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About JIRA Service Management
Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution that unlocks high-velocity teams.
IT is in the midst of rapid transformation to build capabilities that enable quick delivery of great services while managing cost and risk. But old ways of working constrain progress. Rigid processes limit team agility. Disparate, disconnected tools interrupt the flow of information and hinder good decision-making. With Jira Service Management, teams can:
- Manage work across teams on one platform
- Enable employees and customers to quickly get the help they need with a self-service portal
- Respond, resolve and continuously learn from incidents
- Innovate faster with automated change risk assessments, advanced approval workflows
- Gain visibility into infrastructure and understand service dependencies
- Set up advanced SLA metrics and report on performance in real-time
- Configure automated rules so users can streamline repetitive tasks and agents can get more done
With over 1000+ integrations on Atlassian Marketplace, including CircleCI, Jenkins, AWS, and more, Jira Service Management can be easily customized to fit any team’s needs.
JIRA Service Management pricing
JIRA Service Management has a free version and offers a free trial. JIRA Service Management paid version starts at US$17.65/month.
Starting Price:
US$17.65/month
See pricing details
Free Version:
Yes
Free trial:
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JIRA Service Management Reviews
Feature rating
5 reviews of 680
View all reviews
Dawit
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
4
5
Reviewed on 13/6/2023
Effortless Collaboration and Task Management: A Closer Look at JIRA Service Management
My overall experience with JIRA Service Management has been exceptional. The platform has revolutionized our incident management process and significantly improved collaboration among team members
Pros
One of the aspects I liked most about Jira Service Management was its exceptional incident resolution efficiency. The platform truly excels in streamlining the incident management process, enabling our team to respond swiftly and effectively to any issues that ariseWith Jira Service Management, we were able to create a centralized incident ticketing system that provided complete visibility into ongoing incidentsThe automation capabilities of Jira Service Management were a game-changer. We were able to set up predefined workflows and triggers, ensuring that incidents were routed to the appropriate teams and escalated as needed
Cons
While Jira Service Management offers a plethora of robust features, one area that I felt could benefit from improvement was its reporting capabilities. Although the platform provides basic reporting functionalities, there are certain areas where additional enhancements would be valuable
Carlos
- Industry: Higher Education
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
5
5
Reviewed on 18/9/2024
JIRA enhances your management!
Overall it has been a great resource for our institution. With the seamless tools imbedded in the program, it has enhance our productively and user communication. Our team has had a great experience and new employees find it easy to learn!
Pros
This product helps our institution track ticket stats and helps us communicate with our customers efficiently.
Cons
The user interface could use a bit of a revamp. We also noticed that some workflow process could be added to track assets and maintain inventory.
Alternatives Considered
TeamDynamixReasons for Switching to JIRA Service Management
The cost of the product was less for what our institution needed
Terry
- Industry: Mining & Metals
- Company size: 10,000+ Employees
- Used Monthly for 1+ year
-
Review Source
Value for Money
3
Features
3
Ease of Use
3
Customer Support
2
3
Reviewed on 26/8/2024
could work better on the timeline setup
Pros
Well integrated with agile framework, have sub task under projects
Cons
The project timeline setup is not intuitive, especially when u need to set up multiple task in parallel
Muhammad Suffian
- Industry: Computer & Network Security
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5
5
Reviewed on 14/6/2024
Jira used by a system engineer
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.
Switched From
ActiveCollabReasons for Switching to JIRA Service Management
Easy to use, cost effective and they gave discount plus many many more benefits
Layne
- Industry: Utilities
- Company size: 201–500 Employees
- Used Weekly for 2+ years
-
Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
0
4
Reviewed on 5/8/2024
Good but needs integrations to look better
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
