# Compare JIRA Service Management vs ServiceNow 2026 | Capterra > Unsure of what to choose? Check Capterra to compare JIRA Service Management and ServiceNow based on pricing, features, product details, and verified reviews. Source: https://www.capterra.com/compare/227102-254088/JIRA-Service-Management-vs-ServiceNow --- # JIRA Service Management vs ServiceNow Features and Cost Comparison Last updated March 15th, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/) Your comparison: JIRA Service ManagementServiceNow2/4 selected [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.5 (762)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.5 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/) [## JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.5 (762)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) Starting Price $20.00/month Value-for-Money 4.3 Functionality 4.5 Ease of Use 4.2 Customer Service 4.3 Reviews Sentiment Based on [762 reviews](#user-reviews) Positive 699 Neutral 48 Negative 15 [## ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.5 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/) Starting Price $100.00/month Value-for-Money 4.1 Functionality 4.5 Ease of Use 4.2 Customer Service 4.3 Reviews Sentiment Based on [344 reviews](#user-reviews) Positive 321 Neutral 18 Negative 5 What’s your intended use case? ## Summary * * * Key features rated by users Features selected based on 4,595 reviews from help desk software users. about the Fit Score methodology. Fit Score methodology Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about. If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology 70%Fit Missing features Feature ratings Ticket Management 4.6 Real-Time Notifications NA Customizable Fields 4.4 Third-Party Integrations 4.2 Reporting/Analytics 4.2 \--%Fit Missing features Feature ratings Ticket Management 4.5 Real-Time Notifications NA Customizable Fields NA Third-Party Integrations NA Reporting/Analytics 3.7 User satisfaction User satisfaction 4.5 User reviews[762](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) Ease of use 4.2 Functionality 4.5 Value for money 4.3 Customer support 4.3 User satisfaction 4.5 User reviews[344](https://www.capterra.com/p/254088/ServiceNow/reviews/) Ease of use 4.2 Functionality 4.5 Value for money 4.1 Customer support 4.3 Price starts from Price starts from $20Per User, Per Month - Free version - Free trial Price starts from $100Per User, Per Month - Free version - Free trial Best for Best for Jira Service Management is used by IT support teams, IT operations departments, HR departments, engineering teams, facilities managers, and enterprise organizations. Best for ServiceNow CMDB is used by IT departments, system administrators, IT operations managers, digital product teams, and enterprise organizations. ## User reviews Pros & cons RK Raul K. Group Director of Technology > "It has a wide range of API integrations, and has excellent tools such as Confluence, Jira Software and Kanban boards that make the whole..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7037998) AP Adam P. Managing consultant > "The main drawback for me was the complexity that comes with its flexibility. While the customisation options are powerful, they can make..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7051744) EW Emma W. Marketing Manager > "What I really like about Jira is the ability to create multiple boards for different teams, which keeps workstreams clearly organized..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7099822) DG Damian G. CTO > "Due to specific usage in company im missing a feature of sth like saving specifics tickets in kind of folder just to me or tags for..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7112861) KP Katrina P. IT Analyst > "It has a lot of tools like Scrum and Kanban boards, backlogs, and customizable workflows" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7049569) SR Shilpa R. QA > "Unable to create folders or sub folders within the test cycles like how we can create for test cases in the repository" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7026090) ES Elias S. Marketing Coordinator > "I like how Jira Service Management streamlines project management, support tickets, prioritization, and SLA tracking in one efficient..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7005112) EW Emma W. Marketing Manager > "One challenge I’ve experienced with Jira is that, as a ticket submitter, it can be difficult to easily find and keep track of all the..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7099822) VR Verified Reviewer Sr People Ops > "Overall, It's a good experience and teams definitely need a platform to receive their tickets and distribute workload among members...." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7041624) MG Mike G. Member of Technical Staff > "Sometimes moving item and assigning it to different sprint from a service request is not the most convenient." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7077044) VR Verified Reviewer Junior Software Engineer > "We can set up a new portal in minutes for every new project and easily tie the tickets to our internal Jira Software projects keeping..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6329273) EW Evelyn W. IT Assistant > "Permission layers and admin tabs are confusing, automation rules need many clicks, and no quick auto-close after few days" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6803804) FH Freda H. VP Sr. Manager Operations Technology > "Overall JIRA service management allows increase in production, a service orientated infrastructure emerged while the company continued..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6667712) Hameeda T. Technical Analyst > "Some advanced features are hard to configure without technical knowledge and the interface can feel cluttered" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7113498) HN Harshad N. Technical Support Expert > "Jira service management is one of the effective tools for managing and tracking the product's internal progress and reports based on..