Ivanti vs. ServiceNow vs. Jira Service Management. Leading ITSM tools comparison
Choosing the wrong IT Service Management (ITSM) tool can derail your entire IT strategy.
And it’s even more frustrating when you realize that simply picking the right tool could have saved you time, money, and headaches.
Let’s explore how Ivanti, ServiceNow, and Jira Service Management stack up so you can make the best choice for your organization.
Table of contents
- The importance of ITSM tools in modern organizations
- What is the difference between Jira Service Management, ServiceNow, and Ivanti?
- [Ivanti vs ServiceNow vs Jira Service Management] ITSM features comparison
- [Ivanti vs ServiceNow vs Jira Service Management] User interface and experience
- [Ivanti vs ServiceNow vs Jira Service Management] Implementation process
- [Ivanti vs ServiceNow vs Jira Service Management] Pricing structure
- [Ivanti vs ServiceNow vs Jira Service Management] Customer support and community
- [Ivanti vs ServiceNow vs Jira Service Management] Native and third-party integrations
- Why is ServiceNow so popular?
- Disadvantages of ServiceNow
- Why do people like the Ivanti tool?
- The most commonly mentioned weaknesses of the Ivanti tool
- Why do users choose Jira Service Management?
- The drawbacks of Jira Service Management
- Ivanti vs ServiceNow vs Jira Service Management. Which ITSM tool is right for you?
The importance of ITSM tools in modern organizations
ITSM tools are a must-have for modern organizations managing IT services. They help businesses improve their processes and service delivery. Choosing the right software supports companies in meeting customers’ expectations. This kind of reliability builds solid relations, trust, and loyalty. Moreover, using dedicated ITSM tools reduces short- and long-term costs.
Here’s why ITSM tools are so important:
- Improved efficiency. ITSM tools automate many IT tasks, saving time and resources.
- Better communication. Tools simplify communication between IT teams and end-users. It reduces misunderstandings and enables quick problem resolution.
- Increased visibility. ITSM tools provide a clear view of IT operations. It makes it easier to identify bottlenecks and areas for improvement.
- Better compliance: Many organizations must comply with industry regulations. ITSM tools can help ensure compliance by providing audit trails and documenting processes.
What should you look for while choosing the ITSM tool?
When selecting an ITSM tool, consider your organization’s specific needs. It includes the tool’s scalability, ease of use, and integration capabilities. Evaluate whether the tool can adapt to your organization’s growth. Check if your team will be able to learn and use it easily. Last, but not least verify if the tool connects with your existing systems.
Carefully consider these points. Only then can you choose an ITSM tool that matches your goals and supports IT operations.
What is the difference between Jira Service Management, ServiceNow, and Ivanti?
This section shows the differences between Jira Service Management, ServiceNow, and Ivanti Neurons. This will help you choose the best tool for your business.
[Ivanti vs ServiceNow vs Jira Service Management] ITSM features comparison
First, let’s dig into the specific features that all three tools provide for ITSM work categories.
Incident management
Let’s compare the incident management features of Jira Service Management, Ivanti, and ServiceNow. Focus on incident creation, prioritization, automating tasks in Jira, tracking, and integration.
Incident creation
Ivanti supports automated incident creation through many channels. It offers templates and workflows to simplify ticket creation. ServiceNow uses AI-powered categorization. It assigns incidents based on historical data. Jira Service Management provides flexible forms and API support for automated alerts. It also suggests knowledge-based articles during issue creation.
Incident prioritization
Ivanti prioritizes incidents by impact and urgency. It uses configurable SLA timers with built-in escalation. ServiceNow offers a priority matrix that adjusts with business rules. It sends automatic notifications for potential SLA breaches. Jira Service Management has a customizable SLA system. It allows visual tracking and automatic escalations to keep teams proactive.
Incident automation
Ivanti has pre-configured workflows to resolve common issues. It also provides AI recommendations for technicians. ServiceNow uses predictive intelligence, virtual agents, and an automation center. It reduces manual work for repetitive tasks. Jira Service Management offers automation rules and knowledge-based suggestions. It supports custom third-party automation via APIs and apps.
Tracking incidents to problems
All three tools have strong tracking and reporting features. Ivanti offers real-time tracking, advanced reporting, and root-cause analysis. ServiceNow has detailed dashboards and historical data. It helps trace incidents back to their causes. Jira Service Management uses Jira’s reporting to track incident performance. It allows linking incidents to problems, changes, and service requests.
