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$60.00/month.

Starting Price:
US$60.00/month See pricing details
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 361 View all reviews
Josemaria
  • 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 08/04/2019

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.

David Felipe
  • Industry: Retail
  • Company size: 51-200 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
3
Features
3
Ease of Use
3
Customer Support
0

4
Reviewed on 13/10/2022

Does the job, but not fun to use

We are a software-as-a-service company, that offers 24/7 support for our software-based products with very strict SLAs.
Some of the issues need to be escalated to different support tiers and sometimes to engineering or product teams.

Pros

- Integration with other Atlassian products like Jira Software
- Custom fields that let you customize the requests

Cons

- Automation is very basic
- Sometimes difficult to use
- Expensive, we try to reduce the number of users using it

Alternatives Considered

Freshdesk and Zendesk Suite

Reasons for Switching to JIRA Service Management

We were already using JIRA software and having a seamless integration between customer requests and engineering work was vital for us
Justyn
  • Industry: Information Technology & Services
  • Company size: 2-10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
0
Features
4
Ease of Use
1
Customer Support
3

2
Reviewed on 28/11/2022

Highly Customizable, Overcomplicated

Pros

Wide range of features, easy collaboration

Cons

Permissions and Settings are TOO fine-grained

patrick
  • Industry: Computer Software
  • Company size: Self Employed
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 17/08/2022

patson jira review

I work with it to manage my work and to build and track the application without wasting my time this is good software to work with it

Pros

I was working with this software for so long it's always a great software it's a fastest product that help me track my application what I will says is, it's a great way to work with it as a developer

Cons

"great product ever that helps you manage all your work in one place and supplying you with great result

Gábor
  • Industry: Automotive
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 28/10/2022

Jira, one of the best ticketing tools

I have been using JIRA and its different versions, distributions, add-ons for a time now.This is one of the best-known yet expensive solution for ticketing, and one of the best working one.You may check what points I have collected for pros and cons, yet if I could, I would use and recommend JIRA.The interface what most people "ragging" about JIRA, indeed needs to time to get familiar with, but Salesforce and its chatter, JIRA is still better.There are training material, some on-boarding also available in-built for JIRA and after a few ticket, you are ready to go on your own.In every sector you can find ticketing tools, JIRA is customizable according to your needs.If a lot of people are going to use it, I recommend to have an on-premise solution with a lot of power.There are rivals to JIRA, even in-house ticketing tools, in my company now we have 2 systems, yet an IT-provider can use a lot of them, causing a chaos.JIRA is continuously being developed, there are 3rd party extensions to it, quite stable.

Pros

Can clone tickets, create linked issues Can create parent-child relationshipsOther Atlassian sw. products and modules are well integratedScreenshots can easily be attachedPossible to delegate close bulkily ticketCan mention colleagues to make them remember about the tasksOptions to connect 3rd party developmentsExport modes are greatCan connect an e-mail address for processing

Cons

Lack of dark modeRedirecting tickets with the old IDs sometimes weirdScheduled reports could be usefulSimple "User" mode/layout is not enoughUI is not that easy at first, still better then Salesforce.JIRA is a general ticketing tool I would say, but there are others focusing on more on a technical side, like HP SM9.

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