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6703913) EW Emma W. Marketing Manager > "They don’t always appear in my recent items, which makes visibility and follow-up more time-consuming than it should be." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7099822) KP Katrina P. IT Analyst > "It allows for easy project management and helps to identify bugs/issues." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7049569) DM David M. Director, Human Resources > "It's very difficult to be the "administrator" and look at current tickets for your teams/staff and how many were completed, in-progress,..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6784296) AM Antti M. Product Owner > "In no time you can set up a basic customer support flow, and with time you can get highly automated customer support flows." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6828649) JaK Jarosław K. Director of Support Services > "This product is also rarely able to cover your scenarios to the full unless you have an engineer ready to create 3rd party applications..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6711708) EAJ Esami Allan J. Web Developer > "My favorite feature about Jira Service Management is automation which streamline the entire workflow ,improving efficiency." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6856000) VR Verified Reviewer Consultant > "Perhaps too many customization options break peoples back." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6888015) Eric T. Director, Digital Transformation > "As a Atlassian shop, it was easy to integrate, provision and manage JIRA Service Management within the Atlassian platform." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7086242) Swathi J. Software Developer > "Pricing is getting expensive, and reporting is flexible but can be unintuitive without add-ons." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6844026) Swathi J. Software Developer > "It helps me customize workflows and automate repetitive tasks, improving the overall team efficiency." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6844026) HH Houcem H. CISO > "The biggest downside is that customization, while powerful, can be overly complex for non-technical users." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6622104) FH Freda H. VP Sr. Manager Operations Technology > "Teams created and developed workflows with out of the box capabilities provided Intergrations of apps that prove to be necessary to..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6667712) MP Mario P. QA Engineer > "The user interface is not as intuitive as I’d like, and some tasks take more clicks than necessary." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6622705) RM Robert M. Cybersecurity Engineer > "Provide great dashboards and reports that gives data needed for decision making about service operations .Its" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6862158) AM Antti M. Product Owner > "The Atlassian products don’t have that Atlassian-feel anymore to be honest." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6828649) AP Adam P. Managing consultant > "how well it brought structure and visibility to complex service workflows." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7051744) CS Carlos S. Quality Engineer > "The lack of possibility to integrate with sharepoint domain." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6474886) RR Richard R. IT Manager > "Overall as a starting point, it worked, but the group as a whole needed a more elaborate solution with a focus on more detailed..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6846976) NR NehA R. QA Manager > "Sometimes, Jira shows loading issues when opening attachments" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6673404) PS Paola S. product designer > "the most awesome about JIra Service Management is the design and the clarity of section of timing and scalable map of projects" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6744026) AM Alex M. IT Service Manager > "Compared to the other Atlassian products this is on the much more expensive side as you require more-and-more agents." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6441994) LN Luciano N. Senior Film Technician > "Really good and easy, ticketing is good and being able to allocate work & comments are helpful over long periods of time" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7109408) AP Amitabh P. Technical support engineer > "Little bit complicated platform with excessive options." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6577373) RM Robert M. Cybersecurity Engineer > "Offer robust features that helps to improve the customer experience and reduces workload on customer support team." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6862158) Naveen C. Senior Technical Manager > "Pricing is a bit concern for businesses with limited budgets." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6640468) Eric T. Director, Digital Transformation > "Being able to tie KBs to the customer interface is extremely helpful." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7086242) RA Ruchir A. Cloud Support Engineer > "Searching for issues becomes challenging sometimes" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6284188) Edward K. App Integrations Specialist > "The product can be configured in many different ways to support your requirements, and it's good value for small teams." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7004161) MM Madilyn M. Senior Research Associate > "There is a lot going on with different boards, timelines, and tickets so it can be easy to lose track of everything and for things to be..