JIRA Service Management
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$19.04/month
- Free Version
- Free Trial
- 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
Typical Customers
- Freelancers
- Small Businesses (2-50)
- Mid-size Companies (51-500)
- Large enterprises (500 and more)
Deployment
- Cloud-based
- On-premise
Pricing starting from:
US$19.04/month
- Free Version
- Free Trial
- Subscription
Images
Features
Total features of JIRA Service Management: 112
Alternatives
osTicket
Pivotal Tracker
Intercom
Salesforce Service Cloud
Reviews
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- Industry: Hospital & Health Care
- Company size: 11–50 Employees
- Used Weekly for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
The best tool for Helpdesk which works seamlessly with Jira
Reviewed on 8/11/2023
My team enjoys this tool a lot and we surely feel this is the most suited tool for the workflow we...
My team enjoys this tool a lot and we surely feel this is the most suited tool for the workflow we have. Highly recommend for helpdesk in IT
Pros
Works so well with a support email ID to collect client helpdesk issues, and even link them to development (IT project) tickets
Cons
Perhaps the dashboards can be easier and more insightful, for checking workload, number of issues managed per staff member etc
Alternatives Considered
Zendesk SuiteReasons for Switching to JIRA Service Management
Since we have a lot of helpdesk tickets that may translate into a product feature, or enhancement or bugs that can be forwarded to the IT development team, we wanted to use something that syncs with JIRA very well- Industry: Computer & Network Security
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Jira used by a system engineer
Reviewed on 14/06/2024
Overall, JIRA Service Management is powerful and customizable, but has a complex setup, steep...
Overall, JIRA Service Management is powerful and customizable, but has a complex setup, steep learning curve, and can be costly.
Pros
Seamless JIRA integration, customizable workflows, advanced automation, user-friendly interface, robust reporting, scalable, SLA management, and extensive third-party integrations.
Cons
Complex setup, expensive for small teams, slower with large data, steep learning curve, and overwhelming customization for non-tech users.
Switched From
ActiveCollabReasons for Switching to JIRA Service Management
Easy to use, cost effective and they gave discount plus many many more benefits- Industry: Health, Wellness & Fitness
- Company size: 5,001–10,000 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Jira is a good tool but need to know the limitation
Reviewed on 13/12/2023
The ITSM offers a high-quality service and a competitive price compared to other tools. However, it...
The ITSM offers a high-quality service and a competitive price compared to other tools. However, it requires a skilled implementation partner for a successful deployment. This tool also needs ongoing support and maintenance to ensure optimal performance. It is not advisable to rely on a short-term professional service during deployment without continuous support/improvement.
Pros
Jira's ITSM module is user-friendly and intuitive. You don't need much training to master it. One of the features I appreciate most is the ability to mention other people with @ in the comment section and keep them updated on the ticket status.
Cons
The IT asset management module is very complex and requires a lot of configuration to enable the basic features. The out of box feature in this module was not useful for my purposes. I had to set up the IT asset classes from the schema level, which was time-consuming and tedious.
- 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
Powerful Bridge with Developer
Reviewed on 12/11/2024
It is extremely helpful product to know the developement and bugs related progress and to keep...
It is extremely helpful product to know the developement and bugs related progress and to keep track on all the ongoing information.
Pros
Perfect tool to keep track on the request and make a bridge with the developer team. Able to edit content , know the progress , discuss the issues are quite easy and effective with Jira.
To see the histories of JIRA and to link the related issues it's all good.
Cons
Jira is somehow costly for small orgs. Little bit complicated platform with excessive options.
- Industry: Real Estate
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Jira Service Desk Management
Reviewed on 25/03/2024
Overall I have been using Jira Service Mangement for 6 years and I love finding about new features...
Overall I have been using Jira Service Mangement for 6 years and I love finding about new features and integrations.
Pros
I like the analytics and incident management part of the Jira service desk management and of course the ease of locating tickets and updating them.
Cons
I feel like JQL is necessary for important searches which not everyone has experience with.
JIRA Service Management FAQs
Below are some frequently asked questions for JIRA Service Management.Q. What type of pricing plans does JIRA Service Management offer?
JIRA Service Management offers the following pricing plans:
- Starting from: US$19.04/month View Pricing Plans
- Pricing model: Free Version, Subscription
- Free Trial: Available
Free for 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.
Q. Who are the typical users of JIRA Service Management?
JIRA Service Management has the following typical customers:
2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does JIRA Service Management support?
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
Q. Does JIRA Service Management support mobile devices?
JIRA Service Management supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does JIRA Service Management integrate with?
JIRA Service Management integrates with the following applications:
8x8 Contact Center, Admin Tools for Jira, Agile Poker for Jira, Apwide Golive, Asana, Asset Management for Jira, Asset Tracker for Jira, Atlas CRM, Azuqua, Balsamiq, BigGantt, BigPicture, BigQuery Connector for Jira, Boomerang: Reminders for Jira Issues, Box, Calendar for Jira, Cards for Jira, Chat for Jira Service Desk, Checklist for Jira, Clerk Invoices, Confluence, Dashboard Hub for Jira, Delivery Tracking & Reporting for Jira, Didit, Docusign, Dropbox Business, EazyBI Cloud, Elements Connect, Email&Tasks: Jira Cloud for Gmail, Excel-like Issue Editor for Jira, Excel-like Tables for Jira, Forms & Checklists for Jira, Foxly, Freshdesk, GitHub, Gliffy, Google Analytics 360, Google Docs, Google Drive, Google Sheets, Hootsuite, HubSpot CRM Integration for Jira, Instabug, Intercom, Issue History for Jira, JXL, Jenkins, Jira, Kayako, Linksy, LiveChat, Mermaid Chart, Metric.ai, Microsoft 365, Microsoft 365 for Jira, Microsoft Excel, Microsoft Outlook, Microsoft Power BI, Microsoft Power BI Connector for Jira, Microsoft SharePoint, OKR for Jira, OneDrive, Oracle Analytics Connector for Jira, PagerDuty, Power BI Connector for Jira, QAlity Plus, QMetry Test Manager, Quip, Revyz Data Manager for Jira, Rewind, SLA Time and Report for Jira, SQL Connector for Jira, Salesforce Sales Cloud, ScriptRunner, ScriptRunner for Jira, ServiceNow, Slack, Smart Git Integration for Jira, SumUp, TFS4JIRA, Tableau Connector for Jira, Tempo Timesheets, TimeTracker, Toggl Track, TraceabilityX for Jira, Trello, UpRaise, Userlane, Usersnap, Vansah Test Management for Jira, WBS Gantt Chart for Jira, Watchtower, Workplace from Meta, XTractor for Jira, Xray, Zendesk Suite, Zephyr Enterprise, Zephyr Scale, draw.io, monday.com
Q. What level of support does JIRA Service Management offer?
JIRA Service Management offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat
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