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.

JIRA Service Management Details

Atlassian

Founded in 2013

JIRA Service Management pricing

Starting Price:

USD 20.00/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 20.00/month.

get a free trial

JIRA Service Management Details

Atlassian

Founded in 2013

JIRA Service Management videos and images

JIRA Service Management video
JIRA Service Management Software - Self-service portal - thumbnail
JIRA Service Management Software - Request management - thumbnail
JIRA Service Management Software - Change management - thumbnail
JIRA Service Management Software - Incident management - thumbnail
JIRA Service Management Software - ITSM on the go - thumbnail

JIRA Service Management deployment and support

Support

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

Deployment

  • Cloud, SaaS, Web-based
  • Mac (Desktop)
  • Windows (Desktop)
  • Windows (On-Premise)
  • Linux (On-Premise)
  • Android (Mobile)
  • iPhone (Mobile)
  • iPad (Mobile)

Training

  • Live Online
  • Webinars
  • Documentation
  • Videos

Features of JIRA Service Management

  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Asset Lifecycle Management
  • Asset Tracking
  • Audit Management
  • Audit Trail
  • Barcode / Ticket Scanning
  • Barcode Recognition
  • Barcoding/RFID
  • Calendar Management
  • Check-in/Check-out
  • Compliance Management
  • Contract/License Management
  • Cost Tracking
  • Customisable Forms
  • Customizable Fields
  • Customizable Reports
  • Data Import/Export
  • Depreciation Management
  • Dispatch Management
  • Disposal Management
  • Document Management
  • Equipment Maintenance
  • Equipment Tracking
  • Fixed Asset Management
  • Historical Reporting
  • IT Asset Tracking
  • Inventory Management
  • Inventory Tracking
  • Location Tracking
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Location
  • Purchase Order Management
  • RFID Scanning
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Reservations Management
  • Search/Filter
  • Status Tracking
  • Tagging
  • Third Party Integrations
  • User Management
  • Work Order Management
  • Workflow Management

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  • Collaboration Tools
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  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
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  • Drag & Drop
  • Email Management
  • Feedback Management
  • File Management
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
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  • Multiple Projects
  • Prioritization
  • Progress Tracking
  • Project Management
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  • Project Time Tracking
  • Projections
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Reviews of JIRA Service Management

Read all 277 reviews

Average score

Overall
4.4
Ease of Use
4.2
Customer Service
4.3
Features
4.3
Value for Money
4.2

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Josemaria G.
Josemaria G.
Vice Director for External Affairs in Philippines
Verified LinkedIn User
E-Learning, 51-200 Employees
Used the Software for: 1-5 months
Reviewer Source

From the Trusted Atlassian

5 3 years ago

Comments: 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.

Verified Reviewer
ICT Systems Coordinator in UK
Verified LinkedIn User
Music, 501-1,000 Employees
Used the Software for: 6-12 months
Reviewer Source

A great option for on-site ICT service desk management

5 2 years ago

Comments: 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.

Alternatives Considered: Freshdesk, Zendesk and ManageEngine ServiceDesk Plus

Reasons for Choosing JIRA Service Management: We switched as part of a service contract change which meant our Kaseya service desk which was provided by our MSP was no longer an option. Instead we decided to look at alternative service desk software that could be used for our needs, and as we were at the time considering implementing both OpsGenie and Confluence (which are also Atlassian products) we decided to remain in the Atlassian ecosystem and choose Jira Service Desk.

Switched From: Kaseya VSA

Reasons for Switching to JIRA Service Management: We chose Jira Service Desk as it was one of the few with a pricing model that worked for us; being a non-profit organisation, their free licencing for non-profits was a huge selling point to us. This was coupled with the fact we were at the time considering implementing both OpsGenie and Confluence (which are also Atlassian products) so we felt staying within the Atlassian ecosystem would prove beneficial.

Dan W.
Support Analyst in US
Information Technology & Services, 11-50 Employees
Used the Software for: 6-12 months
Reviewer Source

Easy to try, full of tools and solutions

5 3 weeks ago New

Comments: So far, with their free trials and tiers, it has be remarkably easy to get a proof of concept project built and to start migrating into the cloud.

Pros:

Jira Service Management provides a ton of tools to build out you customer portal and internal ticket platforms. It has filled all of the holes in our previous solution right out of the box.

Cons:

It is built for large, multi-team organizations so much of the power is not needed for a smaller company who requires a custom build but without all the hierarchy.

Verified Reviewer
It specialist in Poland
Verified LinkedIn User
Information Technology & Services, 10,000+ Employees
Used the Software for: 6-12 months
Reviewer Source

In absence of better software it might be...

3 5 months ago

Comments: 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.

Jeremiah S.
Director of Technology in US
Information Technology & Services, 11-50 Employees
Used the Software for: 2+ years
Reviewer Source

Full Help Desk management

5 2 months ago New

Comments: JIRA Service Management was a great solution to implement to replace an outdated custom written software package. It still allowed a lot of flexibility by configuration without having to resort to coding changes.

Pros:

Jira Service Management is an excellent choice to implement a full-featured powerful and easy to use platform for directing all your help desk activities. With many options to implement for user control, notifications, alert management, tracking KPIs, and structuring tickets into categories it provides an IT response desk everything they need to succeed.

Cons:

The more users you have that have to actively participate in the life cycle of tickets the more expensive it can get