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Jira Service Management vs. ServiceNow: Flexibility vs. Complexity

Atlassian, Atlassian Tools, ITSM, Jira Service Management, Enterprise Service Management


If your organization is in the market for a new IT Service Management (ITSM) solution, chances are you’re taking a close look at two leading solutions: Jira Service Management and ServiceNow. Both tools offer robust, enterprise-level ITSM functionality, including ticketing that supports diverse teams. But at Isos Technology, we’re team Jira Service Management all the way! In our experience, Jira Service Management is more straightforward to set up and simpler to work in, provides stronger cross-functional visibility (making it easier to collaborate), and offers greater transparency around cost.

Here are four reasons we believe Jira Service Management has a clear edge over ServiceNow.


1. JSM Emphasizes Flexibility without Complexity

JSM is highly flexible and can be tailored to the way your organization works. It offers deep, robust functionality, without being overly complex. JSM is built to be used for teams of all sizes, from the smallest shops to large enterprises. Out-of-the-box functionality will serve many organizations well, and those who are looking for greater customization and even deeper functionality will find what they need from app vendors in the Atlassian Marketplace. With JSM, even large enterprises can get all the functionality they need without getting—and paying for— complex functionality they may not want, need, or ever use. 


2. JSM Connects DevOps and ITSM

JSM is part of the Atlassian solution set and is built on top of Jira Software, so it’s deeply integrated with it, as well as Atlassian’s other offerings. As the software development, operations, and ITSM environments all become increasingly complex and dependencies grow between these functional areas, it’s extremely helpful for all of these teams to be working on the same platform. A single platform provides the visibility needed for all the relevant teams to work together to mitigate and resolve issues, or respond to major incidents. Plus, they can gain efficiencies from automation that streamlines processes and eliminates time-consuming, manual tasks, freeing time to focus on higher-value work.


3. JSM Offers Fast, Streamlined Implementation

Setting up JSM is straightforward and intuitive, with great out-of-the-box functionality, so your team can get started right away. In fact, the G2Crowd Service Desk Implementation Index Report indicates JSM takes an average of 1.2 months to go live, while ServiceNow takes an average of 4.5 months. Further, since JSM is also more straightforward and intuitive to work in, new users are likely to get up to speed faster, and that can translate to faster, deeper adoption. Ultimately, more rapid setup and adoption translate to a quicker return on investment.


4. JSM Offers Transparent, Affordable Pricing for Large and Small Teams

Atlassian is transparent and upfront about the pricing for Jira Service Management. Pricing is based on the number of users, and there’s a plan for every situation. Organizations with a large number of users can benefit from discounts, while the smallest teams can get started with the free version. Atlassian offers premium, standard, and free plans, so you can choose the option that's right for your organization and not pay for functionality you won’t use. Plus, estimating costs is straightforward—there’s no difficult negotiation or renewal process.


Learn more about Jira Service Management pricing

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TAGS: Atlassian, Atlassian Tools, ITSM, Jira Service Management, Enterprise Service Management

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