Who Uses JIRA Service Management?

High-velocity teams looking to optimize their ITSM practices eliminate silos between IT, Operations, and Developer teams, deliver value fast, and track work across the organization.

What Is JIRA Service Management?

Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution that unlocks high-velocity 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. Integrated and streamlined workflows across development and operations speed both delivery and support at scale, with no silos between IT, Operations, and Developers.

JIRA Service Management Details

Atlassian

http://www.atlassian.com

Founded 2013

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
JIRA Service Management video
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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 pricing overview

See pricing plans

JIRA Service Management has a free version and offers a free trial. JIRA Service Management paid version starts at US$20,00/month.


Starting Price

US$20,00/month See pricing details

Free Version

Yes

Free Trial

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

JIRA Service Management Features

  • @mentions
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Agile Methodologies
  • Alerts/Notifications
  • Assignment Management
  • Audit Trail
  • Backlog Management
  • Bug Tracking
  • Bug/Issue Capture
  • Charting
  • Code Repository Integration
  • Collaboration Tools
  • Commenting/Notes
  • Configurable Workflow
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Data Visualization
  • Drag & Drop
  • Email Management
  • Feedback Management
  • File Management
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Monitoring
  • Multiple Projects
  • Prioritization
  • Progress Tracking
  • Project Management
  • Project Planning
  • Project Time Tracking
  • Projections
  • Real Time Notifications
  • Real-time Updates
  • Reporting & Statistics
  • Reporting/Analytics
  • Single Sign On
  • Status Tracking
  • Tagging
  • Task Management
  • Task Planning
  • Task Progress Tracking
  • Task Scheduling
  • Third Party Integrations
  • Ticket Management
  • Workflow Management

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  • Calendar Management
  • Change Management
  • Change Planning
  • Change Tracking
  • Collaboration Tools
  • Commenting/Notes
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Dashboard Creation
  • Document Management
  • Forms Management
  • Incident Management
  • Knowledge Base Management
  • Learning Management
  • Multi-Language
  • Prioritization
  • Problem Management
  • Projections
  • Real Time Analytics
  • Real Time Notifications
  • Real Time Reporting
  • Release Management
  • Reporting & Statistics
  • Rules-Based Workflow
  • SSL Security
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Task Progress Tracking
  • Third Party Integrations
  • Training Management
  • Workflow Management

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  • Access Controls/Permissions
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  • Activity Tracking
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  • Case Management
  • Chat/Messaging
  • Complaint Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Email Management
  • Email Templates
  • Feedback Management
  • Forms Management
  • Interaction Tracking
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Prioritization
  • Quality Assurance
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Routing
  • SSL Security
  • Self Service Portal
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
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  • Contact Database
  • Contact Management
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Forms
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop
  • Email Management
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Inbox Management
  • Knowledge Base Management
  • Live Chat
  • Multi-Channel Communication
  • Multiple User Accounts
  • Performance Management
  • Performance Metrics
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Rules-Based Workflow
  • SMS Messaging
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
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  • Surveys & Feedback
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  • Configurable Workflow
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  • Data Extraction
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  • Issue Management
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  • KPI Monitoring
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  • Performance Management
  • Performance Metrics
  • Policy Management
  • Portfolio Management
  • Prioritization
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  • Projections
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Rules-Based Workflow
  • SSL Security
  • Search/Filter
  • Server Monitoring
  • Single Sign On
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  • Workflow Management

