JIRA Service Management

About JIRA Service Management

Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira platform.

IT is in the midst of rapid transformation to build capabilities that enable rapid delivery of great services while managing cost and risk. But old ways of working constrain progress. Rigid processes limit team agility and speed. Disparate, disconnected tools interrupt the flow of information that accelerates good decision-making. Development and operations teams continue to fight through siloed tooling that’s critical to enabling a high-performing digital business. With Jira Service Management, you can:

- Manage work across teams on one platform
- Enable employees and customers to quickly get the help they need with a self-service portal
- Respond, resolve and continuously learn from incidents
- Innovate faster with automated change risk assessments, advanced approval workflows,
- Connect to CI/CD tools like Bitbucket Pipelines, Jenkins, and CircleCI
- Group incidents to problems, fast-tracking root cause analysis
- Gain visibility into infrastructure and understand service dependencies
- Set up a knowledge base to enable self-service
- Set up advanced SLA metrics and report on performance in real-time
- Configure automate rules so users can streamline repetitive tasks and agents can get more done

Jira Service Management is a leader in Gartner's Magic Quadrant, named as a Strong Performer in the Forrester Wave: ESM and used by more than 25,000 organizations worldwide.

Pricing starting from:

US$17.65/month

  • Free Version
  • Free Trial
  • Subscription

Key benefits of JIRA Service Management

- Simple for your team to get started with ITSM, but also adaptable as you scale: with processes that can be continuously tuned to their unique needs, teams can deliver more value fast while pivoting more easily when needed
- Customized for teams, standardized for global organizations: standardize on tooling that’s flexible enough to support diverse team needs while not sacrificing the ability to work across teams
- Open collaborative platform: Collaborate across the organization more effectively by providing teams with visibility into the work of others
- Track work across the enterprise: Link issues across Jira and ingest data from other software development tools, so your IT support and operation teams have richer contextual information to rapidly respond to requests, incidents, and changes.
- Connect Dev and Ops: Deliver more customer impact while managing risk. Accelerate critical development work, eliminate toil, and deploy changes with ease, all backed by a complete audit trail for every change

Typical Customers

  • Freelancers
  • Small Businesses (2-50)
  • Mid-size Companies (51-500)
  • Large enterprises (500 and more)

Deployment

  • Cloud-based
  • On-premise

Markets

Albania, Armenia, Australia, Austria, Azerbaijan and 47 others

Supported Languages

Chinese, Czech, Danish, English, French and 12 others

Pricing starting from:

US$17.65/month

  • Free Version
  • Free Trial
  • Subscription

Images

JIRA Service Management Software - Self-service portal
JIRA Service Management Software - Request Management
JIRA Service Management Software - Change Management
JIRA Service Management Software - Incident Management
JIRA Service Management Software - ITSM On the Go
View 8 more
JIRA Service Management video
JIRA Service Management video
JIRA Service Management video
JIRA Service Management Software - Self-service portal
JIRA Service Management Software - Request Management
JIRA Service Management Software - Change Management
JIRA Service Management Software - Incident Management
JIRA Service Management Software - ITSM On the Go

Features

Total features of JIRA Service Management: 113

  • API
  • Access Controls/Permissions
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Autoresponders
  • Availability Management
  • Backlog Management
  • Backup and Recovery
  • Barcoding/RFID
  • Bug/Issue Capture
  • CRM
  • Capacity Management
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communications Management
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contract Drafting
  • Contract/License Management
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Document Management
  • Document Storage
  • Email Alerts
  • Email Management
  • Feedback Management
  • For IT Project Management
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Incident Management
  • IT Reporting
  • Incident Management
  • Inventory Management
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Location Tracking
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • On Call Scheduling
  • Patch Management
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Project Tracking
  • Queue Management
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Reporting
  • Real-Time Updates
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Routing
  • Rules-Based Workflow
  • Safety Incident Management
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Social Media Integration
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Text Editing
  • Third-Party Integrations
  • Ticket Management
  • Time & Expense Tracking
  • Widgets
  • Workflow Management

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Reviews

Overall rating

4.5 /5
(683)
Value for Money
4.3/5
Features
4.5/5
Ease of Use
4.2/5
Customer Support
4.3/5

Already have JIRA Service Management?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 683
Jordan
Jordan
Overall rating
  • Industry: Outsourcing/Offshoring
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

A great tool that brings visibility, productivity and collaboration to the team

Reviewed on 2023/01/16

You can take so much value from Jira is used correctly and if the team is well aware on how to use...

You can take so much value from Jira is used correctly and if the team is well aware on how to use it. We use it on our daily standups and it helps a lot see what other team members are doing and their progress. You can easily spot who has more buffer and who needs a hand. The history feature is also a big plus to see what was changed in the description of the cards. I see this tool is a perfect fit for big companies.

Pros

Estimating the team's velocity can be pretty accurate when the users fill in their Story Points and the time to completion. Cards also provide a lot of information, team members can collaborate in the comments section and the ability to create sub-tasks is a big plus.

Cons

Jira can become overwhelming for newcomers, specially if there are no explicit policies on how to use it. Also, when marking tasks as Done, it feels the completion time fields are a bit redundant.

Verified Reviewer
Overall rating
  • Industry: Music
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

A great option for on-site ICT service desk management

Reviewed on 2019/07/23

Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of...

Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us. The software is usable in its default setup but we have found that there is still plenty of customisation that can be done if needed to suit more complex requirements.

Pros

I find the UI of Jira Service Desk very clean and modern compared to other service desks software on the market. Included with the service desk is a customisable user-facing portal for users to raise tickets in, which proved very popular with staff when raising tickets alongside traditional email tickets. Due to the way Jira splits service desks into different projects, we were able to create service desks for other departments in the organisation which helped improve productivity and workflow. There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!). We found the default setup of Jira Service Desk fit our needs very well, but it is very easy to customise ticket workflows and other features to suit more complex needs.

Cons

For a service desk technician using Jira Service Desk the back-end UI for managing tickets can be a little overwhelming, however this can be fixed by editing the default workflows for tickets to hide not required information and details. The administration settings are somewhat unintuitively set out for system administrators, but once you get to grips with the layout it becomes easy enough to find what you need from the settings page. We found the instructions on the Atlassian website for setting up an external redirect with a custom URL in IIS a little sparse on detail, but a quick trip to the Atlassian forums cleared up any queries we had with the process.

Reasons for Choosing JIRA Service Management

We switched as part of a service contract change which meant our Kaseya service desk which was provided by our MSP was no longer an option. Instead we decided to look at alternative service desk software that could be used for our needs, and as we were at the time considering implementing both OpsGenie and Confluence (which are also Atlassian products) we decided to remain in the Atlassian ecosystem and choose Jira Service Desk.

Switched From

Kaseya VSA

Reasons for Switching to JIRA Service Management

We chose Jira Service Desk as it was one of the few with a pricing model that worked for us; being a non-profit organisation, their free licencing for non-profits was a huge selling point to us. This was coupled with the fact we were at the time considering implementing both OpsGenie and Confluence (which are also Atlassian products) so we felt staying within the Atlassian ecosystem would prove beneficial.
Verified Reviewer
Overall rating
  • Industry: E-Learning
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

Well, everyone knows Jira — I just decided to reflect here

Reviewed on 2023/01/13

I hate Jira and think the only reason everyone uses it is that they're just used to suffer.Here's...

I hate Jira and think the only reason everyone uses it is that they're just used to suffer.Here's an article about it:[SENSITIVE CONTENT]

Pros

After latest update the visuals are quite pleasant.You can really construct complex filters if you know what you're looking for.Task IDs unfurl into links.Permissions are very granular (although complex and you won't understand how to use them).

Cons

Expensive.No obvious features or you have to pay extra: time tracking, dark mode, CHECKBOXES.

Alex
Overall rating
  • Industry: Retail
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

A fantastic ITSM offering

Reviewed on 2024/08/14

Pros

Cloud-based, extremely flexible, and a large marketplace of third-party applications and plug-ins allow for integration with and endless number of external applications.

Cons

Cost. Compared to the other Atlassian products this is on the much more expensive side as you require more-and-more agents.

Lillian
Lillian
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

We track incoming work with Jira Service Management

Reviewed on 2023/08/14

I prefer Jira Service Management because it is very similar to Jira software; If you are familiar...

I prefer Jira Service Management because it is very similar to Jira software; If you are familiar with Jira software, you will have no problem using this one. Concise but effective.

Pros

First of all, Jira allows us to manage customer support requests in an organized way. They can be tailored to individual squads and relatively easily monitored. All relevant details can be stored in one location in a Jira request. Jira is an easy-to-use tool and request tracker for teams, with features including customizable dashboards, access permissions, and time/effort monitoring.

Cons

Inadequate translation of Jira Service Management into other languages is one of its biggest drawbacks, as it results in an unnatural hybrid between English and the selected language.

Showing 5 reviews of 683 Read all reviews

JIRA Service Management FAQs

Below are some frequently asked questions for JIRA Service Management.

JIRA Service Management offers the following pricing plans:

Free for up to 3 agents 7 day free trial of paid plans Standard: 4-15 agents for $20/agent/month, 16+ agents at discounted price Premium: 4-15 agents for $45/agent/month, 16+ agents at discounted price Enterprise plans are also available, billed annually.

JIRA Service Management has the following typical customers:

2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

JIRA Service Management supports the following languages:

Chinese, Czech, Danish, English, French, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Traditional Chinese

JIRA Service Management supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

JIRA Service Management integrates with the following applications:

8x8 Contact Center, Apwide Golive, Asana, Atlas CRM, Azuqua, Balsamiq, Box, Clerk Invoices, Confluence, Docusign, Dropbox Business, EazyBI Cloud, Elements Connect, Freshdesk, GitHub, Gliffy, Google Analytics 360, Google Docs, Google Drive, Hootsuite, Instabug, Intercom, Jira, Kayako, LiveChat, Metric.ai, Microsoft 365, Microsoft Excel, Microsoft Outlook, OneDrive, PagerDuty, Quip, Salesforce Sales Cloud, ScriptRunner for Jira, ServiceNow, Slack, SumUp, Toggl Track, Trello, Userlane, Usersnap, Watchtower, Workplace from Meta, Zendesk Suite, Zephyr Enterprise, draw.io

JIRA Service Management offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat

Related categories

See all software categories found for JIRA Service Management.