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What Is JIRA Service Management?

Jira Service Management is an ITSM solution that unlocks high-velocity IT, dev, operations, and business 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. Streamlined workflows, automation rules, queues, SLAs, and a self-service portal all empower IT, dev, operations, and business teams to deliver exceptional service management at scale with no silos.

Who Uses JIRA Service Management?

High-velocity teams looking to optimize their ITSM practices eliminate silos between IT, operations, development, and business teams, resolve requests and incidents fast, and push changes with ease.

Where can JIRA Service Management be deployed?

Cloud-based
On-premises

About the vendor

  • Atlassian
  • Located in San Francisco, US
  • Founded in 2013

JIRA Service Management support

  • Phone Support
  • Chat

Countries available

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

Languages

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

JIRA Service Management pricing

Starting Price:

USD 60.00/month
  • Yes, has free trial
  • Yes, has free version

JIRA Service Management has a free version and offers a free trial. JIRA Service Management paid version starts at USD 60.00/month.

Pricing plans get a free trial

About the vendor

  • Atlassian
  • Located in San Francisco, US
  • Founded in 2013

JIRA Service Management support

  • Phone Support
  • Chat

Countries available

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

Languages

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

JIRA Service Management videos and 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 - Create, track and manage contracts and legal requests
View 6 more
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 - Create, track and manage contracts and legal requests

Features of JIRA Service Management

  • API
  • Access Controls/Permissions
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Backup and Recovery
  • Capacity Management
  • Change Management
  • Collaboration Tools
  • Communications Management
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customer History
  • Customer Support
  • Customisable Branding
  • Customizable Templates
  • Dashboard
  • Feedback Management
  • Full Text Search
  • IT Asset Management
  • IT Reporting
  • Incident Management
  • Inventory Management
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • On Call Scheduling
  • Patch Management
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Project Management
  • Project Tracking
  • Queue Management
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Monitoring
  • Release Management
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Screen Sharing
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Surveys & Feedback
  • Task Management
  • Text Editing
  • Third-Party Integrations
  • Ticket Management
  • Time & Expense Tracking
  • Workflow Configuration
  • Workflow Management

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Reviews of JIRA Service Management

Average score

Overall
4.5
Ease of Use
4.2
Customer Service
4.3
Features
4.5
Value for Money
4.3

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Dawit
Dawit
IT Administrator in Australia
Verified LinkedIn User
Information Technology & Services, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Effortless Collaboration and Task Management: A Closer Look at JIRA Service Management

5.0 last year

Comments: My overall experience with JIRA Service Management has been exceptional. The platform has revolutionized our incident management process and significantly improved collaboration among team members

Pros:

One of the aspects I liked most about Jira Service Management was its exceptional incident resolution efficiency. The platform truly excels in streamlining the incident management process, enabling our team to respond swiftly and effectively to any issues that ariseWith Jira Service Management, we were able to create a centralized incident ticketing system that provided complete visibility into ongoing incidentsThe automation capabilities of Jira Service Management were a game-changer. We were able to set up predefined workflows and triggers, ensuring that incidents were routed to the appropriate teams and escalated as needed

Cons:

While Jira Service Management offers a plethora of robust features, one area that I felt could benefit from improvement was its reporting capabilities. Although the platform provides basic reporting functionalities, there are certain areas where additional enhancements would be valuable

Lillian
Lillian
Human Resources Generalist in US
Verified LinkedIn User
Hospital & Health Care, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

We track incoming work with Jira Service Management

4.0 10 months ago

Comments: I prefer Jira Service Management because it is very similar to Jira software; If you are familiar with Jira software, you will have no problem using this one. Concise but effective.

Pros:

First of all, Jira allows us to manage customer support requests in an organized way. They can be tailored to individual squads and relatively easily monitored. All relevant details can be stored in one location in a Jira request. Jira is an easy-to-use tool and request tracker for teams, with features including customizable dashboards, access permissions, and time/effort monitoring.

Cons:

Inadequate translation of Jira Service Management into other languages is one of its biggest drawbacks, as it results in an unnatural hybrid between English and the selected language.

Anonymous reviewer
Computer Software, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

One of the best choices for a customer service desk

5.0 2 weeks ago New

Pros:

Highly customisable service desk portal, from the fields to the UI. We can set up a new portal in minutes for every new project and easily tie the tickets to our internal Jira Software projects keeping internal and external discussions separate.

Cons:

SLA management should be made easier as well as the reporting options. Naturally the easy integration between the service desk and the software issue tracking system occurs if you are using Atlassian, good luck with other tools.

Alternatives Considered: Redmine and Azure DevOps Services

Switched From: Redmine and Azure DevOps Services

Nick
Nick
Senior Product Manager in US
Verified LinkedIn User
Financial Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Great for Smaller Businesses, not for the Large Enterprise

3.0 2 years ago

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.

Mohammed
IT Specialist in US
Real Estate, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Jira Service Desk Management

4.0 3 months ago

Comments: Overall I have been using Jira Service Mangement for 6 years and I love finding about new features and integrations.

Pros:

I like the analytics and incident management part of the Jira service desk management and of course the ease of locating tickets and updating them.

Cons:

I feel like JQL is necessary for important searches which not everyone has experience with.