In today’s digital age, speed is king. Businesses need to deliver exceptional service at breakneck pace to stay competitive. Achieving this requires seamless collaboration – not just within teams, but across the entire organization. Development, IT, and business teams must work in perfect harmony to identify issues, implement solutions, and continuously improve.
That’s where IT service management (ITSM) comes in. ITSM solutions provide a central platform to streamline IT requests, track incidents, and manage the overall service lifecycle. But with so many options on the market, choosing the right ITSM solution can be a challenge.
This blog post throws down the gauntlet between two popular contenders: Atlassian’s Jira Service Management (JSM) and Cherwell Service Management by Ivanti, which will go “End of Life” in 2026. We’ll delve into the strengths and weaknesses of each platform, ultimately revealing why, when it comes to the question of Jira Service Management vs. Cherwell, JSM emerges as the clear winner for businesses seeking high-velocity service delivery.
Jira Service Management vs. Cherwell in a Head-to-Head Matchup
When it comes to choosing the right ITSM solution for high-velocity service delivery, two strong contenders emerge: Jira Service Management (JSM) and Cherwell Service Management. But beneath the surface, key differences can make a significant impact on your team’s efficiency and overall success. Here’s a breakdown of how JSM pulls ahead:
Collaboration Chokehold vs. Seamless Teamwork
Cherwell can create data silos, hindering communication and collaboration across development, IT, and business teams. JSM, on the other hand, thrives on breaking down these barriers. Its unified platform streamlines workflows, fosters transparency, and ensures everyone is on the same page. Imagine a single source of truth for all service requests, incidents, and changes — that’s the power of JSM.
Data Migration Maze vs. Federated Freedom
Migrating existing data structures to a new system can be a nightmare. JSM understands this pain point. Its innovative federated data model allows you to keep your existing data structures intact while simultaneously providing a unified view for everyone. This eliminates the need for disruptive data migrations and empowers teams with the information they need, right at their fingertips.
ITIL Lock-in vs. Flexible Framework
ITIL is a popular ITSM framework, but a rigid implementation can stifle your organization’s unique needs. JSM offers a refreshingly flexible approach. You can tailor ITIL to your specific processes, ensuring a perfect fit for your workflows. Cherwell, however, leans towards a more rigid implementation, potentially forcing you to adapt your well-established practices to the software. With JSM, you remain in control, customizing ITIL to work for you.
Interface Intrigue vs. User-Friendly Finesse
A complex interface can slow down adoption and hinder user experience. JSM boasts an intuitive and user-friendly design that minimizes setup time and training for your teams. They’ll be up and running in no time, focusing their efforts on delivering exceptional service. Cherwell’s interface, on the other hand, can be more intricate, requiring a steeper learning curve for new users. JSM gets everyone on board quickly and efficiently.
Deployment Drag vs. Streamlined Setup
Rolling out a new system shouldn’t feel like pulling teeth. JSM streamlines the implementation process, ensuring faster deployment and quicker adoption across your teams. This translates to maximized efficiency from day one. No more waiting around for clunky software to get up and running. JSM gets you started quickly, allowing your teams to focus on what matters most.
ROI Roadblock vs. Rapid Value
Seeing a return on your investment (ROI) is of paramount importance. JSM’s intuitive design and streamlined setup ensure that your organization can start reaping the benefits of service management quickly. This translates to a faster ROI compared to Cherwell, where longer deployment cycles can delay the value you might realize from the software. JSM gets you moving ahead and seeing results faster.
Why JSM Shines: Key Advantages and Real-World Results
JSM and Cherwell may both be ITSM contenders, but JSM takes the lead in several crucial areas, empowering your teams to deliver service at the speed of business. Let’s delve deeper into these advantages and see how JSM stacks up against Cherwell.
Unified Platform vs. Silos? Collaboration Makes the Dream Work
Cherwell can leave your data scattered across isolated islands, hindering communication and collaboration between development, IT, and business teams. JSM, on the other hand, fosters a collaborative environment with its unified platform. Imagine a central hub for all your service requests, incidents, and changes — that’s the power of JSM. With a single source of truth, information flows freely, teams work together seamlessly, and communication roadblocks become a thing of the past.
Federated Data Model: Keeping Your Data Happy (and Accessible)
JSM understands that you likely have existing data structures in place. Its innovative federated data model lets you keep those structures while simultaneously providing a unified view of everything. This translates to happy data teams (no need for disruptive data migrations) and empowered teams across the organization with information at their fingertips.
