Jira Service Management vs. Jira Software

Jira Service Management

Jira Software

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Jira Service Management	Score 8.1 out of 10	N/A	Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of-the-box for service request, incident, problem and change management. Jira Service Management integrates seamlessly with Jira Software so that IT and development teams can work better together. Users…	$0 per month
Jira Software	Score 8.0 out of 10	N/A	Jira Software is a project management tool from Atlassian, featuring an interactive timeline for mapping work items, dependencies, and releases, Scrum boards for agile teams, and out-of-the-box reports and dashboards.	$81.85 per month 10 users

Pricing

Jira Service Management

Jira Software

Editions & Modules

Free: $0
per month
Standard: $20
per agent/per month
Premium: $40
per agent/per month
Enterprise: Contact sales team

Standard: $8.15
per month per user (minimum 10)
Premium: $16
per month per user (minimum 10)
Data Center: $44,000
per year 500 users
Enterprise: Contact Sales
per year

Offerings

Pricing Offerings
Jira Service Management	Jira Software
Free Trial
Yes	Yes
Free/Freemium Version
No	Yes
Premium Consulting/Integration Services
Yes	No

Entry-level Setup Fee

No setup fee

Additional Details

—

More Pricing Information

Community Pulse
	Jira Service Management	Jira Software
Considered Both Products	Jira Service Management BT Brian Taylor Systems Engineer Chose Jira Service Management We evaluated Remedy's ServiceNow as well as a few homegrown solutions (in SharePoint and in JIRA Software), and found that Service Desk's integration into the rest of the Atlassian suite of products was the best selling point. We already were licensing a number of Atlassian … Incentivized Helpful? Rene Enriquez Member of the Technical Staff Chose Jira Service Management I used to work using Mantis, and RedMine but I found in JIRA a minimalist, modern an easy to use user interface Incentivized Helpful? Verified User Project Manager Chose Jira Service Management We used a MS product called SCSM which was very old and hard to use. The UI was rough and we had to find a lot of workarounds to make it work like we wanted it to. Service Desk was the main product we looked at since we already had JIRA and Confluence. Incentivized Helpful? Ammar Aldaffaie Oracle Service Cloud Developer Chose Jira Service Management I think JIRA is best suited for IT tickets and service requests. Comparison is hard, but I use JIRA on a daily basis and I cannot think of a better alternative for the task we are using it for. Incentivized Helpful? Rounak Jangir Ab Initio Developer Chose Jira Service Management JIRA is much easier to setup and use in comparison to VersionOne Incentivized Helpful? Verified User Manager Chose Jira Service Management JIRA Service Desk is comparable to Zendesk but in my opinion Zendesk is more user friendly Incentivized Helpful? Verified User Director Chose Jira Service Management Sure there are other great service management products in the market. Since we use JIRA and Confluence heavily, Service Desk fits perfectly in the suite. As a brief example, after the customer creates a case, we can create an associated issue at JIRA for development team, after … Incentivized Helpful? Verified User Administrator Chose Jira Service Management When I evaluated Spiceworks, it was not going to be replacing any ticketing systems. However, I did evaluate it and was not extremely impressed by the short demo I did. JIRA was selected because a branch of our company was already using it, so it made sense to consolidate into … Incentivized Helpful? Gary Smolyak Development Operations Systems Administrator Chose Jira Service Management Zendesk is a similar ticketing system that our organization used before JIRA Service Desk. The main drawback of Zendesk was that it can only be used as a cloud service. This means that our company data would be living on the internet at the hands of their security team. Another … Incentivized Helpful? Phillip Holder Consultant - Senior Business System Analyst Chose Jira Service Management JIRA stacks up very well in particular with Microsoft Team Foundation Server which I used extensively for 7 years. The transition I had to do to JIRA was seamless and they both compliment each other well. Incentivized Helpful? Verified User Administrator Chose Jira Service Management ServiceNow has many of the same features of JIRA. Teams within the organization use both ServiceNow and JIRA, but we primarily use JIRA. We chose JIRA because it seemed easier to set up the linking of related tasks and projects together, but other teams have said the same thing … Incentivized Helpful? Verified User Administrator Chose Jira Service Management There are other systems that perform well, but we always came back to JIRA. One of the reasons is that it has companion systems like Confluence that can integrate and be used with it. Another reason is JIRA can be molded to be many things, not just project management. For us, … Incentivized Helpful? Verified User Consultant Chose Jira Service Management