Jira Service Management vs. Jira Software

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Jira Service Management
Score 8.2 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 an application lifecycle management solution for software development teams. It allows users to create, prioritize and track the progress of tasks across multiple team members, and offers a wide range of integrations. It is offered via the cloud and local servers.
$10
per month
Pricing
Jira Service ManagementJira Software
Editions & Modules
Free
$0
per month
Standard
$20
per agent/per month
Premium
$40
per agent/per month
Enterprise
Contact sales team
Standard
$7
Per User Per Month
Premium
$14
Per User Per Month
Free
Free
Enterprise
Contact Sales
Offerings
Pricing Offerings
Jira Service ManagementJira Software
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Jira Service ManagementJira Software
Considered Both Products
Jira Service Management
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
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
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.
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.
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 …
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 …
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 …
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.
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
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
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
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
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
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.
Chose Jira Service Management
I do not have experience with similar products
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…
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 …
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 …
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 …
Chose Jira Service Management
JIRA is far more advanced than some of its competitors with its advanced agile functionality and customizable workflows.
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 …
Jira Software

No answer on this topic

Top Pros
Top Cons
Features
Jira Service ManagementJira Software
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Jira Service Management
8.8
76 Ratings
8% above category average
Jira Software
-
Ratings
Organize and prioritize service tickets9.075 Ratings00 Ratings
Expert directory9.02 Ratings00 Ratings
Service restoration9.52 Ratings00 Ratings
Self-service tools8.269 Ratings00 Ratings
Subscription-based notifications10.01 Ratings00 Ratings
ITSM collaboration and documentation8.762 Ratings00 Ratings
ITSM reports and dashboards7.563 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Jira Service Management
10.0
1 Ratings
21% above category average
Jira Software
-
Ratings
Configuration mangement10.01 Ratings00 Ratings
Asset management dashboard10.01 Ratings00 Ratings
Policy and contract enforcement10.01 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Jira Service Management
7.9
70 Ratings
6% below category average
Jira Software
-
Ratings
Change requests repository8.464 Ratings00 Ratings
Change calendar6.52 Ratings00 Ratings
Service-level management8.968 Ratings00 Ratings
Best Alternatives
Jira Service ManagementJira Software
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
GitLab
GitLab
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
GitLab
GitLab
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.0 out of 10
GitLab
GitLab
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Jira Service ManagementJira Software
Likelihood to Recommend
8.8
(76 ratings)
8.8
(182 ratings)
Likelihood to Renew
10.0
(1 ratings)
9.0
(35 ratings)
Usability
9.6
(2 ratings)
4.2
(27 ratings)
Availability
-
(0 ratings)
5.3
(6 ratings)
Performance
-
(0 ratings)
8.0
(2 ratings)
Support Rating
8.9
(48 ratings)
8.8
(41 ratings)
Online Training
-
(0 ratings)
8.0
(1 ratings)
Implementation Rating
-
(0 ratings)
9.0
(2 ratings)
Ease of integration
-
(0 ratings)
7.7
(8 ratings)
User Testimonials
Jira Service ManagementJira 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
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.
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.
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
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.
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.
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.
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.
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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.
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.
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.
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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.
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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.
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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.
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.
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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.
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
Read full review
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.