I think the comparison mostly stems from the legacy enterprise where badly configured tools are pushed top-down and workers are told to 'deal with it'. Either y

I think the comparison mostly stems from the legacy enterprise where badly configured tools are pushed top-down and workers are told to 'deal with it'. Either you'll be a developer mostly using JIRA or a non-developer mostly using ServiceNow, and if you're really unlucky in such an organisation you'll be using both. Having a Service Desk that actually provides usable and composable tooling is a benefit for all. Having a random contractor "implement" ServiceNow because Gartner said so is a pain for all. This is of course a bit of opposing extremes, but the same applies to JIRA and AD and pretty much anything else. Hard-pushed bad implementation will ruin your workday. Teams that are capable and allowed to self-steer and deviate from company policy if they come up with a good enough reason seems to be the sweet spot of attainable & realistic.