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ServiceNow VS Jira

Compare ServiceNow VS Jira and see what are their differences

EcholoN
Holistic service management: service, support + customer care. From Ticketing to Helpdesk, Service Desk, ITSM to Enterprise Service Management, Service Technician and Field Service Management (FSM)... featured
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Contents:
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  3. » Reviews
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ServiceNow logo ServiceNow

ServiceNow automates and manages global enterprise service relationships. Create a single system of record for enterprise services, automate manual tasks, consolidate legacy ITIL systems.

Jira logo Jira

The #1 software development tool used by agile teams. Jira Software is built for every member of your software team to plan, track, and release great software.
  • ServiceNow Landing page
    Landing page //
    2022-07-12
  • Jira Landing page
    Landing page //
    2023-10-09

ServiceNow features and specs

  • Comprehensive IT Service Management
    ServiceNow provides a wide range of ITSM functionalities like incident management, problem management, change management, and asset management, making it a robust tool for IT operations.
  • Customizable
    The platform is highly customizable, allowing organizations to tailor workflows, reports, and dashboards to meet specific business needs.
  • Integration Capabilities
    ServiceNow integrates easily with other enterprise systems like ERP, CRM, and monitoring tools, facilitating cross-departmental collaboration and data sharing.
  • Scalability
    The platform is scalable and can grow with your organization, making it suitable for both small businesses and large enterprises.
  • Automation
    ServiceNow offers powerful automation features that can streamline routine tasks and processes, reducing manual effort and errors.
  • Cloud-Based
    As a SaaS platform, ServiceNow delivers regular updates and patches, ensures uptime, and offers high availability, eliminating the need for on-premises infrastructure.

Possible disadvantages of ServiceNow

  • Cost
    ServiceNow can be expensive, particularly for small to mid-sized businesses, given its licensing and implementation costs.
  • Complexity
    The platform can be complex to implement and configure, requiring specialized skills and potentially leading to a steep learning curve for new users.
  • Performance
    There can be performance issues during peak times if the system is not properly tuned, which can affect usability.
  • Customization Challenges
    While highly customizable, extensive changes can lead to difficulties with future updates and maintenance, as customizations may need to be re-applied or re-configured.
  • Vendor Lock-In
    Being deeply tied into ServiceNow's ecosystem can make it difficult to switch vendors or platforms without substantial cost and effort.
  • User Interface
    While powerful, the user interface can sometimes be seen as less intuitive compared to more modern, lightweight solutions.

Jira features and specs

  • Robust Feature Set
    Jira offers a comprehensive suite of tools for project management, including issue tracking, agile reporting, and workflow automation, which can handle both small and large projects effectively.
  • Customizability
    Organizations can customize Jira extensively, tailoring workflows, fields, and issues to meet their specific requirements, which enhances productivity and alignment with business processes.
  • Integration Capabilities
    Jira integrates seamlessly with other Atlassian products like Confluence, Bitbucket, and more, as well as third-party tools such as GitHub and Slack, ensuring a connected and efficient workflow.
  • Agile Methodologies Support
    With built-in support for Scrum, Kanban, and other agile frameworks, Jira helps teams to manage their agile processes efficiently, offering features like sprint planning, backlog grooming, and burndown charts.
  • Strong Community and Support
    Jira has a large, active user community and extensive documentation, along with professional support options, which can be invaluable in troubleshooting and optimizing its use.
  • Comprehensive Task Management
    Jira Core provides a robust set of features for managing tasks and projects, including customizable workflows, forms, and dashboards, which are beneficial for tracking progress and enhancing productivity.
  • Integration with Other Atlassian Products
    It integrates seamlessly with other Atlassian tools like Confluence, Bitbucket, and Trello, enabling streamlined collaboration and improved visibility across teams.
  • Customizable and Flexible
    Jira Core allows a high degree of customization for workflows, task types, and notifications, making it adaptable to various business processes and team needs.
  • Scalability
    It supports scalability, which makes it suitable for both small-scale teams and large enterprises, evolving as the organization grows.
  • Strong Reporting Capabilities
    The software offers comprehensive reporting tools to gain insights into project progress and team performance, helping in making informed decisions.

Possible disadvantages of Jira

  • Complexity
    Due to its extensive feature set and customizability, Jira can be overly complex for new users or small teams, requiring a steep learning curve and potentially making simple tasks time-consuming.
  • Cost
    While Jira provides robust features, it comes at a cost. Subscription fees can be high, especially for larger teams or organizations requiring advanced capabilities.
  • Performance Issues
    On occasion, users might experience performance issues, particularly with large datasets, causing slowness and reduced efficiency in managing tasks.
  • Overhead
    Maintaining and configuring Jira can require significant administrative overhead, needing dedicated resources to manage its setup, customization, and updates.
  • User Interface Complexity
    While powerful, Jira's user interface can be overwhelming and cluttered, which may hinder usability and speed for those not already familiar with the platform.
  • Complexity for New Users
    Jira Core's wide range of features and customization options can be overwhelming for new users, leading to a steep learning curve.
  • High Configuration Overheads
    Setting up and configuring the software to fit specific project needs can be time-consuming, especially for teams without dedicated administrative resources.
  • Cost Considerations
    For smaller teams or organizations with limited budgets, the costs associated with Jira Core licenses and potential add-ons might be a constraint.
  • Limited by Internet Connectivity
    As a primarily cloud-based solution, its functionality can suffer in environments with poor or inconsistent internet connectivity.

