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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-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 46 others

Languages

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

JIRA Service Management pricing

Starting Price:

US$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 US$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
  • Automated Routing
  • Backlog Management
  • Backup and Recovery
  • Barcoding/RFID
  • Bug/Issue Capture
  • Capacity Management
  • Change Management
  • Collaboration Tools
  • Commenting/Notes
  • Communications Management
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contract Drafting
  • Contract/License Management
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer History
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Document Management
  • Email Alerts
  • Feedback Management
  • For IT Project Management
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Reporting
  • Incident Management
  • Inventory Management
  • Investigation 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
  • On Call Scheduling
  • Patch Management
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Project Management
  • Project Tracking
  • Queue Management
  • Real Time Reporting
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Monitoring
  • Release Management
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Routing
  • Screen Sharing
  • Search/Filter
  • 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
  • Widgets
  • Workflow Configuration
  • Workflow Management

JIRA Service Management Alternatives

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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
Shayla
Shayla
Human Resources Specialist in US
Verified LinkedIn User
Internet, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Probably the top program for managing projects

5.0 last year

Comments: Jira is a sophisticated and flexible project management solution with a wide range of applications. Jira's strengths lie in the depth of its task management features, the breadth of its integrations, and the depth of its reporting and analytics tools, all of which contribute to the program's capacity to help you better understand your projects and teams.

Pros:

To accommodate the fact that various people have different ways of doing things, this user interface may be easily altered to fit individual needs. Jira makes it simple and quick to design and implement unique workflows and rules. One way to break down large projects into manageable chunks is to keep everyone in the loop on how things are shaping up.

Cons:

Jira's flexibility allows for personalization, but more in-depth modifications may call for specialized skillsets.Performance difficulties: Some users may have performance issues, especially when working with larger projects or those that include complicated procedures.

Tora
Tora
IT Service Desk Lead in Japan
Verified LinkedIn User
Financial Services, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Expert service management system

4.0 11 months ago

Comments: I mainly use it for task management on small projects, but I plan to gradually expand the scope of use as I get used to the operation and screen environment. Since it can be used in a wide range, it is recommended that I use it for task management and workflow for small-scale projects with a small number of people to get a feel for its operation. Sharing issues with project members in other companies or remote locations is possible. You can discuss and work on a common visualized platform, such as managing work progress and solving problems.

Pros:

It is a slightly different tool from the so-called general ITSM system (or service). Operation and maintenance (though not limited to) tend to be individualized. Still, JIRA caters to tasks and support on a "role" basis, so sharing knowledge using OJT is possible, depending on ingenuity.

Cons:

It may be a problem due to the multifunction, but I think the problem is that the screen is a bit hard to see. (The problem may be solved by changing the layout of frequently used functions, but I haven't used it much yet, so I think it will be a problem that will be solved as I use it).

Alternatives Considered: ManageEngine ServiceDesk Plus

Reasons for Choosing JIRA Service Management: Because we can search by tag, we can quickly find problems and solutions, success stories and reference examples. Since the SLA can be configured according to individual design, the achievement status can be confirmed in a report, and the current progress and what needs to be done can be shared immediately. Full-text search is possible with indexing, so this system has a sense of security, even if you think you missed it.

Switched From: ServiceNow

Reasons for Switching to JIRA Service Management: Functionality that manages queries centrally. Improved working conditions enhance visualization and efficiency. Queries, support and information distribution are centralized, so there is no waste in work, and it is simple and clear what to do next so that I can do my job.

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 weeks ago New

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.

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.

Boris
CEO in Czechia
Internet, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Top of the market

5.0 last week New

Comments: Overall, Jira has many integrations and way tu automate in-house processes. Second to none.

Pros:

Jira is standard of IT industry for managing effective development and connecting it to other teams in the company.

Cons:

Jira can be sometimes complicated which is expected considering the amount of feature it needs to handle complex business processes.

Alternatives Considered: monday.com and Asana

Reasons for Switching to JIRA Service Management: More features required for effective development.