Jira Service Desk and ServiceNow, both offer a number of qualities, providing customers with advanced high-availability architecture and redundancy, but of course they have their differences.
You could always go with self-proclaimed “third biggest SaaS company on the planet” ServiceNow, who’ve been running since 2004, offering complete ITSM/ITIL capabilities, with a customer base of 3,300+ worldwide.
Or, you could opt for the more in-date JSD solution created in 2013, and join the 25,000+ customers worldwide who benefit from 1,800+ Atlassian Marketplace apps, offering a highly configurable, flexible, and powerful admin interface to support IT teams and the way they work.
If you're new to this, it’s a tough choice, but one that’s sure to be made by the time you’ve finished reading this article.
If you’re looking for an all-in-one solution, Jira Service Desk’s your man, allowing you to filter, ticket, report and make use of dashboards and more, all in one place. With 600+ extensions, users can enjoy business templates in a heartbeat; it’s no wonder a number of IT teams have chosen to make the switch from ServiceNow to JSD.
Especially when you consider the third-party costs that many organisations who’ve opted for the ServiceNow solutions have to make. This is down to customers who need business-value-based reporting; spending more, isn’t something businesses should be expected to do. Is this a small price to pay? Or an unreasonable ask, for the basic reporting and dashboard capabilities that ServiceNow has to offer.
For modules specific to service desks think, (change, social chat and live, service level, incident and problem, CMDB, service portfolio, service catalog and request), ServiceNow has it all. But for features considered ‘more important’ by most, (great service level agreement, permissions, queues, reports, request types, workflow, roles and more), it’s Jira Service Desk all the way.
Talk to me about implementation
It doesn’t matter if you have 5,000 agent instances or 1, you can implement JSD on your own with simple configuration and management. There’s no need for expert assistance in the kick-starting phase, and you can expect an average implementation time of 6 weeks.
ServiceNow, has an average implementation time of four and a half months! And in the absence of developers (and in-house capabilities), some companies struggle to cope with the configuration, occasionally having to seek and pay for help from third-parties. For customers with fewer than 35 agents, ServiceNow requires them to have a partner-delivered solution.
There’s still one big question we’ve not yet answered...
What’s it going to cost me?
Well for Jira Service Desk, cost is based on the total number of agents there are, not users. You’re looking at $20 per agent, per month and that’s with a Cloud subscription.
With 200 apps from 118 partners, ServiceNow, lists their license fee at $100 per agent, per month. Set-up is also around 30% of the total license cost, and while this is significantly higher than JSD, one would expect the not-so-modern user interface to be more intuitive. Unfortunately this isn’t the case, as users reading this will be all-too-familiar with the chaotic arrangement of options, menus and submenus.
You can get up to three agents for $10 (starting price per year) with Jira Service Desk, and for an unlimited license (for up to 250+ agents), you’re looking at a reasonable $49,500. Remember, your paying for a high-end, modern solution that features sleek icons and natural language, translatable to anyone, including non-technical end-users.
The choice is yours.
We can’t make the decision for you, but we’d love to help! If you’re looking for a service desk solution, give us a call to find out what we have to offer.