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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?
About the vendor
- Atlassian
- Located in San Francisco, US
- Founded in 2013
JIRA Service Management support
- Phone Support
- Chat
JIRA Service Management pricing
Starting Price:
- Yes, has free trial
- Yes, has free version
JIRA Service Management has a free version and offers a free trial. JIRA Service Management paid version starts at US$17.65/month.
Pricing plans get a free trialAbout the vendor
- Atlassian
- Located in San Francisco, US
- Founded in 2013
JIRA Service Management support
- Phone Support
- Chat
JIRA Service Management videos and images
Features of JIRA Service Management
Reviews of JIRA Service Management
Probably the top program for managing projects
Comments: Jira is a sophisticated and flexible project management solution with a wide range of applications. Jira's strengths lie in the depth of its task management features, the breadth of its integrations, and the depth of its reporting and analytics tools, all of which contribute to the program's capacity to help you better understand your projects and teams.
Pros:
To accommodate the fact that various people have different ways of doing things, this user interface may be easily altered to fit individual needs. Jira makes it simple and quick to design and implement unique workflows and rules. One way to break down large projects into manageable chunks is to keep everyone in the loop on how things are shaping up.
Cons:
Jira's flexibility allows for personalization, but more in-depth modifications may call for specialized skillsets.Performance difficulties: Some users may have performance issues, especially when working with larger projects or those that include complicated procedures.
Expert service management system
Comments: I mainly use it for task management on small projects, but I plan to gradually expand the scope of use as I get used to the operation and screen environment. Since it can be used in a wide range, it is recommended that I use it for task management and workflow for small-scale projects with a small number of people to get a feel for its operation. Sharing issues with project members in other companies or remote locations is possible. You can discuss and work on a common visualized platform, such as managing work progress and solving problems.
Pros:
It is a slightly different tool from the so-called general ITSM system (or service). Operation and maintenance (though not limited to) tend to be individualized. Still, JIRA caters to tasks and support on a "role" basis, so sharing knowledge using OJT is possible, depending on ingenuity.
Cons:
It may be a problem due to the multifunction, but I think the problem is that the screen is a bit hard to see. (The problem may be solved by changing the layout of frequently used functions, but I haven't used it much yet, so I think it will be a problem that will be solved as I use it).
Alternatives Considered: ManageEngine ServiceDesk Plus
Reasons for Choosing JIRA Service Management: Because we can search by tag, we can quickly find problems and solutions, success stories and reference examples. Since the SLA can be configured according to individual design, the achievement status can be confirmed in a report, and the current progress and what needs to be done can be shared immediately. Full-text search is possible with indexing, so this system has a sense of security, even if you think you missed it.
Switched From: ServiceNow
Reasons for Switching to JIRA Service Management: Functionality that manages queries centrally. Improved working conditions enhance visualization and efficiency. Queries, support and information distribution are centralized, so there is no waste in work, and it is simple and clear what to do next so that I can do my job.
Jira is a good tool but need to know the limitation
Comments: The ITSM offers a high-quality service and a competitive price compared to other tools. However, it requires a skilled implementation partner for a successful deployment. This tool also needs ongoing support and maintenance to ensure optimal performance. It is not advisable to rely on a short-term professional service during deployment without continuous support/improvement.
Pros:
Jira's ITSM module is user-friendly and intuitive. You don't need much training to master it. One of the features I appreciate most is the ability to mention other people with @ in the comment section and keep them updated on the ticket status.
Cons:
The IT asset management module is very complex and requires a lot of configuration to enable the basic features. The out of box feature in this module was not useful for my purposes. I had to set up the IT asset classes from the schema level, which was time-consuming and tedious.
Good but needs integrations to look better
Pros:
Managing projects in service management is easy & integrating various applications into it is seamless
Cons:
A bit confusing at first, roles seem jumbled at first glance & service management itself is a bit ugly when looking at it externally
Alternatives Considered: Zendesk Suite
Reasons for Switching to JIRA Service Management: JIRA was already integrated so it was the easier choice
Jira used by a system engineer
Comments: Overall, JIRA Service Management is powerful and customizable, but has a complex setup, steep learning curve, and can be costly.