Feature | Ivanti Neurons | ServiceNow | Jira Service Management |
---|---|---|---|
Incident Creation | - Multi-channel (email, chat, portal, phone) - Predefined templates for consistency - Custom workflows for automation | - Multi-channel (email, chat, phone, portal) - AI-powered categorization using historical data - Dynamic forms adjust based on inputs | - Multi-channel (email, portal, APIs) - Customizable forms for various scenarios - Integrated knowledge base articles during ticket creation for more accuracy |
Incident Categorization | - Categorization based on predefined workflows - Supports dynamic ticket routing based on category | - Predictive Intelligence categorizes incidents - AI helps with ticket assignments based on past patterns | - Custom fields for flexible categorization - Auto-suggests related incidents and articles based on categories |
Prioritization & SLA | - SLA management with timers and automated escalation - Prioritization based on impact and urgency - Configurable thresholds for escalation | - SLAs dynamically adjust based on priority and impact - Automated notifications for approaching SLA breaches - Priority matrix combines urgency and impact for prioritization | - Customizable SLA policies - Visual tracking with real-time countdowns for resolution - SLA breaches trigger notifications and escalations |
Automated Resolution & AI | - AI provides recommendations based on past incidents - Workflow automation for common issues - Self-healing scripts for specific issues | - Predictive Intelligence for resolving recurring incidents - Virtual agents for handling standard queries and incidents - Automation Center for complex workflows | - Automation rules for routing, categorization, and resolving incidents - Knowledge-based suggestions from Confluence - API integration for third-party automation tools |
Incident Tracking | - Real-time incident tracking via dashboards - Drill-down capability into incident details - Escalation triggers based on rules | - Centralized tracking in real-time via advanced dashboards - SLA compliance and performance metrics are highlighted - Linked incidents are tracked across problems and changes | - Incident tracking integrated with Jira’s issue tracking system - Linked incidents to problems, tasks, and change requests - Customizable dashboards with real-time metrics |
Incident Reporting | - Customizable reports on incident trends, SLA performance, and bottlenecks - Scheduled reports with automated delivery | - Advanced reporting tools with data analysis across historical incidents - Dashboards with KPIs, SLA breaches, and incident volume trends - Predictive reports for potential problem areas | - Customizable reporting tools using Jira’s native reporting - Incident trends, SLA reports, and issue linking metrics - Integration with external reporting tools for deeper insights |
Collaboration & Communication | - Threaded conversations within incidents - Integrates with Slack and Microsoft Teams for real-time updates - Internal/external comments | - Incident swarming for high-priority issues - Real-time chat and messaging integrations - Virtual war rooms for major incidents | - Incident collaboration through Slack/Teams integrations - Internal and external comments with @mentions - Incident notifications and status updates via multiple channels |
Mobile Accessibility | - Full mobile app with incident tracking, reporting, and escalation features | - Comprehensive mobile app with all incident management functionalities - Incident creation, tracking, and updates on the go | - JSM mobile app provides access to incident tracking, creation, and resolution - Real-time push notifications on updates and SLA breaches |
Problem Management Integration | - Incidents can be escalated to problem management automatically - Incident linking to problems for root cause analysis | - Incidents seamlessly linked to problems and changes - Unified workflows across incidents, problems, and changes - AI insights for automatic problem detection based on recurring incidents | - Full integration with Jira’s problem and change management - Customizable workflows linking incidents to problems and change requests - Full lifecycle tracking for incident-problem resolution |
Knowledge Management | - Contextual knowledge suggestions for users and technicians - Allows linking incidents to knowledge articles - Searchable knowledge base during ticket creation | - AI-driven suggestions for knowledge articles based on incident data - Users are provided with relevant knowledge articles before submitting tickets - Integrated knowledge management with proactive suggestions | - Full integration with Confluence for knowledge management - Suggests articles automatically during incident creation - Knowledge base accessible during incident resolution |
This detailed comparison offers deeper insights into how these tools handle incident management, helping you highlight specific advantages for your business.
Change management
Now, compare the change management features of Ivanti, ServiceNow, and Jira Service Management. Consider change request creation, approval workflows, risk assessment, automation, tracking, and integration.
Change request creation
Ivanti allows users to create change requests through forms with customizable fields. It also supports templates for recurring change types. ServiceNow offers a more advanced form system. They include dynamic fields based on the change type. The tool provides templates for standard changes as well. Jira Service Management gives you jira change request forms with flexible fields. The displayed fields can fit different change scenarios to match your team’s needs.
Change approval workflows
Ivanti supports customizable approval workflows. They let you define approval levels based on change type. ServiceNow offers a flexible approval process. It provides automated approvals for low-risk changes and multi-step approvals for complex ones. Jira Service Management also supports automated approval workflows. You can tailor them to the specific needs of the organization. Plus, if your team uses Jira Software, you can link changes to Jira tasks for execution.
Risk assessment & impact analysis
Ivanti includes basic risk assessment tools. They allow you to assess the impact of changes based on predefined criteria. It supports risk scoring and impact analysis through templates. ServiceNow assesses risk with AI-powered tools based on historical data and dependencies. It also offers predictive analysis to identify potential issues. Jira Service Management offers risk assessment features with dedicated plugins.
