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$60,00/month
- Free Version
- Free Trial
- Subscription
Top 5 alternatives to JIRA Service Management
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
Pricing starting from:
US$60,00/month
- Free Version
- Free Trial
- Subscription
Top 5 alternatives to JIRA Service Management
Images
Features
Total features of JIRA Service Management: 108
Alternatives
Kaseya VSA
ServiceNow Customer Service Management
Azure DevOps Server
Freshdesk
Reviews
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- Industry: Marketing & Advertising
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Excellent service and project management tool
Reviewed on 2022/12/14
For the past five years, I've been using Jira, and during that time I've noticed a big improvement...
For the past five years, I've been using Jira, and during that time I've noticed a big improvement just about every time. It has been easy for us to keep track of the work that other teams have completed by logging it and adding service level agreements. You can use it to delegate tasks within your team, track progress on common goals, and share updates with your colleagues in real time or behind closed doors. Because of this, it is an incredible instrument.
Pros
The default settings for Jira Service Management allow you to maximize its potential right away, with nothing in the way of setup. It is possible to personalize it with a wide variety of settings so that it functions just how one would like it to.
Cons
Because our SSO implementation needs it, in order for a user to sign into the customer portal, they will first need to sign into the parent Jira site.
- Industry: Management Consulting
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Efficient IT Service Management
Reviewed on 2023/02/22
Jira Service Management is a powerful and versatile IT service management software that provides a...
Jira Service Management is a powerful and versatile IT service management software that provides a range of advanced features and tools for tracking and resolving customer support issues. The platform offers flexible workflows, advanced customization options, and robust reporting and analytics capabilities, which can help to improve productivity, efficiency, and customer satisfaction. The platform integrates seamlessly with other Atlassian products and third-party tools, providing users with a comprehensive solution for IT service management. Overall, Jira Service Management is a reliable and effective tool for managing IT service operations.
Pros
Appreciate the platform's flexibility, customization options, and advanced reporting and analytics capabilities. The software allows users to customize workflows, set up automated notifications and alerts, and create customized reports and dashboards, which can help to improve productivity and efficiency. Additionally, the platform integrates seamlessly with other Atlassian products and third-party tools, providing users with a comprehensive solution for IT service management.
Cons
The pricing structure to be relatively expensive, especially for smaller organizations or businesses with limited budgets. Finally, while the platform's reporting and analytics capabilities are robust, some users might find that the reporting interface could be more intuitive or user-friendly.
- Industry: E-Learning
- Company size: 51–200 Employees
- Used Daily for 2+ years
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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.
- Industry: Business Supplies & Equipment
- Company size: 10 000+ Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Streamlined ITSM with JIRA Service Management
Reviewed on 2023/02/03
I've been blown away by JIRA Service Management. It has truly revolutionized the way my team...
I've been blown away by JIRA Service Management. It has truly revolutionized the way my team operates, making our processes so much smoother and more efficient. The platform is packed with features and capabilities, but it never feels overwhelming or confusing. I highly recommend JIRA Service Management to any team looking to improve their ITSM operations.
Pros
JIRA Service Management is a game-changer for ITSM. The platform is so user-friendly and easy to navigate, even for those who are new to ITSM. The self-service portal is a huge plus, allowing teams to quickly find the information they need without having to wait for assistance. Workflows are streamlined, and automation rules make life so much easier. The open collaborative platform is also a huge advantage, allowing teams to coordinate their efforts with ease.
Cons
The only downside I've encountered so far is that some of the more advanced features can be difficult to understand and set up at first. However, the support team is always available to assist, so it's not a huge issue.
- Industry: Information Technology & Services
- Company size: 501–1 000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Must Have for IT Project Management
Reviewed on 2023/02/21
Pros
It's a robust platform that boosts IT Team's overall performance
Cons
Notnative integration with channels such as slack; but there are amazing plugins out there to fulfill this need
JIRA Service Management FAQs
Below are some frequently asked questions for JIRA Service Management.Q. What type of pricing plans does JIRA Service Management offer?
JIRA Service Management offers the following pricing plans:
- Starting from: US$60,00/month
- Pricing model: Free Version, Subscription
- Free Trial: Available
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.
Q. Who are the typical users of JIRA Service Management?
JIRA Service Management has the following typical customers:
2–10, 11–50, 51–200, 201–500, 501–1 000, 1 001–5 000
Q. What languages does JIRA Service Management support?
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
Q. Does JIRA Service Management support mobile devices?
JIRA Service Management supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does JIRA Service Management integrate with?
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, Emburse Abacus, Exalate, 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, Stride, SumUp, Tempo Budgets, Toggl Track, Trello, Userlane, Usersnap, Watchtower, Workplace from Meta, Zendesk Suite, Zephyr Enterprise, diagrams.net
Q. What level of support does JIRA Service Management offer?
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.
- Customer Service Software
- Help Desk Software
- ITSM Tools
- Remote Support Software
- IT Asset Management Software
- Issue Tracking Software
- IT Software
- Bug Tracking Software
- IT Service Software
- Complaint Management Software
- IT Project Management Software
- Service Desk Software
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- Incident Management Software
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