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.

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.

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

  • 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
  • Customizable Fields
  • Customizable Forms
  • 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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  • 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
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  • Reporting/Analytics
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  • Continuous Backup
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  • Data Recovery
  • Data Replication
  • Data Storage Management
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  • Incident Management
  • Incremental Backup
  • Local Server Options
  • Mobile Alerts
  • Monitoring
  • Multiple Format Support
  • Multiple System Support
  • Optical Character Recognition
  • Performance Metrics
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  • Employee Management
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  • Performance Management
  • Performance Metrics
  • Queue Management
  • Real Time Analytics
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JIRA Service Management Alternatives

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JIRA Service Management Reviews

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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.
Josemaria G.
Vice Director for External Affairs
E-Learning, 51-200 Employees
Used the Software for: 1-5 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • 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
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • 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
Verified Reviewer
Assistant Manager - IT Network and Operations
Banking, 1 001-5 000 Employees
Used the Software for: 1+ year
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 2021/08/22

"JIRA - A Must have ITSM"

Comments: Very useful, one-stop solution with related to ITSM, Ticketing and change management.

Pros: Highly customizable dashboard is a huge turn on. You can see almost everything that is going on may be whether it is a project or an issue

Cons: When an issue go unaddressed for a long period of time, I suggest that there should be any way to automatically escalate or generate a reminder.

Alternatives Considered: ServiceNow

  • Reviewer Source 
  • Reviewed on 2021/08/22
Verified Reviewer
It specialist
Information Technology & Services, 10 000+ Employees
Used the Software for: 6-12 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 2021/06/20

"In absence of better software it might be..."

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.

  • Reviewer Source 
  • Reviewed on 2021/06/20
Eva K.
Customer Experience
Telecommunications, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 2021/06/12

"About Jira - Project Planning"

Comments: The initial setup was quite a challenge but, here we are. It's an awesome system for tracking project issues, especially for new clients during onboarding.

Pros: It's a good platform to track issues that are being handled by each individual in a project. It also has the option for notification being sent out when an item has been resolved, closed, or has gone overdue.
If it's configured correctly to have a backup, the team members involved can always learn from the past incidences reported. This will ensure that the team leader will be able to identify recurring items, timelines it took for resolution, and the team member assigned to resolve such items. This ensures that such items are priority issues that need in-depth understanding for them to be resolved permanently.

Cons: As an organization, we have not been able to integrate Jira with osTicket, which our customer Experience team uses. This means we have two Systems, and at times this can be overwhelming to track issues on both Jira and osTicket.

  • Reviewer Source 
  • Reviewed on 2021/06/12