Tools for Implementing ITSM - ServiceNow, JIRA, Asana, or Something Else?

[cbaumert01]

Hi everyone,

I’m curious about the different tools people use when implementing IT Service Management (ITSM) solutions. Specifically, I’d like to know:

• Do you primarily use ServiceNow for ITSM tasks, including its Service Portfolio Management (SPM) capabilities?
• Or do you integrate other tools like JIRA, Asana, or any other project management tools that your clients might be using?
• Are there any specific advantages or challenges you’ve encountered when using these tools in conjunction with ITSM?

Looking forward to your insights and experiences!

Thanks!

Charlie

[Mark Manders]

Every ServiceNow instance has ITSM, and most clients will start on the platform with that. Then it is all depending on what the customer wants to achieve. Using different tools can work even without integrations. Integrating so you have one source of truth/reporting also works.

Biggest advantage of doing it in one system, is that you have it all there and you aren't depending on integrations.