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  • Chat/Messaging
  • Client Portal
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Document Storage
  • Email Management
  • Email Templates
  • Feedback Management
  • Help Desk Management
  • IT Asset Management
  • Interaction Tracking
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring
  • Performance Metrics
  • Prioritization
  • Real Time Notifications
  • Real-Time Chat
  • Remote Access/Control
  • Reporting & Statistics
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  • Self Service Portal
  • Service Level Agreement (SLA) Management
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  • Barcode / Ticket Scanning
  • Change Management
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  • Configurable Workflow
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  • Customizable Branding
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  • Knowledge Base Management
  • Maintenance Management
  • Maintenance Scheduling
  • Monitoring
  • Prioritization
  • Problem Management
  • Procurement Management
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Supplier Management
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  • Third Party Integrations
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  • Customizable Reports
  • Deadline Management
  • Document Management
  • Drag & Drop
  • Email Management
  • Gantt/Timeline View
  • Issue Management
  • Milestone Tracking
  • Multiple Projects
  • Percent-Complete Tracking
  • Portfolio Management
  • Prioritization
  • Product Roadmapping
  • Progress Tracking
  • Project Management
  • Project Planning
  • Project Templates
  • Project Time Tracking
  • Project Tracking
  • Project Workflow
  • Projections
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  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Requirements Management
  • Resource Management
  • Search/Filter
  • Status Tracking
  • Supports Agile
  • Supports Scrum
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  • Knowledge Management
  • Monitoring
  • Prioritization
  • Problem Management
  • Project Management
  • Real Time Monitoring
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  • Configurable Workflow
  • Configuration Management
  • Customizable Branding
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  • Dashboard
  • Data Import/Export
  • Data Visualization
  • Event Logs
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  • IT Reporting
  • Incident Management
  • Inventory Management
  • Issue Auditing
  • Knowledge Management
  • License Management
  • Maintenance Scheduling
  • Monitoring
  • Patch Management
  • Performance Metrics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Remote Access/Control
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  • Reporting & Statistics
  • SSL Security
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  • Server Monitoring
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  • Ticket Management
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  • Customizable Fields
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  • Customizable Reports
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  • Disaster Recovery
  • Document Management
  • Email Alerts
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  • IT Incident Management
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  • Maintenance Scheduling
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  • Multi-Language
  • OSHA Compliance
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JIRA Service Management Reviews

Read all reviews

Overall rating

4,4/5

Average score

Ease of Use 4,2
Customer Service 4,3
Features 4,3
Value for Money 4,2

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Josemaria G.
Vice Director for External Affairs
E-Learning, 51-200 Employees
Used the Software for: 1-5 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 2019/04/08

"From the Trusted Atlassian"

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.

  • Reviewer Source 
  • Reviewed on 2019/04/08
Verified Reviewer
Post Production Engineer
Entertainment, 501-1 000 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    2 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2020/11/07

"Powerful and Capable, but easy to over complicate things"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 2020/11/07
Luke S.
SaaS Admin
Computer Software, 1 001-5 000 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    5 /5
  • Customer Support
    Unrated
  • Value for Money
    5 /5
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 2021/05/12

"Jira for IT Teams"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 2021/05/12
Thomas L.
IT Support manager
Financial Services, 201-500 Employees
Used the Software for: 1+ year
  • Overall Rating
    2 /5
  • Ease of Use
    2 /5
  • Features & Functionality
    2 /5
  • Customer Support
    1 /5
  • Value for Money
    3 /5
  • Likelihood to Recommend
    0/10
  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 2021/01/13

"Do all - do nothing"

Comments: Do you want a tool that does 1000 tasks but all of those tasks are 10% of what you need? GET THIS TOOL.
Do you want a tool that has a million different customizations, yet none are what you want and everything is wrongly done? Get it !
Sure it's """cheap""" but with all the time you loose, not worth it. BTW, that 24/7 support, yeah, no, does not exist.

Pros: Well here's a tool that does everything, SD, incidents, KB, alerts, yes, it does a bit or everything.

Cons: It's awfull at doing things good. The new projects are barely compatible with new solutions, incidents and request are not configured correctly and can hardly be put in the same ticketing catalog. No advanced roadmaps (premium feature) in next gen projects. Automations are bad, tickets custom fields are sometimes not uderstood by the automation.

  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 2021/01/13
Noopur B.
Analyst
Hospital & Health Care, 10 000+ Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    4 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 2021/05/07

"Adept Service Management Tool"

Pros: Ease of use and tracking activity made reliable.
Dashboard gives a realistic overview of all aspects of project management.
Scrum masters' dream come true!

Cons: Integration capabilities could be improved.

  • Reviewer Source 
  • Reviewed on 2021/05/07