JIRA Service Management

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-premise

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 45 others

Languages

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

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 45 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 - ITSM on the go
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 - ITSM on the go

Compare JIRA Service Management with similar products

JIRA Service Management

JIRA Service Management

US$0.00/month
Free Version
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Pricing not provided by vendor
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US$49.00/month
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US$120.00/year
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Features of JIRA Service Management

  • Access Controls/Permissions
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Backlog Management
  • Backup and Recovery
  • Barcoding/RFID
  • Bug/Issue Capture
  • Capacity Management
  • Change Management
  • Collaboration Tools
  • Commenting/Notes
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contract Drafting
  • Contract/License Management
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer Support
  • Customizable Branding
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Document Management
  • Email Management
  • Feedback Management
  • For IT Project Management
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Reporting
  • Incident Management
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Location Tracking
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • Patch Management
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Project Tracking
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Reporting
  • Release Management
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Routing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Task Management
  • Text Editing
  • Third Party Integrations
  • Ticket Management
  • Time & Expense Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management

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Reviews of JIRA Service Management

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
Josemaria
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

5.0 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.

patrick
Database in South Africa
Computer Software, Self Employed
Used the Software for: 6-12 months
Reviewer Source

patson jira review

5.0 last month New

Comments: I work with it to manage my work and to build and track the application without wasting my time this is good software to work with it

Pros:

I was working with this software for so long it's always a great software it's a fastest product that help me track my application what I will says is, it's a great way to work with it as a developer

Cons:

"great product ever that helps you manage all your work in one place and supplying you with great result

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

Alternatives Considered:

Great for Smaller Businesses, not for the Large Enterprise

3.0 2 months 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.

Ashish
Senior Architect in Canada
Insurance, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Life Savior tool for Agile Projects

4.0 4 months ago

Comments: 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.

Chris
Manager, Engineering and Cybersecurity in US
Renewables & Environment, 11-50 Employees
Used the Software for: 1-5 months
Reviewer Source

Alternatives Considered:

Ok start, missing some key features

4.0 3 years ago

Comments: 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.