About JIRA Service Management

Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution that unlocks high-velocity teams. IT is in the midst of rapid transformation to build capabilities that enable quick delivery of great services while managing cost and risk. But old ways of working constrain progress. Rigid processes limit team agility. Disparate, disconnected tools interrupt the flow of information and hinder good decision-making. With Jira Service Management, teams can: - Manage work across teams on one platform - Enable employees and customers to quickly get the help they need with a self-service portal - Respond, resolve and continuously learn from incidents - Innovate faster with automated change risk assessments, advanced approval workflows - Gain visibility into infrastructure and understand service dependencies - Set up advanced SLA metrics and report on performance in real-time - Configure automated rules so users can streamline repetitive tasks and agents can get more done With over 1000+ integrations on Atlassian Marketplace, including CircleCI, Jenkins, AWS, and more, Jira Service Management can be easily customized to fit any team’s needs.
JIRA Service Management Software - Self-Service Portal
JIRA Service Management Software - Request Management
JIRA Service Management Software - Change Management
JIRA Service Management Software - Incident Management
JIRA Service Management Software - ITSM On the Go
JIRA Service Management video
JIRA Service Management Software - Self-Service Portal - thumbnail
JIRA Service Management Software - Request Management - thumbnail
JIRA Service Management Software - Change Management - thumbnail
JIRA Service Management Software - Incident Management - thumbnail
JIRA Service Management Software - ITSM On the Go - thumbnail

JIRA Service Management pricing

JIRA Service Management has a free version and offers a free trial. JIRA Service Management paid version starts at US$19.04/month.

Starting Price:
US$19.04/month See pricing details
Free Version:
Yes
Free trial:
Yes

Alternatives to JIRA Service Management

JIRA Service Management Reviews for UK Users

Feature rating

Value for Money
4.3
Functionality
4.5
Ease of Use
4.2
Customer Support
4.3
5 reviews of 708 View all reviews
Naveen
Naveen
  • Industry: Computer Software
  • Company size: 5,001–10,000 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
5
Customer Support
3

5
Reviewed on 29/12/2024

Best tool to manage requests and incidents

i am using Jira Service Management tool to manage requests and incidents. Jira Service Management tool automates manual tasks and streamlines workflows.

Pros

Jira Service Management tool really help IT teams, customer service teams to manage requests, incidents, problems, changes. It provides customer portal to submit requests and track status.

Cons

Pricing is a bit concern for businesses with limited budgets. Many of the advanced features (such as automation and asset management) require paid plans also limited support for mobile version.

Kayla
  • Industry: Information Technology & Services
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Functionality
4
Ease of Use
2
Customer Support
3

4
Reviewed on 09/01/2025

Efficient but Complex: A Robust Tool for Event Service Management

Overall, Jira Service Management is a powerful tool for organizing event service requests, offering strong customization and tracking, but it requires some learning to maximize its potential.

Pros

What I like most about Jira Service Management is its ability to streamline event service requests with customizable workflows, clear prioritization, and real-time status tracking.

Cons

What I liked least about Jira Service Management is its complexity for new users, which can make initial setup and navigation challenging without prior experience.

Alternatives Considered

monday.com

Reasons for Switching to JIRA Service Management

Jira works with more departments than Monday - especially the product team.
Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Functionality
2
Ease of Use
2
Customer Support
0

2
Reviewed on 19/01/2024

On Prem Jira

Gets the job done, but often frustrating

Pros

Tracking tickets is pretty good.
Email updates are reliable and configurable

Cons

Poor search functionality
Most pages will not update when someone else changes something

Aaron
  • Industry: Consumer Goods
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 22/10/2024

Jira can keep pace with any company!

JSM will take your company's organization in projects and IT requests to a new level! We used to miss deadlines and small details that came back to bite us all the time. Since switching to JSM, those are few and far between!

Pros

JSM allows customization of workflows to match the needs of your organization. This helps tailor incident, request, and problem management processes. JSM also provides built-in automation, allowing repetitive tasks to be automated, saving time and reducing human error. The platform can scale from small teams to large enterprises, making it suitable for organizations of various sizes.

Cons

Customizing workflows, automating tasks, and configuring the system can be complex for beginners or teams without experience in Jira. It might require dedicated resources for setup and management. JSM can generate excessive notifications, which can be overwhelming for end-users if not properly configured.

Julio
  • Industry: Automotive
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Functionality
3
Ease of Use
5
Customer Support
4

4
Reviewed on 22/01/2025

Automate business process across multiple departments

Reliable tool for handling IT service requests and incidents. Once you get past the initial setup, it’s very efficient and helps improve collaboration. Good to automate another business process from other departments like finance selling team or HR

Pros

It makes managing IT requests and incidents much more streamlined. The customizable workflows and automation features save a lot of time and help keep everything organized. We have digitalized many workflows across multiple departments not just IT

Cons

The learning curve can be a bit steep for new users, especially when setting up workflows. We went through too much trial and error to get some basic stuff done

Alternatives Considered

ManageEngine ServiceDesk Plus

Reasons for Choosing JIRA Service Management

Company limitations basically , probably budget or scalability

Switched From

Microsoft 365

Reasons for Switching to JIRA Service Management

Company or manager decision, again, probably budget or scalability

Related categories