Management systems for DevOps have grown in popularity in recent years as many organizations have brought software, IT and DevOps developers under one roof. Platforms such as Jira Service Management and ServiceNow allow companies to have a competitive advantage and manage customer support requests (internal and external), among other things, for better results. We will compare two of the big players in this field: ServiceNow and Jira Service Management, which combine the two tools and determine which is best for your organization.
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What is ServiceNow?
What is Jira Service Management?
ServiceNow vs. feature comparison. Jira Service Management
Common features of Jira vs. ServiceNow
Choosing between ServiceNow and Jira Service Management
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What is ServiceNow?
ServiceNow is an enterprise-focused toolkit that provides a one-stop shop for organizations to manage their IT infrastructure, developer operations, hardware and software procurement, internal and external customer management and more . It is extendable through APIs and third-party integration with other tools that your organization may include or use for other operational tasks.
What is Jira Service Management?
Jira Service Management is a tool that adds functionality to an existing Jira installation. This includes tracking customer requests and issues, configuration management, change management and knowledge management for public or internal customers. Because Jira Service Management is built on top of Jira, it is well integrated for organizations that already use other Atlassian products and services but can also be integrated with third-party tools to increase workflows in DevOps.
ServiceNow vs. feature comparison. Jira Service Management
| Features | Jira Service Management | Service Today |
|---|---|---|
| SLA Management | ✅ | ✅ |
| Deployment gating | Some plans | ✅ |
| IT procurement management | ⁇ | ✅ |
| On-call management | ✅ | ✅ |
| Heart rate monitoring | Some plans | ✅ |
| Deployment monitoring | ✅ | ✅ |
| Audit logs | Some plans | ✅ |
| Chat | ✅ | ✅ |
| Knowledge base and self -help | ✅ | ✅ |
Common features of Jira vs. ServiceNow
Collaboration
If you are already using Atlassian products, Jira’s Service Management solution will be correctly and seamlessly integrated into existing pipelines for ticketing and developer management. Incidents can easily be assigned to developers for further investigation without leaving the Atlassian ecosystem. However, if you use a ticketing system other than Jira, you will rely on third-party integrations to allow the flow of collaboration.
While ServiceNow deals with IT ticketing, it is less engaged in developer-level ticketing, so collaboration between IT/DevOps and development teams will be done with third-party integrations on GitHub Issues, Jira or other ticketing system that your organization may use.
Where Atlassian beats ServiceNow is by providing multiple tools for an organization to easily collaborate from code-level ticketing to customer-level ticketing, and everything in between.
Auditing, management and compliance
Both Jira and ServiceNow allow the use of audit logs for changes made and the ability to gate specific deployments until a specified number of approvers is reached. The only difference is that while these features are included for ServiceNow, Jira only offers some of these features on certain plans only.
ServiceNow prevents Jira because it includes automatic data collection and connections between multiple systems to ensure all management information is completed before deployments occur, and all of these features are included out of the box. .
Procurement management and monitoring
Asset acquisition and tracking is an important task in IT management. Jira Service Management only allows tracking of IT assets and does not offer built-in procurement management systems or self-service procurement. Jira allows general service requests that can be used for acquisition, asset management and tracking complete with serial number and warranty expiration information.
ServiceNow has a full-featured procurement system that allows organizations to build service catalogs, build procurement workflows, create and manage purchase orders and purchase orders, and flow of assets received that can be included in stock rooms when receiving assets from shipments.
In procurement, ServiceNow beats Jira, allowing for full procurement management, order tracking and customizable workflows.
Integration of HR and onboarding
Jira has features that can allow for onboarding, off-boarding and change requests for staff as well as facility, legal and customer service management templates that can be used to initiate tickets for IT employees and DevOps to accomplish. Integrations can be added to extend the functionality of these tickets or even automate some of the tasks.
ServiceNow can be integrated into supported HR systems to enable onboarding, off-boarding, background check, e-signature and tax form service features; however, you are required to use one of the supported platforms or have third-party system integration available.
Jira leads in this regard because it has built-in support for these task templates and can be integrated with other platforms, while ServiceNow relies on integrations with HR partners for HR-related tasks .
Community and customer focused
Both Jira and ServiceNow offer the ability to create knowledge bases that can facilitate self-service for internal and external customers, troubleshooting steps and general Q&A.
ServiceNow has processes for creating, categorizing, reviewing and approving articles. It integrates with Microsoft Word for authoring and provides knowledge base analytics so you know which issues are most difficult for your users.
Jira’s knowledge base is powered by Confluence, another documentation tool offered by Atlassian, which offers its own integrations that can allow for expansion through third-party platforms and services.
Integrations and automation
Both Jira and ServiceNow have API integrations that allow for enterprise custom applications to integrate into the two systems and perform tasks or integrate deeply with other services used by the organization, including but not limited to CI/CD, HR system, legal system, e-signature system and more.
Choosing between ServiceNow and Jira Service Management
ServiceNow offers solutions for more business-oriented organizations, and the user interface also suggests this. Many users may find the ServiceNow system confusing or difficult to navigate and may require training for setup and use. However, ServiceNow provides in -depth solutions not found on other platforms and detailed documentation to help your organization by integrating it into different workflows.
Jira Service Management is a more friendly solution compared to ServiceNow and integrates with Jira, the leading developer ticket solution, which is already used by many organizations in their day-to-day software development. Business users may already be familiar with how this system works, so it may require less training compared to ServiceNow.
If your organization is smaller and already uses Atlassian products for day-to-day operations, Jira Service Manager is the best solution because it integrates with existing solutions and can provide additional collaboration built in. .
Large organizations, especially businesses and those in need of more auditing, legal and HR functionality, would like to take a look at the offer from ServiceNow. It has a complete solution that, while training may be required, will give your organization more complete DevOps tools.