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 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
JIRA Service Management video
JIRA Service Management Software - Self-Service Portal - thumbnail
JIRA Service Management Software - Request Management - thumbnail
JIRA Service Management Software - Change Management - thumbnail
JIRA Service Management Software - Incident Management - thumbnail
JIRA Service Management Software - ITSM On the Go - thumbnail

JIRA Service Management pricing

JIRA Service Management has a free version and offers a free trial. JIRA Service Management paid version starts at US$20.00/month.

Starting Price:
US$20.00/month
Pricing Details:
Free 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.
Free Version:
Yes
Free trial:
Yes

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JIRA Service Management Reviews

Feature rating

Value for Money
4.2
Functionality
4.3
Ease of Use
4.2
Customer Support
4.3
5 reviews of 304 View all reviews
Josemaria G.
  • Industry: E-Learning
  • Company size: 51-200 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
0

5
Reviewed on 8/04/2019

From the Trusted Atlassian

In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs it up, its family of related apps and, the current integrations with existing third-party apps out there. Jira SD is well worth trying out.

Pros

From the same company of my favorite and trusted apps like Trello and Jira... We then gave Jira Service Desk a try. The user interface has a modern look and feel and is intuitive enough even for a novice user or admin. It has a pretty standard set of tools to run your usual IT Helpdesk and Support roles straight out of the box (Incident management, Problem, Change, SLA management, etc.). In fact, you can set up your helpdesk well within an hour (of course not counting the per company nitty-gritty). Default setup works, but it's also super customizable based on your company needs. The Dashboard has all the at-a-glance metrics, statistics and graphs to keep you up to speed with the overall status.

Again, coming from Atlassian, it has a ton of possibilities in terms of integration with other apps. I feel the constant stream of dev improvements and updates.

Cons

Even though I mentioned that the third party apps can be easily integrable, we find the documentation for creating one's own integration apps a bit lacking. Also, the creation of tickets can be more streamlined or simplified (perhaps with the minimum number of fields and button clicks) to make it easier or faster to create and then further details can follow.

Ashish V.
  • Industry: Insurance
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5

4
Reviewed on 8/06/2022

Life Savior tool for Agile Projects

JIRA is becoming one shop all for all project management needs.
It also act as a tracking warehouse for all project management and IT management activities in current agile world.
Scrum meeting actions and stories are easy to browse compared to other existing tools on premise.
JIRA is also efficient to manage code control versioning easily by rapidly varying requirements.
It saves a huge cost for placeholder for our IT Asset management when migrated from traditional software

Pros

JIRA service management is very use friendly software in day to day project activities.
JIRA has been excellent tracking tool for testing bugs, defects easily during entire project cycle.
It is very effective place holder for IT asset management and project management phases.
JIRA has capabilities to integrate with multiple ITSM management tools and reporting tools for effective reports and dashboarding.

Cons

New changes for html pages take little more time for loading when moved to production.
Version controlling sometimes create hiccups during rollback period.

Alternatives Considered

Confluence

Reasons for Choosing JIRA Service Management

JIRA is more user friendly and easy to mange across enterprise compared to Excel. Macros behaviors were pain points during maintenance but JIRA resulted as cost effective tool for corporates model.

Switched From

Microsoft Excel

Reasons for Switching to JIRA Service Management

It is more cost effective and user friendly software compared to Confluence. It is easy to track for scrum stories and follow agile approach to avoid standard documentation hours
Daniel C.
  • Industry: Utilities
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Features
4
Ease of Use
3
Customer Support
0

3
Reviewed on 22/06/2022

Administrator

Pros

The product is easy to use and user friendly

Cons

The product cannot integrate with the existing company project and incident management application

Verified Reviewer
  • Industry: Financial Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 1/04/2022

Service Management Tool Anybody Can Use

Pros

The ease of use and anybody can use the tool for Ticketing, project management, issue tracking, dashboards etc...

Cons

The options are at times clumsy and confuse the end users when the data is too much.

Alternatives Considered

ServiceNow

Reasons for Choosing JIRA Service Management

The cost was too high and we couldn't afford the price for the project budget.

Switched From

Track-It!
Verified Reviewer
  • Industry: Computer Software
  • Company size: 501-1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Features
5
Ease of Use
4
Customer Support
0

4
Reviewed on 5/05/2022

Excellent project management tool

I have been working with JIRA Service Management for 4 years now and I found out that every process connected to software development can be easily described and tracked using this tool. I have also used the ticketing system a lot and found it very intuitive and always found what I needed.

Pros

It's the best tool for project management I have worked with. It's best at tracking progress of user stories and tasks, but works well also as a ticketing system and time tracking application. It is easy to track multiple projects at once thank to a possibility to create dashboards and groups for each of them. It can also be integrated with confluence in order implement an integrated knowledge base.

Cons

The text editor could be improved, as well as some features could be implemented to make the user stories and filtering management a bit more user-friendly and provide better user experience.

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