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?
JIRA Service Management pricing
- 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.
JIRA Service Management videos and images
Features of JIRA Service Management
- Access Controls/Permissions
- Activity Tracking
- Asset Lifecycle Management
- Asset Tracking Software
- Assignment Management
- Audit Management
- Audit Trail
- Automated Routing
- Backlog Management
- Backup and Recovery
- Bug/Issue Capture
- Capacity Management
- Change Management Software
- Collaboration Tools
- Communications Management
- Compliance Management
- Compliance Tracking
- Configuration Management
- Contract Drafting
- Contract/License Management
- Cost Tracking
- Customer Complaint Tracking
- Customer History
- Customer Support Software
- Customizable Branding
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Dashboard Software
- Document Management Software
- Document Storage
- Email Alerts
- Feedback Management
- For IT Project Management
- Full Text Search
- Help Desk Management
- IT Asset Management Software
- IT Reporting
- Incident Management Software
- Inventory Management Software
- Investigation 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
- Network Monitoring Software
- On Call Scheduling
- Patch Management Software
- Performance Metrics
- Problem Management
- Project Management Software
- Project Tracking Software
- Queue Management
- Real Time Analytics
- Real Time Monitoring
- Real Time Reporting
- Real-Time Chat
- Release Management
- Remote Monitoring & Management
- Reporting & Statistics
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Status Tracking
- Supplier Management
- Support Ticket Management
- Surveys & Feedback
- Task Management Software
- Text Editing
- Third Party Integrations
- Ticket Management
- Time & Expense Tracking
- Workflow Configuration
- Workflow Management Software
JIRA Service Management Alternatives
Reviews of JIRA Service Management
The best tool for Helpdesk which works seamlessly with Jira
Comments: My team enjoys this tool a lot and we surely feel this is the most suited tool for the workflow we have. Highly recommend for helpdesk in IT
Works so well with a support email ID to collect client helpdesk issues, and even link them to development (IT project) tickets
Perhaps the dashboards can be easier and more insightful, for checking workload, number of issues managed per staff member etc
Alternatives Considered: Zendesk Suite
Reasons for Switching to JIRA Service Management: Since we have a lot of helpdesk tickets that may translate into a product feature, or enhancement or bugs that can be forwarded to the IT development team, we wanted to use something that syncs with JIRA very well
We track incoming work with Jira Service Management
Comments: 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.
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.
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.
Great for Smaller Businesses, not for the Large Enterprise
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.
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.
JIRA is the best overall Bug & Issue Project Management tool
- JIRA is very simple to setup & deploy for beginners & can also be used very effectively by advanced users- Has integrations with other tools- JIRA helps report, manage & track bugs, product features via tickets in 1 place- JIRA has history of tickets, work logs, etc that help document projects & promote overall accountability
- JIRA can be expensive for small companies & small teams- JIRA needs licenses for users just to view the JIRA board & tickets
Alternatives Considered: monday.com
Switched From: Google Sheets
Reasons for Switching to JIRA Service Management: We chose JIRA as everyone were familiar with the tool & had prior experience with using it.
Great if you use Jira
Jira Service desk is the help desk add on for Jira. It's great because it seamlessly integrates with Jira. If you're on Jira already it's a natural extension.
It's not really viable as a stand alone product but as part of the Jira ecosystem it's a nice add on. Quite steep learning curve.