--- description: Review of JIRA Service Management Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice New Zealand. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: JIRA Service Management | Reviews, Pricing & Demos - SoftwareAdvice NZ --- Breadcrumb: [Home](/) > [Incident Management Software](/directory/4577/incident-management/software) > [JIRA Service Management](/software/116349/jira-service-management) # JIRA Service Management Canonical: https://www.softwareadvice.co.nz/software/116349/jira-service-management Page: 1 / 32\ Next: [Next page](https://www.softwareadvice.co.nz/software/116349/jira-service-management?page=2) > JIRA Service Management is a service management platform designed to support various teams, including IT, engineering, HR, facilities, and operations. It provides a centralized system for managing requests, helping organizations streamline service delivery across departments. The platform includes AI-based features that enhance service efficiency. Virtual agents offer self-service options by answering employee questions using existing knowledge. The agents can triage requests, suggest resolution steps, and identify knowledge gaps to improve support resources. JIRA Service Management supports collaboration between development and operations teams by providing visibility into workflows, which helps accelerate deployments and reduce risks. Incident management tools include AI-assisted detection, resolution workflows, and automated post-incident reviews to strengthen service reliability. JIRA Service Management includes customizable help centers with templates tailored to specific departments such as IT and HR. It offers transparent request tracking, allowing stakeholders to monitor the progress of their requests. The platform connects teams and workflows across the organization through tools that link people, tasks, and goals. It can also be customized with additional applications available through the Atlassian Marketplace. > > Verdict: Rated **4.5/5** by 770 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.5/5** | 770 Reviews | | Ease of Use | 4.2/5 | Based on overall reviews | | Customer Support | 4.3/5 | Based on overall reviews | | Value for Money | 4.3/5 | Based on overall reviews | | Features | 4.5/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: Atlassian - **Location**: San Francisco, US - **Founded**: 2013 ## Commercial Context - **Starting Price**: US$20.00 - **Pricing model**: Per User (Free version available) (Free Trial) - **Pricing Details**: 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. - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Windows (On-Premise), Linux (On-Premise), Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Chinese, Czech, Danish, English, French, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Traditional Chinese - **Available Countries**: Albania, Angola, Armenia, Australia, Austria, Azerbaijan, Belarus, Belgium, Brazil, Bulgaria, Canada, China, Croatia, Cyprus, Denmark, Estonia, Finland, France, Georgia, Germany and 33 more ## Features - API - Access Controls/Permissions - Activity Tracking - Agile Methodologies - Alerts/Escalation - Alerts/Notifications - Analytics - Approval Process Control - Approval Workflow - Asset Lifecycle Management - Asset Tracking - Assignment Management - Audit Management - Audit Trail - Automated Routing - Autoresponders - Availability Management - Backlog Management - Backup and Recovery - Barcoding/RFID ## Integrations (98 total) - 8x8 Contact Center - Admin Tools for Jira - Agile Poker for Jira - Apwide Golive - Asana - Asset Management for Jira - Asset Tracker for Jira - Atlas CRM - Azuqua - Balsamiq - BigGantt - BigPicture - BigQuery Connector for Jira - Bitbucket - Boomerang: Reminders for Jira Issues ... and 83 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - Chat ## Category - [Incident Management Software](https://www.softwareadvice.co.nz/directory/4577/incident-management/software) ## Related Categories - [CMDB Software](https://www.softwareadvice.co.nz/directory/4249/cmdb/software) - [IT Management Software](https://www.softwareadvice.co.nz/directory/4563/it-management/software) - [Complaint Management Software](https://www.softwareadvice.co.nz/directory/499/complaint-management/software) - [IT Service Software](https://www.softwareadvice.co.nz/directory/4207/it-service/software) - [Service Desk Software](https://www.softwareadvice.co.nz/directory/4256/service-desk/software) ## Alternatives 1. [PDQ Deploy & Inventory](https://www.softwareadvice.co.nz/software/419203/pdq-deploy-and-inventory) — 4.8/5 (341 reviews) 2. [Action1](https://www.softwareadvice.co.nz/software/261079/action1) — 4.9/5 (237 reviews) 3. [Milvus](https://www.softwareadvice.co.nz/software/246233/milvus) — 4.8/5 (298 reviews) 4. [Freshservice](https://www.softwareadvice.co.nz/software/436317/freshservice) — 4.5/5 (733 reviews) 5. [Wrike](https://www.softwareadvice.co.nz/software/3777/wrike-pm) — 4.4/5 (3016 reviews) ## Reviews ### "Jira updates" — 5.0/5 > **Adam** | *16 June 2026* | Management Consulting | Recommendation rating: 7.0/10 > > **Pros**: Latest updates have really helped organise projects and the work within our team. It’s become more user friendly. > > **Cons**: There’s still a required learning curve with the tool. Whilst it’s easier to use it does require some training > > It’s really positive and something we use everyday as a team. I’m impressed with the new changes they’ve made. ----- ### "JIRA good Start and a simple but effective Service Management Tool" — 4.0/5 > **Richard** | *1 July 2025* | Information Technology & Services | Recommendation rating: 8.0/10 > > **Pros**: Ease of configuration and customization was relatively easy and and the box experience initially worked well. The team was up and running in a matter of hours, not days. > > **Cons**: Not as easy to get integrating,you have to purchase apps or plugins to gain what should be relatively straightforward connections to 3rd party apps. > > Good to start with, served its purpose and worked as a basic service desk tool. Would have liked more integration and better dashboard reporting. Overall as a starting point, it worked, but the group as a whole needed a more elaborate solution with a focus on more detailed reporting for different tiers of management. ----- ### "It has become my main work helper" — 5.0/5 > **Eulogio** | *19 March 2026* | Consumer Goods | Recommendation rating: 9.0/10 > > **Pros**: Again, flexibility; although the tool can help and guide users, you can always look for the most tailored customisation to your needs. > > **Cons**: Same comment, sometimes it is difficult to apply to waterfall managed projects, but there is always a way to tweak things. > > It has become my main management and communication tool to handle dozens of different tasks, tests, approvals... ----- ### "Jira - great tool" — 4.0/5 > **katie** | *11 March 2026* | Oil & Energy | Recommendation rating: 8.0/10 > > **Pros**: I like that Jira service management allows me to track IT projects and allocate work items to the developers working on the project. There is a function that times stand ups which we hold each morning to discuss our work items. If working in an agile framework you can set Jira up to run your sprints , currently we work in 2 weeks sprint. > > **Cons**: Quite hard to set up to start with but once the projects are set up it works well. There is a lot of admin work to add all the tasks however this would be the same as any project set up. > > I now enjoy working with Jira service management now that I have been using this each day for the last year. It is a great tool to spilt out work items and mange these each day using a kahban board , this shows easily what work items we have completed , that are in review/ready to start or in progress. ----- ### "Like it, useful" — 4.0/5 > **Valentino** | *8 July 2025* | Entertainment | Recommendation rating: 8.0/10 > > **Pros**: I love how easy it is to manage and prioritize support tickets. The automation saves us tons of time daily. > > **Cons**: The learning curve was steep at first. Setting up workflows took time and required outside help from IT. > > Overall, it's a powerful tool that helped our team streamline support, reduce delays, and improve response times. ----- Page: 1 / 32\ Next: [Next page](https://www.softwareadvice.co.nz/software/116349/jira-service-management?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.co.nz/software/116349/jira-service-management) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data