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JIRA Service Management Logo
JIRA Service Management
4.5
(649)

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The only ITSM solution built on the Jira platform

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(56)

JIRA Service Management Pricing, Features, Reviews and Alternatives

JIRA Service Management product overview

Price starts from

60

Per month

Flat Rate

What is JIRA Service Management?

Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira platform.

Key benefits of using JIRA Service Management

- Simple for your team to get started with ITSM, but also adaptable as you scale: with processes that can be continuously tuned to their unique needs, teams can deliver more value fast while pivoting more easily when needed
- Customized for teams, standardized for global organizations: standardize on tooling that’s flexible enough to support diverse team needs while not sacrificing the ability to work across teams
- Open collaborative platform: Collaborate across the organization more effectively by providing teams with visibility into the work of others
- Track work across the enterprise: Link issues across Jira and ingest data from other software development tools, so your IT support and operation teams have richer contextual information to rapidly respond to requests, incidents, and changes.
- Connect Dev and Ops: Deliver more customer impact while managing risk. Accelerate critical development work, eliminate toil, and deploy changes with ease, all backed by a complete audit trail for every change

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Knowledge Base
Chat
FAQs/Forum
Phone Support
Email/Help Desk

Training options

Webinars
Live Online
Videos
Documentation

JIRA Service Management pricing information

Value for money

4.3

/5

649

Starting from

60

Per month

Flat Rate

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

JIRA Service Management features

Functionality

4.5

/5

649

Total features

112

25 categories

Most valued features by users

Reporting/Analytics
API
Third Party Integrations
Customizable Branding
Multi-Channel Communication
Reporting & Statistics
Alerts/Escalation
Surveys & Feedback

Functionality contenders

JIRA Service Management users reviews

Overall Rating

4.5

/5

649

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.49/10
Rating distribution

5

4

3

2

1

374

217

44

11

3

Pros
Great interface provided by service desk. I would recommend Jira, it has fantastic user interface with a lot features.
It's a good tool to track your tickets and projects you are working on. The entire Gantt chart flow is really good and helps you keep yourself updated with the projects and issues at hand.
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.
Cons
Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow.
The downside is that there is no easy way to migrate any of your changes from dev to production.
Software problems reporting for clients, in-house sorted problem manager.

Overall rating contenders

SD
AvatarImg

Sandeep D.

Test analyst

Information Technology and Services, 51-200 employees

Review source

Overall Rating

JIRA Service Management Review: Great agile task management tool

Reviewed 9 days ago

Transcript

Sandeep D.: I'm Sandeep, working as a QA analyst at a company called Clarity, and the company size is...

IN
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Inayat N.

Systems Engineer Atlassian

Consumer Electronics, 1,001-5,000 employees

Review source

Overall Rating

Strong Advocate For JIRA Service Management.

Reviewed 4 months ago

Transcript

Inayat: Hi, my name is Inayat. I'm a senior systems engineer, and my company is about approximately 4,000...

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Denise W.

Marketing and Advertising, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Excellent service and project management tool

Reviewed a year ago

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.

JR
AvatarImg

Jayanth R.

Insurance, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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JIRA is the best overall Bug & Issue Project Management tool

Reviewed 7 months ago
Pros

- 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

Cons

- JIRA can be expensive for small companies & small teams- JIRA needs licenses for users just to view the JIRA board & tickets

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Nick M.

Financial Services, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

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Great for Smaller Businesses, not for the Large Enterprise

Reviewed 2 years ago
Pros

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.

Cons

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.

SC
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Serhat C.

Banking, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Best Management, Strong Monitoring

Reviewed 3 months ago
Pros

The interface is user friendly. I can follow projects and processes quickly and easily. The findings opened for our outsourcing solution partners are great to view and report. It is clear who does what in the team and the status of the processes can be examined by everyone.

Cons

I am very pleased with the features and functions I have encountered and used so far. There isn't a feature I don't like.

AR
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Verified reviewer

Music, 501-1,000 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

A great option for on-site ICT service desk management

Reviewed 5 years ago

Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us. The software is usable in its default setup but we have found that there is still plenty of customisation that can be done if needed to suit more complex requirements.

Pros

I find the UI of Jira Service Desk very clean and modern compared to other service desks software on the market. Included with the service desk is a customisable user-facing portal for users to raise tickets in, which proved very popular with staff when raising tickets alongside traditional email tickets. Due to the way Jira splits service desks into different projects, we were able to create service...

Cons

For a service desk technician using Jira Service Desk the back-end UI for managing tickets can be a little overwhelming, however this can be fixed by editing the default workflows for tickets to hide not required information and details. The administration settings are somewhat unintuitively set out for system administrators, but once you get to grips with the layout it becomes easy enough to find what you need from the settings page. We found the instructions on the Atlassian website for setting up an external redirect with a custom URL in IIS a little sparse on detail, but a quick trip to the Atlassian forums cleared up any queries we had with the process.

JIRA Service Management FAQs

Q. What type of pricing plans does JIRA Service Management offer?

JIRA Service Management has the following pricing plans:
Starting from: $60.00/month
Pricing model: Free, Subscription
Free Trial: Available | (No Credit Card required)


Q. Who are the typical users of JIRA Service Management?

JIRA Service Management has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business


Q. What languages does JIRA Service Management support?

JIRA Service Management supports the following languages:
Chinese (Simplified), Chinese (Traditional), Czech, Danish, English, French, German, Hungarian, Italian, Japanese, Korean, Norwegian (Bokmal), Polish, Portuguese, Russian, Spanish, Swedish


Q. Does JIRA Service Management support mobile devices?

JIRA Service Management supports the following devices:
Android, iPad, iPhone


Q. Does JIRA Service Management offer an API?

Yes, JIRA Service Management has an API available for use.


Q. What other apps does JIRA Service Management integrate with?

JIRA Service Management integrates with the following applications:
GitHub, Microsoft Outlook, draw.io, Google Analytics 360, Dropbox Business, Balsamiq, Workplace from Meta, Azuqua, Jira, Instabug, ScriptRunner for Jira, SumUp, Quip, Google Docs, Metric.ai, DocuSign, OneDrive, Usersnap, Trello, Google Drive, Box, Atlas CRM, Zephyr Enterprise, Freshdesk, Salesforce Sales Cloud, Userlane, Slack, PagerDuty, Microsoft 365, LiveChat, ServiceNow, Confluence, Gliffy, 8x8 Contact Center, Emburse Abacus, Kayako, Asana, Hootsuite, Clerk Invoices, Toggl Track, Intercom, Zendesk Suite, Microsoft Excel


Q. What level of support does JIRA Service Management offer?

JIRA Service Management offers the following support options:
Knowledge Base, Chat, FAQs/Forum, Phone Support, Email/Help Desk

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