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:

USD 60.00/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-premises

Markets

Albania, Armenia, Australia, Austria, Azerbaijan and 46 others

Supported Languages

Chinese, Czech, Danish, English, French and 12 others

Pricing starting from:

USD 60.00/month

  • Free Version
  • Free Trial
  • 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
View 8 more
JIRA Service Management video
JIRA Service Management video
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: 115

  • API
  • Access Controls/Permissions
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Autoresponders
  • Availability Management
  • Backlog Management
  • Backup and Recovery
  • Barcoding/RFID
  • Bug/Issue Capture
  • CRM
  • Capacity Management
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communications Management
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contract Drafting
  • Contract/License Management
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customisable Branding
  • Customisable Forms
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Document Management
  • Document Storage
  • Email Alerts
  • Email Management
  • Feedback Management
  • For IT Project Management
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Incident Management
  • IT Reporting
  • Incident Management
  • Inventory Management
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Location Tracking
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • On Call Scheduling
  • Patch Management
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Project Tracking
  • Queue Management
  • Real Time Reporting
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Updates
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Routing
  • Rules-Based Workflow
  • Safety Incident Management
  • Screen Sharing
  • 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
  • Surveys & Feedback
  • Task Management
  • Text Editing
  • Third-Party Integrations
  • Ticket Management
  • Time & Expense Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management

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Reviews

Overall rating

4.5 /5
(660)
Value for Money
4.3/5
Features
4.5/5
Ease of Use
4.2/5
Customer Support
4.3/5

Already have JIRA Service Management?

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

Showing 5 reviews of 660
Denise
Denise
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Excellent service and project management tool

Reviewed on 14/12/2022

For the past five years, I've been using Jira, and during that time I've noticed a big improvement...

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.

Nathan
Overall rating
  • Industry: Retail
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Jira Service Management a Powerful Ticket System

Reviewed on 23/06/2023

Overall when the software works it does the job, it's a bit of a nightmare to configure and the...

Overall when the software works it does the job, it's a bit of a nightmare to configure and the costings are not the cheapest but not as expensive as competitor products, i.e. zendesk, freshdesk etc.

Pros

Works very well as a ticket system, it's very customisable and uses JQL for custom queries if you're inclined towards detailed reporting. Third Party Addins available online in their marketplace and bountyful automation features.

Cons

It's very difficult to setup requires alot of time and effort and the software is not userfriendly so if you're implenting for a team that isn't IT literate then perhaps include some extra training days.

Alternatives Considered

Freshdesk and Zendesk Suite

Reasons for Choosing JIRA Service Management

We outgrew spiceworks and required a real ticket system

Reasons for Switching to JIRA Service Management

Functionality was near identical it came down to price and the fact we already used Jira for our Dev enviroment.
Verified Reviewer
Overall rating
  • Industry: E-Learning
  • 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 0.0 /10

Well, everyone knows Jira — I just decided to reflect here

Reviewed on 13/01/2023

I hate Jira and think the only reason everyone uses it is that they're just used to suffer.Here's...

I hate Jira and think the only reason everyone uses it is that they're just used to suffer.Here's an article about it:[SENSITIVE CONTENT]

Pros

After latest update the visuals are quite pleasant.You can really construct complex filters if you know what you're looking for.Task IDs unfurl into links.Permissions are very granular (although complex and you won't understand how to use them).

Cons

Expensive.No obvious features or you have to pay extra: time tracking, dark mode, CHECKBOXES.

Ander
Overall rating
  • Industry: Financial Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Jira for Fintech

Reviewed on 26/12/2023

I would recommend it for anyone where cross-team collaboration is important.

I would recommend it for anyone where cross-team collaboration is important.

Pros

I like the most that the cross-team collaboration works really good and everyone can stay updated and everyone relevant can request an update whenever needed. And it is helpful for multiple teams (support, finance, engineering and etc), since it can be modified whatever the need is.

Cons

In some cases the product of JSM is not the most flexible and convenient. Still has issues.

Inayat
Overall rating
  • Industry: Entertainment
  • 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 10.0 /10

Great value

Reviewed on 04/08/2023

Great experience overall and integrates well with the Atlassian stack.

Great experience overall and integrates well with the Atlassian stack.

Pros

Jira Service Management is a great value for ITSM. It provides a portal for an unlimited customer base, and agent access based on Jira core. It's also very affordable compared to other similar products.

Cons

The customer portal is great, but offers little out of box customization. To build an elaborate portal, you need to purchase some marketplace add-ons.

Alternatives Considered

ServiceNow

Reasons for Switching to JIRA Service Management

Much better affordability and user experience.
Showing 5 reviews of 660 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: USD 60.00/month
  • 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.

JIRA Service Management has the following typical customers:

2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

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, Apwide Golive, Asana, Atlas CRM, Azuqua, Balsamiq, Box, Clerk Invoices, Confluence, DocuSign, Dropbox Business, EazyBI Cloud, Elements Connect, Emburse Abacus, Exalate, Freshdesk, GitHub, Gliffy, Google Analytics 360, Google Docs, Google Drive, Hootsuite, Instabug, Intercom, Jira, Kayako, LiveChat, Metric.ai, Microsoft 365, Microsoft Excel, Microsoft Outlook, OneDrive, PagerDuty, Quip, Salesforce Sales Cloud, ScriptRunner for Jira, ServiceNow, Slack, Stride, SumUp, Tempo Budgets, Toggl Track, Trello, Userlane, Usersnap, Watchtower, Workplace from Meta, Zendesk Suite, Zephyr Enterprise, draw.io

JIRA Service Management offers the following support options:

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

Related categories

See all software categories found for JIRA Service Management.