A decision-making aid for your switch

The decision to switch from a platform like ServiceNow to Jira Service Management (JSM ) can be challenging. Both market-leading software packages offer comprehensive solutions for IT service management (ITSM), but they differ in several key respects. This article will help you understand the differences and recognize the benefits of switching to Jira Service Management.

Overview and main functions

ServiceNow is known for its ITSM functionalities, which are aligned with ITIL processes (Information Technology Infrastructure Library). It offers modules for incident, problem, change and configuration management as well as IT asset management and service level management. The platform is versatile, but is often criticized for its complexity in implementation and use. Especially for companies that do not have extensive IT resources, the changeover and long-term use poses a problem, as ServiceNow was developed specifically for large companies.

Jira Service Management von Atlassian

Jira Service Management, on the other hand, integrates seamlessly into the existing Jira environment and is designed to be user-friendly. It offers a variety of features that support IT and even non-IT teams. This also includes incident, problem and change management, service request management and asset management. Particularly noteworthy is the simple customization and quick implementation, which is possible to a certain extent without extensive IT knowledge.

Comparison of Jira Service Management vs. ServiceNow

User-friendliness and learning curve

One advantage of Jira Service Management that is emphasized time and again is its user-friendliness. The entire interface is intuitive and easy to use, which makes familiarization much easier. In contrast, ServiceNow can quickly drive new users to despair due to its complexity and scope. Employees often have to complete very specific training courses in order to be able to use the platform efficiently.

The JSM user interface is not only user-friendly, but also flexible and customizable. This enables the teams to modify and adapt their workflows and processes during their lunch break if necessary. Even without in-depth technical knowledge, ITSM teams can modify their user interface to their heart’s content after implementation. Although ServiceNow also offers customization options, these are often more complex and require specialist knowledge, which the provider is happy to pay well for.

Vergleich von Jira Service Management und ServiceNow

Implementation time and costs

The implementation of Jira Service Management is generally faster and more cost-effective than with ServiceNow. While a basic implementation of JSM takes on average around 1.57 months, the implementation of ServiceNow can take up to 5.19 months. This difference is mainly due to the complexity and the confusing customization options of ServiceNow.

The cost structure also speaks in favor of Jira Service Management. JSM offers transparent and easy-to-understand price plans that are generally more favorable than those of ServiceNow. Jira Service Management also offers a free version for small teams, while ServiceNow quickly incurs very high license costs for larger companies.

The running costs for maintenance and support are also lower with JSM. ServiceNow often requires expensive upgrades and regular maintenance to keep the platform up to date and ensure its performance. In contrast, JSM offers you regular updates and improvements that can be integrated at no additional cost, reducing the total cost of ownership.

Integration and scalability

Jira Service Management is characterized by its seamless integration with other Atlassian products such as Jira Software and Bitbucket, which is particularly appreciated by development and IT operations teams. This integration enables teams to standardize their work processes in such a way that they ultimately work together much more efficiently. ServiceNow also offers integration options, but these are also of a rather complex nature and lose their advantage at the latest due to the effort that is required during implementation.

In terms of scalability, Jira Service Management offers flexible customization options and a variety of marketplace apps that are continuously being developed. ServiceNow is certainly scalable, but is often criticized by users for its overly rigid architecture. In some cases, this is a hindrance, meaning that you first have to take three steps back in order to move one step forward. JSM supports the rapid setup of new service desks and the customization of workflows for various teams, including HR, marketing and even facility management. This flexibility makes JSM an ideal solution for growing organizations looking to expand and adapt their ITSM practices to participate in growing markets.

Automation and AI functions

Jira Service Management offers powerful automation features that help reduce manual work and accelerate IT service delivery. This includes the automation of repetitive tasks, the integration of chatbots for initial contact with users and the automation of escalation processes. Jira is also planning to introduce extended AI functions to further increase efficiency, which is evidence of the provider’s innovative spirit.

Application examples and success stories

At this point we have to address a prejudice. Namely that of the IT expert who only eats pizza. Because when even the Dominos pizza franchise uses JSM as its ITSM platform, there must be more to it than just good marketing.

"A look at application examples and success stories illustrates the advantages of Jira Service Management."

Joking aside, a look at application examples and success stories from companies that have switched to Jira Service Management illustrates the practical benefits of the platform. Many companies report faster implementation time, lower operating costs and higher user satisfaction after switching from ServiceNow to JSM.

One example is Saint-Gobain, which has successfully migrated its IT and support operations to JSM, resulting in improved collaboration between teams and faster problem resolution. Industry leaders such as Ginkgo Bioworks and engie also report massive savings and a significant improvement in ROI since using JSM.

Support and community

Another advantage of Jira Service Management is the strong and daily active community. Atlassian, the company behind JSM, offers extensive resources, training and support services to help users get started and use the platform. The community offers a variety of forums, tutorials and best practices to help users get the most out of their ITSM solution.

ServiceNow also offers some support services and trainingbut the cost of these services can be high. In addition, the community is not as broad as Atlassian’s, which can limit access to peer support and informal learning resources.

Conclusion: Why it's worth switching to Jira Service Management

We can’t say whether Dominos pizza tastes any better since the change. But objective figures and clear recommendations speak in favor of JSM as an ITSM platform.

In summary, Jira Service Management offers a more user-friendly and cost-efficient solution that can be implemented quickly and integrates seamlessly into existing Atlassian environments. This makes JSM particularly attractive for companies that want to optimize their ITSM processes while reducing costs and complexity.

The faster implementation time, lower operating costs and better user-friendliness of JSM are strong arguments for switching. Companies also benefit from the seamless integration with other Atlassian products and the flexibility that JSM offers to meet individual business requirements

Polygran makes the switch to Jira Service Management a breeze

For those looking to migrate from ServiceNow to Jira Service Management, our team offers comprehensive support in implementing and customizing the platform to your specific needs.

Discover how JSM will unite your IT and business teams and revolutionize your service delivery.

Book a free, no-obligation appointment today to find out more about the benefits of Jira Service Management and how we can help you make the switch.

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