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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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Recent Reviews

IT Issues Goodbye!

10 out of 10
July 16, 2021
Incentivized
Jira Service Desk is leveraged by my company for IT ticketing purposes. Jira Service Desk makes it very easy to submit a ticket to IT and …
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Jira

6 out of 10
March 16, 2020
We use Jira to track incidents and service desk tickets. We also use it for an inventory database.
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Read all reviews

Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features
  • Organize and prioritize service tickets (75)
    8.9
    89%
  • Service-level management (68)
    8.9
    89%
  • Change requests repository (64)
    8.4
    84%
  • Self-service tools (69)
    8.2
    82%
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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

8.8
Avg 8.1

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

7.9
Avg 8.4
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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 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, and Freshdesk are common alternatives for Jira Service Management.

Reviewers rate Organize and prioritize service tickets and Service-level management highest, with a score of 8.9.

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

(612)

Attribute Ratings

Reviews

(1-25 of 67)
Companies can't remove reviews or game the system. Here's why
Matthew Smith | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
July 16, 2021

IT Issues Goodbye!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
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 appreciates the statistics and reports generated to improve their response time.
Pardeep Singh | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Jira has every feature, which is more powerful than any other like tracking your task 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 of making your organization agile and centralizes your process and work.
Score 10 out of 10
Vetted Review
Verified User
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.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • BMC Helix ITSM (Remedy)
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 feature as a one-stop spot to view the infomation most important to you. Jira's dashboard is clean and easy to view. In terms of service requests, Jira has built-in templates to get service requests created fairly easily, and they can be modified with little effort.
Glenn Burnside | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Meenakshi Kartheek | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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 Salesforce, being the maintenance and enhancements team for it, there was a strong inclination to use Salesforce Essentials, but we figured out that JIRA would make things easy for business owners.
Irina Danilova | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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, and once you master it, you gain a good understanding of how similar software works.
December 17, 2019

Jira Service Desk Review

Rob Domenico | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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 calls and help-desk features at the same company portal location.
Matthew Andrien | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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 competitors.
Score 10 out of 10
Vetted Review
ResellerIncentivized
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 transparent IT management. In addition, Jira Service Desk integrates simply with other Atlassian and third-party products. The power of the Jira API, which allows complex automations, is remarkable.
December 12, 2019

PM like a boss

Score 7 out of 10
Vetted Review
Verified User
Incentivized
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 and need a robust system that is flexible yet complete.
Gabriel Krahn | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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, we use it for firewall requests, change management approval, and automated tasks for employee management. While many can do a few things well, we have found JIRA to do many more things well and at the end of the day.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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 about ServiceNow. I believe that with most ticketing systems, the way the administrator sets up the processes is the biggest factor in being successful in using the product.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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 needs. It also offers a number of integrations with supporting tools allowing for a more comprehensive and integrated work space.
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