Jira Service Desk has similar or equivalent features to heavyweight competitors as HP Service Manager, for a better price. The highlight of Jira Service Desk, in my opinion, is that you can customize a series of visual boards that are tremendously useful for an agile and … Incentivized Helpful? Rob Domenico Senior Systems Administrator Chose Jira Service Management Compared to other products I have used, like, Fresh Desk Service or Manage Engine it has more features included per user and technician (others may require a license for each type). Portal setup can be integrated to the Confluence Portal for easy access to Jira for service … Incentivized Helpful? Glenn Burnside Executive Vice President of Operations & Strategy Chose Jira Service Management We selected Jira Service Desk because we were already Jira users, and the price point was easy to absorb. Our experience as Jira administrators made it easy to customize Jira Service Desk to our needs. Incentivized Helpful? Taylor Campbell Business Analyst Chose Jira Service Management I think JSD is better than all of the similar ones I have used because it allows for greater customization. It is also really geared to submitting bugs and enhancements, where the other products are more about the software development workflow and project management. Incentivized Helpful? Verified User Analyst Chose Jira Service Management I do not have experience with similar products Incentivized Helpful? Verified User Project Manager Chose Jira Service Management It's out of the box the best option I could imagine and by-far better than any custom-made tools I've otherwise seen. Also thru its modular setup, it can be extended and upgraded as you go so the system adapts to your changing business requirements. Only downside is - without Co… Incentivized Helpful? Verified User Engineer Chose Jira Service Management At the time we chose JIRA Service Desk, we had been using GitHub to track project issues and features. We were looking for something that would add more project planning features and allow us to put more project information together in one place. JIRA succeeded somewhat in … Incentivized Helpful? JS Jestin Sebastian Software Engineer Chose Jira Service Management Decent out-of-the-box functionality compared to others Incentivized Helpful? MH Mark Hetherington Programmer Chose Jira Service Management When we completed our merger with another company, they were already using Jira so it made sense for us to use a common solution. Their experience and investment with the package was a major factor in choosing it over our current tools and those we were researching for future … Incentivized Helpful? CL Craig Lockley VP of IT & Innovation Chose Jira Service Management I've tried many other systems and used them extensively in the past including GLPI with integrated software and computer inventory systems. Used OTRS for customer related ticketing (in comparison to using Service Desk for internal ticketing) and found the system not geared … Incentivized Helpful? SK Susan Kerns Senior Manager, Information Systems Chose Jira Service Management JIRA is far more advanced than some of its competitors with its advanced agile functionality and customizable workflows. Incentivized Helpful? Bobbejo Kohler Applications Systems Analyst Chose Jira Service Management We tried to make Clarizen a ticketing system and it just wasn't built to handle all of the different scenarios we required. Hesk is very limited and an OK ticketing system for internal use with simple tickets, but does not offer the same level of customization as JIRA service … Incentivized Helpful?	Jira Software No answer on this topic
Top Pros	Pro Service desk Pro Easy to use Pro Set up	Pro Project management Pro Easy to use Pro Software development
Top Cons	Minus User friendly Minus Learning curve Minus User interface	Minus Learning curve Minus Add ons Minus User interface

TrustRadius Insights
	Jira Service Management	Jira Software
Highlights	Research Team Insight Published January 31, 2024 Users of Jira Service Management have found it particularly effective in offering internal support to organizational staff. They have consistently reported using it to manage and track internal service requests, such as IT support tickets, HR requests, and facilities issues. These users comprise mainly of service providers like IT teams or HR departments within organizations who are striving for streamlined workflow solutions. On the other hand, Jira Software users primarily fall under software development teams working on agile projects. Customers have reported its significant role in organizing and tracking their development work, such as managing sprints, tracking issues, and organizing backlogs of tasks. These users often include software developers, project managers, and scrum masters who require a robust tool for handling complex software development processes. It’s evident that while both tools offer issue-tracking functionality, their use cases reflect the distinct needs of different user groups: service support for Jira Service Management and agile project management for Jira Software.

