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 45 others

Languages

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

JIRA Service Management pricing

Starting Price:

$60.00/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 $60.00/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 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 Software
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Backlog Management
  • Backup and Recovery
  • Barcoding/RFID
  • Bug/Issue Capture
  • Capacity Management
  • Change Management Software
  • Collaboration Tools
  • Commenting/Notes
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contract Drafting
  • Contract/License Management
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer Support Software
  • Customizable Branding
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Dashboard Software
  • Document Management Software
  • Document Storage
  • Email Management Software
  • Feedback Management
  • For IT Project Management
  • Full Text Search
  • Help Desk Management
  • IT Asset Management Software
  • IT Reporting
  • Incident Management Software
  • Inventory Management Software
  • Issue Auditing
  • Issue Management
  • Issue Tracking Software
  • Knowledge Base Management
  • Knowledge Management Software
  • License Management Software
  • Location Tracking
  • Maintenance Management Software
  • Maintenance Scheduling
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring Software
  • Patch Management Software
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Project Tracking Software
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Release Management
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Routing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Task Management Software
  • Text Editing
  • Third Party Integrations
  • Ticket Management
  • Time & Expense Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management Software

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Reviews of JIRA Service Management

Average score

Overall
4.4
Ease of Use
4.2
Customer Service
4.3
Features
4.4
Value for Money
4.3

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Denise
Denise
Marketing Specialist in US
Verified LinkedIn User
Marketing & Advertising, 201-500 Employees
Used the Software for: 2+ years
Reviewer Source

Excellent service and project management tool

5.0 2 months ago New

Comments: For the past five years, I've been using Jira, and during that time I've noticed a big improvement just about every time. It has been easy for us to keep track of the work that other teams have completed by logging it and adding service level agreements. You can use it to delegate tasks within your team, track progress on common goals, and share updates with your colleagues in real time or behind closed doors. Because of this, it is an incredible instrument.

Pros:

The default settings for Jira Service Management allow you to maximize its potential right away, with nothing in the way of setup. It is possible to personalize it with a wide variety of settings so that it functions just how one would like it to.

Cons:

Because our SSO implementation needs it, in order for a user to sign into the customer portal, they will first need to sign into the parent Jira site.

Stefanos
Customer Service Manager in Greece
Retail, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

A Powerful Tool for Streamlining Service Management

5.0 2 weeks ago New

Comments: JIRA Service Management is an incredibly powerful tool for service management. It offers a multitude of features, customization options, and automation capabilities to ensure that user needs are met. Though the cost can be prohibitive for some organizations, the benefits of streamlining and tracking service management processes make it an ideal choice for many businesses.

Pros:

JIRA Service Management is an incredibly powerful and intuitive tool for streamlining service management processes. It offers an extensive variety of features and customization options to ensure that user needs are met. The user interface is modern and easy to navigate, and the workflow automation and reporting capabilities make it easy to track progress and ensure that tasks are completed on time.

Cons:

Though JIRA Service Management is incredibly powerful, it can be difficult to learn and navigate for users who are unfamiliar with it. Additionally, the cost of the software and the services can be prohibitive for some organizations.

Verified Reviewer
Product manager: tools&automations in Germany
Verified LinkedIn User
E-Learning, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

Well, everyone knows Jira — I just decided to reflect here

2.0 3 weeks ago New

Comments: I hate Jira and think the only reason everyone uses it is that they're just used to suffer.Here's an article about it:[SENSITIVE CONTENT]

Pros:

After latest update the visuals are quite pleasant.You can really construct complex filters if you know what you're looking for.Task IDs unfurl into links.Permissions are very granular (although complex and you won't understand how to use them).

Cons:

Expensive.No obvious features or you have to pay extra: time tracking, dark mode, CHECKBOXES.

Jordan
Jordan
Software Developer in Paraguay
Verified LinkedIn User
Outsourcing/Offshoring, 1,001-5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

A great tool that brings visibility, productivity and collaboration to the team

5.0 2 weeks ago New

Comments: You can take so much value from Jira is used correctly and if the team is well aware on how to use it. We use it on our daily standups and it helps a lot see what other team members are doing and their progress. You can easily spot who has more buffer and who needs a hand. The history feature is also a big plus to see what was changed in the description of the cards. I see this tool is a perfect fit for big companies.

Pros:

Estimating the team's velocity can be pretty accurate when the users fill in their Story Points and the time to completion. Cards also provide a lot of information, team members can collaborate in the comments section and the ability to create sub-tasks is a big plus.

Cons:

Jira can become overwhelming for newcomers, specially if there are no explicit policies on how to use it. Also, when marking tasks as Done, it feels the completion time fields are a bit redundant.

Craig
DevOps Engineer in UK
Pharmaceuticals, 501-1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Jira Service Management Make Life Easy, But At A Cost

5.0 2 months ago New

Comments: Jira has made everything easy and integrates with almost everything.

Pros:

JSM really doe make things very easy to do from ticket management to full blow products with customisable screens and input. It's worth the money but can get expensive when the whole company decides they want it.

Cons:

Really only the price is the con here, it's expensive but worth it. They offer fixed subscriptions which save money but cap users or pay as you go which costs more, but users can be added and removed ad-hoc.