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6118182) Chris B. Support Specialist > "The integration into Slack was very helpful for communication among teammates." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7041344) HN Harshad N. Technical Support Expert > "Extremely costly for small organizations to buy and manage." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6703913) MG Mike G. Member of Technical Staff > "You can easily create and assign IT service request." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7077044) VR Verified Reviewer HelpDesk N1 > "For example, some users have reported that it can be difficult to set up and configure initially, especially for organizations with..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4782124) JM Jessica M. Customer Service > "The automation features and customizable workflows have streamlined our processes and improved our response times significantly." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6646556) MK Marta K. Head of Delivery > "Another rather annoying thing is the vagueness of the agents' assignments which determines how much we pay for licenses." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4777944) TF Tom F. Customer Marketing Specialist > "Strong functionality for handling service requests, able to handle multiple issues." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6762108) NT Nathan T. Network Infrastructure Manager > "It's very difficult to setup requires alot of time and effort and the software is not userfriendly so if you're implenting for a team..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4873006) JH Julio H. It analyst > "Reliable tool for handling IT service requests and incidents. Once you get past the initial setup, it’s very efficient and helps improve..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6665532) FV Filippo V. CTO > "It is very difficult to set up." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6796996) GT Gary T. Cloud Architect > "How well it integrates with the broader Atlassian ecosystem (like Confluence and Jira Software)" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6795896) EW Evelyn W. IT Assistant > "But learning part is rough." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6803804) KS Katie S. Operations Manager > "I think if they had a quick start guide for collaborative inbox, it would be a great tool for small businesses." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6881662) Sugam P. Project Manager > "It feels extremely slow because there are so many repeating, mainly identical empty fields that must be filled out repeatedly." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5054864) MJ Michael J. Digital Marketer > "Native integration with Jira Software is a big plus for dev-related issues." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6819276) GM Gilberto M. Technical Product Manager > "The setup interface is clunky and unintuitive at times, for all the benefits of being a part of the Atlassian environment, it suffers..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___3681639) Marko S. Director > "I have managed to segment everything, from IT aspects to our forecasting aspects in no time." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7006258) Mike S. IT Especialist > "Despite its many advantages, JIRA Service Management can be complex and difficult for new users to learn." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4793217) AF Adrian F. CTO > "The customizable workflows and powerful search functionality make it a must-have for IT teams." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6481012) DS Dayley S. Web Developer > "There’s always an issue when adding bulleted lists! When starting a paragraph underneath it always seems to indent it." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4928971) JaK Jarosław K. Director of Support Services > "The framework is flexible and allows it to be modified or extended through the application of 3rd party scripts or plugins." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6711708) Mark H. Senior Administrator > "Features in the cloud version are sometimes spotty, and guidance is inconsistent." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4813140) AH Aaron H. Sales and Inventory Analyst > "The platform can scale from small teams to large enterprises, making it suitable for organizations of various sizes." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6551147) FJ Frank J. Network Architect > "Some working flow is not flexsible for me， not sure whether it is a configuration issue or not？" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6141330) JH Julio H. It analyst > "The customizable workflows and automation features save a lot of time and help keep everything organized." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6665532) KB Kirstin B. VP Content Strategy > "I have yet to meet a system that we cannot integrate into our jira instance." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5001509) AP Amitabh P. Technical support engineer > "It is extremely helpful product to know the developement and bugs related progress and to keep track on all the ongoing information." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6577373) TT Terry T. IT asset manager > "The out of box feature in this module was not useful for my purposes." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6082284) Chris B. Support Specialist > "Being able to sort by feature and project was very nice." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7041344) KB Kirstin B. VP Content Strategy > "Setting up the workflow design is a little overwhelming for a novice user." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5001509) Chris B. Support Specialist > "Creating and updating tickets were both really easy." