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$0.00/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

Business size

S M L

Deployment

  • Cloud-based
  • On-premise

Markets

United Arab Emirates, Albania, Armenia, Austria, Australia, Azerbaijan, Belgium, Bulgaria, Brazil, Belarus, Canada, Switzerland, China, Cyprus, Germany, Denmark, Estonia, Spain, Finland, France, United Kingdom, Georgia, Greece, Croatia, Hungary, Ireland, India, Iceland, Italy, Japan, Luxembourg, Latvia, Malta, Mexico, Netherlands, New Zealand, Philippines, Poland, Portugal, Romania, Serbia, Russia, Sweden, Singapore, Slovenia, Slovakia, Turkey, Ukraine, United States, South Africa

Supported Languages

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

Pricing starting from:

US$0.00/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: 107

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

Alternatives

ServiceNow

4.5
#1 Alternative to JIRA Service Management
ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to ...

Zendesk

4.4
#2 Alternative to JIRA Service Management
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

ManageEngine ServiceDesk Plus

4.3
#3 Alternative to JIRA Service Management
ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises...

Trello

4.5
#4 Alternative to JIRA Service Management
From sales and marketing to HR and operations, teams can design and customize Trello to fit their unique needs and work...

Reviews

Overall rating

4.4 /5
(318)
Value for Money
4.2/5
Features
4.3/5
Ease of Use
4.2/5
Customer Support Software
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 318
Ruban
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

No 1 ITSM tool

Reviewed on 2022-06-16

It has drastically reduced time of incident and fixing that issue in a streamlined way and faster....

It has drastically reduced time of incident and fixing that issue in a streamlined way and faster. It also helped us to record all the activity during the fix thus helping us to fix the same issue in future more quickly,

Pros

I like the alerts and current status of the ticket. I really like the ticket management activity on cloud. Workflow is easy to learn and understand. It helped use to reach client expectation. Good categorisation of issues.

Cons

Customer support sometimes are taking longer time to respond to the issues.

Hiren
Overall rating
  • Industry: Information Technology & Services
  • Company size: 501-1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

JIRA Service Management is excellent Saas Platform for your ready to use need & with other...

Reviewed on 2022-07-04

Overall good experience.

Overall good experience.

Pros

JIRA Service Managment is have lots of customization capability & also ready made template is also good. Ready made report is good but for accurate details need more tuning to the reports or create own customize report.

Cons

When reporting things come in picture that require customization. Also standard ticket type is not good enought for day to day use. So to configure all these need require experience user or consultant to understand your need & configure it.

Nick
Overall rating
  • Industry: Financial Services Software
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 5.0 /10

Great for Smaller Businesses, not for the Large Enterprise

Reviewed on 2022-07-23

Pros

Service Management is very easy to get going "out of the box" for small organizations. We stood this up apart from our enterprise's main service management tool because we had special needs for our intake forms and this allowed us to do the customization needed without going through rigorous development through the enterprise level tool.

Cons

Form design for your main portal can sometimes be wonky, as navigating through the options takes a bit of getting used to and aren't the most intuitive at first. Workflows are also very simple and complex decision-making based on external data is not readily available.

Alternatives Considered

ServiceNow

Reasons for Switching to JIRA Service Management

Service Management ultimately was chosen because it integrated perfectly with our Jira instance and allows for seamless story/epic creation from internal customer requests, porting the information over was made very easy by this fact and the workflows you can create between the two are very useful.
Ashish
Overall rating
  • Industry: Insurance Software
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Life Savior tool for Agile Projects

Reviewed on 2022-06-08

JIRA is becoming one shop all for all project management needs.
It also act as a tracking...

JIRA is becoming one shop all for all project management needs.
It also act as a tracking warehouse for all project management and IT management activities in current agile world.
Scrum meeting actions and stories are easy to browse compared to other existing tools on premise.
JIRA is also efficient to manage code control versioning easily by rapidly varying requirements.
It saves a huge cost for placeholder for our IT Asset management when migrated from traditional software

Pros

JIRA service management is very use friendly software in day to day project activities.
JIRA has been excellent tracking tool for testing bugs, defects easily during entire project cycle.
It is very effective place holder for IT asset management and project management phases.
JIRA has capabilities to integrate with multiple ITSM management tools and reporting tools for effective reports and dashboarding.

Cons

New changes for html pages take little more time for loading when moved to production.
Version controlling sometimes create hiccups during rollback period.

Alternatives Considered

Confluence

Reasons for Choosing JIRA Service Management

JIRA is more user friendly and easy to mange across enterprise compared to Excel. Macros behaviors were pain points during maintenance but JIRA resulted as cost effective tool for corporates model.

Switched From

Microsoft Excel

Reasons for Switching to JIRA Service Management

It is more cost effective and user friendly software compared to Confluence. It is easy to track for scrum stories and follow agile approach to avoid standard documentation hours
Chris
Overall rating
  • Industry: Renewables & Environment
  • Company size: 11-50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 5.0 /10

Ok start, missing some key features

Reviewed on 2019-10-14

We have a ticket workflow for IT, so things are being tracked now.

We have a ticket workflow for IT, so things are being tracked now.

Pros

Integration with other Atlassian products. Allowed us to start tracking IT issues and requests without having to bring on yet another tool.

Cons

Would like to be able to more effectively roll out custom support portals for our users, but no native support for custom URLs makes this more difficult. It's too easy for customers to browse around and find portals for other customers.

Alternatives Considered

osTicket

Reasons for Switching to JIRA Service Management

Went with Jira Service Desk as we are already using Jira and Confluence. This let us avoid yet another tool as well as provide some integration potential (which we're not taking advantage of yet).
Showing 5 reviews of 318 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:

Free 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, Zephyr Enterprise, diagrams.net

JIRA Service Management offers the following support options:

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

Related categories

See all software categories found for JIRA Service Management.