Each options are highly effective choices in terms of integrations—that is arguably the essential hallmark of a well-positioned enterprise software program vendor today. JIRA Service Desk is after all constructed on prime of Atlassian’s main problem and mission monitoring platform JIRA, which makes it extensible through 1,800+ add-ons obtainable on the Atlassian Market. To not be outdone, ServiceNow’s integrations embody a number of which might be vendor-provided in addition to a myriad of custom-built integrations, from Salesforce.com to BMC Treatment.
ServiceNow
ServiceNow is a born-in-the-cloud SaaS and platform providing that started off specializing in ITIL-based IT service administration purposes. Due to the plentiful array of third-party developed options within the platform’s ecosystem, the providing is sometimes called the “Salesforce.com of IT.”
The ServiceNow UI. Supply: servicenow.com.
At present’s ServiceNow providing features a myriad of purposes for IT service administration, HR, authorized, and different organizations inside the enterprise. The platform goals to supply a single view of all techniques in a given IT service supply ecosystem—to this finish, it integrates with present techniques in addition to competing options from BMC, Salesforce and JIRA.
JIRA
Initially designed to compete with Mozilla’s bug monitoring software Bugzilla (the title is actually a truncation of Gojira, the Japanese title for Godzilla), JIRA is now a fully-fledged problem monitoring system for serving to agile groups develop and launch software program. Service Desk is constructed on prime of JIRA to assist IT assist and customer support operations.
The JIRA Service Desk interface. Supply: atlassian.com.
True to DevOps kind, lots of Service Desk’s options assist to unsilo info between dev and ops. For instance, Service Desk tickets may be linked to JIRA software program points for routinely preserving dev and ops in sync.
Facet-by-Facet Scoring: ServiceNow vs. JIRA1. Functionality Set
Each are competent platforms for managing the enterprise IT assist desk; that mentioned, Jira—as mainly an add-on constructed on prime of Atlassian JIRA—works properly as a part of an ecosystem of different Atlassian merchandise. ServiceNow was designed to be a platform providing with integrations as a focus, and derives lots of its capabilities from working with different instruments.
ServiceNow
Jira Service Desk
4/5
3/5
2. Ease of Use
JIRA’s net interface is intuitive and straightforward to know—once more, Atlassian clients will really feel proper at residence with its admin console. ServiceNow’s net front-end can be extremely usable however, in contrast to Service Desk, is extra enterprise/ITIL-focused, making it much less accessible to smaller organizations and IT outlets.
ServiceNow
Jira Service Desk
3/5
4/5
3. Group Help
Atlassian presents a variety of assets to its group of customers and platform builders, together with a intensive developer portal and its Solutions Q&An internet site. ServiceNow additionally gives its customers with numerous group assist assets corresponding to a group portal and product wiki.
ServiceNow
Jira Service Desk
4/5
4/5
4. Launch Price
JIRA Service Desk is at the moment on model 3.2—a full launch historical past is offered on the Atlassian Documentation web site. Each Service Desk and JIRA have been commonly up to date over time. At the moment on its “Helsinki” launch, ServiceNow has additionally seen common month-to-month updates since its preliminary launch. A full launch historical past and notes are situated on the ServiceNow assist wiki.
ServiceNow
Jira Service Desk
4/5
4/5
5. Pricing and Help
A monitoring system will not troubleshoot a configuration error. A configuration take a look at script will.
JIRA Service Desk’s pricing is simple and manageable by even essentially the most budget-conscious organizations: $10 monthly for as much as 3 brokers and $20 per agent/month for 4+ brokers. On-premise variations are additionally obtainable, priced per agent.
ServiceNow begins at $10,200 per yr for the Specific model, a worth level extra according to enterprise budgets than with smaller IT outlets.
ServiceNow
Jira Service Desk
4/5
5/5
6. API and Extensibility
JIRA presents a robust REST API for constructing add-ons and develop integrations with different purposes. ServiceNow additionally comes with a well-documented REST API for interacting with its platform’s service cases.
ServiceNow
Jira Service Desk
5/5
5/5
7. third Get together Integrations
JIRA’s third occasion integrations are second to none—its Market presents up over 2,400 add-ons for extending the platform’s capabilities. ServiceNow additionally presents a plethora of integrations—each included and custom-built—through its web site.
ServiceNow
Jira Service Desk
5/5
5/5
8. Firms that Use It
JIRA is utilized by lots of the world’s main enterprises: Twitter, Sotheby’s, Spotify, BlackRock, and Splunk, amongst others. Equally standard among the many enterprise elite, ServiceNow counts AstraZeneca, Envision Healthcare, Equinix, GE Capital, and Normal Life as a few of its marquee clients.
ServiceNow
Jira Service Desk
5/5
5/5
9. Studying Curve
ServiceNow is extra enterprise-oriented and centered round ITIL, whereas JIRA was designed to be accessible by IT professionals from all group varieties. Subsequently, Service Desk has a extra reasonable studying curve in retailer for the common IT skilled when in comparison with ServiceNow.
ServiceNow
Jira Service Desk
4/5
4/5
10. Safety Ranking
ServiceNow scores a median safety ranking of 760 and Atlassian scores a 722.
Scoreboard and Abstract
ServiceNow
Jira Service Desk
Functionality set
4/5
3/5
Ease of use
3/5
4/5
Group assist
4/5
4/5
Launch charge
4/5
4/5
Pricing and assist
4/5
5/5
API and extensibility
5/5
5/5
third occasion integrations
5/5
5/5
Firms that use it
5/5
5/5
Studying curve
4/5
4/5
Safety ranking
706
722
Complete
4.2/5
4.3/5
For smaller IT outlets with restricted wants/necessities, JIRA Service Desk is a secure guess, particularly for the reason that platform may be simply scaled up and expanded to assist extra customers and options. Organizations searching for a extra structured ITSM and ITIL-focused resolution might go for ServiceNow’s enterprise service administration platform as a substitute. Each platforms excel of their integration capabilities, so both resolution can readily dovetail into an setting the place disparate instruments are getting used.
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