Who Uses Jira Service Management?
High-velocity teams looking to optimize their ITSM practices eliminate silos between IT, Operations, and Developer teams, deliver value fast, and track work across the organization.
What Is Jira Service Management?
Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution that unlocks high-velocity 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. Integrated and streamlined workflows across development and operations speed both delivery and support at scale, with no silos between IT, Operations, and Developers.
Jira Service Management Details
Atlassian
https://www.atlassian.com
Founded 2002
Jira Service Management pricing overview
Jira Service Management has a free version and offers a free trial. Jira Service Management paid version starts at $20.00/month.
Starting Price
$20.00/month
Pricing Details
Standard: $20 per agent Premium: $40 per agent Enterprise: Contact Us
Free Version
Yes
Free Trial
Yes
Jira Service Management deployment and support
Support
- 24/7 (Live Rep)
- Business Hours
- Online
Deployment
- Installed - Mac
- Cloud, SaaS, Web
- Installed - Windows
Training
- Live Online
- Webinars
- Documentation
Jira Service Management Features
Complaint Management Software
- Case Management
- Complaint Classification
- Corrective Actions (CAPA)
- Customer Complaint Tracking
- Feedback Management
- Forms Management
- Issue Tracking
- Quality Assurance Management
- Routing
- Self Service Portal
- Social Media Monitoring
- Survey Management
Customer Service Software
- Alerts / Escalation
- Appointment Management
- Call Center Management
- Email Management
- Knowledge Base
- Live Chat
- Performance Metrics
- Queue Management
- Self Service Portal
- Social Media Integration
- Surveys & Feedback
- Virtual Assistant
- Workflow Management
Help Desk Software
- Alerts / Escalation
- Automated Routing
- Call Center Management
- Customizable Branding
- Document Storage
- Email Integration
- IT Asset Management
- Interaction Tracking
- Knowledge Base Management
- Macros/Templated Responses
- Multi-Channel Communication
- Network Monitoring
- Real-time Chat
- Remote Access/Control
- Reporting/Analytics
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Ticket Management
- Workflow Configuration
IT Asset Management Software
- Audit Management
- Compliance Tracking
- Configuration Management
- Contract/License Management
- Cost Tracking
- Inventory Management
- Maintenance Management
- Procurement Management
- Requisition Management
- Supplier Management
IT Management Software
- Access Controls/Permissions
- Capacity Management
- Compliance Management
- Inventory Management
- Issue Auditing
- License Management
- Maintenance Scheduling
- Patch Management
- Remote Access/Control
IT Project Management Software
- Bug Tracking
- Issue Management
- Milestone Tracking
- Percent-Complete Tracking
- Portfolio Management
- Prioritization
- Product Roadmapping
- Requirements Management
- Resource Management
- Status Tracking
- Supports Agile
- Supports Scrum
- Task Management
- Testing / QA Management
- Time & Expense Tracking
IT Service Software
- Contract Management
- IT Asset Management
- Incident Management
- Knowledge Management
- Release Management
- Self Service Portal
- Service Catalog
- Service Reporting
- Ticket Management
ITSM Software
- Asset Tracking
- Availability Management
- Change Management
- Configuration Management
- Contract/License Management
- Incident Management
- Problem Management
- Project Management
- Release & Deployment Management
- Self Service Portal
Issue Tracking Software
- Assignment Management
- Dashboard
- Escalation Management
- Issue Auditing
- Issue Scheduling
- Knowledge Base Management
- Project Management
- Recurring Issues
- Task Management
Service Desk Software
- CMDB
- Change Management
- IT Asset Management
- Incident Management
- Knowledge Base
- Mobile Access
- Procurement Management
- Remote Control
- SLA Management
- Self Service Portal
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Jira Service Management Reviews
Read all reviewsOverall rating
Average score
Josemaria G.
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Overall Rating5 /5
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Ease of Use5 /5
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Features & Functionality5 /5
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Customer SupportUnrated
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Value for MoneyUnrated
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Likelihood to Recommend
- Reviewer Source
- Reviewed on 08/04/2019
"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 08/04/2019
Verified Reviewer
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Overall Rating5 /5
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Ease of Use2 /5
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Features & Functionality5 /5
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Customer Support5 /5
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Value for Money5 /5
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Likelihood to Recommend
- Reviewer Source
- Reviewed on 07/11/2020
"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 07/11/2020
Angel S.