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7041344) MF MARITZA F. BILLER > "SOME TIMES WE CAN NOT TO CONNECT TO THE SUPPORT" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6104781) PA Peter A. IT Asset,Configuration Manager, Service Catalog and Knowledge Manager > "I like the fact that you pick a ticket and find all related tickets or related dependency services being affected by the incidence..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6584366) YS Yuval S. IR Analyst > "The colors are boring, they can add more life to it." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6118822) CF Carlos F. Endpoint System Administrator > "With the seamless tools imbedded in the program, it has enhance our productively and user communication." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6496603) BD Bishal D. Backend Developer > "It was costly for us when we used it for the startup company." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5097214) [View Reviews](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) VR Verified Reviewer Software Developer and Consultant > "Overall, ServiceNow has been an effective platform that streamlines operations and supports structured Change Management,..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7065821) VR Verified Reviewer Knowledge Specialist > "At times, especially as a beginner, it may be hard to navigate with all the various levels of a customer..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7052335) VR Verified Reviewer Director > "There is a big number of modules one can add to the platform, including software and hardware inventory, business..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6815963) VR Verified Reviewer Software Developer and Consultant > "The platform can be complex to manage, especially in Change Management where configurations can become cumbersome, and it can..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7065821) JG Justin G. IT Specialist > "ServiceNow offers robust ticketing with powerful automation and reporting, though initial setup and customization can be..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6857598) NT Nishant T. Sr analyst > "It is costly for SME firms When integrated to outlook, it produce too many auto mailers, which can disturb corporate user now..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6780060) VR Verified Reviewer Customer Marketing Manager > "ServiceNow helps our company organize, interpret and develop data using dashboards." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7054402) GT George T. Operations Manager > "The typing shortcuts usually used in other softwares have different functions that are misleading for example if you type..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6848174) VR Verified Reviewer Software Engineer > "Provides a simple interface that is consistent across all modules and allows end users to have a sikilar experience for all..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6820646) YO Yewande O. HR Coordinator > "Bugs and issues was difficult to resolve as it requires reaching out to customer support all the time" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7049544) JG Justin G. IT Specialist > "Streamlined ticket tracking, customizable workflows, strong automation, and easy integration with ITSM tools." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6857598) TB Thomas B. Risk and Compliance Consultant > "It feels less like buying a house and more like going to the hardware store and buying lumber and supplies. " [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6807664) SB Sofia B. Junior Software Engineer > "It also allows for wide customization to create your own process flows and manage tickets for almost any internal process..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6676058) SG Shaun G. Continuous Improvement Analyst > "ServiceNow may be able to be customized in a way that makes it an overall better experience, but as a user from multiple..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6531246) VR Verified Reviewer Software engineer > "ServiceNow streamlines the complex workflows, in my customer support setup it helped me in creating a proper workflow of..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6637017) JL John L. Automation Engineer > "The links are long guids and hard for humans to understand vs something like jira." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6810764) AK Ahmed K. Consultant Specialist > "It serves as a highly integrated platform that connects all these functions, making it easier to track progress, resolve..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6734940) SN Suraj N. Inside Product Specialist > "sometimes when I have raised the HR ticket, the resolution provided is not upto the mark or is unsolved." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6458767) RG Roman G. Sr. Manager, Internal Audit > "It allows a good customization for different workflows, has connectivity to multiple applications and allows creating..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6723815) RS Robert S. Data Analyst > "Combining data from multiple tables/sources is not straightforward." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6550813) RG Roman G. Sr. Manager, Internal Audit > "Great experience, ServiceNow used as a ticketing tool for access provisioning, change management processes, as well as to..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6723815) RK Rishi K. ITSM Consultant > "Depending on the level of customisation required, servicenow can get expensive to implement." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6539189) CtM Cátia M. ServiceNow Consultant > "Additionally, its customizable workflows and reporting tools provide valuable insights, enabling organizations to make..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6525115) JF Javier F. Partners Responsible > "Integration with third-party applications can be challenging at times." