About JIRA Service Management

Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira platform.

IT is in the midst of rapid transformation to build capabilities that enable rapid delivery of great services while managing cost and risk. But old ways of working constrain progress. Rigid processes limit team agility and speed. Disparate, disconnected tools interrupt the flow of information that accelerates good decision-making. Development and operations teams continue to fight through siloed tooling that’s critical to enabling a high-performing digital business. With Jira Service Management, you 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,
- Connect to CI/CD tools like Bitbucket Pipelines, Jenkins, and CircleCI
- Group incidents to problems, fast-tracking root cause analysis
- Gain visibility into infrastructure and understand service dependencies
- Set up a knowledge base to enable self-service
- Set up advanced SLA metrics and report on performance in real-time
- Configure automate rules so users can streamline repetitive tasks and agents can get more done

Jira Service Management is a leader in Gartner's Magic Quadrant, named as a Strong Performer in the Forrester Wave™️: ESM and used by more than 25,000 organizations worldwide.

Pricing starting from:

US$20.00/month

  • Free Trial
  • Free Version
  • Subscription

Key benefits of JIRA Service Management

- Simple for your team to get started with ITSM, but also adaptable as you scale: with processes that can be continuously tuned to their unique needs, teams can deliver more value fast while pivoting more easily when needed
- Customized for teams, standardized for global organizations: standardize on tooling that’s flexible enough to support diverse team needs while not sacrificing the ability to work across teams
- Open collaborative platform: Collaborate across the organization more effectively by providing teams with visibility into the work of others
- Track work across the enterprise: Link issues across Jira and ingest data from other software development tools, so your IT support and operation teams have richer contextual information to rapidly respond to requests, incidents, and changes.
- Connect Dev and Ops: Deliver more customer impact while managing risk. Accelerate critical development work, eliminate toil, and deploy changes with ease, all backed by a complete audit trail for every change

Devices

Business size

S M L

Markets

Australia, Brazil, Canada, China, Germany and 4 others, United Kingdom, India, Japan, United States

Supported Languages

Chinese, Czech, Danish, English, French and 12 others, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Traditional Chinese

Pricing starting from:

US$20.00/month

  • Free Trial
  • Free Version
  • Subscription

Images

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
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JIRA Service Management video
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

Features

Total features of JIRA Service Management: 98

  • API
  • Access Controls/Permissions
  • Administrative Reporting
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Automated Scheduling
  • Automatic Lead Distribution
  • Availability Management
  • CRM
  • Capacity Management
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customer Segmentation
  • Customer Service Analytics
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Dashboard
  • Data Import/Export
  • Document Storage
  • Email Alerts
  • Email Management
  • Employee Portal
  • Employee Self Service
  • Feedback Management
  • Filtering
  • Help Desk Management
  • IT Asset Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • Patch Management
  • Performance Metrics
  • Prioritisation
  • Problem Management
  • Procurement Management
  • Productivity Analysis
  • Project Management
  • Queue Management
  • Real Time Analytics
  • Real Time Reporting
  • Real-Time Chat
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Routing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Social Media Integration
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Supports Agile
  • Surveys & Feedback
  • Task Management
  • Text Editing
  • Third Party Integrations
  • Ticket Management
  • Time & Expense Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management

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Freshservice

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Reviews

Overall rating

4.4 /5
(269)
Value for Money
4.2/5
Features
4.3/5
Ease of Use
4.2/5
Customer Support
4.3/5

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Software buyers need your help! Product reviews help the rest of us make great decisions.

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Showing 5 reviews of 269
Josemaria G.
Overall rating
  • Industry: E-Learning
  • Company size: 51-200 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

From the Trusted Atlassian

Reviewed on 8/04/2019

In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs...

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.

Verified Reviewer
Overall rating
  • Industry: Entertainment
  • Company size: 501-1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Powerful and Capable, but easy to over complicate things

Reviewed on 7/11/2020

Initial setup can be complex but it can also be super powerful if you are able to configure it...

Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn

Pros

Its flexibility. It's a simple statement, I agree, and you're probably reading this wondering why I'm being so vague. But JIRA software is a bit hard to summarize simply because it's just so flexible. There's no "correct" way to use it.

It's rest API is pretty powerful too and very easy to extend Jira to "integrate" with 3rd party applications that doesn't have an official Jira integration.

Cons

Creating workflows can easily become very confusing and you can easily break how your projects in Jira work if you aren't careful. With every Jira production license you also get a free dev license so that you can set up an isolated dev/staging environment. This is invaluable and highly recommended. The downside is that there is no easy way to migrate any of your changes from dev to production. But there are 3rd party plugins for that.

Luke S.
Overall rating
  • Industry: Computer Software
  • Company size: 1,001-5,000 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 7.0 /10

Jira for IT Teams

Reviewed on 12/05/2021

Overall, this is a great tool for service teams. Managers will enjoy the dashboard view of metrics...

Overall, this is a great tool for service teams. Managers will enjoy the dashboard view of metrics and the customizable queues.

Pros

The Service Management tool for Atlassian is a great option for medium to large teams. One of my favorite things about this is the customizable options for all areas of the tool. It can be expanded to include all kinds of reportable metrics for teams of any size. There are tons of integrations as well, making this a great tool for those who want flexibility.

Cons

Jira tends to launch updates or force updates for the interface right when we get used to the last set of changes. It is also somewhat slow, or slower than I think it should be, even with solid internet connectivity.

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

In absence of better software it might be...

Reviewed on 20/06/2021

I’m working in scrum team. But I’m a part of big it organization. Jira helps us to reflect...

I’m working in scrum team. But I’m a part of big it organization. Jira helps us to reflect complexity of our organization and help to collaborate and to track work to be done and done already. It have many reporting options. But for me there is a little bit too much of options that I’m not using - features overkill which only contaminate usability. If you could decide how to clean a view it would be great. But as I said in title - although it’s not dream software in absence of better it serves well.

Pros

Most important functions, from perspective of scrum or devops team member, can be learn quickly and used easily. Also it gives a lot of option of organizing workflow between many agile teams. You can have different levels of tasks - and visualizations to them. I like that you can organize many boards and link everything. It takes of course a little bit of consistency in following the rules in order to not create a mess.

Cons

Well, it tends to have sudden downtime.. for no reason (well at least from my perspective) it’s not responding. Speed interface could be improved. Sometimes you have to wait a while after an action performed.

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Of great help to implement AGILE methodologies in a work team

Reviewed on 16/06/2021

Pros

It is a very useful tool for project management and documentation, since it can be linked with different applications, as well as allowing you to implement various work modalities

Cons

At the beginning it has a high learning curve, until you can have a basis on how to use it

Showing 5 reviews of 269 Read all reviews

JIRA Service Management FAQs

Below are some frequently asked questions for JIRA Service Management.

JIRA Service Management offers the following pricing plans:

  • Starting from: US$20.00/month
  • Pricing model: Per Feature
  • Free Trial: Available

JIRA Service Management has the following typical customers:

2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

JIRA Service Management supports the following languages:

Chinese, Czech, Danish, English, French, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Traditional Chinese

JIRA Service Management supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

JIRA Service Management integrates with the following applications:

8x8 Contact Center, Asana, Atlas CRM, Azuqua, Balsamiq, Box, Confluence, DocuSign, Dropbox Business, Emburse Abacus, Freshdesk, GitHub, Gliffy Diagram, Google Analytics, Google Docs, Google Drive, HipChat, Hootsuite, Intercom, Jira, Kayako, LiveChat, Metric.ai, Microsoft 365, Microsoft Excel, Microsoft Outlook, OneDrive, PagerDuty, Quip, Salesforce Sales Cloud, ServiceNow, Slack, Stride, Toggl Track, Trello, Userlane, Workplace by Facebook, Zendesk, Zephyr, diagrams.net

JIRA Service Management offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat

Related categories

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