ITIL: Your Way, Not the Highway
JSM recognizes that a one-size-fits-all approach to ITIL (a popular ITSM framework) doesn’t fly in today’s dynamic business landscape. It offers a flexible approach, allowing you to tailor ITIL to your specific needs and processes. Cherwell, on the other hand, leans towards a more rigid implementation, potentially forcing you to adapt your workflows to the software. With JSM, you’re in the driver’s seat, customizing ITIL to work for you.
Speedy Interface? Buckle Up!
JSM boasts an intuitive and user-friendly interface that’s a breeze to navigate. This translates to minimal setup time and training hassles for your teams. Cherwell’s interface, on the other hand, can be more complex, requiring a steeper learning curve. JSM gets your people up and running faster, so they can focus on what matters — delivering exceptional service.
Implementation on Warp Speed
Rolling out a new system can be a drag. JSM cuts through the red tape with a streamlined implementation process. This means faster deployment and quicker adoption across your teams, maximizing efficiency from day one. No more waiting around for clunky software to get up and running.
Unleash the Power of Rapid Time-to-Value
JSM understands that you want and need to see results, and fast. Its intuitive design and streamlined setup ensure that your organization can start reaping the benefits of service management quickly. This translates to a faster return on investment (ROI) compared to Cherwell, where longer deployment cycles can delay the value you see from the software. JSM gets you moving ahead, not waiting in the starting blocks.
JSM: The Evidence is Clear
But JSM’s advantages go beyond theory. A Total Economic Impact™ (TEI) Report conducted by the independent research firm Forrester Research provides compelling evidence of JSM’s real-world impact. Here are some key highlights from the report:
- Impressive ROI: JSM delivers a staggering 277% return on investment (ROI) over three years.
- Measurable Benefits: Organizations see significant improvements in customer satisfaction, increased service desk efficiency, and reduced costs, totaling $4.1 million in benefits over three years.
- Cost Savings: JSM helps organizations achieve $2.1 million in savings by retiring their previous service management solution.
- Improved Productivity: IT operations teams save a collective 115 hours per month, freeing them to focus on higher-value tasks.
- Happier Customers: JSM translates to improved service desk productivity, leading to faster resolution times and happier customers – a benefit valued at $1.4 million.
- Strong Net Present Value (NPV): With a net present value (NPV) of $3.08 million, JSM demonstrates a clear financial advantage for organizations.
These real-world results from the Forrester TEI Report solidify JSM’s position as the superior ITSM solution for businesses seeking high-velocity service delivery. JSM empowers your teams to collaborate seamlessly, leverage existing data structures, and achieve a significant return on investment – all while keeping your customers happy.
Partnering for High-Velocity Service with Oxalis
JSM’s powerful platform is just the first step on your journey to high-velocity service delivery. To unlock its full potential and achieve maximum impact, partnering with an experienced Atlassian expert is key.
Oxalis, a premium Atlassian Platinum Solutions Partner, brings a wealth of experience to the table. We specialize in designing, migrating, and implementing ITSM solutions for enterprise-scale organizations across diverse industries, including maritime/shipping, healthcare, U.S. public sector, and aerospace. Learn more about our Atlassian Services.
Our team of Atlassian-certified consultants understands the unique challenges faced by high-velocity, highly regulated environments. We go beyond just implementation, offering a comprehensive suite of services to maximize your JSM success:
- Change Management: Ensure smooth adoption of JSM within your organization.
- Knowledge Management: Create a centralized hub for service knowledge and best practices.
- Training: Empower your teams to get the most out of JSM functionalities.
JSM: The Clear Choice for High-Velocity Service Excellence
In today’s fast-paced business environment, seamless collaboration and high-velocity service delivery are mission-critical. For organizations seeking an ITSM solution that empowers these goals, JSM stands out as the clear champion. Its unified platform shatters data silos, fostering collaboration across development, IT, and business teams. The user-friendly interface minimizes setup time and training needs, while the adaptable ITIL approach allows you to tailor the service management framework to your unique needs. Most importantly, JSM delivers a rapid time-to-value, ensuring you see a return on investment quickly. This, coupled with the compelling evidence from the Forrester TEI Report, solidifies JSM’s position as the ideal choice for driving service excellence at the speed of business.
Ready to embark on your JSM journey and achieve exceptional service delivery?
Explore the ways Oxalis can help you implement or optimize your JSM instance. Reach out to our technical consultants today for a personalized consultation and discover how we can turn your JSM vision into a reality.
