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Jira Service Management description
Jira Service Management, formerly Jira Service Desk, helps IT teams manage requests and incidents quickly. Built on the familiar Jira platform, it simplifies IT processes, enabling your teams to collaborate easily and deliver excellent customer and employee support.
Who is Jira Service Management best for
Jira Service Management is a robust IT service management solution built on the Jira platform. Users praise its seamless integration with other Jira products, customizable workflows, and powerful reporting. However, some find the pricing unclear and the learning curve steep. It's best for IT teams seeking a comprehensive solution but should be approached with caution by smaller teams due to its complexity.
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Best for small, medium, and large businesses.
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Ideal for IT, but suitable for various sectors like Manufacturing, Healthcare, and Finance.
Jira Service Management features
| Supported Jira Service Management offers a knowledge base via integration with Confluence. |
| Supported Jira Service Management supports IT asset management with real-time visibility through its Assets feature. |
| Supported Jira Service Management offers a self-service portal for simplified service administration and personalization. |
| Supported Jira Service Management offers automation via triggers, conditions, and actions. |
| Supported Jira Service Management supports reporting and analytics, especially for IT service management. |
| Supported Jira Service Management offers robust ticketing functionality for efficient management of customer issues and requests. |
We evaluate the sentiment that users express about non-functional aspects of the software
Value and Pricing Transparency
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
Scalability
Jira Service Management reviews
We've summarised 1388 Jira Service Management reviews (Jira Service Management GetApp reviews, Jira Service Management Software Advice reviews, Jira Service Management Capterra reviews and Jira Service Management G2 reviews) and summarised the main points below.
- Seamless integration with other Jira products
- Highly customizable workflows for internal teams
- Robust reporting features and analytics
- The workflow designer is praised for its flexibility
- False "free" claims: Many users feel the "free" service is a misleading bait-and-switch
- Steep learning curve and can be complex for new users
- Limited customization options for the customer portal
- Mobile app is underwhelming with limited functionality
Jira Service Management pricing
The commentary is based on 90 reviews from Jira Service Management Capterra reviews, Jira Service Management G2 reviews, Jira Service Management GetApp reviews and Jira Service Management Software Advice reviews.
Jira Service Management is praised for its robust features and integrations, but its cost is a recurring concern, especially for small teams and startups. While some find the pricing reasonable, others consider it expensive, particularly given the need for add-ons to unlock full functionality. Licensing models are sometimes perceived as complex and limit access.
Users sentiment
Jira Service Management alternatives
jira-service-management vs ClickUpBetter for broader team collaboration beyond IT. A Jira Service Management competitor and alternative, it offers a wider range of project management features and has more momentum. More adaptable to different workflows but can feel overwhelming for new users.Read more
SysAidBetter suited for mid-sized companies. More industry-specific applications in sectors like Healthcare, Finance, and Retail. Higher rated by users.Read more
jira-service-management vs Ivanti Neurons for ITSMBetter suited for organizations needing flexible deployment options (cloud, on-premise, and hybrid). Strong community support is a plus. However, dedicated administration may be required, and documentation is reportedly sparse. A Jira Service Management competitor focusing on efficient and effective IT service management.Read more
Sumo LogicBetter for cloud-focused companies needing scalable log analysis and security monitoring. More suitable for Software, IT & Telecommunications, but less applicable to Retail, Transportation & Logistics, Media & Entertainment, Legal, Energy & Utilities, and Automotive.Read more
DeskDirectorBetter for automating workflows across various departments, including HR and customer service, particularly suited for managed service providers. Has more momentum.Read more
FreshserviceBetter for mid-size to large businesses. A more user-friendly interface is mentioned in user reviews. Offers AI-powered self-service and asset management. Has more momentum currently.Read more
Jira Service Management FAQ
What is Jira Service Management and what does Jira Service Management do?
Jira Service Management is IT service management (ITSM) software built on the Jira platform. It streamlines IT support processes, enabling efficient request and incident management, automation, and self-service capabilities for improved customer and employee support. It integrates with other Jira products and offers robust reporting.
How does Jira Service Management integrate with other tools?
Jira Service Management integrates seamlessly with other Atlassian tools like Jira Software, Confluence, and Opsgenie. It also supports integrations with various third-party platforms through its API and marketplace apps, extending its functionality for IT service management.
What the main competitors of Jira Service Management?
Top alternatives to Jira Service Management include Freshservice, ServiceNow, Zendesk, and ManageEngine ServiceDesk Plus. These competitors offer similar IT service management functionalities, often with varying strengths in areas like ease of use, customization, and pricing.
Is Jira Service Management legit?
Yes, Jira Service Management is a legitimate product used by many organizations for IT service management. It's built on the Atlassian platform and offers features like a knowledge base, automation, and a self-service portal. However, some users find it complex and expensive.
How much does Jira Service Management cost?
Jira Service Management offers a free plan for up to 3 agents, a Standard plan at $20/agent/month, Premium at $45/agent/month, and an Enterprise plan with custom pricing. Contact Atlassian for Enterprise pricing details.
Is Jira Service Management customer service good?
Jira Service Management's customer service receives mixed reviews. While praised for helpful support and quick responses, some users find response times slow and the setup complex, leading to a less positive customer experience. Others mention inconsistent guidance and spotty features in the cloud version.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.