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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 47 others

Languages

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

JIRA Service Management pricing

Starting Price:

US$17.65/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$17.65/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 47 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
  • Backup and Recovery
  • CRM
  • Capacity Management
  • Change Management
  • Collaboration Tools
  • Communications Management
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customer Support
  • Customisable Branding
  • Customisable Templates
  • Dashboard
  • Feedback Management
  • Full Text Search
  • IT Asset Management
  • IT Reporting
  • Incident Management
  • Inventory Management
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • On Call Scheduling
  • Patch Management
  • Performance Metrics
  • Prioritisation
  • Problem Management
  • Project Management
  • Project Tracking
  • Queue Management
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Monitoring
  • Release Management
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Screen Sharing
  • Self Service Portal
  • Service Catalogue
  • 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
  • Workflow Management

Alternatives to JIRA Service Management

Zoho Projects is a project management solution catering to small and large-scale businesses that wish to ship impeccable projects.
ServiceNow automates daily support tasks and help you to track, measure, and process any unit of work. It's easy to use and scalable.
Automate and streamline processes to solve customer issues faster, decreasing your cost to serve and increasing customer loyalty.
Data analysis solution that helps businesses manage spreadsheets, create graphs/charts, perform calculations, share projects, and more.
Boost productivity with customizable Docs, Reminders, Goals, Chat & more. Over 3 million teams have joined. Streamline workflow today!
Redmine helps teams of any size ship their projects consistently on time and on budget.
DevOps solution that streamlines the process of software development using repositories, testing, package management, and more.
Zendesk Support is the IT service desk software built for better customer relationships. Learn more about Zendesk Suite
No code automation platform designed for compliance, HR, legal, operations, procurement, sales and sourcing teams. 400k+ users.

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 2 years ago

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 2 years 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.

Terry
IT asset manager in Australia
Health, Wellness & Fitness, 5,001–10,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Jira is a good tool but need to know the limitation

3.0 11 months ago

Comments: The ITSM offers a high-quality service and a competitive price compared to other tools. However, it requires a skilled implementation partner for a successful deployment. This tool also needs ongoing support and maintenance to ensure optimal performance. It is not advisable to rely on a short-term professional service during deployment without continuous support/improvement.

Pros:

Jira's ITSM module is user-friendly and intuitive. You don't need much training to master it. One of the features I appreciate most is the ability to mention other people with @ in the comment section and keep them updated on the ticket status.

Cons:

The IT asset management module is very complex and requires a lot of configuration to enable the basic features. The out of box feature in this module was not useful for my purposes. I had to set up the IT asset classes from the schema level, which was time-consuming and tedious.

Layne
Application support specialist in US
Utilities, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Good but needs integrations to look better

4.0 3 months ago

Pros:

Managing projects in service management is easy & integrating various applications into it is seamless

Cons:

A bit confusing at first, roles seem jumbled at first glance & service management itself is a bit ugly when looking at it externally

Alternatives Considered: Zendesk Suite

Reasons for Switching to JIRA Service Management: JIRA was already integrated so it was the easier choice

Muhammad Suffian
System engineer in Italy
Computer & Network Security, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Jira used by a system engineer

5.0 5 months ago

Comments: Overall, JIRA Service Management is powerful and customizable, but has a complex setup, steep learning curve, and can be costly.

Pros:

Seamless JIRA integration, customizable workflows, advanced automation, user-friendly interface, robust reporting, scalable, SLA management, and extensive third-party integrations.

Cons:

Complex setup, expensive for small teams, slower with large data, steep learning curve, and overwhelming customization for non-tech users.

Alternatives Considered: Zoho Projects, MeisterTask, Zoho Desk, monday.com and Wrike

Switched From: ActiveCollab

Reasons for Switching to JIRA Service Management: Easy to use, cost effective and they gave discount plus many many more benefits