DevOps tools play a crucial role in providing easy management and tracking to various IT developers and other business tracks like procurement and customer requests.

As an organization, you need to understand what DevOps tools are the best fit for your business needs. So if you are posed with the Jira Service Management vs ServiceNow DevOps tools considerations, here is good news already.

Here are outlined features to base the comparison of Jira Service Management vs ServiceNow DevOps tools.

Similar Features of Jira Service Management vs. ServiceNow


As an existing user of Atlassian products, Jira Service Management is the solution that will give you a feel of a home. You can equally do seamless integration into available pipelines for developer ticketing and management. So, you can easily assign tasks to developers without exiting the Atlassian platform.

ServiceNow has less engagement with developer-level ticketing, so it employs third-party collaboration between IT/DevOps and the development team.

Auditing, Governance, and Compliance

Jira and ServiceNow employ audit logs for alterations made. Also, they can restrict certain instructions until a quorum of approval has been arrived at. There is only a slight difference here, Jira only offers these features on certain plans.

ServiceNow has an advantage over Jira since data collection is automated, and it sponsors interaction across multiple systems to harmonize all government details before tasks are delegated.

Procurement Management And Tracking

In IT management, procurement management and tracking are not lightly esteemed. Jira Service Management tracks IT assets but lacks a built-in procurement management system.

ServiceNow features a full procurement system that makes it possible for organizations:

  • to build catalogs for their services;
  • to build a workflow for procurement;
  • to create and handle procurement orders alongside purchase orders and receive asset flow with the possibility of integrating with stockrooms at the point of receiving shipped assets.

When it comes to procurement, ServiceNow edges out Jira.

HR Integration And Onboarding

Jira has features that make it possible for onboarding, offboarding, and changing of requests to be done. In addition, it features a facility, legal, and customer service management model. With this, tickets can be initiated for IT and DevOps staff to attend to. You can equally extend the functions of these tickets by integration or instead, automate the task.

ServiceNow capitalizes on integration with the HR system to offer features like onboarding, offboarding, background check, e-signature, and tax form. This is possible using either a supported platform or going for an available third-party system.

Jira Service Management is preferred here since it has built-in support for task templates and also integrates with other platforms. Unlike ServiceNow, where HR-related tasks are carried out by integration with HR partners.

Community And Customer Focus

Both Jira Service Management and ServiceNow offer the function of creating a knowledge base to promote self-service for internal and external customers, steps to troubleshooting, and FAQs.

ServiceNow with integration with MS Word features processes for creating, categorizing, reviewing, and endorsing articles, for authoring and sponsoring analytics that is based on knowledge, so you can know issues of difficulty among your users.

Jira Service Management uses confluence as its knowledge base. This offers integrations that make expansion possible through services from third-party platforms.

Integration And Automation

Both Jira Service Management and ServiceNow feature the possibility of integrating custom enterprise applications with two systems to carry out tasks. Also, this integration can be done in depth with services like e-signature, HR system, legal systems, and others, used by the organization. This is possible because of the API integration available in both Jira Service Management and ServiceNow.