Change automation
Ivanti gives you workflow automation for repetitive change tasks. ServiceNow stands out with advanced automation capabilities. They include automated change approvals and post-change monitoring. Jira Service Management allows rule-based automation of change requests, approvals, and tasks. JSM also integrates with third-party automation tools via APIs.
Change tracking and reporting
Ivanti offers real-time tracking of changes through dashboards. They display approval status, risk level, and completion. ServiceNow gives you comprehensive tracking features with real-time reporting and historical data analysis. You can use it to spot trends in change success rates. Jira Service Management tracks changes through Jira’s issue-tracking system. The tool allows teams to link changes to other tasks, incidents, or problems. Just like its competitors, JSM provides customizable dashboards and reporting features.
Feature | Ivanti Neurons | ServiceNow | Jira Service Management |
---|---|---|---|
Change Request Creation | - Customizable forms with templates - Standard and emergency change requests | - Dynamic forms based on change type - Templates for standard changes | - Flexible forms with Jira workflow integration - Customizable fields for various change scenarios |
Approval Workflows | - Multi-step approval workflows - Configurable based on change type | - Flexible approval process - Automated approvals for low-risk changes - Multi-step approvals for complex changes | - Automated approval workflows - Linked to Jira tasks for easy tracking and execution |
Risk Assessment & Impact Analysis | - Basic risk assessment tools - Risk scoring and impact analysis through templates | - AI-powered risk assessment - Predictive analysis based on historical data and dependencies | - Integrated risk analysis using linked tasks and historical data - Risk scoring tools via integration |
Change Automation | - Workflow automation for notifications and approvals - Basic automation for change tasks | - Advanced automation, including risk assessment and post-change monitoring - Integration with orchestration tools | - Rule-based automation for change requests and approvals - Integration with third-party automation tools via APIs |
Tracking & Reporting | - Real-time tracking via dashboards - Monitoring of approval status, risk, and completion | - Detailed dashboards - Real-time reporting and historical data analysis for trends in change success rates | - Tracks changes through Jira’s issue tracking - Customizable dashboards for monitoring change performance |
Integration with ITSM Processes | - Integrates with incident, problem, and CMDB for configuration tracking | - Full ITSM suite integration (incident, problem, asset) - CMDB integration for impact analysis | - Integrated with Jira’s issue tracking system for unified workflows - Links to incidents, problems, and service requests |
This comparison highlights how Ivanti, ServiceNow, and Jira Service Management differ in their approach to change management. Each tool offers unique strengths in approval workflows, risk assessment, automation, and integration with other ITSM processes.
Request management
Let’s compare the request management in Ivanti, ServiceNow, and Jira Service Management.
Request creation
Ivanti allows users to create service requests through customizable forms and templates. It offers a self-service portal where users can browse available services. ServiceNow offers guided forms to simplify the request process. Jira Service Management gives you a customizable service request portal. It’s integrated with Jira workflows. This allows you to easily create requests and track them through the system.
Request approval
Ivanti supports flexible workflows. You can define many approval levels based on the type of service request. ServiceNow offers configurable approval workflows. The tool enables automation for simple requests. Jira Service Management provides automated approval workflows directly linked to Jira tasks. It supports keeping all approvals visible and trackable.
Request automation
Ivanti offers workflow automation for routine service requests. ServiceNow provides advanced automation, including auto-routing and resolution for common requests. It integrates with virtual agents and AI to resolve requests automatically. Jira Service Management offers rule-based automation for requests. The features include categorization, assignment, and resolution. You can also benefit from Jira’s extensive automation and third-party APIs.
Request reporting
Ivanti provides real-time tracking and dashboards to track the status of service requests. It offers detailed reporting to identify trends, bottlenecks, and request fulfillment rates. ServiceNow includes tracking features with detailed dashboards and reporting tools. Jira Service Management tracks service requests using Jira’s issue-tracking system. Your team gets reports with full visibility into request lifecycle and performance metrics.
Feature | Ivanti Neurons | ServiceNow | Jira Service Management |
---|---|---|---|
Request Creation | - Customizable forms and templates - Self-service portal for browsing services | - Dynamic service catalog - Guided forms based on user roles | - Customizable service request portal - Fully integrated with Jira workflows |
Approval Workflows | - Flexible approval workflows - Configurable based on request type | - Automated workflows for simple requests - Multi-level approvals for complex services | - Automated approval workflows - Linked to Jira tasks for easy tracking |
Request Automation | - Workflow automation for routine requests - Reduces manual handling for common tasks | - Advanced automation with auto-routing - AI and virtual agent integration for automatic resolution | - Rule-based automation for request assignment and resolution - Integration with Jira automation and third-party APIs |
Tracking & Reporting | - Real-time tracking and dashboards - Detailed reporting on request fulfillment and bottlenecks | - Detailed dashboards and real-time reporting - Reports on request fulfillment and customer satisfaction | - Tracks requests through Jira’s issue-tracking - Customizable dashboards for request lifecycle tracking |
This comparison highlights how the tools handle request management. Each choice has its pros and cons. The key is to focus on what your company needs to manage service requests efficiently.
