Part 2: Head-to-Head: Jira and ServiceNow - exploring the frontiers of ITSM excellence

Hello Community! 

Take a look at the second part of our article comparing Jira and ServiceNow. You can find the first part here.

 

ITSM Metric and Reporting features

ServiceNow 

It offers performance analytics at an additional cost, allowing users to view data snapshots across different periods, and includes AI-driven reports.

The tool also provides the capability to set up automatic escalation features for specific metrics or SLAs when they exceed predefined thresholds.

Jira Service Management 

The software provides pre-built reports and filters to generate performance data, along with user-friendly data filtering and report visualization features. 

The graphical representations and two-dimensional tables comprehensively present the data. Users can customize notifications using color coding based on specific behaviors to meet SLAs and other requirements. 

Additionally, JSM can be enhanced with various apps to gain deeper insights or create more shareable and accessible reports.

 pa-kpisdashboards-1.png

An example of metric and report options in ServiceNow. Source: ServiceNow

 share-lessons-learned.png

An example of metric and report features in Jira Service Management. Source: Atlassian

ITSM Deployment (Implementation) Approach

ServiceNow

In contrast to other ITSM solutions, the tool primarily operates as a cloud-based platform company and has undergone significant advancements. However, it does offer a self-hosted option, although it is less common and mostly utilized in government or healthcare sectors. 

The Enterprise Cloud option provides ServiceNow with a diverse business model. They have dedicated Fed Ramp servers for government classifications, but the duration of deployments can vary. 

If you choose ServiceNow and work with a third-party implementer, it is essential to consider the additional cost of conducting user training.

Jira Service Management 

It currently offers two tiers of Cloud hosting: Standard and Premium. The Premium tier provides additional features such as IP Allow listing, unlimited storage automation, advanced automation triggers, and an increased volume of triggers in automation. Jira Service Management also offers a Data Center option for self-hosting.

Regarding deployment, you can set up a service desk within a few days for basic functionality. However, the typical deployment timeframe for a comprehensive ITSM solution ranges from 1 to 3 months.

While Atlassian provides extensive public documentation, navigating it can be time-consuming and resource-intensive. It is advisable to seek hands-on support from an Atlassian Platinum Partner who possesses in-depth knowledge of the Atlassian ecosystem, technical expertise, and business acumen to guide you toward optimal options.

Safety and Security in ITSM

ServiceNow possibilities seem almost endless when it comes to security. You can establish access control lists based on groups and roles, utilize encrypted fields, and implement edge encryption visible only through a specific proxy server. Single Sign-On (SSO) with two-factor authentication is also available.

In Jira Service Management, you can set access control lists based on groups or roles. You can also finely control visibility based on event type, issue type, custom fields, workflows, or product features. SSO and two-factor authentication options are provided for different users.

 

sir-majorsecurityincidentmgmt-3.png

ServiceNow. Security alert. Source: ServiceNow


Screen shot - Investgate (1).png

Jira Service Management with Atlassian Beacon (intelligent threat detection). Source: Atlassian

ITSM Integration Capabilities

ServiceNow integrations

The solution offers extensive integrations with SOAP, REST, LDAP, and GraphQL. Its integration hub enables developers to expand workflows and connect with other applications, platforms, and data sources. 

Users can utilize no-code or low-code solutions, and the mid-server application facilitates network connectivity with the ServiceNow cloud platform without needing to open a firewall or use similar applications. Exporting data to Excel, CSV, JSON, XML, or writing custom scripts through the API is also possible.

Jira Service Management and 1000 apps

In JSM, you benefit from pre-built integrations with all core Atlassian products. Additionally, the Atlassian marketplace offers 800-1000 Jira Service Management apps, including:

  • workflow extensions 
  • robust filters
  • industry-specific apps. 

Integration options extend to platforms such as Salesforce, Google Drive, and even connectivity with ServiceNow.

Scalability range within ITSM

ServiceNow scalability

ServiceNow assumes scalability is crucial and highlights the return on investment (ROI) factor. For example, ServiceNow emphasizes the cost and demonstrates the potential earnings through ROI when providing a quote. This approach forms an integral part of their sales pitch.

The company offers industry-specific solutions for verticals like telecommunications or financial services, which are separately priced. ServiceNow sets a minimum threshold of 500 employees, assuming rapid growth. They also provide functional modules for scaling IT operations, including HR service delivery, governance risk compliance, customer service management, and more. For additional details, connecting with an implementer is recommended.

