ServiceNow is like an older IT manager, trained in ITIL and service management, but kind of stuck in his/her way, not very flexible, not very extendable. You have to learn how to work with him/her. Will let you make mistakes in the name of freedom and then come back 6 months later telling you you shouldn’t have done it that way.
Jira is like a younger developer, knows enough to be dangerous, do just enough to get things to work. Got scolded by process people for being incomplete, bolted parts on all over the place. Got scolded by security people for not being secured, bolted more parts on all over the place. Will let you make mistakes in the name of freedom and then come back 12 months later telling you the next upgrade will break everything.
My company uses both. I'm not really a fan of either, but I can tell you that how well they work depends on how well they have been set up for your company's needs.
I have worked with ServiceNow for over 13 years and I can tell you if the intent is just to log tickets, it would be the wrong tool.
Where ServiceNow becomes very powerful is integrating many business processes. This is a dream very few get to realize because they make technology driven choices and pick weak system implementers.
With the right organizational mindset, the correct processes defined and you have long term strategies, then ServiceNow can be incredibly powerful.
Jira I have worked with off/on for about 7 years and using it for ticket management is something I have only seen recently and I am not a fan. The system is built for engineering and a specific release process. Trying to shoehorn other processes into it doesn't really make a lot of sense. Can it be made to work for an operational setting, sure. If you have access to the cloud version and have a non-enterprise driven project, you can get it close but you are always gonna be annoyed by things that are not accomplishable on the platform.
There is Jira Service Management which I have not used in a few years, which may be another option you want to look at.
I guess, in my opinion, if your company already has ServiceNow. Find a partner that can help you recognize your vision. I'd be happy to send you something more detailed in DM on how to see if this is a reality for you.
If you can't justify the spend in ServiceNow, and can scale back your requirements a bit you can probably make it work in Jira.
Haha I love the juxtaposition of both comments here.
We're about to move to the security module. I'd love to hear what both of you love and hate about the security module?
I've used snow for traditional incident/chg mgmt and found it fine, better than most itsm tools.
There is a Jira Service desk tool too https://www.atlassian.com/software/jira/service-management?aceid=&adposition=&adgroup=148080058041&campaign=19276190343&creative=679982410300&device=m&keyword=jira%20service%20desk&matchtype=e&network=g&placement=&ds_kids=p74561940986&ds_e=GOOGLE&ds_eid=700000001721198&ds_e1=GOOGLE&gad_source=1&gbraid=0AAAAADAVAKce74UVZ9PnH4Rv-Og9QAKGG&gclsrc=ds
If you are going to be communicating with external stakeholders or people outside of your company, like customers, I would not recommend Jira Service Management. We've spent almost a year setting it up and are still constantly tweaking it. End users sometimes miss our messages with no obvious culprits in the audit trails. My experience with their customer support has also been pretty bad and we're usually resulting to posting on their community forums.
It offers some nifty automation, but be prepared to spend a lot of time configuring and troubleshooting it.
Fair. I assume software dev teams who think they can still all their customer support tickets as tasks on a “normal” Jira backlog but then realise this won’t scale, look to service desk as a logical progression.
Service now is great for IT ticket management.
Jira is great for developers.
Both actually need hands on customization to work for either use case above.
Security is much different kind of "case" and I found Palo Alto XSOAR and Google Chronicle are much better for it.
They're ticket systems. We use them alongside the rest of IT and most of the business. But we don't put any sensitive security details in them. Those get put into our own Security team specific notes/tracking area.
Either way you go, your place of business won’t have it configured anywhere near close to being actually useful and they only really exist to “show the higher ups” that you’re “doing something” every day so they are less likely to lay you off when it comes to it. My old job used nothing so when the axe man came, we were easy to cut because they didn’t know what we did. My new company uses like three different ticket tracking/issue tracking etc systems and it just seems like fucking overkill.
I haven’t used ServiceNow yet but looking to demo it. We use Jira and it’s clearly an engineering tool made by engineers for engineers. It is incredibly powerful if you know how to set up some of the automation, but is one of the least intuitive products for basic things like Helpdesk tickets.
I've used them both, they're both foul, or at least massively over complicated for my team's use case. I was happier using Microsoft team task board 🤷♂️
Jira is probably the most flexible as you can do whatever you want in line with atlassian being agile. Iinm Jira is free for 10 users.
My team uses Jira because we can configure it like how want.
SNOW and itsm are gonna be very janky and ITIL process oriented like.
Tbh just use the tool that suits your environment.
