JIRA Service Management
About JIRA Service Management
Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira platform.
IT is in the midst of rapid transformation to build capabilities that enable rapid delivery of great services while managing cost and risk. But old ways of working constrain progress. Rigid processes limit team agility and speed. Disparate, disconnected tools interrupt the flow of information that accelerates good decision-making. Development and operations teams continue to fight through siloed tooling that’s critical to enabling a high-performing digital business. With Jira Service Management, you can:
- Manage work across teams on one platform
- Enable employees and customers to quickly get the help they need with a self-service portal
- Respond, resolve and continuously learn from incidents
- Innovate faster with automated change risk assessments, advanced approval workflows,
- Connect to CI/CD tools like Bitbucket Pipelines, Jenkins, and CircleCI
- Group incidents to problems, fast-tracking root cause analysis
- Gain visibility into infrastructure and understand service dependencies
- Set up a knowledge base to enable self-service
- Set up advanced SLA metrics and report on performance in real-time
- Configure automate rules so users can streamline repetitive tasks and agents can get more done
Jira Service Management is a leader in Gartner's Magic Quadrant, named as a Strong Performer in the Forrester Wave: ESM and used by more than 25,000 organizations worldwide.
Pricing starting from:
US$19.04/month
- Free Version
- Free Trial
- Subscription
Key benefits of JIRA Service Management
- Simple for your team to get started with ITSM, but also adaptable as you scale: with processes that can be continuously tuned to their unique needs, teams can deliver more value fast while pivoting more easily when needed
- Customized for teams, standardized for global organizations: standardize on tooling that’s flexible enough to support diverse team needs while not sacrificing the ability to work across teams
- Open collaborative platform: Collaborate across the organization more effectively by providing teams with visibility into the work of others
- Track work across the enterprise: Link issues across Jira and ingest data from other software development tools, so your IT support and operation teams have richer contextual information to rapidly respond to requests, incidents, and changes.
- Connect Dev and Ops: Deliver more customer impact while managing risk. Accelerate critical development work, eliminate toil, and deploy changes with ease, all backed by a complete audit trail for every change
Typical Customers
- Freelancers
- Small Businesses (2-50)
- Mid-size Companies (51-500)
- Large enterprises (500 and more)
Deployment
- Cloud-based
- On-premise
Pricing starting from:
US$19.04/month
- Free Version
- Free Trial
- Subscription
Images
Features
Total features of JIRA Service Management: 113
Alternatives
osTicket
Pivotal Tracker
Intercom
Salesforce Service Cloud
Reviews
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- Industry: Hospital & Health Care
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
We track incoming work with Jira Service Management
Reviewed on 14/08/2023
I prefer Jira Service Management because it is very similar to Jira software; If you are familiar...
I prefer Jira Service Management because it is very similar to Jira software; If you are familiar with Jira software, you will have no problem using this one. Concise but effective.
Pros
First of all, Jira allows us to manage customer support requests in an organized way. They can be tailored to individual squads and relatively easily monitored. All relevant details can be stored in one location in a Jira request. Jira is an easy-to-use tool and request tracker for teams, with features including customizable dashboards, access permissions, and time/effort monitoring.
Cons
Inadequate translation of Jira Service Management into other languages is one of its biggest drawbacks, as it results in an unnatural hybrid between English and the selected language.
- Industry: Internet
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Top of the market
Reviewed on 04/04/2024
Overall, Jira has many integrations and way tu automate in-house processes. Second to none.
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.
Reasons for Switching to JIRA Service Management
More features required for effective development.- Industry: Biotechnology
- Company size: 5,001–10,000 Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 7.0 /10
Lots of features but can get overwhelming
Reviewed on 08/01/2024
Pros
The amount of features that JIRA has allows for our team to use it to track a multitude of ticket/project types.
Cons
The number of features can be overwhelming and this platform is not the best organized. There is a lot going on with different boards, timelines, and tickets so it can be easy to lose track of everything and for things to be overlooked.
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Powerful Bridge with Developer
Reviewed on 12/11/2024
It is extremely helpful product to know the developement and bugs related progress and to keep...
It is extremely helpful product to know the developement and bugs related progress and to keep track on all the ongoing information.
Pros
Perfect tool to keep track on the request and make a bridge with the developer team. Able to edit content , know the progress , discuss the issues are quite easy and effective with Jira.
To see the histories of JIRA and to link the related issues it's all good.
Cons
Jira is somehow costly for small orgs. Little bit complicated platform with excessive options.
- Industry: Retail
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Very happy 2+ years use of JIRA.
Reviewed on 25/07/2023
Pros
Pretty much everything to do with ticket management and notifications from our internal 'customers'
Cons
The search functionality could do with some work when looking for older tickets and the searching of 'similar requests'
Reasons for Switching to JIRA Service Management
More customization that some of the competitors but not so much so as to make it confusing to set up.JIRA Service Management FAQs
Below are some frequently asked questions for JIRA Service Management.Q. What type of pricing plans does JIRA Service Management offer?
JIRA Service Management offers the following pricing plans:
- Starting from: US$19.04/month View Pricing Plans
- Pricing model: Free Version, Subscription
- Free Trial: Available
Free for up to 3 agents 7 day free trial of paid plans Standard: 4-15 agents for $20/agent/month, 16+ agents at discounted price Premium: 4-15 agents for $45/agent/month, 16+ agents at discounted price Enterprise plans are also available, billed annually.
Q. Who are the typical users of JIRA Service Management?
JIRA Service Management has the following typical customers:
2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does JIRA Service Management support?
JIRA Service Management supports the following languages:
Chinese, Czech, Danish, English, French, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Traditional Chinese
Q. Does JIRA Service Management support mobile devices?
JIRA Service Management supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does JIRA Service Management integrate with?
JIRA Service Management integrates with the following applications:
8x8 Contact Center, Apwide Golive, Asana, Atlas CRM, Azuqua, Balsamiq, Box, Clerk Invoices, Confluence, Docusign, Dropbox Business, EazyBI Cloud, Elements Connect, Freshdesk, GitHub, Gliffy, Google Analytics 360, Google Docs, Google Drive, Hootsuite, Instabug, Intercom, Jira, Kayako, LiveChat, Metric.ai, Microsoft 365, Microsoft Excel, Microsoft Outlook, OneDrive, PagerDuty, Quip, Salesforce Sales Cloud, ScriptRunner for Jira, ServiceNow, Slack, SumUp, Toggl Track, Trello, Userlane, Usersnap, Watchtower, Workplace from Meta, Zendesk Suite, Zephyr Enterprise, draw.io
Q. What level of support does JIRA Service Management offer?
JIRA Service Management offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat
Related categories
See all software categories found for JIRA Service Management.
- Customer Service Software
- Help Desk Software
- ITSM Tools
- Remote Support Software
- IT Asset Management Software
- Issue Tracking Software
- IT Management Software
- Bug Tracking Software
- IT Service Software
- Complaint Management Software
- IT Project Management Software
- Service Desk Software
- Change Management Software
- Incident Management Software
- Inventory Management Software
- MSP Software