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6499587) VR Verified Reviewer Director > "Makes it easy to locate resources that are on the ground on a per-user basis as well, so it helps for risk management in..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6815963) Naveen C. Senior Technical Manager > "Also customizing for specific enterprises is bit time consuming." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6640022) NK Norbert K. Salesforce Analyst > "It helps organize work, automates many processes, and supports team efficiency. Despite the initial learning curve, it..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6879747) HW Heather W. Principal Compliance Specialist > "I don’t think the ServiceNow GRC tool is the most user friendly compared to similar GRC tools such as Archer." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6536841) Andrew R. Cyber Security and Compliance > "I loved how it allow easy ticket escalation and allowed collaboration with other departments." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7103624) TB Thomas B. Risk and Compliance Consultant > "Its junk if everyone on your teams are really new to it. " [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6807664) JB Jonathan B. Digital Business Analyst > "It's a very clean software, making it extremely transparent to all users on how to raise and track their cases while giving..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6437241) AF Alexia F. CMO > "The learning curve can be steep, and some features feel a bit overwhelming at first." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6499574) SN Suraj N. Inside Product Specialist > "ability to unify and automate workflows across an organization, making it an incredibly powerful tool for enhancing..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6458767) RG Roman G. Sr. Manager, Internal Audit > "Company support website and its chat bot are not easy to search through or get relevant information." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6723815) EP Eduardo P. Security Analyst Manager > "Their platform is very open and customizable, allowing us to tailor workflows to our needs." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6777458) VR Verified Reviewer Analytic Scientist > "Initially, navigating the ServiceNow platform can be a challenge." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6741840) MP Mattia P. IT Operations Manager > "An excellent ticketing product, definitely the most famous, it allows for many integrations, many of which are already ready..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6867173) JL John L. Automation Engineer > "UI but it's hard to navigate." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6810764) SM Shreyash M. Manager > "Pretty reliable ticket and issue tracking system and can be very useful in managing all communication." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6849204) SM Shubham M. Consultant > "AI integration is still not the best." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6473118) VR Verified Reviewer Analyst > "I use it occasionally to enter tickets and it's pretty easy for me to track the progress. If anything changes, it notifies me..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6431623) PH Philip H. Application Administrative Developer > "Sometimes it can be to customizable." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6351976) VR Verified Reviewer Senior Desktop Support Technician > "Being able to link knowledge base, inventory systems, and ticketing systems in one stop is amazing." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6280551) MW Michael W. Owner > "Training curve for new employees can be a pain." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6667847) MA Misbah A. Product and Manufacturing Engineer > "ServiceNow has helped our company implement workflows for our processes that are hard or monotonous to manage." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6693819) VR Verified Reviewer Logistics Specialist > "A bit slow loading speed when there are multiple tabs open" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6129853) CS Cherif S. HR Manager > "It has seamless features that are very easy to apply so managing our IT has been easy and efficient." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7115433) HH Hassan H. Cyber Security Analyst > "Due to extensive feature it offers, sometimes its difficult to find appropriate section which we are looking for and its does..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3778804) JR Janessa R. Product Marketing Manger > "Improved user interface with streamlined dashboards that make it easy to get and give insight into work." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6842669) DP Dulsy P. Project manager associate > "Documentation ordering is not easy to understand the flow of product" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4720443) NK Norbert K. Salesforce Analyst > "It also integrates easily with other systems like Salesforce CRM for example" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6879747) VR Verified Reviewer Azure Cloud Engineer > "Interface can be cumbersome." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4992308) RK Rishi K. ITSM Consultant > "Servicenow is an integrated service management tool offering the entire ITIL lifecycle at your fingertips." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6539189) RB ROB B. Operations Manager > "Cost, it is not equitable for small businesses." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6191616) VK Virginia K. IT Manager > "The drag and drop feature is helpful .It's integration with other apps is seamless making the whole experience..