Managed Services are becoming more popular than ever before. Companies are spending more money on them than ever before. There are many different types of managed services available today. Some companies use Jira Service Management or ServiceNow as an alternative to outsourcing. Others use them to manage their internal IT departments. Still, others use them to provide clients with better customer service.
Table of Contents
Why Do You Need IT Management Software?
ITSM platforms are designed to help companies improve their IT operations by providing them with an integrated solution for managing their entire IT infrastructure. This includes everything from managing servers, networks, applications, and data centers. Companies use these platforms to streamline their business processes, improve efficiency, and reduce costs.
Jira and ServiceNow deliver a set of solutions to help the backend support succeed in managing ticketing and issue tracking systems. Some companies apply these service desk solutions as a catalog of service offerings delivered by their IT service provider. To help you choose the most appropriate ITSM solution, this Jira and ServiceNow overview from an IT-managed service provider’s point of view.
A Quick ServiceNow Review
ServiceNow is an online software as a service (SaaS) provider. It offers cloud-based solutions for business management, customer relationship management, human resources, financials, marketing, sales, and more. It also offers mobile apps for smartphones and tablets.
Reviewing Jira Service Management
Atlassian JIRA is an issue tracker used by developers to manage bugs and other issues related to software development. It was originally developed by Fog Creek Software. In 2004, Fog Creek sold the product to Atlassian Corporation. Since then, Atlassian JIRA has been rebranded as Jira Software.
Jira vs ServiceNow Pricing Check-up
| ServiceNow is an application platform that provides cloud services. Their consulting services are available to help companies implement their software. | Jira Service Management offers limited access at $20 per agent on a monthly billing cycle. You can get full access to the site to $40 per month. |
| Request a Demo | 7-day trial for up 5K agents |
| No information on that point | Free but limited features of a small team (up to 3 agents) |
Jira Service Management delivers a quite transparent pricing tag that explains in detail how much would it cost you per seat. Despite the size or industry the company is working in, this approach resonates with many businesses and attracts them to invest in Jira software.
To get your ServiceNow price, you should contact the vendor and discuss your needs. Then you can schedule a product demo to see what ServiceNow offers you and consider if this meets your demands or not. That’s a widespread tactic – offer solutions to customers’ pain points, but reviews found on the review platforms like G2, Gartner, etc. reveal that the cost might be higher than you’d expect.
Customer Support Offered by Vendors Matters a Lot
Each vendor addresses issues differently. Some provide a single point of contact for all issues, while others offer separate points of contact for different types of issues. Some vendors require users to submit tickets before contacting support, while others allow users to do so directly. Some vendors require users who want help to wait until an agent is available, while others make agents available 24/7.
How Do ServiceNow and Jira Service Management Provide It?
| ServiceNow | Jira Service Management | |
| The higher cost and associated expenses are softened somewhat by the fact that the service provides 24/7 technician support. Access to the latest documentation and the ability to discuss issues with experts are also provided. | Jira’s support includes user access to the documentation, a community forum, and bug reports. | |
| Pros | Web/Email Access
24/7 phone support |
Free support
Covers all customers of all products |
| Cons | Paid dedicated support | Paid support for complex projects |
What About the Ease of Use?
Managed Services Providers (MSPs) are companies that provide IT support to businesses. These companies help manage the day-to-day operations of an organization’s IT systems. Outsourcing these tasks to an MSP allows business owners to focus on other aspects of their company while leaving the technical details to the experts.
| ServiceNow | Jira Service Management | |
| Ease of use is an important category in this review. ServiceNow is ranked lower than Jira because of its steep learning curve and difficult-to-navigation user interface. Smaller companies may find it hard to adopt the software. | Small business owners can easily set up their websites using the portal. The portal is easy-to-use and accessible. However, the need to integrate a third-party IDE to create code breaks the immersive illusion of an integrated solution that can be collaborative. | |
| Pros | Visual coding environment
UI focused on enterprise customers |
Short learning curve
Interactive UI |
| Cons | Long learning curve
Difficult to upgrade Less accessible for small organizations |
No integrated coding environment |
JIRA is a great tool for managing projects. It’s easy to learn and use. It’s also very flexible. You can create your own workflow or add plugins to extend functionality.
ServiceNow is more suited for large enterprises. It’s designed for IT departments and other large organizations.
ServiceNow vs Jira Service Management: Deployment Question
A platform is necessary for deployment. So the product developer must decide whether their product will be solely cloud-based or if it will also support premise-based installations.
| ServiceNow | Jira Service Management | |
| Considering the reviews of people who stated themself as ServiceNow users, the deployment process misses the mark and could be enhanced. Aside from the longer time required for deployment, some users forget that it is a cloud-based solution and the offline functionality mightn’t be offered nny a vendor. | JIRA is an agile project management tool that helps teams collaborate effectively. It provides a flexible environment for development teams to work together. It also offers a variety of features such as issue tracking, task management, time tracking, code review, wiki, etc. | |
| Pros | Easy and fast deployment of Jira cloud
Easy to upgrade and maintain |
|
| Cons | Needs 4+ months to go live
Works in cloud-based. Doesn’t work offline |
SaaS and on-premise infrastructure are available – but those are separate services that don’t work interchangeably |
Jira is more flexible than ServiceNow. It allows you to deploy quickly and easily. You can also maintain your JIRA instance without IT help. This means that JIRA is better suited for rapid development cycles.
What Are User Roles in Jira Service Management and ServiceNow?
Jira allows you to assign permissions to your users based on their role – Administrators, Developers, and Users – in a project. This helps you manage who gets what information. Each role has different access levels.
Base system roles can be assigned to users by administrators. There are more than eighty default roles that can be used. Each role has a specific function and access levels that allow them to perform certain tasks. Product owners can assign roles to users to create layers of access.
Jira Service Management vs ServiceNow: Who is the Overall Winner?
Jira Service Management is a powerful ITSM tool. It provides many features such as ticketing, reporting, and workflow automation. It also allows users to manage projects and tasks and is easy to deploy and use. Businesses should consider the ServiceNow alternative to improve their IT managed services clients.
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