Asset management
Now, it’s time for the asset management features of Ivanti, ServiceNow, and JSM. Let’s take a look:
Asset tracking
Ivanti offers a built-in asset management module. The module allows users to track both hardware and software assets. It provides real-time visibility into asset location, status, and usage. ServiceNow has a more advanced system with a configuration management database (CMDB). Jira Service Management integrates with asset management apps. By this it lets you track hardware, software, and other resources within Jira.
Asset automation
Ivanti automates common asset management tasks, like software license tracking and maintenance schedules. ServiceNow offers the whole workflow for asset maintenance. It updates asset records when changes occur. Jira Service Management gives users rule-based automation for asset tracking and updates. This ensures data is always current.
Asset auditing
Ivanti provides customizable reports for asset usage, software licenses, and hardware inventory. It also supports auditing to ensure compliance with software licensing and company policies. ServiceNow offers detailed reporting, including asset performance, trends, and cost tracking. Jira Service Management extended with a dedicated app offers flexible reporting. Thanks to this your team can track asset performance and compliance inside the tool.
Feature | Ivanti Neurons | ServiceNow | Jira Service Management |
---|---|---|---|
Asset Tracking | - Tracks hardware and software - Real-time visibility | - Tracks assets through CMDB - Tracks relationships between assets | - Tracks assets through apps - Customizable tracking for hardware and software |
Asset Lifecycle Management | - Manages lifecycle from purchase to disposal | - Tracks assets through their lifecycle - Automates workflows for procurement | - Supports lifecycle management through plugins - Automates workflows for acquisition and disposal |
Asset Automation | - Automates software license tracking and maintenance | - Automates asset updates and provisioning - Automatically updates records based on changes | - Rule-based automation for tracking and updates - Ensures accurate data through apps |
Reporting & Auditing | - Custom reports on asset usage - Audits for compliance | - Detailed reporting on performance and costs - Audits for policy compliance | - Flexible reports on performance and compliance - Helps with audits through plugins |
Integration with ITSM Processes | - Connects with incident, problem, and change management | - Links assets to incidents and changes through CMDB | - Links assets to Jira issues, incidents, and changes - Tracks dependencies through apps |
This simplified comparison highlights the main asset management features of the tools. Each one gives you strong tracking, lifecycle management, and automation features.
Self-service capabilities
This section examines the self-service capabilities of Ivanti, ServiceNow, and Jira Service Management.
Help Desks and Customer Portals
Ivanti offers a self-service portal where users can browse services and submit requests. The portal is simple to use and provides access to various service offerings. ServiceNow gives you a more advanced self-service portal. It includes a service catalog with personalized views based on user roles. Jira Service Management offers a customizable portal that integrates with Jira workflows. Users can submit requests, track progress, and find solutions through the same platform.
Knowledge management
Ivanti integrates a knowledge base into its self-service portal. Users can search for articles to resolve issues before submitting a request. ServiceNow excels with a powerful knowledge management system. It uses AI to suggest articles based on user questions or search queries. Jira Service Management links to Confluence for knowledge management. It suggests relevant articles when users submit requests or search the portal.
Automation & AI
Ivanti provides basic automation in the self-service portal. It allows common requests to be auto-resolved. ServiceNow stands out with its AI-driven virtual agents. They handle simple requests and guide users through the process without human intervention. Jira Service Management integrates automation with the portal. Rules can be set up to automate tasks like request routing, approval, and resolution. It makes the whole process much faster.
Customization options
Ivanti offers some options for the self-service portal. Users can change the layout and choose which services to display. ServiceNow gives teams a more customizable platform to tailor services to their needs. Jira Service Management also provides a flexible portal. You can match it to the organization’s branding and workflows. You also get full integration into Jira’s powerful backend systems.
Feature | Ivanti Neurons | ServiceNow | Jira Service Management |
---|---|---|---|
Service Portals | - Simple self-service portal - Browse services and submit requests | - Advanced portal with personalized views - Service catalog based on user roles | - Customizable portal - Integrated with Jira workflows |
Knowledge Management | - Integrated knowledge base - Users can search for articles before submitting requests | - Powerful AI-driven knowledge base - Suggests articles based on user input | - Linked with Confluence for knowledge management - Suggests relevant articles during request creation |
Request Tracking | - Real-time updates on request status | - Complete tracking with real-time updates - Customizable views for tracking requests | - Clear tracking of requests through the portal - Direct communication with support teams |
Automation & AI | - Basic automation for common request resolution and routing | - AI-powered virtual agents for automated request handling - Automation for common tasks | - Rule-based automation - Automates request routing, approval, and resolution |
Customization | - Limited customization of layout and services displayed | - Highly customizable portal - Tailor workflows, services, and layouts to fit user needs | - Flexible customization to match branding and workflows - Full integration with Jira’s backend |
As you can see, ServiceNow leads with AI-powered automation. At the same time, Jira Service Management is better in integration and flexibility. On the other hand, Ivanti provides a simple self-service portal with basic automation.
