Head-to-head · ITSM Software
ServiceNow ITSM vs Jira
ServiceNow ITSM leads on 0 checks, Jira on 1, and 0 are even. Who comes out ahead on the 1 yes/no, price and count check where we have data for both products. The editor score weighs everything else too.
Our verdict
- Highest scoreServiceNow ITSM · 9.4/10
- Free planonly Jira
- Free trialonly Jira
ServiceNow ITSM scores higher on our rubric for itsm software: 9.4 against 8.5 out of 10; our editors rank them #1 and #8.
Jira offers free plan; ServiceNow ITSM doesn't.
ServiceNow ITSM is the better fit for large organizations needing broad ITSM and incident response. Jira is the better fit for teams that need flexible work tracking more than full ITSM.
- ServiceNow ITSM fits best
Large organizations needing broad ITSM and incident response
- Jira fits best
Teams that need flexible work tracking more than full ITSM
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Side by side
| Feature | ServiceNow ITSM 9.4/10 Visit ↗ | Jira 8.5/10 Visit ↗ |
|---|---|---|
| At a glance | ||
| Editor score | 9.4 | 8.5 |
| Ranking | #1 in ITSM Software | #8 in ITSM Software |
| Best for | Large organizations needing broad ITSM and incident response | Teams that need flexible work tracking more than full ITSM |
| Pricing model | Paid | Free plan + paid |
| Starting price | — | $7.91/user/mo |
| Free plan | — | ✓ (best) |
| Free trial | — | 7 days |
| Deployment | Cloud, Mobile | Cloud, Self-hosted, Mobile |
| Platforms | Web, iOS, Android | Web, iOS, Android |
| Support | Docs | Community, Phone, Tickets, Docs · 24/7 |
| Built for | Mid-market, Enterprise | Small business, Mid-market, Enterprise |
| Features ServiceNow ITSM 0/5 · Jira 0/5 | ||
| Incident management | Not checked yet | Not checked yet |
| Change management | Not checked yet | Not checked yet |
| IT asset management | Not checked yet | Not checked yet |
| Workflow automation | Not checked yet | Not checked yet |
| Knowledge base | Not checked yet | Not checked yet |
| Specs | ||
| Deployment | Not checked yet | Not checked yet |
| Our review | ||
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| Cons |
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| Our verdict | ServiceNow ITSM is a cloud-based platform for IT teams managing incidents, service requests, changes, problems, assets, and configuration data in shared workflows. It is aimed at mid-market and enterprise organizations that need… Read the review → |
Jira is Atlassian’s project and work-management platform, designed for software, product, marketing, operations, and other teams that need to plan and track work. Its configurable workflows, forms, and multiple views suit teams that want… Read the review → |
Strengths and trade-offs
ServiceNow ITSM — where it wins
- Major incident workflows with escalations and stakeholder communications
- On-call schedules, roster rotations, and escalation notifications
- Post-incident reports plus AI-assisted summaries and suggested solutions
Where it doesn't
- Plan pricing requires contacting ServiceNow sales
- On-call and major incident features start with ITSM Advanced
- Support channels listed are limited to documentation
Jira — where it wins
- Boards, timelines, calendars, lists, and summaries support varied planning styles
- Custom workflows, automation, and built-in time tracking
- Free plan includes core views and supports up to 10 users
Where it doesn't
- Feature emphasis is general work tracking, not core ITSM service management
- Free plan limits teams to 10 users and 2 GB of storage
- Paid plans add per-user costs for expanded controls and capabilities
- ServiceNow ITSM9.4/10 · Pricing on request
A broad, quote-based ITSM platform for organizations coordinating incidents and service workflows.
Visit ServiceNowFull verdict → - Jira8.5/10 · Free plan · 7-day trial
A capable work tracker, but not a full ITSM tool for service operations.
Visit JiraFull verdict →
More comparisons
All ITSM software comparisons → · Full ranking →
Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
Last updated · How we research and update