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Overall Rating2 /5
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Ease of Use1 /5
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Features & Functionality1 /5
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Customer Support1 /5
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Value for Money2 /5
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Likelihood to Recommend
- Reviewer Source
- Source: SoftwareAdvice
- Reviewed on 17/05/2019
"Cannot Manage Our Own Users"
Comments: JIRA customer support has been extremely unhelpful. Several tickets and requests have been issued (from several customers) in their customer portal with no response or solutions offered.
Pros: I loved this software when we first implemented. We were able to mass upload our users, use custom user IDs, set their passwords, and link their email address through a simple file upload. We were also able to change their email addresses, and edit their names as needed.
Cons: Over time, JIRA has made changes to the service that have led us to terminate our service. We are no longer able to edit anything but our users full name. We cannot change their email addresses to meet business needs, nor can we assign them a user ID - instead having to incorporate their ID into their name in order for us to find them in the system the service desk was designed for.
- Reviewer Source
- Source: SoftwareAdvice
- Reviewed on 17/05/2019
Verified Reviewer
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Overall Rating5 /5
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Ease of Use4 /5
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Features & Functionality5 /5
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Customer Support5 /5
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Value for Money5 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 09/10/2020
"Great Service Desk for Human Resources"
Comments: Jira has transformed our 12-person HR department. We can now easily track incoming requests, are not reliant on email for communication, can create canned responses for consistency and efficiency, and we have the ability to operate 100% paperlessly.
Pros: Jira is extremely customizable, scalable, and easy to implement when compared with other SD platforms. Out of the box, it can be used as a tool to track incoming requests, however, paired with the thousands of compatible plugins, it is unparalleled. Jira SD has allowed our HR team to take our daily operations to the next level, transitioning antiquated, clunky paper processes into a 100% paperless experience.
Cons: My only complaint is when custom fields are added, you have to update every field configuration you have, individually. This is extremely time-consuming when adding multiple custom fields in an effort to create "forms" within Jira.
- Reviewer Source
- Reviewed on 09/10/2020
Chirag S.
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Overall Rating5 /5
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Ease of Use5 /5
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Features & Functionality5 /5
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Customer Support3 /5
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Value for Money5 /5
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Likelihood to Recommend
- Reviewer Source
- Reviewed on 14/02/2020
"Efficient service desk for companies small, medium or large"
Comments: Prior to using Jira Service Desk, were using a combination of Excel and SharePoint with workflows. We couldn't get great reports. It was hard to customize. Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow. We brought in Jira Service Desk as a test bed. Within 2 hours, we were testing and customers were putting in tickets. While we used most of the default settings, the value we were generating was way beyond we ever had. Then, we set up SLAs and watch reports for a few days. We were able to see everything we wanted - who reported the issue, when, what was the priority, how many comment exchanges happened, how much time did we spend, did we meet SLAs, what was the solution, etc. Fast forward 2 years. We are now able to create strategies to service internal and external customers better based on the data from Jira. It has helped us go from making gut-feel decisioning to data-centric decisioning. Good data wins debates. Jira helped us with good data. We are also utilizing Jira's excellent searching, dashboarding and API functionality to feed data to other systems and drive changes beyond just customers.
Pros: Jira Service Desk was very easy to get started with. You could literally sign up for it and begin using it within an hour. Ticketing system is very customizable and powerful. Customers can be added in bulk and customers can sign up for entering issues. We were able to create different projects (or service queues) so that customers could send requests for IT help, or administrative help, or help with projects. Each such project/queue had different fields. Metrics are all built into the software, so we can know how often Service Level Agreements were breached, who breached them etc. The sheer amount of customizability is a joy. However, without discipline and thoughtfulness, it is very easy to customize it the wrong way.
Cons: We feel that the price point could be lower and the speed could be a little faster. Atlassian has made improvements with speed. If a company had 5 people manning different queues and the issue volume is low, the cost would be ~1500/year for those 5 users. So, it would may not be cost effective for a small company that is watching their costs closely. We also felt that a Wiki is not built in. So, if a common solution needs to documented that spans multiple tickets, there's no way to do so. We could buy Confluence from Atlassian for an additional cost.
- Reviewer Source
- Reviewed on 14/02/2020