Features

Jira Service Management

Jira Software

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	Jira Service Management 8.2 75 Ratings 0% below category average	Jira Software - Ratings
Organize and prioritize service tickets	8.374 Ratings	00 Ratings
Expert directory	9.02 Ratings	00 Ratings
Service restoration	9.52 Ratings	00 Ratings
Self-service tools	7.268 Ratings	00 Ratings
Subscription-based notifications	10.01 Ratings	00 Ratings
ITSM collaboration and documentation	7.761 Ratings	00 Ratings
ITSM reports and dashboards	5.862 Ratings	00 Ratings

ITSM asset management

Comparison of ITSM asset management features of Product A and Product B
	Jira Service Management 10.0 1 Ratings 19% above category average	Jira Software - Ratings
Configuration mangement	10.01 Ratings	00 Ratings
Asset management dashboard	10.01 Ratings	00 Ratings
Policy and contract enforcement	10.01 Ratings	00 Ratings

Change management

Comparison of Change management features of Product A and Product B
	Jira Service Management 7.3 69 Ratings 14% below category average	Jira Software - Ratings
Change requests repository	7.363 Ratings	00 Ratings
Change calendar	6.52 Ratings	00 Ratings
Service-level management	8.167 Ratings	00 Ratings

Best Alternatives
	Jira Service Management	Jira Software
Small Businesses	Agiloft Flexible Service Desk Suite Score 9.0 out of 10	Stackby Score 9.6 out of 10
Medium-sized Companies	Agiloft Flexible Service Desk Suite Score 9.0 out of 10	SAP Ruum Score 9.0 out of 10
Enterprises	Ivanti Neurons for ITSM Score 9.3 out of 10	Quickbase Score 9.2 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Jira Service Management	Jira Software
Likelihood to Recommend	5.7 (76 ratings)	8.7 (187 ratings)
Likelihood to Renew	10.0 (1 ratings)	9.0 (35 ratings)
Usability	9.6 (2 ratings)	7.3 (28 ratings)
Availability	- (0 ratings)	5.3 (3 ratings)
Performance	- (0 ratings)	8.0 (1 ratings)
Support Rating	9.1 (25 ratings)	8.8 (23 ratings)
Online Training	- (0 ratings)	8.0 (1 ratings)
Implementation Rating	- (0 ratings)	9.0 (1 ratings)
Ease of integration	- (0 ratings)	7.7 (8 ratings)

