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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

TrustRadius Insights

Jira Service Desk is a versatile ticketing system that has become the primary solution for managing requests and communication within our …
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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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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 (74)
    8.3
    83%
  • Service-level management (67)
    8.2
    82%
  • Change requests repository (63)
    7.3
    73%
  • Self-service tools (68)
    7.2
    72%

Reviewer Pros & Cons

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Pricing

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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 8.1

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

7.3
Avg 8.3
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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 highest, with a score of 8.3.

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

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Reviews and Ratings

(625)
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Attribute Ratings

Reviews

(1-25 of 63)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Aruba ClearPass, Slack, Zoom, Zabbix, Aruba Networks Wireless LAN (WLAN), Graylog, Splunk Enterprise, PRTG Network Monitor, Atlassian Confluence, Infoblox DDI, Zoom Video Webinar, Palo Alto Panorama, Palo Alto Networks Next-Generation Firewalls - PA Series, SolarWinds Remote Monitoring & Management
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