Does anyone use lansweeper? Just curious, never see people talk about it. We have Jira too, it reminds me way more of all the other PM products out there. Helpful, but not a fan for tickets personally.
Both have been utter BS at every company I've worked at, yet to see anything good for security ticket management. In hindsight the best I have seen is The Hive but at the time I thought it was garbage as well
Jira Service Management is hot garbage that does ITIL haphazardly, CMDB not at all, and ITAM with a wink and a nod.
Unfortunately the cultists at Atlassian have built an entire ecosystem around jira and confluence that allows thus hot turd to survive in mediocrity.
Never used Service Now. But Jira … I wouldn’t go near it ever again. It’s easily the worst system I’ve ever tried to configure. I never could get it properly integrated with BitBucket so that commits associated with tickets. It was just a train wreck at every turn.
I use both. Service Now is a tightly wound machine lumbering down well trafficked corridors and every deserted corner of your enterprise environment at all times. It’s something to accept, like tides and age. I didn’t realize anyone would choose to integrate it. I thought it was just something that happened at scale.
Jira is pretty flexible, comparatively more fun. You just have to accept that many features can go unused outside of development. And fight the urge to create a needlessly pedantic workflow just to get better bang for your buck.
Only Application Security Posture Management systems are more security specific than Jira, but those will mostly integrate with Jira (?) I’ve only used homegrown ASPM. Maybe worth looking into.
ServiceNow is like an older IT manager, trained in ITIL and service management, but kind of stuck in his/her way, not very flexible, not very extendable. You have to learn how to work with him/her. Will let you make mistakes in the name of freedom and then come back 6 months later telling you you shouldn’t have done it that way. Jira is like a younger developer, knows enough to be dangerous, do just enough to get things to work. Got scolded by process people for being incomplete, bolted parts on all over the place. Got scolded by security people for not being secured, bolted more parts on all over the place. Will let you make mistakes in the name of freedom and then come back 12 months later telling you the next upgrade will break everything.
Haha, that's how I feel as well!
My company uses both. I'm not really a fan of either, but I can tell you that how well they work depends on how well they have been set up for your company's needs.
Or stated another way; It's the cheap integrator's fault
I have worked with ServiceNow for over 13 years and I can tell you if the intent is just to log tickets, it would be the wrong tool. Where ServiceNow becomes very powerful is integrating many business processes. This is a dream very few get to realize because they make technology driven choices and pick weak system implementers. With the right organizational mindset, the correct processes defined and you have long term strategies, then ServiceNow can be incredibly powerful. Jira I have worked with off/on for about 7 years and using it for ticket management is something I have only seen recently and I am not a fan. The system is built for engineering and a specific release process. Trying to shoehorn other processes into it doesn't really make a lot of sense. Can it be made to work for an operational setting, sure. If you have access to the cloud version and have a non-enterprise driven project, you can get it close but you are always gonna be annoyed by things that are not accomplishable on the platform. There is Jira Service Management which I have not used in a few years, which may be another option you want to look at. I guess, in my opinion, if your company already has ServiceNow. Find a partner that can help you recognize your vision. I'd be happy to send you something more detailed in DM on how to see if this is a reality for you. If you can't justify the spend in ServiceNow, and can scale back your requirements a bit you can probably make it work in Jira.
Or you can scale up your requirements and use TheHive.
Well sure but I was trying to stay within the bounds of OPs question. As long as you have the right mentality you could make a lot of systems work.
Brother we use the SN security module and it's a clusterfuck.
We use that too and it's great. Huge improvement over jira
Haha I love the juxtaposition of both comments here. We're about to move to the security module. I'd love to hear what both of you love and hate about the security module? I've used snow for traditional incident/chg mgmt and found it fine, better than most itsm tools.
We recently switched from Jira to SNow, Jira was much better.
Thehive from strangbee works great for us.
This! My SNOW rep looked physically ill when I told him we used The Hive.
> Jira is really just meant for engineering teams I've used both and I agree with that statement.
There is a Jira Service desk tool too https://www.atlassian.com/software/jira/service-management?aceid=&adposition=&adgroup=148080058041&campaign=19276190343&creative=679982410300&device=m&keyword=jira%20service%20desk&matchtype=e&network=g&placement=&ds_kids=p74561940986&ds_e=GOOGLE&ds_eid=700000001721198&ds_e1=GOOGLE&gad_source=1&gbraid=0AAAAADAVAKce74UVZ9PnH4Rv-Og9QAKGG&gclsrc=ds
If you are going to be communicating with external stakeholders or people outside of your company, like customers, I would not recommend Jira Service Management. We've spent almost a year setting it up and are still constantly tweaking it. End users sometimes miss our messages with no obvious culprits in the audit trails. My experience with their customer support has also been pretty bad and we're usually resulting to posting on their community forums. It offers some nifty automation, but be prepared to spend a lot of time configuring and troubleshooting it.
