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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 674
View all reviews
Shayla
- Industry: Internet
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5
5
Reviewed on 15/02/2023
Probably the top program for managing projects
Jira is a sophisticated and flexible project management solution with a wide range of applications. Jira's strengths lie in the depth of its task management features, the breadth of its integrations, and the depth of its reporting and analytics tools, all of which contribute to the program's capacity to help you better understand your projects and teams.
Pros
To accommodate the fact that various people have different ways of doing things, this user interface may be easily altered to fit individual needs. Jira makes it simple and quick to design and implement unique workflows and rules. One way to break down large projects into manageable chunks is to keep everyone in the loop on how things are shaping up.
Cons
Jira's flexibility allows for personalization, but more in-depth modifications may call for specialized skillsets.Performance difficulties: Some users may have performance issues, especially when working with larger projects or those that include complicated procedures.
Tora
- Industry: Financial Services
- Company size: 10,000+ Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4
4
Reviewed on 30/04/2023
Expert service management system
I mainly use it for task management on small projects, but I plan to gradually expand the scope of use as I get used to the operation and screen environment. Since it can be used in a wide range, it is recommended that I use it for task management and workflow for small-scale projects with a small number of people to get a feel for its operation. Sharing issues with project members in other companies or remote locations is possible. You can discuss and work on a common visualized platform, such as managing work progress and solving problems.
Pros
It is a slightly different tool from the so-called general ITSM system (or service). Operation and maintenance (though not limited to) tend to be individualized. Still, JIRA caters to tasks and support on a "role" basis, so sharing knowledge using OJT is possible, depending on ingenuity.
Cons
It may be a problem due to the multifunction, but I think the problem is that the screen is a bit hard to see. (The problem may be solved by changing the layout of frequently used functions, but I haven't used it much yet, so I think it will be a problem that will be solved as I use it).
Alternatives Considered
ManageEngine ServiceDesk PlusReasons for Choosing JIRA Service Management
Because we can search by tag, we can quickly find problems and solutions, success stories and reference examples. Since the SLA can be configured according to individual design, the achievement status can be confirmed in a report, and the current progress and what needs to be done can be shared immediately. Full-text search is possible with indexing, so this system has a sense of security, even if you think you missed it.Switched From
ServiceNowReasons for Switching to JIRA Service Management
Functionality that manages queries centrally. Improved working conditions enhance visualization and efficiency. Queries, support and information distribution are centralized, so there is no waste in work, and it is simple and clear what to do next so that I can do my job.
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 03/06/2024
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.
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.
