What Is JIRA Service Management?
Jira Service Management is an ITSM solution that unlocks high-velocity IT, dev, operations, and business teams. Empowered teams can deliver great service experiences, without the complexity of traditional ITSM, and coordinate efforts for even more impact through Jira’s open collaborative platform. Streamlined workflows, automation rules, queues, SLAs, and a self-service portal all empower IT, dev, operations, and business teams to deliver exceptional service management at scale with no silos.
Who Uses JIRA Service Management?
High-velocity teams looking to optimize their ITSM practices eliminate silos between IT, operations, development, and business teams, resolve requests and incidents fast, and push changes with ease.
Where can JIRA Service Management be deployed?
Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Windows (On-Premise), Linux (On-Premise), Android (Mobile), iPhone (Mobile), iPad (Mobile)
JIRA Service Management videos and images
Features of JIRA Service Management
- Access Controls/Permissions
- Activity Tracking
- Alerts / Escalation
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Routing
- Backlog Management
- Backup and Recovery
- Bug/Issue Capture
- Capacity Management
- Change Management
- Collaboration Tools
- Compliance Management
- Compliance Tracking
- Configuration Management
- Contract Drafting
- Contract/License Management
- Cost Tracking
- Customer Complaint Tracking
- Customer Support
- Customisable Branding
- Customisable Reports
- Customisable Templates
- Document Management
- Email Management
- Feedback Management
- For IT Project Management
- Full Text Search
- Help Desk Management
- IT Asset Management
- IT Reporting
- Incident Management
- Inventory Management
- Issue Auditing
- Issue Management
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- License Management
- Location Tracking
- Maintenance Management
- Maintenance Scheduling
- Mobile Access
- Multi-Channel Communication
- Network Monitoring
- Patch Management
- Performance Metrics
- Problem Management
- Project Tracking
- Queue Management
- Real Time Analytics
- Real Time Monitoring
- Real Time Reporting
- Release Management
- Remote Monitoring & Management
- Reporting & Statistics
- Self Service Portal
- Service Catalogue
- Service Level Agreement (SLA) Management
- Status Tracking
- Supplier Management
- Support Ticket Management
- Task Management
- Text Editing
- Third Party Integrations
- Ticket Management
- Time & Expense Tracking
- Workflow Configuration
- Workflow Management
JIRA Service Management Alternatives
Reviews of JIRA Service Management
No 1 ITSM tool
Comments: It has drastically reduced time of incident and fixing that issue in a streamlined way and faster. It also helped us to record all the activity during the fix thus helping us to fix the same issue in future more quickly,
I like the alerts and current status of the ticket. I really like the ticket management activity on cloud. Workflow is easy to learn and understand. It helped use to reach client expectation. Good categorisation of issues.
Customer support sometimes are taking longer time to respond to the issues.
Life Savior tool for Agile Projects
JIRA is becoming one shop all for all project management needs.
It also act as a tracking warehouse for all project management and IT management activities in current agile world.
Scrum meeting actions and stories are easy to browse compared to other existing tools on premise.
JIRA is also efficient to manage code control versioning easily by rapidly varying requirements.
It saves a huge cost for placeholder for our IT Asset management when migrated from traditional software
JIRA service management is very use friendly software in day to day project activities. JIRA has been excellent tracking tool for testing bugs, defects easily during entire project cycle. It is very effective place holder for IT asset management and project management phases. JIRA has capabilities to integrate with multiple ITSM management tools and reporting tools for effective reports and dashboarding.
New changes for html pages take little more time for loading when moved to production. Version controlling sometimes create hiccups during rollback period.
Alternatives Considered: Confluence
Reasons for Choosing JIRA Service Management: JIRA is more user friendly and easy to mange across enterprise compared to Excel. Macros behaviors were pain points during maintenance but JIRA resulted as cost effective tool for corporates model.
Switched From: Microsoft Excel
Reasons for Switching to JIRA Service Management: It is more cost effective and user friendly software compared to Confluence. It is easy to track for scrum stories and follow agile approach to avoid standard documentation hours
Great for Smaller Businesses, not for the Large Enterprise
Service Management is very easy to get going "out of the box" for small organizations. We stood this up apart from our enterprise's main service management tool because we had special needs for our intake forms and this allowed us to do the customization needed without going through rigorous development through the enterprise level tool.
Form design for your main portal can sometimes be wonky, as navigating through the options takes a bit of getting used to and aren't the most intuitive at first. Workflows are also very simple and complex decision-making based on external data is not readily available.
Alternatives Considered: ServiceNow
Reasons for Switching to JIRA Service Management: Service Management ultimately was chosen because it integrated perfectly with our Jira instance and allows for seamless story/epic creation from internal customer requests, porting the information over was made very easy by this fact and the workflows you can create between the two are very useful.
JIRA Service Management is excellent Saas Platform for your ready to use need & with other flexibili
Comments: Overall good experience.
JIRA Service Managment is have lots of customization capability & also ready made template is also good. Ready made report is good but for accurate details need more tuning to the reports or create own customize report.
When reporting things come in picture that require customization. Also standard ticket type is not good enought for day to day use. So to configure all these need require experience user or consultant to understand your need & configure it.
Ok start, missing some key features
Comments: We have a ticket workflow for IT, so things are being tracked now.
Integration with other Atlassian products. Allowed us to start tracking IT issues and requests without having to bring on yet another tool.
Would like to be able to more effectively roll out custom support portals for our users, but no native support for custom URLs makes this more difficult. It's too easy for customers to browse around and find portals for other customers.
Alternatives Considered: osTicket
Reasons for Switching to JIRA Service Management: Went with Jira Service Desk as we are already using Jira and Confluence. This let us avoid yet another tool as well as provide some integration potential (which we're not taking advantage of yet).