Jira Service Management

The only ITSM solution built on the Jira platform

4.4 /5 (262 reviews) Write a Review!

Jira Service Management Overview

What is 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.

Jira Service Management Overview

Pricing

Starting from
$20.00/month

Pricing options

Free Trial
Free
Subscription
Value for money

Free up to 3 agents
7 day free trial of paid plans
4-5000 agents for $20/agent/month
16+ agents at discounted price


Jira Service Management Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico
Supported Languages
Chinese (Simplified), Chinese (Traditional), Czech, Danish, English and 12 others, French, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish

Media

Self-Service Portal
Request Management
Change Management
Incident Management
ITSM On the Go
Jira Service Management video Jira Service Management screenshot: Self-Service Portal Jira Service Management screenshot: Request Management Jira Service Management screenshot: Change Management Jira Service Management screenshot: Incident Management Jira Service Management screenshot: ITSM On the Go

Jira Service Management Reviews

Jira Service Management Reviews

Overall rating
4.4
/
5
Excellent
138

Very good
92

Average
23

Poor
6

Terrible
3

Value for Money
4.2
Features
4.3
Ease of Use
4.2
Customer Support
4.3
88% recommended this app
Josemaria G.

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.


Verified Reviewer

A great option for on-site ICT service desk management

Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us. The software is usable in its default setup but we have found that there is still plenty of customisation that can be done if needed to suit more complex requirements.


Rami H.

A best-of-breed Platform for Help Desk and Service Management!


Angel S.

Cannot Manage Our Own Users

JIRA customer support has been extremely unhelpful. Several tickets and requests have been issued (from several customers) in their customer portal with no response or solutions offered.


Verified Reviewer

Powerful and Capable, but easy to over complicate things

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


Josemaria G.
Industry: E-Learning
Company size: 51-200 Employees

From the Trusted Atlassian

Used Daily for 1-5 months
Reviewed on 08/04/2019
Review Source: Capterra

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.

Rating breakdown

Ease of Use

Likelihood to recommend: 9.0/10

Verified Reviewer
Industry: Music
Company size: 501-1,000 Employees

A great option for on-site ICT service desk management

Used Daily for 6-12 months
Reviewed on 23/07/2019
Review Source: Capterra

Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us. The software is usable in its default setup but we have found that there is still plenty of customisation that can be done if needed to suit more complex requirements.

Pros

I find the UI of Jira Service Desk very clean and modern compared to other service desks software on the market. Included with the service desk is a customisable user-facing portal for users to raise tickets in, which proved very popular with staff when raising tickets alongside traditional email tickets. Due to the way Jira splits service desks into different projects, we were able to create service desks for other departments in the organisation which helped improve productivity and workflow. There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!). We found the default setup of Jira Service Desk fit our needs very well, but it is very easy to customise ticket workflows and other features to suit more complex needs.

Cons

For a service desk technician using Jira Service Desk the back-end UI for managing tickets can be a little overwhelming, however this can be fixed by editing the default workflows for tickets to hide not required information and details. The administration settings are somewhat unintuitively set out for system administrators, but once you get to grips with the layout it becomes easy enough to find what you need from the settings page. We found the instructions on the Atlassian website for setting up an external redirect with a custom URL in IIS a little sparse on detail, but a quick trip to the Atlassian forums cleared up any queries we had with the process.

Rating breakdown

Ease of Use

Likelihood to recommend: 9.0/10

Rami H.
Industry: Information Technology & Services
Company size: 2-10 Employees

A best-of-breed Platform for Help Desk and Service Management!

Used Daily for 2+ years
Reviewed on 15/11/2020
Review Source: Capterra

Pros

Scalability.
Flexibility to be tailored to particular organizational needs.
Very rich in terms of features.