[Ivanti vs ServiceNow vs Jira Service Management] User interface and experience
Ivanti interface
Ivanti’s interface is clean but can feel a bit dated compared to other modern tools. Users often mention that it has a bit of a learning curve. It’s not as intuitive as some would like, especially for new users. However, once you get used to it, it’s straightforward to navigate. Teams appreciate customizations in this tool. They also mention that changes can be challenging without help from IT experts. The dashboard offers a clear overview of tasks and tickets. Some users feel that more visual elements, like graphs or charts, could improve it. Overall, Ivanti’s UI gets the job done, but it’s not the most modern or user-friendly.
ServiceNow interface
ServiceNow is known for its sleek, modern interface. Users often highlight its clean design and easy navigation. The platform is customizable, which is a big plus for many businesses. For some other users, the options make the interface feel overwhelming at first. ServiceNow offers many visual elements, like dashboards and graphs. The tool also provides search functionality.
Jira Service Management interface
Jira Service Management (JSM) has a familiar interface for Atlassian users. People mention it’s easy to navigate if you’re already in the Jira ecosystem. The interface is clean, with a focus on functionality. Teams appreciate customizing the layout and workflows to fit their specific needs.
Some beginners find the interface overwhelming due to the many features available. You can configure visual elements, like dashboards to display key metrics. To sum up, JSM offers a functional and easy-to-use experience. It’s recommended as a first choice especially for teams already using Jira ticketing system.
This comparison highlights how Ivanti, ServiceNow, and Jira Service Management differ in user interface and overall experience. ServiceNow stands out for its modern design and strong visual tools, while Jira Service Management shines for its ease of use within the Jira ecosystem.
[Ivanti vs ServiceNow vs Jira Service Management] Implementation process
Below, we’ll focus on how it is to set up each tool. You can take a look at common challenges and what users mention about the process.
Ivanti
People describe the implementation of Ivanti as straightforward but requires technical expertise. The tool can be set up quickly for basic use. It’s customizing it to fit specific business needs that take longer. Since Ivanti offers a lot of flexibility, getting the configurations right often requires support from Ivanti’s team. Many companies find that they need to invest time upfront in planning how they will use the system.
ServiceNow
ServiceNow has a reputation for being powerful but complex to install. Users mention that the tool offers many customization options. Unfortunately, this comes with a longer setup time. Implementing ServiceNow often requires expert knowledge. Many businesses hire consultants to do the job. However, once the system is up and running, most users find it worth the effort.
Jira Service Management
Jira Service Management (JSM) tends to have a smoother implementation process. Especially for teams already using other Atlassian products. Users often say that the setup is easier compared to other ITSM tools. It’s particularly because JSM integrates well with Jira and Confluence. However, for more complex setups, some technical expertise is still required.
Examples include creating advanced workflows or customizing the portal. Small to medium-sized companies often can configure JSM on their own. Larger organizations might need support. Overall, JSM offers a balance between ease of setup and flexibility. You can install it faster than ServiceNow but it still allows deep customization.
ServiceNow comes with a longer, more complex setup. Jira Service Management strikes a balance with easier setup for Jira users. Ivanti is relatively straightforward but requires technical knowledge to get the most out of the tool.
[Ivanti vs ServiceNow vs Jira Service Management] Pricing structure
Let’s compare the pricing of the tools. Each one offers different plans based on features, user count, and deployment type.
Ivanti
Ivanti’s pricing is not transparent and requires businesses to request a quote. The cost depends on the specific package chosen and whether the deployment is cloud-based or on-premise. Ivanti gives you several solution packages to meet different business needs. It can make the pricing more complex. Generally, Ivanti’s pricing can be high for businesses needing extensive ITSM features. Moreover, users often find the lack of a clear pricing structure a challenge.
- Custom Quotes Only. Pricing varies depending on the services required (e.g., ITSM, asset management, endpoint management).
- Bundled Services. Packages may include IT asset management, security, and IT service management. This can raise total costs.
ServiceNow
ServiceNow’s pricing can vary depending on the features and modules required. The typical entry-level price starts at around $100 per user per month for ITSM. This can increase significantly depending on customizations and additional features. ServiceNow is known for being one of the more expensive ITSM solutions on the market. It’s dedicated to large enterprises that need adjusting and extensive use of add-ons.
- Starting at $100 per user/month. A team of 10 agents could expect to pay around $1,000 per month, with higher costs for additional features.
- Custom Pricing for Enterprises. Large deployments depend on the number of modules and add-ons needed.