Scalable Jira Service Management

JSM is designed to be lightweight and configurable, catering to various use cases across IT, development, enterprise service management, and business teams. It supports scaling operations through a "land and expand" approach. Consolidating information on a single platform enhances collaboration teams' visibility. Whether deployed for a small team that will grow from five agents to 50 or a larger team of 250 agents, Jira Service Management is flexible and adaptable enough to accommodate scaling needs.

ITSM automation and workflow approach

ServiceNow offers no-code and pro-code options, providing users extensive drag-and-drop graphical workflow editor capabilities. Workflow and automation are fundamental aspects of ServiceNow, and the platform delivers all the expected features one would anticipate from such a tool.

Jira Service Management. Workflows are a central element of Jira, featuring a user-friendly drag-and-drop graphical interface for creating workflows and transitions. Users can establish conditional if-then logic for workflows and define transition approval levels.

 

work-flow.jpg.imgo.pngServiceNow workflow example. Source: ServiceNow

JSW_Cloud_Next-gen_Workflow_Default+bug+report+workflow.pngJira Service Management workflow example. Source: Atlassian

Administration specifics

You can assign dedicated administration or admin roles specific to each module in ServiceNow. Additionally, a wide range of partners who can serve as administrators are available, similar to what is offered on the Atlassian side. However, it's important to note that extensive training is integral to ServiceNow's deployment model. It's crucial to consider the cost implications of customization that involve coding, as hiring a full-time ServiceNow developer can be pretty expensive.

With Jira Service Management, users can set up global and project administration, allowing them to focus on environmental or architectural aspects as needed. If you are using Atlassian Cloud, which offers a host of configuration capabilities, there are certain limitations compared to the Server or Data Center options. 

For example, you may need access to deep audit logs or be able to work with custom scripting. However, administration becomes easier if you are hosted on Atlassian's version in the Cloud.

 G#1 (2).png

Conclusions

The choice between ServiceNow and Jira Service Management depends on several factors, including the specific needs and requirements of the organization, the scale of operations, and the desired functionality and features. Here are some key considerations:

  • scope and complexity
  • scalability
  • integration capabilities
  • costs and pricing models.

Organizations should thoroughly assess their unique requirements when deciding between ServiceNow and Jira Service Management. They should carefully evaluate each platform's features and capabilities, considering scalability, integration needs, and budgetary considerations. 

By considering these aspects, organizations can make an informed choice that aligns with their needs and goals.

While ServiceNow is built mainly for big companies, Jira Service Management is a reliable and versatile tool for large as well as smaller organizations. It offers scalability to accommodate as many users and features as needed.

Ask the Deviniti team! Our experts can provide professional guidance and customize the solution to your business needs with comprehensive ITIL coverage.

3 comments

Dirk Ronsmans
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
June 26, 2023

Hey @Oliwia Poświat _Deviniti_ ,

Great explanation and comparison. Always handy to have this summarized.

I do have some questions about the section regarding "ITSM automation and workflow approach". 

I feel like the approach in ServiceNow and Jira regarding workflows are fundamentally different. Witin Jira a workflow gets connected to a issue type and when considering service requests, each request type linked to a certain issue type will follow the same/very similar flow.

Within ServiceNow however the workflow (as you show in your image) is linked to the request type counterpart and thus allow for granular conditions/automations/flow for a certain request type and not for the entire "issue type"/proces 

For me this is one of the biggest things missing from Jira as there is no real comparable functionality which will allow you to create a (work)flow for a request type only for an issue type. Only way around this for me would be to create a one on one link between request type and issue type in Jira and have a bespoke workflow each time (which kind of negates the distinction of requets and issue type)

 

Any thoughts on that?

Wojciech Andryszek_Deviniti June 27, 2023

Hey @Dirk Ronsmans,

Thank you for your kind words and for sharing your thoughts. You have a good understanding of the differences between ServiceNow and Jira when it comes to workflows.

As you mentioned, in Jira, to create separate workflows for each request type, you need to create additional issue types and map them accordingly. This is because the entire configuration in Jira is based on issue types.
It's important to consider these differences when evaluating the capabilities of Jira and ServiceNow for ITSM automation and workflow management.

However, it is worth noting that having a separate workflow per request type is possible in both tools.

Andrew van Ingen {ServiceRocket}
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
November 14, 2023

@Wojciech Andryszek_Deviniti how can you do what @Dirk Ronsmans describes? Can you be a bit more specific? Is there documentation you can refer to?

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