Pros:
Seamless JIRA integration, customizable workflows, advanced automation, user-friendly interface, robust reporting, scalable, SLA management, and extensive third-party integrations.
Cons:
Complex setup, expensive for small teams, slower with large data, steep learning curve, and overwhelming customization for non-tech users.
Alternatives Considered: Zoho Projects, MeisterTask, Zoho Desk, monday.com and Wrike
Switched From: ActiveCollab
Reasons for Switching to JIRA Service Management: Easy to use, cost effective and they gave discount plus many many more benefits
Excellent service and project management tool
Comments: For the past five years, I've been using Jira, and during that time I've noticed a big improvement just about every time. It has been easy for us to keep track of the work that other teams have completed by logging it and adding service level agreements. You can use it to delegate tasks within your team, track progress on common goals, and share updates with your colleagues in real time or behind closed doors. Because of this, it is an incredible instrument.
Pros:
The default settings for Jira Service Management allow you to maximize its potential right away, with nothing in the way of setup. It is possible to personalize it with a wide variety of settings so that it functions just how one would like it to.
Cons:
Because our SSO implementation needs it, in order for a user to sign into the customer portal, they will first need to sign into the parent Jira site.
Jira Service Desk Management
Comments: Overall I have been using Jira Service Mangement for 6 years and I love finding about new features and integrations.
Pros:
I like the analytics and incident management part of the Jira service desk management and of course the ease of locating tickets and updating them.
Cons:
I feel like JQL is necessary for important searches which not everyone has experience with.
Top of the market
Comments: Overall, Jira has many integrations and way tu automate in-house processes. Second to none.
Pros:
Jira is standard of IT industry for managing effective development and connecting it to other teams in the company.
Cons:
Jira can be sometimes complicated which is expected considering the amount of feature it needs to handle complex business processes.
Alternatives Considered: monday.com and Asana
Reasons for Switching to JIRA Service Management: More features required for effective development.
Review from a user
Pros:
JIRA is the most useful tool for my remote team. I love that I get a bird's eye view of the items and statuses of what my team is working on. I am able to get a quick summary of the items that will make this month's sprint. It also makes collaboration easier as the system promotes ownership, accountability, and progress.
Cons:
I wish we can assign more than one user to a card or assign a whole team.
Nice Dashboard and sprints management
Pros:
The possibility to create a Dashboard to manage your task and perform the specific Sprints for each ativity
Cons:
The lack of possibility to integrate with sharepoint domain.
Efficient service desk for companies small, medium or large
Comments: Prior to using Jira Service Desk, were using a combination of Excel and SharePoint with workflows. We couldn't get great reports. It was hard to customize. Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow. We brought in Jira Service Desk as a test bed. Within 2 hours, we were testing and customers were putting in tickets. While we used most of the default settings, the value we were generating was way beyond we ever had. Then, we set up SLAs and watch reports for a few days. We were able to see everything we wanted - who reported the issue, when, what was the priority, how many comment exchanges happened, how much time did we spend, did we meet SLAs, what was the solution, etc. Fast forward 2 years. We are now able to create strategies to service internal and external customers better based on the data from Jira. It has helped us go from making gut-feel decisioning to data-centric decisioning. Good data wins debates. Jira helped us with good data. We are also utilizing Jira's excellent searching, dashboarding and API functionality to feed data to other systems and drive changes beyond just customers.
Pros:
Jira Service Desk was very easy to get started with. You could literally sign up for it and begin using it within an hour. Ticketing system is very customizable and powerful. Customers can be added in bulk and customers can sign up for entering issues. We were able to create different projects (or service queues) so that customers could send requests for IT help, or administrative help, or help with projects. Each such project/queue had different fields. Metrics are all built into the software, so we can know how often Service Level Agreements were breached, who breached them etc. The sheer amount of customizability is a joy. However, without discipline and thoughtfulness, it is very easy to customize it the wrong way.
