Jira Service Management vs ServiceNow
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Jira Service Management offers more features (61 vs 40) and fewer integrations (11 vs 26). Starting price: Jira Service Management at $20/mo vs ServiceNow at $65/mo. Jira Service Management has 55 unique features while ServiceNow has 34 unique features, with 6 features in common.
| Jira Service Management | ServiceNow | |
|---|---|---|
| Category | IT Service Management | IT Service Management |
| Total Features | 61 | 40 |
| AI-Powered Features | 10 | 17 |
| Starting Price | $20/mo | $65/mo |
| Pricing Tiers | 4 | 3 |
| Integrations | 11 | 26 |
| Shared Features | 6 | |
| Shared Integrations | 3 | |
| Data Quality | 95% | 70% |
Feature Comparison by Category
AI (6 vs 0)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| 24/7 Self-Service AI Teammates | ||
| AI-Powered Request Triage | ||
| AI-Powered Virtual Service Agent | ||
| Rovo Agents | ||
| Rovo Search and Chat | ||
| Smart Context with Teamwork Graph |
AI & Analytics (0 vs 3)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Now Intelligence | ||
| Predictive Intelligence | ||
| ServiceNow AI |
AI & Automation (0 vs 1)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Virtual Agent |
AIOps (4 vs 0)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| AI Incident Creation | ||
| AI Post-Incident Reviews | ||
| AI Risk Assessment | ||
| Alert Grouping |
Administration (2 vs 0)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Advanced Admin Controls | ||
| Multiple Sites |
Analytics (2 vs 2)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Atlassian Analytics and Data Lake | ||
| Cross-product Insights | ||
| Performance Analytics | ||
| Process Mining |
Asset Management (4 vs 0)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Asset and Configuration Management | ||
| Asset and Service Repository | ||
| Service Dependency Management | ||
| Service Registry |
Automation (1 vs 2)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Robotic Process Automation (RPA) | ||
| Unlimited Automations | ||
| Workflow Automation |
Change Management (5 vs 0)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Change Calendar | ||
| Change Management Configuration | ||
| Change Risk Assessment | ||
| Deployment Gating with CI/CD Tools | ||
| Deployment Tracking |
Collaboration (1 vs 0)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Dev and Ops Collaboration |
Communication (2 vs 0)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Status Pages | ||
| Unlimited Email Notifications |
Core ITSM (6 vs 0)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Asset Management | ||
| Change Management | ||
| Configuration Management | ||
| Incident Management | ||
| Problem Management | ||
| Request Management |
Customer Service (0 vs 1)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Customer Service Management |
Data Management (1 vs 0)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Alert Data Retention |
Feedback (0 vs 1)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Survey Management |
Field Service (0 vs 2)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Field Service Management | ||
| Territory Management |
Financial Management (0 vs 1)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| IT Financial Management |
Governance (0 vs 1)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Compliance and Governance |
HR Services (0 vs 1)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Employee Service Management |
IT Operations (0 vs 11)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Asset Management | ||
| Business Service Mapping | ||
| Change Management | ||
| Configuration Management Database (CMDB) | ||
| Discovery and Service Mapping | ||
| Event Management | ||
| IT Operations Management | ||
| IT Service Management (ITSM) | ||
| Incident Management | ||
| Problem Management | ||
| Release Management |
Incident Management (9 vs 0)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Active Incident Monitoring | ||
| Advanced Incident and Problem Management | ||
| Alert Notifications and Routing | ||
| Alerts and On-Call Schedules | ||
| Incident Stakeholder Communication | ||
| Incident Template | ||
| Major Incident Escalation | ||
| On-Call Schedule Management | ||
| Real-time Incident Monitoring |
Integration (5 vs 1)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| 1,000+ Marketplace Apps and Integrations | ||
| API and Integrations | ||
| Chat Integration | ||
| Integrations for ChatOps and Monitoring | ||
| Link Requests to Jira Issues | ||
| Rich APIs |
Knowledge (0 vs 1)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Knowledge Management |
Knowledge Management (3 vs 0)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Custom-Branded Help Center | ||
| Embedded Knowledge Base | ||
| Multiple Help Centers |
Localization (1 vs 0)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Multi-language Support |
Mobile (1 vs 1)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Mobile App |
Platform (1 vs 1)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| App Engine | ||
| Service Collection |
Procurement (0 vs 2)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Contract Lifecycle Management | ||
| Procurement |
Project Management (0 vs 1)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Project Portfolio Management |
Quality (0 vs 1)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Quality Management |
Reporting (1 vs 0)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Default and Customizable Reports |
Request Management (2 vs 0)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Customizable Forms and Workflows | ||
| Multi-channel Support |
Risk Management (0 vs 1)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Vendor Risk Management |
Security (3 vs 1)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Audit Logs | ||
| Enterprise-grade Identity and Access Management | ||
| Multi-region Data Residency | ||
| Security Operations Center (SOC) |
Service Delivery (0 vs 4)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| Demand Management | ||
| Request Management | ||
| Service Catalog | ||
| Service Health |
Templates (1 vs 0)
| Feature | Jira Service Management | ServiceNow |
|---|---|---|
| ESM Templates |
Unique Features
Only in Jira Service Management (55)
Advanced Admin Controls
Multiple Sites
24/7 Self-Service AI Teammates
AI-Powered Request Triage
AI-Powered Virtual Service Agent
Rovo Agents
Rovo Search and Chat
Smart Context with Teamwork Graph
AI Incident Creation
AI Post-Incident Reviews
AI Risk Assessment
Alert Grouping
Atlassian Analytics and Data Lake
Cross-product Insights
Asset and Configuration Management
Asset and Service Repository
Service Dependency Management
Service Registry
Unlimited Automations
Change Calendar
+ 35 more unique features
Only in ServiceNow (34)
Now Intelligence
Predictive Intelligence
ServiceNow AI
Virtual Agent
Performance Analytics
Process Mining
Robotic Process Automation (RPA)
Workflow Automation
Customer Service Management
Survey Management
Field Service Management
Territory Management
IT Financial Management
Compliance and Governance
Employee Service Management
API and Integrations
Business Service Mapping
Configuration Management Database (CMDB)
Discovery and Service Mapping
Event Management
+ 14 more unique features
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