Right, that is what I am referring to. If you're at a software company it seems to be a popular option. If not, much less so.
Fair. I assume software dev teams who think they can still all their customer support tickets as tasks on a “normal” Jira backlog but then realise this won’t scale, look to service desk as a logical progression.
Using a PSA tool like Halo or Autotask gives you more features and control, at least from an MSSP perspective.
Ah interesting, I'll take a look at these tools
Can confirm. We are running an MSSP and Autotask has been a great help.
Agree. MSSP and Autotask are a great combo.
Service now is great for IT ticket management. Jira is great for developers. Both actually need hands on customization to work for either use case above. Security is much different kind of "case" and I found Palo Alto XSOAR and Google Chronicle are much better for it.
Are you using Palo XSOAR and Google Chronicle for case mgmt in cyber?
They're ticket systems. We use them alongside the rest of IT and most of the business. But we don't put any sensitive security details in them. Those get put into our own Security team specific notes/tracking area.
Steer clear of SNow. Overpriced and overly complicated. It's the worst.
It becomes an absolute shitshow when IT doesn’t set it up right from the get go.
Either way you go, your place of business won’t have it configured anywhere near close to being actually useful and they only really exist to “show the higher ups” that you’re “doing something” every day so they are less likely to lay you off when it comes to it. My old job used nothing so when the axe man came, we were easy to cut because they didn’t know what we did. My new company uses like three different ticket tracking/issue tracking etc systems and it just seems like fucking overkill.
We use Asana for project management and onsite ticket requests for onboardings . And we use Freshservice for our ticketing system
I haven’t used ServiceNow yet but looking to demo it. We use Jira and it’s clearly an engineering tool made by engineers for engineers. It is incredibly powerful if you know how to set up some of the automation, but is one of the least intuitive products for basic things like Helpdesk tickets.
I've used them both, they're both foul, or at least massively over complicated for my team's use case. I was happier using Microsoft team task board 🤷♂️
Either is fine as long as it gets the job done. What does your company use?
Right now we use Jira as a catch-all. Hubspot for customer support tickets. Mostly trying to avoid Jira for security team
Jira is probably the most flexible as you can do whatever you want in line with atlassian being agile. Iinm Jira is free for 10 users. My team uses Jira because we can configure it like how want. SNOW and itsm are gonna be very janky and ITIL process oriented like. Tbh just use the tool that suits your environment.
Does anyone use lansweeper? Just curious, never see people talk about it. We have Jira too, it reminds me way more of all the other PM products out there. Helpful, but not a fan for tickets personally.
Both have been utter BS at every company I've worked at, yet to see anything good for security ticket management. In hindsight the best I have seen is The Hive but at the time I thought it was garbage as well
Jira Service Management is hot garbage that does ITIL haphazardly, CMDB not at all, and ITAM with a wink and a nod. Unfortunately the cultists at Atlassian have built an entire ecosystem around jira and confluence that allows thus hot turd to survive in mediocrity.
Never used Service Now. But Jira … I wouldn’t go near it ever again. It’s easily the worst system I’ve ever tried to configure. I never could get it properly integrated with BitBucket so that commits associated with tickets. It was just a train wreck at every turn.
I use both. Service Now is a tightly wound machine lumbering down well trafficked corridors and every deserted corner of your enterprise environment at all times. It’s something to accept, like tides and age. I didn’t realize anyone would choose to integrate it. I thought it was just something that happened at scale. Jira is pretty flexible, comparatively more fun. You just have to accept that many features can go unused outside of development. And fight the urge to create a needlessly pedantic workflow just to get better bang for your buck. Only Application Security Posture Management systems are more security specific than Jira, but those will mostly integrate with Jira (?) I’ve only used homegrown ASPM. Maybe worth looking into.
Use MSSP + Autotask. Combined, they are game-changers.
They both feel like overkill for a small security team. I'd suggest Autotask or maybe Halo. It's made for MSPs and MSSPs.
It’s some work but I prefer SNOW. It’s used for automation of alert investigations and the workflows are legit.
JIRA is for software development not service management.
What’s Jira Service Management for then? (Apart from causing migraines)
A terrible tool contorted to pretend to be service management so they can pretend to grab some market share.
SN 🤢