ServiceNow vs Jira

Service Ticketing tools and systems are essential to todays enterprise IT help desk operations.The need for service ticket tools is very clear.With out these tools the manual process like emails,sheets will end up in a mess.Both Jira servicedesk and servicenow are leading solutions in this space.Servicenow has 25%  share of the IT service management(ITSM),while Atlassian is more into software developer focused and it is one of the popular tool for project management and collaboration tools.In this post we will discover major differences and features between ServiceNow vs Jira

Both solutions offer powerful integrations with other famous products in the market.API Integration is very important and crucial for a company like these.Jira servicedesk is built on top of Altassian’s issue and project tracking platform JIRA,It is accessible via 1800+ add-ons available on the Atlassian marketplace. ServiceNow’s integrations include several that are vendor-provided as well as a myriad of custom-built integrations, from Salesforce.com to BMC Remedy.

ServiceNow

ServiceNow is a born-in-the-cloud SaaS and platform offering that started out focusing on ITIL-based IT service management (ITSM) applications. Because of the plentiful array of third-party developed solutions in the platform’s ecosystem,the offering is often referred to as the “Salesforce.com of IT.”

These days servicenow offering includes many different such as IT Service management,HR,Customer service management,Legal and other organizations within the enterprise.The platform main goal is to provide integrated view of all IT Systems from a single dashboard.It integrates with existing systems and also competitor solutions like salesforce,BMC and Jira.

Jira

Jira Software is an agile project management tool that supports any agilemethodology, be it scrum, kanban, or your own unique flavor. From agile boards to reports, you can plan, track, and manage all your agile software development projects from a single tool.

True to DevOps form, many of Service Desk’s features help to unsilo information between dev and ops. For example, Service Desk tickets can be linked to JIRA software issues for automatically keeping dev and ops in sync.

What is major differences between ServiceNow vs Jira

Capability Set

Both are very good platforms for enterprise IT help desk,Jira is built as an Add on top of Altassian Jira.It works well with other Altassian ecosystem of products.Servicenow is designed to be a platform with integrations as focal point and it leverages many of the capabilities working with other tools in the market.

Ease of use

JIRA’s web interface is intuitive and easy to grasp—again, Atlassian customers will feel right at home with its admin console. ServiceNow’s web front-end is also highly usable but, unlike Service Desk, is more enterprise/ITIL-focused, making it less accessible to smaller organizations and IT shops.

Community Support

Atlassian offers a range of resources to its community of users and platform developers, including a extensive developer portal and its Answers Q&A website. ServiceNow also provides its users with various community support resources such as a community portal and product wiki.

Release Rate

JIRA Service Desk is currently on version 3.2—a full release history is available on the Atlassian Documentation website. Both Service Desk and JIRA have been regularly updated over the years. Currently on its “ServiceNow Kingston” release, ServiceNow has also seen regular monthly updates since its initial release. A full release history and notes are located on the ServiceNow support wiki.

Pricing and Support

JIRA Service Desk’s pricing is straightforward and managable by even the most budget-conscious organizations: $10 per month for up to 3 agents and $20 per agent/month for 4+ agents. On-premise versions are also available, priced per agent.

ServiceNow pricing starts at $10,200 per year for the Express version, a price point more in line with enterprise budgets than with smaller IT shops.

In terms of support, Atlassian offers a range of standard and premium support options that include weekday and weekend coverage, dedicated support staff, shortened response windows, and more. ServiceNow offers web/email and 24/7/365 phone support for customers within the US.

API and Extensibility

JIRA offers a powerful REST API for building add-ons and develop integrations with other applications. ServiceNow also comes with a well-documented REST API for interacting with its platform’s service instances

3rd Party Integrations

JIRA’s third party integrations are second to none—its Marketplace offers up over 2,400 add-ons for extending the platform’s capabilities. ServiceNow also offers a plethora of integrations—both included and custom-built—via its website.

Companies that Use It

JIRA is used by many of the world’s leading enterpises: Twitter, Sotheby’s, Spotify, BlackRock, and Splunk, among others. Equally popular among the enterprise elite, ServiceNow counts   AstraZeneca, Envision Healthcare, Equinix, GE Capita, and Standard Life as some of its marquee customers.

Learning Curve

ServiceNow is more enterprise-oriented and focused around ITIL, while JIRA was designed to be accessible by IT professionals from all organization types. Subsequently, Service Desk has a more moderate learning curve in store for the average IT professional when compared to ServiceNow.

 CSTAR

ServiceNow scores an average CSTAR Score of 580, a rating that reflects the various flaws in its website perimeter security: lack of sitewide SSL, DMARC, and HTTP strict transport security. Atlassian scores a 751 CSTAR score for its more resilient posture, despite shortcomings like server information leakage, lack of HttpOnly/secure cookies, and missing DNSSEC, among others.

For smaller IT shops with limited needs/requirements, JIRA Service Desk is a safe bet, especially since the platform can be easily scaled up and expanded to support more users and features. Organizations looking for a more structured ITSM and ITIL-focused solution may opt for ServiceNow’s enterprise service management platform instead. Both platforms excel in their integration capabilities, so either solution can readily dovetail into an environment where disparate tools are being used.

At HunterTech Global we have right IT service management(ITSM) development,customization,integration,servicenow admin,HR module expertise,customer service management.We also have done integration with servicenow and slack platforms,servicenow with jira integrations and others.We are happy to show you demo of our capabilities as a servicenow implementation partner,servicenow consulting services firm.For a free consultation,Please drop a messgae here.