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6756012) VsrP Vidya sagar reddy P. Cloud Support Engineer > "Its very complex with multiple development modules, sometimes its very heavy to load and it takes time opening few links." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3818089) MS Manon S. Associate software engineer > "It automatically routed service requests to the right team, speeding up our response times significantly." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6356329) VR Verified Reviewer IT Systems Engineer II > "The clunkiness of the product was discouraging." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___5086346) VR Verified Reviewer Software engineer > "ServiceNow is a great tool for any IT management it improves overall productivity by streamlining complex workflows." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6637017) SS Sudhir S. CASS Lead > "This led to a number of internal complaints as we had to requests the users to open new tickets for the same request." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4588741) PP Prachi P. Manager > "Effective and easy to use interface, with the ability to configure workflows to suit varying processes." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6834638) UM Uddipan M. Data Engineering Manager > "Sometimes UI response it bit slow which makes users to wait before form response." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3711774) TB Thomas B. Risk and Compliance Consultant > "It provides an incredibly flexible ticket and project platform. " [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6807664) SN Soumalya N. Architect > "Changes created by “Copy Change” can not be tracked separately" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3815836) LS Lewis S. Systems and Network technician > "Can be utilised with low knowledge on the application but also offers in-depth features that really benefit your service." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6438804) SN Soumalya N. Architect > "OOB baseline does not support some level of access control for change which it should have" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3815836) Rohit M. software development engineer > "We have been using ServiceNow for ITSM and CSM modules from couple of years now, they are consistent and in every 6th month..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4869448) Chetan T. Customer Experience Director > "Custom applications running on SNOW can be a little buggy at times." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3813097) Andrew R. Cyber Security and Compliance > "It has a great user interface that is very easy to manipulate and learn from an end user perspective." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7103624) SS Sudhir S. CASS Lead > "In the past, we have had challenges in re-opening the service now tickets once they were closed in error." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4588741) CS Cherif S. HR Manager > "It is very intuitive and easy to use so new user with no technical skills do not struggle to navigate this tool." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7115433) VR Verified Reviewer Mechanical Engineer > "The self service portal is hard to use for tracking your requests." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4631061) SD Suzanne D. Engineer > "It integrates with a lot of other systems and has many other modules that can be added" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6727422) UG Utkarsh G. Administrator > "Sometimes there is some seconds latency in opening tickets, this needs improvement" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4523663) VR Verified Reviewer Analytic Scientist > "ServiceNow is useful for tracking tickets' status." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6741840) AV Ashish V. Solution Architect > "Its difficult to manage it through mobile devices." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3509462) Naveen C. Senior Technical Manager > "I have been using since more than 5 years for Incident management and lifecycle of incidents and it really helped." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6640022) Kavindu Githsara K. System Specialist > "However, its cost and complexity may be drawbacks for some users" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4389173) SM Shreyash M. Manager > "Has easy integration with multiple systems" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6849204) VR Verified Reviewer Staff Engineer > "There own resolution systems are slow sometimes" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3858620) [View Reviews](https://www.capterra.com/p/254088/ServiceNow/reviews/) ## User interface 4.47 (762) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) 4.46 (344) ## Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ### Features Do these products fit your needs? Prioritize real-user-identified key features according to your needs to find your best fit. \--% Fit vs \--% Fit Access Controls/Permissions 207 Important Activity Dashboard 150 Important AI Copilot 120 Important JIRA Service Management Top features 22/36 - Access Controls/Permissions - Activity Dashboard - AI Copilot - AI Summarization - Alerts/Escalation - API - Automated Responses - Automated Routing - Chatbot - Collaboration Tools - Customer Database - Customizable Branding - Customizable Fields - Data Import/Export - Email Templates - Generative AI - Knowledge Base Management - Macros/Templated Responses - Mobile App - Multi-Channel Communication - Performance Metrics - Personalization - Prioritization - Process/Workflow Automation - Real-Time Chat - Real-Time Notifications - Reporting/Analytics - Secure Data Storage - Self Service Portal - Service Level Agreement (SLA) Management - Single Sign On - Social Media Integration - Surveys & Feedback - Third-Party Integrations - Ticket Management - Workflow Management [See all