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About JIRA Service Management
Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution that unlocks high-velocity teams.
IT is in the midst of rapid transformation to build capabilities that enable quick delivery of great services while managing cost and risk. But old ways of working constrain progress. Rigid processes limit team agility. Disparate, disconnected tools interrupt the flow of information and hinder good decision-making. With Jira Service Management, teams 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
- Gain visibility into infrastructure and understand service dependencies
- Set up advanced SLA metrics and report on performance in real-time
- Configure automated rules so users can streamline repetitive tasks and agents can get more done
With over 1000+ integrations on Atlassian Marketplace, including CircleCI, Jenkins, AWS, and more, Jira Service Management can be easily customized to fit any team’s needs.
JIRA Service Management pricing
JIRA Service Management has a free version and offers a free trial. JIRA Service Management paid version starts at US$17.65/month.
Starting Price:
US$17.65/month
See pricing details
Free Version:
Yes
Free trial:
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JIRA Service Management Reviews
Feature rating
5 reviews of 677
View all reviews
Dawit
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
4
5
Reviewed on 13/06/2023
Effortless Collaboration and Task Management: A Closer Look at JIRA Service Management
My overall experience with JIRA Service Management has been exceptional. The platform has revolutionized our incident management process and significantly improved collaboration among team members
Pros
One of the aspects I liked most about Jira Service Management was its exceptional incident resolution efficiency. The platform truly excels in streamlining the incident management process, enabling our team to respond swiftly and effectively to any issues that ariseWith Jira Service Management, we were able to create a centralized incident ticketing system that provided complete visibility into ongoing incidentsThe automation capabilities of Jira Service Management were a game-changer. We were able to set up predefined workflows and triggers, ensuring that incidents were routed to the appropriate teams and escalated as needed
Cons
While Jira Service Management offers a plethora of robust features, one area that I felt could benefit from improvement was its reporting capabilities. Although the platform provides basic reporting functionalities, there are certain areas where additional enhancements would be valuable
Denise
- Industry: Marketing & Advertising
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5
5
Reviewed on 14/12/2022
Excellent service and project management tool
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.
Rupa
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
4
4
Reviewed on 19/08/2024
Excellent software for incident and ticket management
It is a intutive software that has made our incident and ticket management so easy
Pros
It has made the incident and ticket mangement so easy. Its jntegration witj Zendesk is so helpful
Cons
The configuration takes a bit of time. If you have not used Jira earlier then learning takes a bit if time.
Nick
- Industry: Financial Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
3
Features
3
Ease of Use
2
Customer Support
0
3
Reviewed on 23/07/2022
Great for Smaller Businesses, not for the Large Enterprise
Pros
Service Management is very easy to get going "out of the box" for small organizations. We stood this up apart from our enterprise's main service management tool because we had special needs for our intake forms and this allowed us to do the customization needed without going through rigorous development through the enterprise level tool.
Cons
Form design for your main portal can sometimes be wonky, as navigating through the options takes a bit of getting used to and aren't the most intuitive at first. Workflows are also very simple and complex decision-making based on external data is not readily available.
Alternatives Considered
ServiceNowReasons for Switching to JIRA Service Management
Service Management ultimately was chosen because it integrated perfectly with our Jira instance and allows for seamless story/epic creation from internal customer requests, porting the information over was made very easy by this fact and the workflows you can create between the two are very useful.- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
0
Features
5
Ease of Use
3
Customer Support
0
5
Reviewed on 3/06/2024
One of the best choices for a customer service desk
Pros
Highly customisable service desk portal, from the fields to the UI. We can set up a new portal in minutes for every new project and easily tie the tickets to our internal Jira Software projects keeping internal and external discussions separate.
Cons
SLA management should be made easier as well as the reporting options. Naturally the easy integration between the service desk and the software issue tracking system occurs if you are using Atlassian, good luck with other tools.