Cons

Setup can be made a bit simpler.
Could use more ready 'templates' that can be used to quickly roll out the product for production.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Angel S.
Industry: Airlines/Aviation
Company size: 1,001-5,000 Employees

Cannot Manage Our Own Users

Used Daily for 1+ year
Reviewed on 17/05/2019
Review Source: SoftwareAdvice

JIRA customer support has been extremely unhelpful. Several tickets and requests have been issued (from several customers) in their customer portal with no response or solutions offered.

Pros

I loved this software when we first implemented. We were able to mass upload our users, use custom user IDs, set their passwords, and link their email address through a simple file upload. We were also able to change their email addresses, and edit their names as needed.

Cons

Over time, JIRA has made changes to the service that have led us to terminate our service. We are no longer able to edit anything but our users full name. We cannot change their email addresses to meet business needs, nor can we assign them a user ID - instead having to incorporate their ID into their name in order for us to find them in the system the service desk was designed for.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

Verified Reviewer
Industry: Entertainment
Company size: 501-1,000 Employees

Powerful and Capable, but easy to over complicate things

Used Daily for 2+ years
Reviewed on 07/11/2020
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
8.4/10
Based on 262 user ratings
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Jira Service Management Pricing

Jira Service Management Pricing

Starting from
$20.00/month
Free Trial
Free
Subscription
Value for money

Free up to 3 agents
7 day free trial of paid plans
4-5000 agents for $20/agent/month
16+ agents at discounted price

Free up to 3 agents
7 day free trial of paid plans
4-5000 agents for $20/agent/month
16+ agents at discounted price

Value for Money
4.2/5
Based on 262 user ratings
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Jira Service Management Features

Jira Service Management Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Analytics
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.3/5
Based on 262 user ratings
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Categories

Additional information for Jira Service Management

Additional information for Jira Service Management

Key features of Jira Service Management

  • 1000's of Add-ons
  • Advanced SLA
  • Advanced security and administration
  • Automated Triage
  • Built on the Jira Software platform
  • Customizable Queues
  • Customizable email notifications
  • Easily import data from other systems
  • Integration with flexible REST APIs
  • Intuitive Interface
  • Jira Software integration
  • Mobile app (Android and iOS - Jira Cloud App)
  • OnDemand or Hosted
  • Powerful search and filtering
  • Powerful search capabilities
  • SLA Visability
  • Self Service
  • Service desk processes out of the box
  • Unlimited custom fields

Benefits

- 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

Jira Service Management FAQs

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: $20.00/month

Pricing model: Free, Subscription

Free Trial: Available

Free up to 3 agents 7 day free trial of paid plans 4-5000 agents for $20/agent/month 16+ agents at discounted price

Q. What are the main features of Jira Service Management?

Jira Service Management offers the following features:

  • 1000's of Add-ons
  • Advanced SLA
  • Advanced security and administration
  • Automated Triage
  • Built on the Jira Software platform
  • Customizable Queues
  • Customizable email notifications
  • Easily import data from other systems
  • Integration with flexible REST APIs
  • Intuitive Interface
  • Jira Software integration
  • Mobile app (Android and iOS - Jira Cloud App)
  • OnDemand or Hosted
  • Powerful search and filtering
  • Powerful search capabilities
  • SLA Visability
  • Self Service
  • Service desk processes out of the box
  • Unlimited custom fields

Q. Who are the typical users of Jira Service Management?

Jira Service Management has the following typical customers:

Small Business, Large Enterprises, Non Profit, Mid Size Business

Q. What languages does Jira Service Management support?

Jira Service Management supports the following languages:

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

Q. What type of pricing plans does Jira Service Management offer?

Jira Service Management has the following pricing plans:

Free, Subscription

Q. Does Jira Service Management support mobile devices?

Jira Service Management supports the following devices:

Android, iPhone, iPad

Q. What other apps does Jira Service Management integrate with?

Jira Service Management integrates with the following applications:

Amity, Anypoint Platform, BigPanda, Calamari, Cayzu, Help Desk Migration, Jira, Monitis, Workato, xMatters

Q. What level of support does Jira Service Management offer?

Jira Service Management offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Video Tutorials