User Testimonials
	Jira Service Management	Jira Software
Likelihood to Recommend	Atlassian Great to manage your issues in a clear and centralised way. If your development teams work with Jira, it will all naturally come together. Great way to manage the issues from end to end. - Very flexible if you have people who understands the set up and is able to configure it for your needs - Maybe not the best if you want something with very easy set up Verified User Anonymous Read full review	Atlassian The Jira software works well for managing scrum boards and allocating resources to a task. When your Epics and Issues are set up properly, it can give you a good idea of where your team stands and the trajectory of your project. It is not the ideal solution if you need to provide documentation and support to people outside of your product teams or organization. It would benefit from having a public documentation or repository feature. Incentivized Verified User Anonymous Read full review
Pros	Atlassian Manageable workflow to ensure all users follow the same process. Can ban boards for easy visual of ticket status. Very flexible tool that can adapt to lots of different uses outside of the traditional service desk model. Added communication tools help you get out of e-mail jail. Incentivized Verified User Anonymous Read full review	Atlassian Running sprints and tracking progress of roadmap, epics, story, task and subtask The user interface is great. It allows tables inside details, have common shortcuts and clean design. Can create custom dashboards and can view data in multiple ways Advanced access rights based on role Incentivized Verified User Anonymous Read full review
Cons	Atlassian Ability to control the number of email notifications received (Note: this is a new feature in the Latest release but I personally haven not extensively looked at it and how well it solves the existing problem). No way to reply to multiple tickets at once, say you got 4 tickets in for the same issue, there is no way you can reply to them in one stroke. Other Ticketing systems do have this ability. Using a large number of add-ons to customize and add additional features adds up quickly and can become rather expensive. Request forms are very basic and there is no native dynamic field ability available. Incentivized Gary Smolyak Development Operations Systems Administrator Read full review	Atlassian Management of the software is very difficult at times, although has improved. Ability to manage resources is really non-existent, there are some plugins but they are ALL buggy (I've tested them all). Better integration with Trello, would love to see this happen. Right now it's very clumsy. Incentivized Jennifer Bland Full Stack Developer Read full review
Likelihood to Renew	Atlassian No answers on this topic	Atlassian This is because Jira Software generates a huge profit for an affordable price. Having a tool that makes team management transparent and effective is very valuable. In addition, the renewal of Jira Software and all Atlassian tools is predictable and clear, as the prices are published on the Atlassian website and there is no pyramid of intermediaries. Incentivized Dustin Ghia Lead Consultant - Solutions Architect - Software Engineer Read full review
Usability	Atlassian I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me. MR Mhatet Ramos PRODUCT SUPPORT TECHNICIAN Read full review	Atlassian JIRA Software is a pretty complex tool. We have a project manager for JIRA who onboarded us, created our board, and taught us the basics. I think it would have been pretty overwhelming to learn without her. JIRA offers so much functionality that I'm not aware of -- I constantly need to Google or ask others about existing features. Also, although they are all under the Atlassian umbrella, I find it difficult to switch between JIRA Software and Confluence. Incentivized EB Elissa Bernstein Product Content Strategist Read full review
Support Rating	Atlassian I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need. Incentivized Verified User Anonymous Read full review	Atlassian Our JIRA support is handled internally by members of our Product Support team. It is not supported by a 3rd party. Our internal support will always sent out notifications for downtime which is usually done on the weekend unless it is required to fix a bug/issue that is affecting the entire company. Downtime is typically 3-4 hours and then once the maintenance is complete, another broadcast email is sent out informing the user community that the system is now available for use. Verified User Anonymous Read full review
Online Training	Atlassian No answers on this topic	Atlassian One of their strong points i stheir documentation. Almost all of the basic set up needed within JIRA is available online through atlassian and its easy to find and very precise. The more critical issues need to be addressed as well and hence the rating of 8 instead of a 9. Incentivized Verified User Anonymous Read full review
Implementation Rating	Atlassian No answers on this topic	Atlassian Take your time implementing Jira. Make sure you understand how you want to handle your projects and workflows. Investing more time in the implementation can pay off in a long run. It basically took us 5 days to define and implement correctly, but that meant smooth sailing later on. Incentivized Bo Acimovic Director E-Commerce Read full review
Alternatives Considered	Atlassian When I evaluated Spiceworks, it was not going to be replacing any ticketing systems. However, I did evaluate it and was not extremely impressed by the short demo I did. JIRA was selected because a branch of our company was already using it, so it made sense to consolidate into one service desk solution, and JIRA was the better option since it was less expensive and geared towards being a ticketing system. Incentivized Verified User Anonymous Read full review	Atlassian Jira Software has more integrations and has more features than many of its competitors. While some of its competitors do have better UI/UX than Jira Software, they have improved this greatly over time. Atlassian also acquired Trello years ago, so that adds better user interfaces to the system. They do also offer a pretty in-depth library of how to customize the platform that others don't. Incentivized Verified User Anonymous Read full review
Return on Investment	Atlassian JIRA has been incredibly useful. Our work is more organized and easier to view by the team members as well as upper-level people. Our work is correctly assigned and when there are issues, they can be immediately addressed within the tool. Users can attach screenshots or files of issues that help clarify the ticket. Developers can attach relevant data as well. Incentivized Verified User Anonymous Read full review	Atlassian Jira has positively made our company's daily activities much better organized With Jira we can track progress and follow up on tasks Jira has great reporting tools which aggregate various data and give us a good overview of our teams capacity Incentivized Alexander Delivlaev Quality Assurance with Test Automation Read full review
ScreenShots	Jira Service Management Screenshots