What is the key feature of ServiceNow that customers miss in Jira Service Management?

[Leo Diaz - Deiser]

In the battle between Jira Service Management and ServiceNow, I don't really find any feature in ServiceNow not available in JSM.

• 🥊 JSM is better in pricing 
• 🥊 JSM includes general ITSM processes, such as:
  • Change Management
  • Incident Management
  • Service Request Management
  • Knowledge Management
  • IT Asset Management
  • Problem Management
• 🥊 JSM is integrated by default with Jira
• 🥊 On-call and alert management integrated by default

So... 🤔 What is the reason for customers to choose ServiceNow?

[Joseph Chung Yin · Accepted solution]

@Leo Diaz - Deiser -

I would say it is all depend on each customer's env and possible current integration with their apps?

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Laura Holton _ACE Manchester_ · Accepted solution]

This is a great article @Leo Diaz - Deiser 🙌 I would also love to understand the drivers to choose ServiceNow over JSM. I may be bias but it seems a no brainer to choose JSM when you read this!

[Marcel Hager]

As someone who has been working and developing in ServiceNow for about 11 years now, I've been tasked with recreating some of the things that we have in JSM, and frankly it's much more difficult to customize JSM for specific use cases than ServiceNow.

JSM's interface is cluttered and not very intuitive compared to ServiceNow, and all of the various configuration options aren't centralized so you have to go hunt for them. Automations, workflows, and notifications are all much harder to configure beyond very basic configurations, and inbound email doesn't allow for customized scripted filtering and processing.

Overall, I'm sure JSM is a good tool, and it's got ServiceNow beat on pricing hands down, but if you need anything beyond basic configurations, I think a lot more effort and 3rd party tools would be required to make JSM even remotely comparable to ServiceNow.

[Dirk Ronsmans]

For me the main thing that ServiceNow has and is missing from JSM is their Flow Designer/Flows to design processes and subprocesses.

Sure we have Automation which has a trigger and an action/condition but there is no "flow" that has a state for a process.

You need to manage it thru subtasks or linked issues and you never have a clear visual view on where you are in the process. 

You either need to create all tasks at the start of the process and rely on the agent to do them in the right order or create them as you go with a bunch of automations.

For me this is the main thing i've been struggling for years which I found ServiceNow had an elegant solution for but just can't seem to find a way to mimic in JSM.

[Mariano Galán (atSistemas)]

IMO, JSM is the better option, but:

Some companies want all the ITIL processes out of the box.

Some companies prefer less flexibility in the tools.

Some companies requires ITIL certification for the ITSM tool.

[Nic Brough -Adaptavist-]

JSM has been ITIL certified for years - https://www.atlassian.com/blog/jira-service-desk/jira-service-desk-itil-certified

[Mariano Galán (atSistemas)]

I know it, but ITIL 3 and now it is suspended.

This is not important for me but it's for some companies ...

[Pedro Olmo]

You are absolutely right with your article @Leo Diaz - Deiser ;)