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$20.00/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

Devices

Business size

S M L

Markets

Australia, Brazil, Canada, China, Germany and 4 others, United Kingdom, India, Japan, United States

Supported Languages

Chinese, Czech, Danish, English, French and 12 others, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, zh-hant

Pricing starting from:

US$20.00/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
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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: 98

  • API
  • Access Controls/Permissions
  • Administrative Reporting
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Management
  • Asset Tracking Software
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Automated Scheduling
  • Automatic Lead Distribution
  • Availability Management
  • CRM Software
  • Capacity Management
  • Change Management Software
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard Software
  • Data Import/Export
  • Document Storage
  • Email Alerts
  • Email Management Software
  • Employee Portal
  • Employee Self Service
  • Feedback Management
  • Filtering
  • Help Desk Management
  • IT Asset Management Software
  • Incident Management Software
  • Interaction Tracking
  • Inventory Management Software
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking Software
  • Knowledge Base Management
  • Knowledge Management Software
  • License Management Software
  • 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
  • Productivity Analysis
  • Project Management Software
  • Queue Management
  • Real Time Analytics
  • Real Time Reporting
  • Real-Time Chat
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Routing
  • 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
  • Supports Agile
  • Surveys & Feedback
  • Task Management Software
  • Text Editing
  • Third Party Integrations
  • Ticket Management
  • Time & Expense Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management Software

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Reviews

Overall rating

4.4 /5
(271)
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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Showing 5 reviews of 271
Luke S.
Overall rating
  • Industry: Computer Software
  • Company size: 1,001-5,000 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

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

Jira for IT Teams

Reviewed on 2021-05-12

Overall, this is a great tool for service teams. Managers will enjoy the dashboard view of metrics...

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.

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

In absence of better software it might be...

Reviewed on 2021-06-20

I’m working in scrum team. But I’m a part of big it organization. Jira helps us to reflect...

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.

Eva K.
Overall rating
  • Industry: Telecommunications
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

About Jira - Project Planning

Reviewed on 2021-06-12

The initial setup was quite a challenge but, here we are. It's an awesome system for tracking...

The initial setup was quite a challenge but, here we are. It's an awesome system for tracking project issues, especially for new clients during onboarding.

Pros

It's a good platform to track issues that are being handled by each individual in a project. It also has the option for notification being sent out when an item has been resolved, closed, or has gone overdue.
If it's configured correctly to have a backup, the team members involved can always learn from the past incidences reported. This will ensure that the team leader will be able to identify recurring items, timelines it took for resolution, and the team member assigned to resolve such items. This ensures that such items are priority issues that need in-depth understanding for them to be resolved permanently.

Cons

As an organization, we have not been able to integrate Jira with osTicket, which our customer Experience team uses. This means we have two Systems, and at times this can be overwhelming to track issues on both Jira and osTicket.

Verified Reviewer
Overall rating
  • Industry: Entertainment
  • 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 10.0 /10

Powerful and Capable, but easy to over complicate things

Reviewed on 2020-11-07

Initial setup can be complex but it can also be super powerful if you are able to configure it...

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.

Josemaria G.
Overall rating
  • Industry: E-Learning
  • Company size: 51-200 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

From the Trusted Atlassian

Reviewed on 2019-04-08

In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs...

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.

Showing 5 reviews of 271 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: US$20.00/month
  • Pricing model: Free Version, Subscription
  • Free Trial: Available

JIRA Service Management has the following typical customers:

2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

JIRA Service Management supports the following languages:

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

JIRA Service Management supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

JIRA Service Management integrates with the following applications:

8x8 Contact Center, Asana, Atlas CRM, Azuqua, Balsamiq, Box, Confluence, DocuSign, Dropbox Business, Emburse Abacus, Freshdesk, GitHub, Gliffy Diagram, Google Analytics, Google Docs, Google Drive, HipChat, Hootsuite, Intercom, Jira, Kayako, LiveChat, Metric.ai, Microsoft 365, Microsoft Excel, Microsoft Outlook, OneDrive, PagerDuty, Quip, Salesforce Sales Cloud, ServiceNow, Slack, Stride, Toggl Track, Trello, Userlane, Workplace by Facebook, Zendesk, Zephyr, diagrams.net

JIRA Service Management offers the following support options:

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

Related categories

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