As higher education institutions continue to modernize their operations, many are taking a hard look at the tools supporting their IT service management (ITSM). Increasingly, Jira Service Management (JSM) is emerging as a preferred alternative to traditional platforms like ServiceNow. While ServiceNow has long been a leader in enterprise ITSM, the shift happening in 2025 among universities and colleges signals a change in expectations driven by cost, agility, user experience  and long-term adaptability.

In this blog, we explore why higher ed IT teams are moving away from ServiceNow and choosing Jira Service Management to meet their evolving needs.

1. Budget Constraints and Cost Transparency

Higher education institutions are under constant financial pressure. Whether public or private, most universities must justify every line item in their operational budgets. ServiceNow’s licensing model often opaque and inflexible has made it increasingly difficult for institutions to forecast costs, especially as their service needs evolve.

In contrast, Jira Service Management offers a pricing model that is easier to understand, predict  and scale. With its cloud-based options and Atlassian’s transparent cost structures, universities find it simpler to plan IT expenditures while still getting the enterprise-grade capabilities they need.

2. Faster Implementation with Less Overhead

One of the most common pain points IT teams cite with ServiceNow is the long implementation cycles and heavy configuration effort required to get up and running. For higher education institutions where IT resources are often stretched this extended timeline becomes a bottleneck.

Jira Service Management allows teams to move more quickly. Its out-of-the-box capabilities, combined with intuitive configuration, make it easier to launch service desks without months of development. Many institutions report being able to set up and iterate on their service delivery models in a matter of weeks rather than quarters.

3. User Experience that Fits the Campus Culture

Faculty, staff  and students expect intuitive digital experiences in their day-to-day interactions with campus services. Tools that feel cumbersome or overly complex can lead to low adoption, missed SLAs  and increased pressure on IT support staff.

Jira Service Management brings a modern, familiar interface to users. With seamless integration into Jira Software and Confluence, it aligns well with institutions that already use Atlassian products for project management, academic research or administrative workflows. This familiarity improves adoption and satisfaction across campus audiences.

4. Agility for Evolving Service Models

The needs of a university’s IT department are never static. Departments grow, new student programs are introduced  and digital services expand beyond traditional help desk requests. Higher ed institutions need ITSM platforms that can evolve along with their organizational changes.

JSM’s flexibility in supporting various service request types, workflows  and SLAs makes it an adaptable option. Whether managing admissions-related tech issues, supporting faculty research computing or providing 24/7 student device support, teams can configure JSM to suit each need.

5. Integration Across the Campus Technology Stack

Colleges typically run a diverse set of tools from student information systems and learning management platforms to facilities management software and enterprise email. Interoperability is critical.

Jira Service Management, built on the Atlassian platform, integrates with hundreds of apps in the Atlassian Marketplace. This makes it easier for IT teams to connect JSM with the systems they rely on every day. For universities with growing DevOps and ITIL practices, JSM’s integration with tools like Bitbucket, Opsgenie  and Statuspage further strengthens end-to-end visibility and responsiveness.

6. Stronger Collaboration Between IT and Non-IT Teams

Modern universities are increasingly adopting cross-functional models that bring together IT, academic departments  and administrative staff. Jira Service Management supports this with its ability to manage service requests across all departments not just IT.

Departments like HR, Facilities  and Student Services are using JSM to provide consistent, transparent service to internal users and students. This enterprise-wide approach helps break down silos and fosters a more collaborative campus culture.

7. Compliance and Security Needs Are Well Supported

Data security and compliance are top concerns for higher education, particularly with regulations such as FERPA, HIPAA (in medical schools)  and various state-level data privacy laws. Jira Service Management Cloud and Data Center offerings meet strict compliance requirements, including SOC2, ISO/IEC 27001  and GDPR.

Institutions can also maintain tight control over access, data residency  and auditability. For those using Jira Service Management Data Center, the self-managed model supports schools with specific infrastructure or regulatory preferences.

8. Community and Partner Ecosystem

Higher education thrives on community and collaboration. One of the underrated benefits of moving to Jira Service Management is joining the active Atlassian ecosystem of users, admins  and solution partners.

Institutions benefit from shared best practices, templates  and peer insights. Partners like Clovity bring higher ed-specific implementation experience, ensuring smoother adoption and more value from the investment. As more universities adopt JSM, the shared knowledge pool continues to grow.

9. Long-Term Sustainability

Sustainability in ITSM is about more than keeping systems running it’s about choosing platforms that can support growth, innovation  and operational efficiency without recurring technical debt. Jira Service Management’s cloud-native approach, scalable architecture  and commitment to continuous improvement make it a long-term fit for institutions aiming to modernize without frequent platform overhauls.

The Shift is Underway

From Ivy League schools to public universities, the shift toward Jira Service Management is gaining momentum. It reflects a broader reassessment of how IT can support educational goals while staying nimble and cost-effective. ServiceNow remains a powerful tool, but many IT leaders in higher ed are finding that Jira Service Management meets their needs with fewer trade-offs.

As we move further into 2025, expect to see more campus IT teams adopting JSM as their go-to platform for service delivery, collaboration  and innovation.

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