In this blog post, we discuss how Atlassian’s Jira Service Management (JSM) stacks up against Cherwell Service Management (CSM).
Choosing a new IT Service Management tool is a time-consuming and costly activity. You need to get it right the first time, as selecting the wrong tool will inevitably cause your organisation significant issues. That’s why Clearvision is here to help.
How Cherwell Service Management stacks up
Cherwell launched its flagship product Cherwell Service Management (CSM) in 2007. According to Gartner, CSM is an intermediate-to-advanced ITSM tool suited for midsize-to-large IT organisations. Its simple visual workflow creation tool requires minimal scripting and makes setting up automated workflows easy and it is available for both on-premise and SaaS. Despite this, Cherwell can be slow to release improvements. For example, as the product began as a desktop experience, the web client can feel like a last-minute decision. To some, the web portal is dated, lacks responsive design, and can be slow. One customer said, “It looks like it’s from 20 years ago.” As well as this, customers will need to rely on app vendors for advanced ITOM, virtual support, live chat, AI, and collaboration capabilities to build a more powerful solution.
Jira Service Management takes a more modern and innovative approach
Thanks to easily configured automations, your agents can prioritise and resolve requests faster. Atlassian has been actively identifying core areas in the ITSM solution to update and enhance its capabilities, offering teams what they need out-of-the-box, with the flexibility to add the best Marketplace apps. While Cherwell offers a large selection of advanced features through a catalogue of add-ons (mApp) and third-party integrations, Atlassian provides over 800 plug-and-play apps to extend Jira Service Management to fit any use case – which is 4X the amount of Cherwell integrations.*
Keep work visible and collaborative
JSM is designed with both IT and Dev teams in mind, providing streamlined requests and change management processes. This allows teams to make change requests without complex approvals and link incidents to problems in one click. With CSM, siloed tools between development and IT Operations result in context switching, lack of visibility, and decelerated work. Integrations between Jira Software and Cherwell tend to be weaker and cumbersome to manage, whereas tight integrations between Jira Software and Jira Service Management mean seamless and accelerated workflows between Dev and IT.
On top of this, an intuitive portal in Jira Service Management makes it effortless for customers to ask for help while the simple UI makes it easy for teams to use. And with easily configured automations, your team can prioritise and resolve requests faster! In comparison, Cherwell’s knowledge base lacks basic capabilities, such as rich documentation or linking directly to an article from the portal, costing teams more time and effort.
To conclude JSM vs. CSM
Jira Service Management provides a rich and collaborative service desk, modern incident management, and change management built for the DevOps era. For more information on ITSM and Jira Service Management, and to learn how to get the most out of your service desk environment, contact Clearvision about our ITSM solutions today.
*Information effective November 2020. Cherwell pricing is based on a starting list price of $150/user/month. Pricing does not reflect any discounts from Cherwell.