features](https://www.capterra.com/p/227102/JIRA-Service-Management/#features) ServiceNow 18/36 - Access Controls/Permissions - Activity Dashboard - AI Copilot - AI Summarization - Alerts/Escalation - API - Automated Responses - Automated Routing - Chatbot - Collaboration Tools - Customer Database - Customizable Branding - Customizable Fields - Data Import/Export - Email Templates - Generative AI - Knowledge Base Management - Macros/Templated Responses - Mobile App - Multi-Channel Communication - Performance Metrics - Personalization - Prioritization - Process/Workflow Automation - Real-Time Chat - Real-Time Notifications - Reporting/Analytics - Secure Data Storage - Self Service Portal - Service Level Agreement (SLA) Management - Single Sign On - Social Media Integration - Surveys & Feedback - Third-Party Integrations - Ticket Management - Workflow Management [See all features](https://www.capterra.com/p/254088/ServiceNow/#features) ### Recognition No recognitions have been awarded to JIRA Service Management No recognitions have been awarded to ServiceNow ### Deployment & support JIRA Service Management Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos ServiceNow Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos ### Company Details JIRA Service Management - By Atlassian - Located in United States - Founded in 2013 ServiceNow - By ServiceNow - Located in United States - Founded in 2012 ## Popular Comparisons [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (762)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) vs [PDQ Deploy & Inventory](https://www.capterra.com/p/174535/PDQ-Deploy/)[4.80 (341)](https://www.capterra.com/p/174535/PDQ-Deploy/reviews/) $20/month Price $1575/year 4.5 Features 4.7 4.2 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/174535-227102/PDQ-Deploy-vs-JIRA-Service-Management) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.46 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,071)](https://www.capterra.com/p/164283/Zendesk/reviews/) $100/month Price $39/month 4.5 Features 4.4 4.2 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/164283-254088/Zendesk-vs-ServiceNow) [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (762)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) vs [Action1](https://www.capterra.com/p/180609/Action1-RMM/)[4.91 (237)](https://www.capterra.com/p/180609/Action1-RMM/reviews/) $20/month Price Contact vendor for pricing 4.5 Features 4.7 4.2 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/180609-227102/Action1-RMM-vs-JIRA-Service-Management) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.46 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/) vs [Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) $100/month Price $25/month 4.5 Features 4.7 4.2 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/202528-254088/Milvus-vs-ServiceNow) [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (762)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) vs [Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) $20/month Price $25/month 4.5 Features 4.7 4.2 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/202528-227102/Milvus-vs-JIRA-Service-Management) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.46 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/) vs [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.50 (3,408)](https://www.capterra.com/p/124981/Freshdesk/reviews/) $100/month Price $19/month 4.5 Features 4.3 4.2 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/124981-254088/Freshdesk-vs-ServiceNow) [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (762)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) vs [Wrike](https://www.capterra.com/p/76113/Wrike/)[4.36 (2,883)](https://www.capterra.com/p/76113/Wrike/reviews/) $20/month Price $10/month 4.5 Features 4.3 4.2 Ease of Use 4.2 [View full comparison](https://www.capterra.com/compare/76113-227102/Wrike-vs-JIRA-Service-Management) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.46 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/) vs [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.53 (683)](https://www.capterra.com/p/132997/Freshservice/reviews/) $100/month Price $29/month 4.5 Features 4.3 4.2 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/132997-254088/Freshservice-vs-ServiceNow) [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (762)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) vs [Pulseway](https://www.capterra.com/p/141792/Pulseway/)[4.68 (310)](https://www.capterra.com/p/141792/Pulseway/reviews/) $20/month Price $67/month 4.5 Features 4.5 4.2 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/141792-227102/Pulseway-vs-JIRA-Service-Management) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.46 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/) vs [Supremo Remote Desktop](https://www.capterra.com/p/177094/Supremo-Remote-Desktop/) [4.67 (447)](https://www.capterra.com/p/177094/Supremo-Remote-Desktop/reviews/) $100/month Price $199/year 4.5 Features 4.5 4.2 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/177094-254088/Supremo-Remote-Desktop-vs-ServiceNow) [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (762)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) vs [baramundi Management Suite](https://www.capterra.com/p/177946/baramundi-Management-Suite/)[4.63 (140)](https://www.capterra.com/p/177946/baramundi-Management-Suite/reviews/) $20/month Price $1/month 4.5 Features 4.5 4.2 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/177946-227102/baramundi-Management-Suite-vs-JIRA-Service-Management) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.46 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/) vs [Atera](https://www.capterra.com/p/144309/Atera/)[4.55 (446)](https://www.capterra.com/p/144309/Atera/reviews/) $100/month Price $129/month 4.5 Features 4.3 4.2 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/144309-254088/Atera-vs-ServiceNow)