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Jira Service Management vs. ServiceNow: Feature Comparison 🔍


The success of every company depends on customer satisfaction. To ensure this, the right IT Service Management (ITSM) tool is essential. The market leaders in ITSM solutions are Jira Service Management and ServiceNow. According to the latest Apps Run The World report, they together make up 58% of the ITSM market.

Both Jira Service Management and ServiceNow offer a variety of features, including incident, request, problem, change, SLA, and configuration management.

In this article, we compare the key aspects of both tools to help you make an informed decision when choosing the best ITSM software for your organization.


What is Jira Service Management?

Dashboard reports
Customer portal

Jira Service Management (JSM) is a service management solution for any high-velocity team looking to streamline their processes to resolve issues faster. JSM is built on the established Jira platform and integrates seamlessly with Jira Software. Although now known as a flexible ITSM solution, JSM can also be applied beyond IT teams in Enterprise Service Management (ESM).

Through its ITIL-compliant focus and integration of fundamental IT service management best practices, Jira Service Management enables organizations to improve the efficiency and quality of their IT services. JSM’s service management functionalities, including self-service portals, service-level agreements (SLAs) and queues, support the seamless implementation of the ITIL framework.



What is ServiceNow?

ServiceNow also provides a powerful solution for IT departments looking to accurately handle requests, issues, and changes. With Operations Management (ITOM), ITSM and IT Business Management (ITBM), ServiceNow helps organizations efficiently manage their teams, projects, and customer interactions. Although ServiceNow’s cloud-native SaaS platform is known for its comprehensive ITSM/ITIL capabilities, it can also be applied to ESM solutions.

From workflow automation to incident and problem management to configuration and knowledge management, ServiceNow covers a wide range of business needs.



Jira Service Management vs. ServiceNow: Feature Comparison 🔧

Both service management solutions are suitable for similar requirements. But it’s worth taking a closer look to find out which tool can best optimize your processes.


 Features  Jira Service Management  ServiceNow


Simple configuration without required support

Configuration is complex and hard to do without developer help

Implementation time

Average 1.57 months

Average 5.19 months


Transparent and easy to understand pricing, cheaper than ServiceNow

  • 20 dollars per month per agent

Confusing pricing with different packages, more expensive than Jira Service Management

  • 100 dollars per month and user


On-premise and cloud


User interface

Interactive, users find their way around easily

Users have a sharper learning curve


Great scalability due to continuous development as well as more than 600 available Atlassian Marketplace Apps

Lack of scalability due to inflexible architecture

Encourage collaboration

Seamless collaboration between development and IT through strong integrations of Jira Software and Jira Service Management

Lack of visibility and integration capabilities as service desk operations and DevOps teams are separate entities

API for applications

Well-documented APIs for creating plug-ins

Well-documented APIs for creating plug-ins


Regular updates

Two releases a year and patches in March and September

Knowledge base

Available with Confluence


Coding development

No visual environment for users, code must be developed in IDE

Visual environment in low code

Incident/problem management

Customize incidents, resolve problems faster

Powerful incident and problem management modules

Configuration management

Flexible data structure for registration of important services

Logically structured asset and service representations through CMDB

Reporting functions

Predefined solutions for generating reports and integrating powerful reporting tools

Reporting function with limitations, performance analytics are chargeable

Mobile deployment



DevOps integration

Available with marketplace apps

Integration possible with additional effort

ITIL compliant



SLA management









For a detailed analysis and listing of all features, as well as customer reviews, see the Gartner comparison: Jira Service Management vs. ServiceNow.


Choosing between Jira Service Management and ServiceNow 🔄

Although ServiceNow has strong features as a ticketing tool and 24/7 support is available, the user interface can occasionally be perceived as rigid and cause delays. For organizations with a high volume of ticket requests, the need for specific tags to identify tickets and their occasional failure to update could make them difficult to keep track of.

Jira Service Management is comparatively more user-friendly and integrates ideally with other Atlassian products, enabling seamless collaboration and breaking down silos in organizations. In contrast to other ITSM platforms, JSM users save 80% on costs and benefit from a transparent pricing model with no hidden fees or expiring discounts. The uncomplicated adaptation to (growing) business requirements is also one of the advantages of Jira Service Management.

JSM Dashboard: overview of all projects, also for Jira Software, Jira Work Management and more

When to use ServiceNow 📊

ServiceNow may be suitable for you if you focus mainly on complex ITIL processes and use many features of the software – otherwise, the performance is inadequate in terms of high costs as well as configuration efforts.


When to use Jira Service Management 🚀💡

Choose Jira Service Management if you are looking for a flexible solution that leads the way in collaboration, workflow automations as well as integrations, according to surveys. JSM is beneficial for all types of businesses, especially if you already use other Atlassian products like Confluence and desire seamless collaboration within your organization.






Prabhu Palanisamy _Onward_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
August 4, 2023

Good summary. In our detailed analysis Atlassian Marketplace really stood out. Enterprise deployments will invariably require customization and Atlassian Marketplace offer a quick way to review & deploy apps. ServiceNow Store as the name suggests is more of window store with no real transactions and no transparency in pricing.

Andrey Kiyanovsky August 4, 2023

Thank you for the article. But how it looks - it's a shame. Why do you use this useless narrow mode?


Andreas Springer _Actonic_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
August 8, 2023

Thank you so much, @Andrey Kiyanovsky !table new jsm.png
I didn't recognize that. Did some adjustments. Does it look like this for you now as well?

Like # people like this
Andrey Kiyanovsky August 8, 2023

Thanks @Andreas Springer _Actonic_  Now it's much better!


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