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Jira Service Management

Jira Service Management
Formerly Jira Service Desk

Overview

What is Jira Service Management?

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…

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Learn from top reviewers

Jira Service Management - Great IT support tool

Rating: 7 out of 10
June 26, 2024
IncentivizedVetted ReviewVerified User
- Provide support to business partners within our company - Track & document issues thoroughly via text, video, images - Provides a document forum to communicate / clarify...
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Verified user
Analyst
Jira Service Management10 years of experience

Widely acxepted ticketing tool in the market

Rating: 8 out of 10
June 26, 2024
IncentivizedVetted ReviewVerified User
Jira Service Management is used for various purposes with in the organization. The major use cases are incident management, support requests, change requests, RFP requests etc...
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Verified user
Executive
Jira Service Management3 years of experience

Beware JIRA ITSM pricing increase.

Rating: 1 out of 10
December 13, 2023
Vetted ReviewVerified User
We were using for helpdesk and some other use cases. It is ok but not great. The pricing listed above is outdated - and we will exit JIRA entirely soon because the standard ve...
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Verified user
General Manager
Jira Service Management3 years of experience

A Few Tweaks, Or Ability To Tweak, Would Make This Product Great To Work With

Rating: 9 out of 10
January 13, 2022
IncentivizedVetted ReviewVerified User
We use Jira Service Desk as a corporate service desk. All issues within our company are submitted through the service desk portal and are then triaged to the specific groups t...
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Matthew Smith
Technician - Information Technology
System Administrator
Questar Assessment Inc.
Jira Service Management3 years of experience

Jira helps keep your team organized

Rating: 7 out of 10
October 13, 2021
IncentivizedVetted ReviewVerified User
We use Jira to set up service tickets in the IT department and track inbound calls and requests. Field personnel are also able to open Jira tickets directly in order to reques...
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Michael Eberhard
Technician - Information Technology
Network Systems Analyst
Ewing Irrigation
Jira Service Management1 year of experience
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Pricing

View all pricing

Free

$0

Cloud
per month

Standard

$20

Cloud
per agent/per month

Premium

$40

Cloud
per agent/per month

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.atlassian.com/software/jira…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.2
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

10
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

7.2
Avg 8.5
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Product Details

What is Jira Service Management?

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 can connect service desk tickets to Jira Software issues and get to the root cause of problems before they escalate.

Jira Service Management Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Self-service tools
  • Supported: ITSM collaboration and documentation
  • Supported: ITSM reports and dashboards

Change management Features

  • Supported: Change requests repository
  • Supported: Service-level management

Additional Features

  • Supported: Custom reporting
  • Supported: Self-service Help Center
  • Supported: Automation rules
  • Supported: ITIL-certified
  • Supported: Email support
  • Supported: Pre-built workflows
  • Supported: SLA's
  • Supported: CSAT reporting
  • Supported: Asset management integration

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.Screenshot of Gain complete control over your assets. Connect your favorite asset management tool to reference, track, and tie requests with assets directly from Jira Service Desk. Provide end-to-end service with just a few clicks.

Jira Service Management Competitors

Jira Service Management Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported LanguagesEnglish, French, Spanish, German, Portuguese (Brazil), Portuguese (Portugal), Russian, Korean, Japanese, Norwegian, Polish, Chinese, Czech, Danish, Dutch, Estonian, Finnish, Hungarian, Icelandic, Romanian, Slovak, Swedish, Vietnamese

Frequently Asked Questions

ServiceNow IT Service Management, Cherwell Service Management (discontinued), and Freshdesk are common alternatives for Jira Service Management.

Reviewers rate Organize and prioritize service tickets and ITSM reports and dashboards and Change requests repository highest, with a score of 7.5.

The most common users of Jira Service Management are from Mid-sized Companies (51-1,000 employees).
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Comparisons

View all alternatives
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Reviews and Ratings

(679)

Reviews

(1-5 of 67)

Jira Service Management - Great IT support tool

Rating: 7 out of 10
Incentivized
June 26, 2024
Verified User
Analyst in Information Technology
Insurance Company, 10,001+ employees
Vetted Review
Verified User
Jira Service Management
10 years of experience
Alternatives Considered
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 for easy input & monitoring from all stakeholders so that issues / requests can be completed in a timely manner

Jira helps keep your team organized

Rating: 7 out of 10
Incentivized
October 13, 2021
ME
Michael Eberhard
Network Systems Analyst
Ewing Irrigation (Wholesale, 1001-5000 employees)
Vetted Review
Verified User
Jira Service Management
1 year of experience
Alternatives Considered
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 how things are progressing.

A Few Tweaks, Or Ability To Tweak, Would Make This Product Great To Work With

Rating: 9 out of 10
Incentivized
January 13, 2022
MS
Matthew Smith
System Administrator
Questar Assessment Inc. (Education Management, 1001-5000 employees)
Vetted Review
Verified User
Jira Service Management
3 years of experience
View profile
Alternatives Considered
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 companies who specialize in service desk might be more "user-friendly" out of the box.

Perfect management and centralized system service

Rating: 10 out of 10
Incentivized
June 09, 2021
PS
Pardeep Singh
Composition developer for CCM and CX
BelWo Inc (Information Technology & Services, 201-500 employees)
Vetted Review
Verified User
Jira Service Management
2 years of experience
View profile
Alternatives Considered
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 is on your team. Basically, it is a full-service package for making your organization agile and also centralizes your process and work.

JIRA: The tool for immediate support

Rating: 10 out of 10
October 05, 2020
MR
Mhatet Ramos
PRODUCT SUPPORT TECHNICIAN
FIS GLOBAL SOLUTIONS (Financial Services, 1001-5000 employees)
Vetted Review
Verified User
Jira Service Management
2 years of experience
Alternatives Considered
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.
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