ServiceNow videos

+ Add

User Experience | What is ServiceNow and How Can It Help Me Do My Job?

More videos:

  • Review - ServiceNow Product Review
  • Tutorial - ServiceNow Application Review - How to Disable All Mandatory Form Fields Simultaneously in Madrid

Jira videos

+ Add

Jira Core Walkthrough and Review

More videos:

  • Review - JIRA Core: Business Team Use Cases
  • Review - (2018) The NEW Jira Begins Now - Modern Software Development
  • Demo - JIRA in a Nutshell demo video
  • Review - (Re)Discover JIRA Core: Tricks That Make a BIG Difference - Atlassian Summit 2016

Category Popularity

0-100% (relative to ServiceNow and Jira)

ServiceNow

Jira

Help Desk
100 100%
Help Desk
0% 0
Project Management
5 5%
Project Management
95% 95
Service Desk
100 100%
Service Desk
0% 0
Task Management
0 0%
Task Management
100% 100

User comments

Share your experience with using ServiceNow and Jira. For example, how are they different and which one is better?
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Reviews

These are some of the external sources and on-site user reviews we've used to compare ServiceNow and Jira

ServiceNow Reviews

TOP RPA tools you should never miss | Octoparse RPA
ServiceNow RPA allows customers to build and run unattended automation natively within the ServiceNow platform. Its out-of-the-box connectors to over 50 apps that are commonly used alongside ServiceNow, such as Salesforce, Office 365, ZenDesk, and more. This enables easy automation of workflows across systems. It also has a visual interface for creating automation without...
Source: www.octoparse.ai
13 tools to use for DevSecOps automation
💰 ServiceNow is a cloud computing platform to help companies manage digital workflows for their operations. The ServiceNow node allows you to manage, among others, incidents, business services, and user roles.
Source: n8n.io
The Best Asset Management Software of 2017
Bottom Line: ServiceNow asset management is usable from a features perspective, but is burdened by a complex user interface that's mostly the result of it being part of a much larger business application framework.
Source: au.pcmag.com

Jira Reviews

  1. Luminous Valentine
    my experience

    Jira may be extremely sluggish and require a large amount of memory on the client side.

    👍 Pros:    Affordable price|Affordable
    👎 Cons:    Super simple|Scalable
10 Best Canny Alternatives and Competitors in 2025
Jira is an issue-tracking tool that flags and tracks bugs, creates product roadmaps, and collects user insights. Beloved by SaaS companies and startups, it’s a great tool for gathering and analyzing what your customers say about your products. Plus, it highlights areas for improvement to target pressing issues instantly. ✍️
Source: clickup.com
25 Best Asana Alternatives & Competitors for Project Management in 2024
Jira is a bug-tracking and project software. Compared to Asana, it’s geared towards agile teams and technical power users. With advanced reporting options, including user workload, average issue age, and recently created issues, project managers can make informed decisions to plan smarter sprints.
Source: clickup.com
The 10 best Asana alternatives in 2024
Unlike Asana, Jira was built specifically for teams that use Scrum and Agile workflows. When you sign up, you'll answer a few questions about your preferred methodologies, project types, and deadlines. Then, Jira will suggest a project template and methodology to fit your team's needs.
Source: zapier.com
16 Best Asana Alternatives of 2024 (Free + Paid)
Jira is a software product of Atlassian and is often used for tracking issues in software development. But Jira has grown to be used outside of the IT segment for tracking a range of issues, tasks and work items. What it might lack in features is made up on the Atlassian Marketplace where many plugins can be purchased to extend the tool’s features.
Source: www.projectmanager.com
The Ultimate List of 20 Best AI Work Management Tools
Atlassian Intelligence (preregistration): Jira leverages artificial intelligence to automate various tasks, including summarizing meeting minutes, answering questions, converting natural language queries into JQL or SQL, and offering instant assistance through virtual agents in Slack and Microsoft Teams, accelerating work and enhancing user experience.
Source: ppm.express

Social recommendations and mentions

Based on our record, ServiceNow seems to be more popular. It has been mentiond 2 times since March 2021. We are tracking product recommendations and mentions on various public social media platforms and blogs. They can help you identify which product is more popular and what people think of it.

ServiceNow mentions (2)

  • Case creation via email
    The instance email address is tied to the instance name. Rename the instance and the email address also changes. You cannot change the email address otherwise. However, as mentioned, you can have a custom email address [something@yourdomain.com](mailto:something@yourdomain.com) forward to the instance email address. From a user perspective, they wouldn't be using a servicenow.com email address and you have to... Source: about 2 years ago
  • Is there a payment service that can be used in the Caribbean?
    Wrong sub, friend. This is for the product servicenow. Source: over 3 years ago

Jira mentions (0)

We have not tracked any mentions of Jira yet. Tracking of Jira recommendations started around Mar 2021.

What are some alternatives?

When comparing ServiceNow and Jira, you can also consider the following products

Zendesk - Zendesk is a beautiful, lightweight help-desk solution.

Asana - Asana project management is an effort to re-imagine how we work together, through modern productivity software. Fast and versatile, Asana helps individuals and groups get more done.

Freshservice - Freshservice: the one-stop cloud solution for all your IT management needs.

Trello - Infinitely flexible. Incredibly easy to use. Great mobile apps. It's free. Trello keeps track of everything, from the big picture to the minute details.

Jira Service Desk - IT service desk and customer service software by Jira Service Desk. Powerful ticketing system used by 25,000+ organizations. Try it free today.

Basecamp - A simple and elegant project management system.

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