4.4%
- **Telecommunications:** 3.1%
- **Marketing and Advertising:** 2.9%
- **Banking:** 1.8%
- **Retail:** 1.8%
- **Computer & Network Security:** 1.7%
- **Hospital & Health Care:** 1.7%
- **Other:** 30.6%

#### ServiceNow IT Service Management

- **Information Technology and Services:** 24.0%
- **Hospital & Health Care:** 7.3%
- **Computer Software:** 6.8%
- **Financial Services:** 6.1%
- **Computer & Network Security:** 3.5%
- **Insurance:** 3.4%
- **Higher Education:** 3.2%
- **Banking:** 2.8%
- **Manufacturing:** 2.4%
- **Consulting:** 2.4%
- **Other:** 38.1%

---
## Alternatives

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1358 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (251 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (787 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews)
- [Remote Monitoring and Management](https://www.g2.com/products/remote-monitoring-and-management/reviews) — 4.6/5 stars (1273 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (972 reviews)
- [Ivanti ITSM](https://www.g2.com/products/ivanti-ivanti-itsm/reviews) — 4.0/5 stars (324 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (299 reviews)

### Alternatives to ServiceNow IT Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1358 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (787 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (251 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (5038 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews)
- [Ivanti ITSM](https://www.g2.com/products/ivanti-ivanti-itsm/reviews) — 4.0/5 stars (324 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (299 reviews)
- [IFS assyst](https://www.g2.com/products/ifs-assyst/reviews) — 3.5/5 stars (14 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.3/5 stars (636 reviews)
- [OpenText Service Management Automation X (SMAX)](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews) — 4.2/5 stars (72 reviews)

---
## Top Discussions

### Jira Service Management

- Title: [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) — 2 comments, 1 upvote
  > **Top comment:** "the tool is basically used for ticketing the IR or the Incident management process"
- Title: [Is Jira a service management tool?](https://www.g2.com/discussions/is-jira-a-service-management-tool) — 2 comments
  > **Top comment:** "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..."
- Title: [What does Jira Service Desk do?](https://www.g2.com/discussions/what-does-jira-service-desk-do) — 1 comment
  > **Top comment:** "Connect with various spocs to solve a problem "
- Title: [What are the features of JIRA?](https://www.g2.com/discussions/jira-service-management-what-are-the-features-of-jira) — 1 comment
  > **Top comment:** "Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident,..."
- Title: [Is it possible to download all the attachments in the ticket when we extract any particular ticket?](https://www.g2.com/discussions/is-it-possible-to-download-all-the-attachments-in-the-ticket-when-we-extract-any-particular-ticket) — 1 comment, 1 upvote
  > **Top comment:** "Good day everyone on this platform I wanna use this medium to express how you can recover your lost fund from forex, binary options scam companies or fake..."

### ServiceNow IT Service Management

- Title: [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) — 2 comments
  > **Top comment:** "ServiceNow IT Service Management (ITSM) is a cloud-based platform designed to streamline and automate IT service delivery and support within organizations...."
- Title: [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) — 2 comments
  > **Top comment:** "Industries used in 
Healthcare
Financial services
Government
Manufacturing
Telecommunications
Education

Platform can also be used for..."
- Title: [What is the ServiceNow now platform?](https://www.g2.com/discussions/what-is-the-servicenow-now-platform) — 2 comments
  > **Top comment:** "Service now platform is a crm tool and rh tickets tool used for multiple tasks, use to create incidents of the issue relate to any software or tool employees..."
- Title: [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) — 1 comment
  > **Top comment:** "Following are some of the advantages of using ServiceNow ITIL:

It allows us to develop an evident capability model that coordinates with enterprise..."
- Title: [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) — 1 comment
  > **Top comment:** "full life cycle for any ITIL process which is clearly defined in service now."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/jira-service-management-vs-servicenow-it-service-management)