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, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Windows (On-Premise), Linux (On-Premise), Android (Mobile), iPhone (Mobile), iPad (Mobile)

About the vendor

  • Atlassian
  • Located in San Francisco, US
  • Founded in 2013
  • 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 pricing

Starting Price:

US$0.00/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$0.00/month.

Pricing plans get a free trial

About the vendor

  • Atlassian
  • Located in San Francisco, US
  • Founded in 2013
  • 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

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
  • Customisable Branding
  • Customisable Reports
  • Customisable 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
  • Prioritisation
  • 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 Catalogue
  • 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
Vinnod
Vinnod
Team Lead in India
Verified LinkedIn User
Information Services, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

Best for all types of managment

5.0 last month New

Pros:

This is one such software that you can't live without. Best for project management and other project-related stuff

Cons:

None. Good to go. One of the best out there

Hiren
Cloud Platform Engineer in US
Information Technology & Services, 501-1,000 Employees
Used the Software for: 2+ years
Reviewer Source

JIRA Service Management is excellent Saas Platform for your ready to use need & with other flexibili

5.0 2 months ago New

Comments: Overall good experience.

Pros:

JIRA Service Managment is have lots of customization capability & also ready made template is also good. Ready made report is good but for accurate details need more tuning to the reports or create own customize report.

Cons:

When reporting things come in picture that require customization. Also standard ticket type is not good enought for day to day use. So to configure all these need require experience user or consultant to understand your need & configure it.

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 4 weeks ago New

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.

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

Life Savior tool for Agile Projects

4.0 2 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.

Alternatives Considered: Confluence

Reasons for Choosing JIRA Service Management: JIRA is more user friendly and easy to mange across enterprise compared to Excel. Macros behaviors were pain points during maintenance but JIRA resulted as cost effective tool for corporates model.

Switched From: Microsoft Excel

Reasons for Switching to JIRA Service Management: It is more cost effective and user friendly software compared to Confluence. It is easy to track for scrum stories and follow agile approach to avoid standard documentation hours

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

patson jira review

5.0 3 days ago 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