Jira Service Management
Jira Service Management offers a much more transparent and flexible pricing model. For cloud deployments, the Standard plan starts at $19,04 per agent per month for 4+ agents and the Premium plan starts at $47,82 per agent per month. There is also a free version for up to 3 agents. This is a great option for smaller teams or businesses that want to test the system. Jira Service Management’s pricing structure is straightforward. You get clear tiers based on the number of agents and features needed. This makes it easier for businesses to predict costs upfront.
- Free Plan. Available for up to 3 agents, ideal for small teams or startups.
- Standard Plan ($19,04 per agent/month). A team of 10 agents would pay around $200 per month, making it affordable for medium-sized teams.
- Premium Plan ($47,82 per agent/month). A team of 50 agents would pay $2,391 per month, which includes 24/7 support and advanced features, such as AI.
- Enterprise Plan is billed annually with custom pricing, depending on the teams’ needs.
Category | Ivanti Neurons | ServiceNow | Jira Service Management |
---|---|---|---|
Pricing Transparency | - Pricing depends on the package and deployment | - Starts around $100 per user/month - Prices rise with add-ons and customizations | - Transparent pricing - Starts at $20 per agent/month for Standard |
Base Pricing | - No publicly available base pricing | - Around $100 per user/month for ITSM features | - Free plan for up to 3 agents - $20 per agent/month for Standard, $45 for Premium |
Free Version | - No free version | - No free version | - Free for up to 3 agents |
Additional Costs | - Prices vary by features and service bundling | - Higher costs for additional modules and third-party integrations | - Scalable pricing based on plan choice and number of agents |
Best For | - Ideal for companies needing bundled services (IT asset management, security) | - Suited for large enterprises needing extensive IT and business management | - Great for teams of all sizes - Scalable from small teams to large enterprises |
In summary, Jira Service Management stands out for its clear pricing. This makes it a great option for small to large teams. ServiceNow offers many features, however, it can be expensive, making it better for large enterprises. Ivanti’s pricing is flexible but requires custom quotes. Because of this, it’s harder to predict its costs upfront.
[Ivanti vs ServiceNow vs Jira Service Management] Customer support and community
In this section, let’s look at how users feel about the support each tool offers.
Ivanti
Ivanti’s customer support receives mixed reviews. Some users appreciate the availability of support. Others feel the service can be slow, especially when dealing with complex issues. Ivanti offers various support channels, including email and phone support. It also provides a knowledge base for self-help. Teams mention that advanced issues need more time to resolve. The support experience can depend on the region or package the customer has. Ivanti has a community, but it’s smaller compared to ServiceNow and JSM. Many users rely on official support instead of the community for troubleshooting.
ServiceNow
ServiceNow offers extensive customer support, though its complexity can make support contact longer. The platform offers 24/7 global support, training, and documentation. Many users feel that ServiceNow’s premium support options are worth the investment. Especially when it comes to large organizations. The options include dedicated support representatives and managed services. Smaller teams feel that the support service doesn’t always justify the higher cost. ServiceNow also has a large, active community where users can share experiences. The community engages and teams see it as a valuable resource for troubleshooting.
Jira Service Management
ITSM teams value Jira Service Management for its community and support options. Atlassian provides 24/7 customer support for Premium and Enterprise customers. Standard users can access support during local business hours. The community around Jira Service Management is one of its biggest strengths. There is an active, global community of users.
People share knowledge through forums, user groups, and events like Atlassian’s Summit. Many users turn to the community first for help before reaching out to official support. Additionally, Atlassian University provides training and certifications. It helps users quickly get up to speed with the platform.
In summary, JSM stands out for its active community and strong support options. It makes it easier for users to get help. ServiceNow offers excellent support for larger organizations willing to invest in premium options. Ivanti provides reliable support but has a smaller community. It means users may rely more on official channels for help.
[Ivanti vs ServiceNow vs Jira Service Management] Native and third-party integrations
Sometimes you need some extra features beyond the native ones. This part of the article concentrates on how well each tool connects with other systems.
Ivanti
Ivanti integrates well with Microsoft tools like Active Directory and SCCM. It also offers connectors for IT asset management, security, and monitoring systems. However, users mention that integrating Ivanti with other business applications can be challenging. Moreover, the available integrations may not be as extensive as other platforms. Most advanced integrations often need custom development, which can be costly.
ServiceNow
ServiceNow has many native integrations, especially within the IT and business management space. It integrates with other tools in the Now Platform. It includes HR, customer service, and operations management. ServiceNow also connects with third-party systems like Salesforce, SAP, and Microsoft. It also connects with DevOps tools like Jenkins and GitHub. The ServiceNow Store offers around 350 third-party apps. While the platform supports integration, setting it up requires some IT knowledge.
Jira Service Management
Jira Service Management (JSM) is the strongest when it comes to third-party integrations. It has the Atlassian Marketplace, which offers over 5,000 apps and add-ons. JSM integrates natively with other Atlassian products like Jira Software, Confluence, and Bitbucket. This should make it the first choice for teams already using these tools. JSM also connects with development tools, chat apps like Slack, and IT tools like Opsgenie. Many of its integrations are easy to set up. This makes JSM a flexible platform. What’s more, Jira’s extensive API support allows for deep customization.
