ITSM: Why migrate from ServiceNow to Jira Service Desk

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5 signs it’s time to switch from ServiceNow to Jira Service Desk

The benefits of Jira Service Desk outweigh those of BMC, discover for yourself by reading this independent study detailing the advantages.

Jira Service Desk study

Reasons to move away from ServiceNow

ITSM has transformed over the last decade; ITSM teams are looking for a solution that is modern yet simple, providing flexibility, automation, knowledge sharing – all elements necessary for an enterprises’ DevOps transformation journey. When it comes to a service desk that is open, scalable and affordable, Jira Service Desk is the leader.

Sign 1

Your organization is weighed down by heavy workflows in BMC

You don’t want to pay for workflows you never use, nor employ an army of developers to maintain heavy customizations which add to administration costs. If you just want a better ITSM solution, it may be time to switch.


With Jira Service Desk you'll get

  • A leaner, more agile approach to ITIL with everything you need right out of the box for service request, incident, problem, and change management.
  • Responses in real time, thanks to the instant messaging chat rooms.
  • The ability to link root causes to incidents in 1 click, improving visibility over the resolution’s progress.
  • A flexible, adaptable solution for your processes (such as Asset Management, Release and Deployment Management, Service Catalog Management, etc.) thanks to more than 600 ITSM apps available on the Atlassian Marketplace.
  • A rapid deployment of your instance which comes with an easy implementation, configuration and administration – even if you have 1,000 agents!


According to the G2Crowd Service Desk Implementation Index Report, the average ServiceNow implementation takes 4.5 months, while Jira Service Desk takes just 1.2 months.


Sign 2

You're paying too much

Get an ITIL-certified service desk at 1/5th the price. Many legacy service desk providers are still charging legacy prices, resulting in clients overpaying for fancy features they don’t need. Complicated contracts, lengthy implementations, and pricey customizations all quickly add to your costs.


With Jira Service Desk you'll get

  • A 70% savings (or more) over ServiceNow
  • Free upgrades
  • No hidden fees for renewals


“With an affordability score of 92, Jira Service Desk was the #1 Most Affordable ITSM system. Jira Service Desk offers a fully featured ITSM at the lowest monthly cost of all featured solutions.”

Rachel Wile, Senior Product Research Analyst, Capterra


Hinweis #3

You need your Dev and Ops teams to share information

Many legacy service desks aren’t equipped to give you the visibility you need across the DevOps lifecycle. They keep your service desk isolated from your DevOps tools, with little or no communication and connection between them. Atlassian provides essentially the same platform – rather than just integrations – for superior DevOps processes.


With Jira Service Desk you'll get

  • One platform which is shared by your development and IT teams
  • The only service desk built on a software development platform (Jira Software). All Jira links are native.
  • Valuable DevOps insights, such as the business impact of knowledge sharing, tracking how many tickets have been deflected or resolved with the help of Confluence knowledge base articles, etc.


Sign 4

Your support is stuck in silos - and customers are suffering

Most legacy service desks may include basic chat features or a rudimentary knowledge base, but they weren’t designed from scratch with modern collaboration in mind. This results in silos between different enterprise teams.


With Jira Service Desk you'll get

  • ChatOps functionalities so your agents can rally the right experts to an incident.
  • Native Confluence integrations, an enterprise content management solutions used by over 35,000 organizations world-wide.


Sign 5

Your service desk isn't open or extensible

You want an “app store” approach that gives you hundreds of great choices for adding new value to your service desk, not a walled-off platform requiring extensive training on proprietary languages and frameworks. If it is hard and expensive to connect your systems, maintain critical customizations, and deliver top-tier service to your customers, try improving your DevOps processes with apps instead.


With Jira Service Desk you'll get

  • Popular apps from the Marketplace include integrations with tools you already use such as Splunk and BigPanda, along with Valiantys’ favorite apps such as Insight, Comala Workflows, Refined Theme, Elements, Automation, etc.
  • The ability to develop your own apps, integrate with other cloud products, and extend your out-of-the-box functionality. Jira Service Desk’s APIs are open, and Atlassian offers extensive Jira Development Guides to make your system work for you.
  • Customizable templates for IT Service Management, customer service, and business teams like HR and finance included out-of-box. You won’t need to worry about paying to configure additional modules for new functionalities or use cases.


Independent study

Analyzing the Economic Benefits of Atlassian's Jira Service Desk

ESG report

Given the current challenges facing enterprise ITSM teams, the Economic Strategy Group (ESG) conducted an independent survey to analyze the quantitative and qualitative benefits derived from Jira Service Desk.

ESG analyzed Jira Service Desk through interviews with customers and solution partners to determine the tool's ease of deployment, user-friendliness, overall efficiency and cost. Download the report for free.

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Enterprise Strategy Group


The ESG is an IT analyst, research, validation, and strategy firm that provides market intelligence and actionable insight to the global IT community. The ESG was founded in 1999 with headquarters in Milford, MA and an analyst and client relations presence in Silicon Valley, CA.

They trust us

IT Service Management with Valiantys

  • airbus
  • Air France KLM
  • Legendary
  • orange
  • generali
  • Accenture
  • ADP
  • Ubisoft
  • bell

We’ve helped hundreds of IT teams deploy their Jira Service Desk instances and Marketplace apps, resulting in a tool that fits into your company’s agile / Devops culture.

In 2014, Valiantys’ technology for monitoring SLAs was acquired by Atlassian and integrated into Jira Service Desk to better serve the ITSM market.

Our team of Atlassian certified consultants provide a solution that is quick to deploy and relevant, integrating today’s best practices through client-tailored services: Auditing, coaching, migrations, deployments, app integrations, trainings, hosting and support.

Atlassian Platinum Solution Partner Enterprise       Atlassian Training Partner


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