Cons:
We feel that the price point could be lower and the speed could be a little faster. Atlassian has made improvements with speed. If a company had 5 people manning different queues and the issue volume is low, the cost would be ~1500/year for those 5 users. So, it would may not be cost effective for a small company that is watching their costs closely. We also felt that a Wiki is not built in. So, if a common solution needs to documented that spans multiple tickets, there's no way to do so. We could buy Confluence from Atlassian for an additional cost.
Alternatives Considered: Pivotal Tracker, Trello, Basecamp and Asana
Reasons for Choosing JIRA Service Management: Our previous solution was built on SharePoint. It was slow. Very slow. We had workflows that drove communication after an issue was entered. Workflows would break often with hard-to-understand errors and debugging them was difficult. We had to build all the reports surrounding data we collected from SharePoint. Most reporting surrounding SharePoint were manual. We spent more time debugging issues with SharePoint than the time we spent on the most demanding customer. Something had to change. We tested Jira Service Desk one day and within hours our customers were using it. There was a day and night difference between the two systems and customers were happy. Built in reports were excellent.
Switched From: Microsoft SharePoint
Reasons for Switching to JIRA Service Management: Asana has been working on improving the speed of their software. Their slowness has been well documented on various sites. Even their own team acknowledged and worked hard. We were not just read to jump into Asana due to the slowness. Trello was great - fast and easy to use. Reporting was missing. Pivotal Tracker felt like it was well suited for dev work and was comparable more to Jira Software. Basecamp felt like it was well suited for project work. Jira Service Desk fit the bill for IT help desk, admin help desk etc.
Life Savior tool for Agile Projects
Comments:
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
Pros:
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.
Cons:
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 value
Comments: Great experience overall and integrates well with the Atlassian stack.
Pros:
Jira Service Management is a great value for ITSM. It provides a portal for an unlimited customer base, and agent access based on Jira core. It's also very affordable compared to other similar products.
Cons:
The customer portal is great, but offers little out of box customization. To build an elaborate portal, you need to purchase some marketplace add-ons.
Alternatives Considered: ServiceNow
Reasons for Switching to JIRA Service Management: Much better affordability and user experience.
Jira Service Management Make Life Easy, But At A Cost
Comments: Jira has made everything easy and integrates with almost everything.
Pros:
JSM really doe make things very easy to do from ticket management to full blow products with customisable screens and input. It's worth the money but can get expensive when the whole company decides they want it.
Cons:
Really only the price is the con here, it's expensive but worth it. They offer fixed subscriptions which save money but cap users or pay as you go which costs more, but users can be added and removed ad-hoc.
JIRA Service Management is excellent Saas Platform for your ready to use need & with other flexibili
Comments: Overall good experience.
Pros:
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.
Cons:
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.
Jira Service Management: Optimice sus operaciones de servicio con la potente solución de Atlassian
Comments: Jira Service Management is a powerful and versatile tool developed by Atlassian, a leading software development company that specializes in creating products for collaboration, project management, and software development. Atlassian has a proven track record of producing high-quality and innovative software that is widely used by organizations of all sizes around the world.One of Atlassian's most popular products is Confluence, a content collaboration tool that is often used in conjunction with Jira Service Management. Confluence is designed to help teams collaborate and share information more efficiently by providing a central location for storing and sharing documents, meeting notes, and other important information. It integrates seamlessly with Jira Service Management, allowing users to easily access information from both platforms.Overall, Jira Service Management is an excellent service management tool with many powerful features and capabilities. While there may be a learning curve involved in getting started with it, most users find that the benefits of using the platform far outweigh any potential drawbacks. With its integration with Confluence and other Atlassian products, Jira Service Management is a great choice for organizations looking to streamline their service operations and improve collaboration and productivity.
Pros:
Jira Service Management itself, is a robust service management tool that offers a wide range of features and capabilities. Some of its key strengths include its flexibility and scalability, which make it an ideal choice for businesses of all sizes. It also offers powerful automation capabilities, allowing users to streamline their workflows and improve productivity. In addition, Jira Service Management provides detailed analytics and reporting tools, giving users valuable insights into their service operations.
