Jira Service Management

Jira Service Management

Jira Service Management

669 Reviews and Ratings

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

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 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? Gabriel Krahn ECM Consultant 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. 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 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? Nekeisha Beaton Helpdesk Technician III Chose Jira Service Management Jira is open source, so it is more versatile than ServiceNow. Jira allows you to create more dashboards, projects, and features than ServiceNow. Incentivized Helpful? Verified User Consultant 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 … Incentivized Helpful?
Top Pros	Pro Service desk Pro Easy to use Pro Set up
Top Cons	Minus User friendly Minus Learning curve Minus User interface

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 77 Ratings 1% above category average
Organize and prioritize service tickets	7.576 Ratings
Expert directory	9.02 Ratings
Service restoration	9.52 Ratings
Self-service tools	7.070 Ratings
Subscription-based notifications	10.01 Ratings
ITSM collaboration and documentation	7.063 Ratings
ITSM reports and dashboards	7.564 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 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 7.2 71 Ratings 15% below category average
Change requests repository	7.565 Ratings
Change calendar	6.52 Ratings
Service-level management	7.569 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 9.4 out of 10
All Alternatives	View all alternatives

User Ratings
	Jira Service Management
Likelihood to Recommend	6.6 (78 ratings)
Likelihood to Renew	10.0 (1 ratings)
Usability	8.0 (3 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 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
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
Usability	Atlassian Jira Service Management tool will serve it's purpose to do what it is meant to be. It has it's own limitataions on few features, however it's the industry standard ticketing tool. All covers all the processes that required to resolve the issues. It has various use cases in incident management, Request management etc. 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 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
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
ScreenShots	Jira Service Management Screenshots