Jira Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting 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
Pricing
Jira Service Management
Editions & Modules
Free
$0
per month
Standard
$20
per agent/per month
Premium
$40
per agent/per month
Enterprise
Contact sales team
Offerings
Pricing Offerings
Jira Service Management
Free Trial
Yes
Free/Freemium Version
No
Premium Consulting/Integration Services
Yes
Entry-level Setup FeeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Jira Service Management
Considered Both Products
Jira Service Management
Chose Jira Service Management
We decided on Jira Service desk because we were already using Jira and Confluence - we didn't want to buy a separate product when we were already using the suite. It was more of a business and financial decision than one based on capabilities. I would imagine that other …
Chose Jira Service Management
Jira is easier to use and holds service agents more accountable due to reporting and tracking tools that are available. It connects better with other products that other departments are using to track programming changes, etc., giving management a single pane of glass to see …
Chose Jira Service Management
We went with this solution mainly because it was already planned to use it with the developers.
Understanding the tool made us go forward with the solution as it provided everything we wanted in a project planner.
Chose Jira Service Management
Jira is the only ticketing system we have used at my company, and it is absolutely superb. What usually was a process in the past, with lots of time to spare in between, is now updated to modern-day and makes the entire experience fluid and efficient. I know our IT department …
Chose Jira Service Management
Jira has every necessary feature, including tracking tasks and helping teams to plan tasks. You can create user stories for tasks and also can create documentation for tasks. It can easily integrate with APIs and other service platforms. You can easily assign work to anyone who …
Chose Jira Service Management
I didn't use any other services before this. I love this product. By the way I am using Bitbucket, too, which is also awesome, easy to manage versions.
Chose Jira Service Management
In Jira, you can browse your own knowledge base. You can also create new widgets and filters the way you wanted it customized. I prefer JIRA over any other ticketing tool since JIRA is easy to navigate. You can create your own Dashboard. You easily can pull up the reports needed.
Chose Jira Service Management
I think that Jira provides a better product for the use case of our business model.
Chose Jira Service Management
Jira is easier to set up and gets going faster. It is easier to customize to fit your needs and the Dashboard feature and added widgets really help you get the views you want to see. Other products are harder to set up, don't get going as quickly, and lack the dashboard …
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.
Chose Jira Service Management
  • Various intranet custom made tools, usually focused on a specific area in telco, banking, utilities, production, etc. with excellent support for general tickets and with links to company core processes
  • Zendesk Support, Happyfox
Chose Jira Service Management
Being a past user of JIRA has helped a lot in making a decision. When I first used it, I could learn to navigate in a day's time. I knew my way through most of the functionalities. The dashboard creation was also a piece of cake. The CRM software that we used in the team was Sal…
Chose Jira Service Management
We use Trello along the Jira Service Desk. Jira Service Desk is universal and is better for IT and specific requests (bugs), while Trello is work better for the tasks dividing on the team level. Jira Service Desk is on a higher price range than other tools, but it worth it, …
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 …
Chose Jira Service Management
I think JIRA Service Desk is very similar to many products out there, but for users who currently use JIRA for their projects, it makes the transition much easier and users will be able to see the progress of their ticket throughout. The price is higher than many of the other …
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 …
Chose Jira Service Management
I’m not aware of a direct competitor to Jira other than Asana which is more of a project management tool. For medium size companies and larger I recommend Jira.
Chose Jira Service Management
Unlike the 2 other alternatives, Jira is more complete. It is a bit harder to use, but because it has more customized and better functionalities. While other software can be used for almost everything, Jira works best for tech companies that need to work on agile methodologies …
Chose Jira Service Management
I was not involved in product selection.
Chose Jira Service Management
Jira SD is between Tivoli and Service Now. In this particular case, we are using JIRA SD as the customer asked us to integrate some things with products he already had, such as Confluence, where he kept all the information we could use.
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, …
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 …
Chose Jira Service Management
Jira adds a lot more flexibility and customization than many of its closest competitors. Customization comes in the form of learning how to code in their tool, which can be challenging. However, that level of customization allows you to mold the tool to fit lots of different …
Chose Jira Service Management
I dont have experience using any other similar products
Top Pros
Top Cons
Features
Jira Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Jira Service Management
8.2
75 Ratings
1% above category average
Organize and prioritize service tickets8.374 Ratings
Expert directory9.02 Ratings
Service restoration9.52 Ratings
Self-service tools7.268 Ratings
Subscription-based notifications10.01 Ratings
ITSM collaboration and documentation7.761 Ratings
ITSM reports and dashboards5.862 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Jira Service Management
10.0
1 Ratings
20% above category average
Configuration mangement10.01 Ratings
Asset management dashboard10.01 Ratings
Policy and contract enforcement10.01 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
Change requests repository7.363 Ratings
Change calendar6.52 Ratings
Service-level management8.267 Ratings
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Jira Service Management
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User Ratings
Jira Service Management
Likelihood to Recommend
5.8
(76 ratings)
Likelihood to Renew
10.0
(1 ratings)
Usability
9.6
(2 ratings)
Support Rating
9.1
(25 ratings)
User Testimonials
Jira Service Management
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
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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.
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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.
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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.
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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.
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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.
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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.
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ScreenShots

Jira Service Management Screenshots

Screenshot of Drive IT best practices with ITIL-ready templates. Get everything your IT teams need out of the box for service request, incident, problem, and change management.Screenshot of Get an ITIL certified service desk. Everything your IT teams need out-of-the-box for service request, incident, problem, and change management. Jira Service Desk is PinkVERIFY™ certified.Screenshot of Deliver a better service experience. Customers or employees can submit requests with an easy-to-use help center and add Confluence to Jira Service Desk to get an integrated knowledge base. Machine learning intelligently recommends the right service and learns from every interaction, so answers are easy to find.Screenshot of Stay in the loop with developers. y linking Jira Service Desk with Jira Software, IT and developer teams can collaborate on one platform to fix incidents faster and push changes with confidence.Screenshot of Deliver on SLA's. Nail your Service Level Agreements, every time. Your agents get a simple queue so they get the important things done first. Configure and get going in minutes.Screenshot of Automate those repetitive tasks. Is your team stuck in gear with repetitive tasks or missing priority requests? Setup automations so your agents can focus on solving the important stuff and help lighten the workload.