Cons:
Of course, like any software tool, Jira Service Management has some potential downsides. For example, some users have reported that it can be difficult to set up and configure initially, especially for organizations with complex workflows or service structures. Additionally, some users have found the interface to be somewhat complex and overwhelming at first, although with time and experience, most users find it becomes more intuitive.
A Powerful Software for Efficient Software Development Management
Comments: JIRA is a highly powerful software that excels in managing software development projects. With its robust features and functionalities, it offers a comprehensive solution for teams to track and organize their work. However, it can be overwhelming for users due to the extensive customization options available, which may lead to a learning curve and occasional complexity
Pros:
- Powerful project tracking: it provides an extensive range of tools and features to effectively manage software development projects, including issue tracking, task assignment, and progress monitoring.- Customizability: The software allows for extensive customization, enabling teams to adapt it to their specific workflows and requirements.- Integration capabilities: it seamlessly integrates with various development tools and platforms, facilitating collaboration and enhancing productivity.- Reporting and analytics: it offers robust reporting and analytics features, providing valuable insights into team performance, project progress, and issue resolution.
Cons:
- Steep learning curve: Due to its vast customization options, JIRA can be initially overwhelming for new users, requiring time and effort to fully grasp its functionalities.- Complexity: The extensive features and configurations available in JIRA can sometimes make the software feel cumbersome, especially for smaller, less complex projects.
One of the best choices for a customer service desk
Pros:
Highly customisable service desk portal, from the fields to the UI. We can set up a new portal in minutes for every new project and easily tie the tickets to our internal Jira Software projects keeping internal and external discussions separate.
Cons:
SLA management should be made easier as well as the reporting options. Naturally the easy integration between the service desk and the software issue tracking system occurs if you are using Atlassian, good luck with other tools.
Alternatives Considered: Redmine and Azure DevOps Services
Switched From: Redmine and Azure DevOps Services
JIRA Service Management Review
Comments: My experience with JIRA Service Management was positive. The platform provided a comprehensive solution for managing and resolving customer requests and incidents. The ticketing system, along with its customizable workflows, allowed us to streamline our support processes and ensure timely resolution of issues. The integration with other Atlassian products, such as JIRA Software and Confluence, facilitated collaboration between different teams and improved overall productivity. The reporting and analytics capabilities helped us gain insights into our support team's performance and make data-driven decisions. Although there was a learning curve during the initial setup, the benefits of JIRA Service Management in terms of efficiency, collaboration, and customer satisfaction made it a valuable tool for our organization.
Pros:
One of the aspects I liked most about JIRA Service Management was its robust ticketing system and incident management capabilities. The platform provided a centralized place to track and manage customer requests, incidents, and support tickets. The customizable workflows and automation features allowed for efficient routing and prioritization of tickets, ensuring timely resolution. The integration with JIRA Software also enabled seamless collaboration between development and support teams. Additionally, the reporting and analytics features provided valuable insights into team performance and helped identify areas for improvement.
Cons:
One aspect I liked least was the initial setup and configuration process. As the platform offers extensive customization options, it required some time and expertise to properly set up and tailor it to our specific needs. The initial learning curve associated with understanding the platform's terminology and features could be a bit steep for new users. Additionally, the user interface, although functional, could benefit from some enhancements in terms of intuitiveness and user-friendliness.
Good for Product Companies not so good for Support
Comments: It is a Jack of all trades, Jira can thrive in the right hands if you have for example a few teams working in a Nexus Framework or even lower tier Scrum/Kanban/Scrumban this tool has it all , you can setup Kanban boards within minutes , access structure can also be tailored to fit a specific team need , whether it is to give full permissions to a developer or tech lead or just read access to a stakeholder.My experience with Jira is a positive one however I only give it 8/10 for price and for utilizing it in SD Environments.
