Jira Service Management

Jira Service Management

Jira Service Management

702 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Jira Service Management	Score 8.0 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 Fee

No setup fee

Additional Details

—

More Pricing Information

Community Pulse
	Jira Service Management
Considered Both Products	Jira Service Management Verified User C-Level Executive Chose Jira Service Management JSM is more purpose-built for internal support tickets and processes. It also provides a structure to support users, unlike generalist tools like Notion. We found that there isn't really an 'all-in-one' tool that can correctly handle internal and external requests. This isn't … Incentivized Helpful? Verified User Administrator Chose Jira Service Management We chose Jira Service Management due to its easy integrations with the rest of the Atlassian tools, as we have also invested in those. For the price, the ability to add or remove agents, and the cost being reflected in that, it was an excellent medium for us. For the … Incentivized Helpful? Verified User Manager Chose Jira Service Management 1- budget 2- easy to implement and maintain 3- system is stable Incentivized Helpful? Verified User Manager Chose Jira Service Management It was the most complete package, requiring the lesser adjustments compared to the others, had the most options to tailor to our specific needs, and the price for the Cloud hosted version was fair. Incentivized Helpful? Verified User Analyst Chose Jira Service Management Jira Service Management is quick, intuitive, & easy to use. Its a little more basic than some other software but thats the benefit. Most of the info that is required from an IT support & change management requires basic information to be inputted. Jira Service Management allows … Incentivized Helpful? Matthew Smith System Administrator 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 … Incentivized Helpful? ME Michael Eberhard Network Systems Analyst 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 … Incentivized Helpful? Verified User Analyst 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. Incentivized Helpful? Verified User Employee 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 … Incentivized Helpful? Pardeep Singh Composition developer for CCM and CX 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 … Incentivized Helpful? ZEESHAN RANA Software Engineer 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. Helpful? MR Mhatet Ramos PRODUCT SUPPORT TECHNICIAN 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. Helpful? Verified User Engineer Chose Jira Service Management I think that Jira provides a better product for the use case of our business model. Helpful? Verified User Administrator 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 … 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? VM Viktor Mulac Information Technology System Architect 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 Incentivized Helpful? Meenakshi Kartheek Project Manager 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… Incentivized Helpful? Irina Danilova Marketing email coordinator 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, … 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? Matthew Andrien Senior Consultant 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 … 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? Verified User Executive 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. Incentivized Helpful? Verified User Manager 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 … Incentivized Helpful? Verified User Manager Chose Jira Service Management I was not involved in product selection. Incentivized Helpful?

Features

Jira Service Management

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	Jira Service Management 8.6 84 Ratings 5% above category average
Organize and prioritize service tickets	8.883 Ratings
Expert directory	9.02 Ratings
Service restoration	9.52 Ratings
Self-service tools	8.175 Ratings
Subscription-based notifications	10.01 Ratings
ITSM collaboration and documentation	7.770 Ratings
ITSM reports and dashboards	6.871 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
Configuration mangement	10.01 Ratings
Asset management dashboard	10.01 Ratings
Policy and contract enforcement	10.01 Ratings

Change management

Comparison of Change management features of Product A and Product B
	Jira Service Management 7.6 78 Ratings 11% below category average
Change requests repository	8.571 Ratings
Change calendar	6.52 Ratings
Service-level management	7.876 Ratings

Best Alternatives
	Jira Service Management
Small Businesses	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Medium-sized Companies	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Enterprises	ManageEngine ServiceDesk Plus Score 9.2 out of 10
All Alternatives	View all alternatives

User Ratings
	Jira Service Management
Likelihood to Recommend	7.9 (85 ratings)
Likelihood to Renew	10.0 (1 ratings)
Usability	8.3 (10 ratings)
Support Rating	9.1 (25 ratings)

User Testimonials
	Jira Service Management
Likelihood to Recommend	Atlassian I think using a ticketing system is very easy to use and allows multiple teams to create help desks in the same portal. In terms of internal usage, I think this is a great option. However, suppose you're trying to keep internal items and external helpdesks in the same instance. In that case, this is not ideal, as there is no effective way to separate the two instances to protect internal data better. Incentivized Verified User Anonymous Read full review
Pros	Atlassian Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc) Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow Allow multiple different entry points and work flows for as many different needs your teams / company have Verified User Anonymous Read full review
Cons	Atlassian Navigating through issues outside of a kan ban board can be confusing and task heavy. It's easy to clutter up the tool. It could use some easy clean up capabilities. User interface is decent, but could use work to make it more intuitive. Incentivized Verified User Anonymous Read full review
Usability	Atlassian If you're used to other tools in the Atlassian ecosystem, you'll feel right at home with JSM. It's also a platform that technical folk can easily pick up. However, I wouldn't recommend using JSM as a company's first jumping off point into Atlassian. There are a lot of other 'newer' tools that provide sleeker ITSM systems at a similar cost. Incentivized Verified User Anonymous Read full review
Support Rating	Atlassian I gave JIRA a 9 rating since for me JIRA works according to its purpose. Since there is a customer portal, our clients can leave a comment or communicate with us using the PR ticket that way it is easier for us to also request any additional information we need for our investigation. MR Mhatet Ramos PRODUCT SUPPORT TECHNICIAN Read full review
Alternatives Considered	Atlassian 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 drawback of this is the price is significantly more expensive rather than hosting it yourself. Zendesk does have some additional features such as commenting on multiple tickets at once that JSD does lack. However, switching to JSD was significantly more cost effective because we have the ability and the infrastructure to host our own ticketing system, something that Zendesk could not provide. Ultimatley switching to JSD saved us money and allows the ability for integration with all of the other Atlassian Suite products that we use on a day to day basis. Incentivized Gary Smolyak Development Operations Systems Administrator Read full review
Return on Investment	Atlassian It is definitely cheaper than Salesforce It allows the IT service desk to be more organized and respond more quickly to tickets, which can save time for both agent and requester. Some things are "not quite there" developmentally, so this means that internal IT will need to spend more time developing and testing the product. Incentivized Verified User Anonymous Read full review
ScreenShots	Jira Service Management Screenshots