Why is ServiceNow so popular?
ServiceNow is a prominent player in the ITSM space because of several factors:
1. Comprehensive service management
ServiceNow is a versatile platform that helps businesses manage their IT, security, HR, and customer service. It automates routine tasks, which saves time and money in the long term. ServiceNow also helps businesses improve their overall productivity.
2. Scalability and flexibility
ServiceNow is a cloud-based platform, meaning teams can access it from anywhere. This makes it flexible and scalable so it can grow with your business. It’s perfect for large companies that need a solution that can handle a lot of data.
3. Quick implementation
ServiceNow is already set up when you start using it so you can get started quickly. You can also create your applications without needing a lot of coding. This makes it easy for different departments to create specific tools that work for them.
ServiceNow IT Service Management is easy to use and best in implementation for ITSM processes. It can be easy to integrate with other third-party applications. I’ve been using this daily for the past 5 years to provide better customer support service.
Review of ServiceNow from G2
All these make ServiceNow a great choice for businesses that want to work more efficiently.
Disadvantages of ServiceNow
ServiceNow, while valued for its capabilities, does have several disadvantages. Here are the most important ones that organizations should consider:
1. Complexity and steep learning curve
ServiceNow offers a wide range of features, which can make it complex for some users. It might take time to learn how to do simple things, and you might need to consult the documentation often. This can be challenging for smaller teams without a lot of IT support.
The licensing and cost model makes it a bit hard for small companies to adopt this tool. New users need some training as there is a slight learning curve.
Review of ServiceNow from G2
2. Lack of transparent pricing
ServiceNow doesn’t provide transparent pricing. You have to talk to a salesperson to get a price. It can lead to generating unexpected costs. This can be difficult for small businesses or businesses with limited budgets.
3. Over-customization risks
ServiceNow is very flexible, which can be good but also risky. If you change it too much, it can be hard to update and maintain later. This can make it difficult to keep using ServiceNow. So, it’s important to consider all the pros and cons before adding extra customization.
To sum up, it’s important to plan ahead when using ServiceNow. This will help you avoid potential challenges later on.
Why do people like the Ivanti tool?
Ivanti Neurons for ITSM offers several advantages. Let’s take a look at the most commonly mentioned ones:
1. Streamlined automation
Ivanti automates most of the ITSM processes. It supports productivity by reducing manual efforts. Automation helps companies save time and resources. It also allows IT teams to focus on more critical tasks rather than routine operations.
2. User-friendly interface
The platform features a drag-and-drop interface and role-based dashboards. It makes it accessible for users with varying levels of technical expertise. This ease of use simplifies quicker onboarding. It helps teams adapt to the system more efficiently compared to more complex tools like ServiceNow.
The platform is very basically laid out and fairly simple to understand. Modifying forms and lists is a simple task to accomplish while maintaining structure and relation to other objects. Integrating new objects to support IT business functions is also very easy.
Review of Ivanti for ITSM from G2
3. Flexibility and customization
Ivanti offers a high level of customization. It allows organizations to match the platform to their specific workflows and business needs. This is beneficial for businesses requiring a solution that can evolve as their operational demands change.
As you can see, Ivanti Neurons for ITSM automates tasks, is considered easy to use, and can be customized to fit your needs. This can make it a great choice for businesses that want to improve their IT service management.
The most commonly mentioned weaknesses of the Ivanti tool
Ivanti Neurons for ITSM, while offering many benefits, does have certain limitations. Organizations should consider them before making their final choice.
1. Cost and pricing transparency
Ivanti is generally more affordable than ServiceNow. However, its pricing structure can be opaque. It can make it difficult for potential users to estimate the total cost of ownership. This lack of transparency often discourages companies, especially smaller businesses. In contrast, Jira Service Management offers a clearer pricing model. This is appealing to many organizations.
2. Limited integration capabilities
Ivanti’s integration options are limited compared to both ServiceNow and Jira Service Management. Connecting with other tools takes more time and is complex. This could be a problem for businesses that regularly share data between applications.
Service requests and incidents aren’t connected to email. I used Cherwell at my last place if employment and I could add a Cherwell tag to my and email from a customer or new email and the communication would post on the incident. With ivanti, I need to enter a note for each communication through email which wastes time. Also, some processes aren’t intuitive such as workflows.
Review of Ivanti for ITSM from G2
3. Performance variability
Some users report that Ivanti can be slow compared to other solutions. This performance issue can affect user experience. This fact may be crucial in environments where speed and responsiveness are critical.
Ivanti Neurons is a strong contender. Nevertheless, companies should weigh the pros against the cons when choosing their platform.
Why do users choose Jira Service Management?