Pros:
Jira is a good tool , we used it mostly for Product Management based work due to it's easy to share and easy to grant access features I find it ideal in a Product based environment and that is where it shines best . (decent pricing , good collaboration , good reporting )
Cons:
At this price point , you have a lot of variety and the market becomes very competitive , you can go other options if you have a Support department for example , if money is no option than this can also fit that role , however the additional features that Jira offers I feel might be lost on support.Summary : Great for Product , Medium for Support
Jira review
Comments: Tracking of defects and work done by the team has been tracked by me through JIRA and this has helped me to bring more visibility in the project as everyone knows what others are working on.
Pros:
Creating a board in Jira, maintaining a Backlog items list, Creation of sprints. maintenance of sprint, Maintenance of team members and tracking the work done by the team are the services i like in Jira.Also the burn up and burn down charts provided by Jira are xecellent
Cons:
The export to excel features can be improved in JIRA.
Alternatives Considered: Azure DevOps Services
Reasons for Switching to JIRA Service Management: Because of the ease of use .
JIRA Service Management
Comments: Overall, Jira Service Management offers several advantages for business and organizations, including IT service management, customization, collaboration, reporting analytics, customer support and agile project management.
Pros:
JIRA Service Management is fantastic tool as it provides IT service management capabilities, allows businesses to manage IT incidents, problems, and changes. It helps to improve the efficiency and effectiveness of IT operations, reducing downtime and improving service quality. It offers customer support features, to track and manage customer requests and issues which reduces the workload on customer support teams. The amazing feature is, it also includes Agile project management capabilities, which allows businesses to manage projects using agile methodologies, as it increases project visibility, collaboration, and delivery speed.
Cons:
Jira Service Management can be slow to load and can sometimes experience performance issues.
Best ticket system
Comments: The business problem Jira service desk solves is allowing anyone to put in a request from a service department from one portal & be able to access that portal anywhere in the world and not just on our internal network.
Pros:
Jira Service desk works great. We use it in a media company in all of the service departments to track requests from Media ingest, to graphic requests, to crew requests. Our producers can easily log in from anywhere and fill out customized forms for the type of service they are looking for. The department gets the request in seconds and can start fulfilling it right away. In a fast pace news world, this allows us to get what is needed for broadcast air done fast while keeping track of all the work we have to do.
Cons:
There are some features that you would think would come right out of the box with jira service desk that doesn't. The only way to get them is to buy a plug-in from their market place. Some features that we would like to see is having the requester see who is assigned the order & allow them to request updates to their requests.
Dig Deep Before Buying
Comments: It has solved some of our immediate business needs out-of-the-box or with moderate configuration effort. But as a full solution it is missing a handful of simple, but crucial, features. It definitely "feels" like a second version. It needs a third.
Pros:
JSD is relatively intuitive and easy to learn without needing tons of documentation. Initial pricing is attractive. A decent plugin community fills some gaps, but be expected to pay on top of the initial JSD pricing.
Cons:
Many "obvious" features are either missing or do not work as expected. For example: in many cases, once an internal user is added to an issue, they no longer receive notification about internal comments. This is completely unintuitive, unexpected, and has caused many people frustration: https://jira.atlassian.com/browse/JSDSERVER-3410 Another example: Email traffic about an issue is *always* public. Do not allow your staff to reply to JSD's emails as customers will also get emailed a copy! https://jira.atlassian.com/browse/JSDCLOUD-3499 The worst part is, despite there being a few years' of discussion, and new comments added monthly by newly-affected JSD customers, Atlassian has no comments on the issues. In some cases a plugin (more $) can help, but in some cases even the plugin manufacturers can't help as JSD doesn't expose enough info in their plugin API.
Ticket Management now became easier!
Pros:
Ticket management has been a breeze for our teams as we were lacking one stop solution for all out team other than dev teams, every colleague in out company can now get their issues resolved as per there query and doesn't require any manual intervention.Its easily integrable with. JIRA so are teams can link tickets in case of any enhancement. The UI is quite simple and easy to use.
Cons:
The initial setup was a little cumbersome due to multiple rules which we needed for our business, other than then there are no issues!
Alternatives Considered: Zoho Desk