Jira Service Management

Jira Service Management

671 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Jira Service Management	Score7.9 out of 10	N/A	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…	$0 per month

Pricing

Jira Service Management

Free: $0
per month
Standard: $20
per agent/per month
Premium: $40
per agent/per month
Enterprise: Contact sales team

Pricing Offerings
Jira Service Management
Free Trial
Yes
Free/Freemium Version
No
Premium Consulting/Integration Services
Yes

No setup fee

—

Community Pulse
Key User Insights
	Jira Service Management
Considered Both Products	Atlassian Verified User Chose Jira Service Management We chose Jira Service Management due to its easy integrations with the rest of the Atlassian tools, as we have also invested in those. For the price, the ability to add or remove agents, and the cost being reflected in that, it was an excellent medium for us. For the … Incentivized Helpful? Verified User Chose Jira Service Management 1- budget 2- easy to implement and maintain 3- system is stable Incentivized Helpful? Verified User Chose Jira Service Management It was the most complete package, requiring the lesser adjustments compared to the others, had the most options to tailor to our specific needs, and the price for the Cloud hosted version was fair. Incentivized Helpful? Verified User Chose Jira Service Management 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 … Incentivized Helpful? Michael Eberhard Network Systems Analyst in Information Technology at Ewing Irrigation (Wholesale, 1001-5000 employees) Chose Jira Service Management 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 … Incentivized Helpful? Verified User Chose Jira Service Management We went with this solution mainly because it was already planned to use it with the developers. Understanding the tool made us go forward with the solution as it provided everything we wanted in a project planner. Incentivized Helpful? Verified User Chose Jira Service Management 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 … Incentivized Helpful? Pardeep Singh Composition developer for CCM and CX in Customer Service at BelWo Inc (Information Technology & Services, 201-500 employees) Chose Jira Service Management 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 … Incentivized Helpful? ZEESHAN RANA Software Engineer in Product Management at Terminus Technologies Limited (Farming, 11-50 employees) Chose Jira Service Management I didn't use any other services before this. I love this product. By the way I am using Bitbucket, too, which is also awesome, easy to manage versions. Incentivized Helpful? Mhatet Ramos PRODUCT SUPPORT TECHNICIAN in Information Technology at FIS GLOBAL SOLUTIONS (Financial Services, 1001-5000 employees) Chose Jira Service Management 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. Incentivized Helpful? Verified User Chose Jira Service Management I think that Jira provides a better product for the use case of our business model. Incentivized Helpful? Verified User Chose Jira Service Management 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 … Incentivized Helpful? Glenn Burnside Executive Vice President of Operations & Strategy in Information Technology at Headspring (Computer Software, 51-200 employees) Chose Jira Service Management 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. Incentivized Helpful? Viktor Mulac Information Technology System Architect in Information Technology at A.T. Kearney (Management Consulting, 1001-5000 employees) Chose Jira Service Management 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 Incentivized Helpful? Meenakshi Kartheek Project Manager in Information Technology at Allegis Group (Information Technology and Services, 10,001+ employees) Chose Jira Service Management 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 Sal… Incentivized Helpful? Irina Danilova Marketing email coordinator in Information Technology at ScenicUSA (Leisure, Travel & Tourism, 51-200 employees) Chose Jira Service Management 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, … Incentivized Helpful? Rob Domenico Senior Systems Administrator in Information Technology at Bentek Inc. (Computer Software, 51-200 employees) Chose Jira Service Management 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 … Incentivized Helpful? Matthew Andrien Senior Consultant in Information Technology at Eigen X (Information Technology and Services, 51-200 employees) Chose Jira Service Management 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 … Incentivized Helpful? Verified User Chose Jira Service Management 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 … Incentivized Helpful? Verified User Chose Jira Service Management I’m not aware of a direct competitor to Jira other than Asana which is more of a project management tool. For medium size companies and larger I recommend Jira. Incentivized Helpful? Verified User Chose Jira Service Management 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 … Incentivized Helpful? Verified User Chose Jira Service Management I was not involved in product selection. Incentivized Helpful? Gabriel Krahn ECM Consultant in Information Technology at T-Systems (Computer Software, 10,001+ employees) Chose Jira Service Management 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. Incentivized Helpful? Verified User Chose Jira Service Management 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, … Incentivized Helpful?
	Would buy again
	No answers on this topic
	Delivers good value for the price
	No answers on this topic
	Happy with the feature set
	No answers on this topic
	Lived up to sales and marketing promises
	No answers on this topic
	Implementation went as expected
No answers on this topic

Features

Jira Service Management

Comparison of Incident and problem management features of Jira Service Management
Feature	Jira Service Management 8.2 77 Ratings
Organize and prioritize service tickets	7.576 Ratings
Expert directory	9.02 Ratings
Service restoration	9.52 Ratings
Self-service tools	7.070 Ratings
Subscription-based notifications	10.01 Ratings
ITSM collaboration and documentation	7.063 Ratings
ITSM reports and dashboards	7.564 Ratings

Comparison of ITSM asset management features of Jira Service Management
Feature	Jira Service Management 10.0 1 Ratings
Configuration mangement	10.01 Ratings
Asset management dashboard	10.01 Ratings
Policy and contract enforcement	10.01 Ratings

Comparison of Change management features of Jira Service Management
Feature	Jira Service Management 7.2 71 Ratings
Change requests repository	7.565 Ratings
Change calendar	6.52 Ratings
Service-level management	7.569 Ratings

User Ratings
	Jira Service Management
Likelihood to Recommend	7.3 (78 ratings)
Likelihood to Renew	10.0 (1 ratings)
Usability	8.0 (3 ratings)
Support Rating	9.1 (25 ratings)