Users choose Jira Service Management (JSM) for several compelling reasons. Here are the key factors contributing to its popularity:
1. Efficient service delivery
Jira Service Management helps businesses manage their service requests. It helps capture, prioritize, and resolve tickets, which makes delivering support faster. By setting SLAs, businesses can ensure that agents handle requests on time. It improves customer satisfaction and keeps them loyal.
The software offers a centralized platform where service requests can be managed, prioritized, and assigned to the relevant team members. This ensures that requests are handled in a timely and efficient manner, which can help to improve customer satisfaction and reduce response times.
Review of Jira Sevice Management from G2
2. Cost-effectiveness
Jira Service Management offers a transparent pricing model. It’s also more affordable than many competitors, including ServiceNow. Users report significant cost savings. Some estimates suggest up to 80% lower ITSM expenses compared to other platforms. What’s more, JSM has self-service options, which help businesses reduce ticket backlog.
3. Seamless integration and collaboration
Jira Service Management works seamlessly with other Atlassian tools. This helps IT, development, and business teams work together better. Also, most teams don’t require initial training. The majority of users are already familiar with the Atlassian interface. This makes JSM a good choice for businesses that want to adapt quickly.
The drawbacks of Jira Service Management
JSM users face some disadvantages that can impact their experience with the platform. Here are the two most important ones:
1. Dependence on plugins for full functionality
Jira Service Management can be a powerful tool for improving ITSM. It provides dedicated Jira Service Management templates for this purpose. However, it often requires plugins to access certain features. This reliance on third-party add-ons can complicate the setup process.
While apps provide valuable functionalities, they also increase the overall cost of ownership. This can make Jira Service Management less straightforward to use than some competitors. This is why businesses should carefully evaluate their needs for plugins. It’s also important to research and choose well-supported apps, compatible with the rest of the system.
2. Navigation challenges
Some users find the interface of Jira Service Management complex due to its multifunctionality. This can make it hard for new teams or teams used to simpler software. It might also be hard to find the most commonly used features at first.
Businesses need to think carefully about their and their employees’ needs. This will help them decide if Jira Service Management is the right tool for them.
Ivanti vs ServiceNow vs Jira Service Management. Which ITSM tool is right for you?
Jira Service Management (JSM), Ivanti, and ServiceNow are top ITSM tools. Each one has different strengths. JSM is both affordable and flexible. This makes it perfect for teams of all sizes, including large enterprises. It integrates with Atlassian tools like Jira and Confluence. The tool’s scalability allows it to support complex workflows. JSM is a great choice for growing businesses or large organizations looking for an agile solution.
Ivanti is strong in IT asset and endpoint management. However, it has fewer integration options and a smaller community. It’s a good fit for businesses heavily relying on Microsoft tools.
ServiceNow is feature-rich and customizable, but also the most expensive and complex. It’s suited for enterprises needing advanced configurations, though its cost and steep learning curve can be a drawback.
In summary, JSM stands out as a great option for both small teams and large enterprises, thanks to its flexibility, strong integrations, and ability to scale with your business needs.
FAQ
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What is Jira Service Management vs Jira?
Jira Service Management (JSM) is an IT service management tool. It handles service requests, incidents, and support. Jira (Jira Software) is for project tracking and issue management for development teams. JSM adds service desk KPIs and ITSM functionality on top of Jira’s core project tracking features.
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Can Jira be used for Service Management?
Yes, Jira Service Management is designed for IT service management. It helps teams manage requests, incidents, and changes. It suits service teams and integrates seamlessly with other Atlassian tools.
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Is Jira Service Management worth IT?
Yes. Teams consider Jira Service Management affordable and effective. It offers strong customization, integrations, and ease of use. It’s particularly valuable for teams already using Jira Software.
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Which one is better, ServiceNow or Salesforce?
ServiceNow is better for IT service management and process automation. Salesforce is better for customer relationship management and sales. The choice depends on what would you like to focus on in your company.
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What is the difference between ITSM and ServiceNow?
ITSM refers to the set of processes and practices used to manage IT services. It includes, for example, incident management, change management, and service requests. ServiceNow is a platform that helps organizations deal with these processes.
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Is ServiceNow better than SAP?
ServiceNow is better for IT service management and process automation. SAP is more suited for enterprise resource planning (ERP) and business operations. The right tool depends on your business needs.
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What is ServiceNow?
ServiceNow is a cloud platform that helps businesses manage ITSM, operations, and workflows. It automates tasks and supports IT service management, HR, and other business functions.
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What is the Ivanti tool?
Ivanti is a platform that helps businesses with ITSM, security, and device management. It focuses on automating IT services and managing endpoints.
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Katarzyna Kornaga
Katarzyna is a Content Specialist, responsible for writing on the Deviniti blog. She values helpful, unique content where users can find answers to their questions. When not writing, you can find her walking her dog, Loki, flowing through Ashtanga yoga classes, or curled up with a good book at home.
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