We performed a comparison between Cherwell Service Management and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The dashboard and the reporting functionality are the solution's most valuable features."
"The dashboard is very useful to get a quick overview of current tasks."
"The most valuable features are problem management and change management."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"All our activities are carried out in the one place."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"The initial setup is pretty easy."
"Great to be able to create customized forms."
"Useful for tracking issues with development."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"It makes the IT department more transparent and helps the employees."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"Developing processes is easy and user-friendly."
"The stability, specifically in the on-premises deployment model, could be improved."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Access is only available if we're on VPN."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"Generally requires the purchase of additional plugins."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"The performance in cloud service management could be improved."
"I don't think the program is very scalable."
"The documentation needs improving, it's difficult to find specific procedures."
Cherwell Service Management is ranked 13th in IT Service Management (ITSM) with 6 reviews while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews. Cherwell Service Management is rated 7.2, while JIRA Service Management is rated 8.2. The top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". Cherwell Service Management is most compared with ServiceNow, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud. See our Cherwell Service Management vs. JIRA Service Management report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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