Who Uses JIRA Service Management?

High-velocity teams looking to optimize their ITSM practices eliminate silos between IT, Operations, and Developer teams, deliver value fast, and track work across the organization.

What Is JIRA Service Management?

Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution that unlocks high-velocity teams. Empowered teams can deliver great service experiences, without the complexity of traditional ITSM, and coordinate efforts for even more impact through Jira's open collaborative platform. Integrated and streamlined workflows across development and operations speed both delivery and support at scale, with no silos between IT, Operations, and Developers.

JIRA Service Management Details

Atlassian

http://www.atlassian.com

Founded 2013

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
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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 overview

See pricing plans

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 See pricing details

Free Version

Yes

Free Trial

JIRA Service Management deployment and support

Support

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  • FAQs/Forum
  • Knowledge Base Software
  • Phone Support
  • Chat

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  • Cloud, SaaS, Web-based
  • Mac (Desktop)
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  • Android (Mobile)
  • iPhone (Mobile)
  • iPad (Mobile)

Training Software

  • Live Online
  • Webinars
  • Documentation
  • Videos

JIRA Service Management Features

  • @mentions
  • API
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  • Activity Dashboard
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JIRA Service Management Alternatives

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JIRA Service Management Reviews

Read all reviews

Overall rating

4.4/5

Average score

Ease of Use 4.2
Customer Service Software 4.3
Features 4.3
Value for Money 4.2

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Josemaria G.
Vice Director for External Affairs
E-Learning, 51-200 Employees
Used the Software for: 1-5 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support Software
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 2019-04-08

"From the Trusted Atlassian"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 2019-04-08
Verified Reviewer
Post Production Engineer
Entertainment, 501-1,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    2 /5
  • Features & Functionality
    5 /5
  • Customer Support Software
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2020-11-07

"Powerful and Capable, but easy to over complicate things"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 2020-11-07
Luke S.
SaaS Admin
Computer Software, 1,001-5,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    5 /5
  • Customer Support Software
    Unrated
  • Value for Money
    5 /5
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 2021-05-12

"Jira for IT Teams"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 2021-05-12
Verified Reviewer
It specialist
Information Technology & Services, 10,000+ Employees
Used the Software for: 6-12 months
  • Overall Rating
    3 /5
  • Ease of Use
    3 /5
  • Features & Functionality
    2 /5
  • Customer Support Software
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 2021-06-20

"In absence of better software it might be..."

Comments: 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.

  • Reviewer Source 
  • Reviewed on 2021-06-20
Verified Reviewer
Software Development
Information Technology & Services, 1,001-5,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    4 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    5 /5
  • Customer Support Software
    5 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 2021-06-16

"Of great help to implement AGILE methodologies in a work team"

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

  • Reviewer Source 
  • Reviewed on 2021-06-16