JIRA Service Management

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.

JIRA Service Management Details

Atlassian

Founded in 2013

JIRA Service Management videos and images

JIRA Service Management video
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JIRA Service Management Software - Self-service portal - thumbnail
JIRA Service Management Software - Request management - thumbnail
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JIRA Service Management Software - Incident management - thumbnail
JIRA Service Management Software - ITSM on the go - thumbnail

JIRA Service Management Details

Atlassian

Founded in 2013

Compare JIRA Service Management with similar products

Starting price

US$20.00/month
US$5,500.00/one-time
US$42.00/year
US$19.00/month

Free Version

Free Version Yes
Free Version No
Free Version No
Free Version Yes

Free Trial

Free Trial Yes
Free Trial No
Free Trial Yes
Free Trial Yes

JIRA Service Management deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base Software
  • Phone Support
  • Chat

Deployment

  • Cloud, SaaS, Web-based
  • Mac (Desktop)
  • Windows (Desktop)
  • Windows (On-Premise)
  • Linux (On-Premise)
  • Android (Mobile)
  • iPhone (Mobile)
  • iPad (Mobile)

Training Software

  • Live Online
  • Webinars
  • Documentation
  • Videos

JIRA Service Management Features

  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Asset Lifecycle Management
  • Asset Tracking Software
  • Audit Management
  • Audit Trail
  • Barcode / Ticket Scanning
  • Barcode Recognition
  • Barcoding/RFID
  • Calendar Management
  • Check-in/Check-out
  • Compliance Management
  • Contract/License Management
  • Cost Tracking
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Data Import/Export
  • Depreciation Management
  • Dispatch Management
  • Disposal Management
  • Document Management Software
  • Equipment Maintenance Software
  • Equipment Tracking
  • Fixed Asset Management Software
  • Historical Reporting
  • IT Asset Tracking
  • Inventory Management Software
  • Inventory Tracking
  • Location Tracking
  • Maintenance Management Software
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Location
  • Purchase Order Management
  • RFID Scanning
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Reservations Management
  • Search/Filter
  • Status Tracking
  • Tagging
  • Third Party Integrations
  • User Management
  • Work Order Management
  • Workflow Management Software

View full list of Asset Tracking

  • @mentions
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Agile Methodologies
  • Alerts/Notifications
  • Assignment Management
  • Audit Trail
  • Backlog Management
  • Bug Tracking Software
  • Bug/Issue Capture
  • Charting
  • Code Repository Integration
  • Collaboration Tools
  • Commenting/Notes
  • Configurable Workflow
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Data Visualization Software
  • Drag & Drop
  • Email Management Software
  • Feedback Management
  • File Management
  • Issue Management
  • Issue Tracking Software
  • Knowledge Base Management
  • Monitoring
  • Multiple Projects
  • Prioritization
  • Progress Tracking
  • Project Management Software
  • Project Planning Software
  • Project Time Tracking
  • Projections
  • Real Time Notifications
  • Real-time Updates
  • Reporting & Statistics
  • Reporting/Analytics
  • Single Sign On Software
  • Status Tracking
  • Tagging
  • Task Management Software
  • Task Planning
  • Task Progress Tracking
  • Task Scheduling
  • Third Party Integrations
  • Ticket Management
  • Workflow Management Software

View full list of Bug Tracking

  • API
  • Activity Dashboard
  • Alerts/Notifications
  • Audit Management
  • Automatic Backup
  • Backup Log
  • Backup Scheduling
  • Backup and Recovery
  • Compliance Management
  • Compression
  • Continuous Backup
  • Customizable Reports
  • Data Import/Export
  • Data Recovery
  • Data Replication
  • Data Storage Management
  • Data Synchronization
  • Disaster Recovery
  • Document Storage
  • Email Alerts
  • Encryption Software
  • File Transfer
  • Incident Management Software
  • Incremental Backup
  • Local Server Options
  • Mobile Alerts
  • Monitoring
  • Multiple Format Support
  • Multiple System Support
  • Optical Character Recognition
  • Performance Metrics
  • Policy Management Software
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Remote Server Options
  • Reporting & Statistics
  • Retention Policy
  • Risk Alerts
  • Risk Assessment
  • SSL Security
  • Search/Filter
  • Secure Data Storage
  • Status Tracking
  • Storage Quantity Control
  • Task Management Software
  • Third Party Integrations
  • Version Control
  • Web Access / Restoration
  • Workflow Management Software

View full list of Business Continuity

  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Lifecycle Management
  • Change Management Software
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Data Import/Export
  • Data Mapping
  • Data Visualization Software
  • Device Auto Discovery
  • Drag & Drop
  • Email Management Software
  • Help Desk Management
  • IT Asset Management Software
  • IT Asset Tracking
  • Impact Management
  • Incident Management Software
  • Inventory Management Software
  • Knowledge Base Management
  • License Management Software
  • Performance Monitoring
  • Prioritization
  • Problem Management
  • Relationship Mapping
  • Reporting & Statistics
  • Request Assignment
  • SSL Security
  • Scheduled / Automated Reports
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Single Sign On Software
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management Software
  • Third Party Integrations
  • Widgets
  • Workflow Management Software

View full list of CMDB

  • API
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Approval Process Control
  • Approval Workflow
  • Audit Management
  • Audit Trail
  • Calendar Management
  • Change Management Software
  • Change Planning
  • Change Tracking
  • Collaboration Tools
  • Commenting/Notes
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Dashboard Creation
  • Document Management Software
  • Forms Management
  • Incident Management Software
  • Knowledge Base Management
  • Learning Management
  • Multi-Language
  • Prioritization
  • Problem Management
  • Projections
  • Real Time Analytics
  • Real Time Notifications
  • Real Time Reporting
  • Release Management
  • Reporting & Statistics
  • Rules-Based Workflow
  • SSL Security
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Single Sign On Software
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management Software
  • Task Progress Tracking
  • Third Party Integrations
  • Training Management
  • Workflow Management Software

View full list of Change Management

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Assignment Management
  • Audit Trail
  • Canned Responses
  • Case Management Software
  • Chat/Messaging
  • Collaboration Tools
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Email Management Software
  • Email Templates
  • Feedback Management
  • Forms Management
  • Interaction Tracking
  • Issue Management
  • Issue Tracking Software
  • Knowledge Base Management
  • Live Chat Software
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Prioritization
  • Quality Assurance
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Reporting/Analytics
  • Routing
  • SSL Security
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring Software
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Third Party Integrations
  • Widgets
  • Workflow Management Software

View full list of Complaint Management

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Approval Process Control
  • Audit Management
  • Audit Trail
  • Buy Side (Suppliers)
  • CRM Software
  • Completion Tracking
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Contact Management Software
  • Contract Drafting
  • Contract Lifecycle Management Software
  • Contract/License Management
  • Customizable Branding
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Data Extraction Software
  • Data Import/Export
  • Digital Signature Software
  • Document Management Software
  • Document Storage
  • Document Templates
  • Drag & Drop
  • Electronic Signature
  • Full Text Search
  • Government Contracts
  • Lifecycle Management
  • Monitoring
  • Pre-built Templates
  • Real Time Data
  • Real Time Notifications
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Search/Filter
  • Sell Side (Customers)
  • Specialty Contracts
  • Status Tracking
  • Task Management Software
  • Team Collaboration
  • Template Management
  • Third Party Integrations
  • Version Control
  • Workflow Management Software

View full list of Contract Management

  • API
  • Activity Tracking
  • Alerts / Escalation
  • Appointment Management
  • Auto-Responders
  • Calendar Management
  • Call Center Management
  • Call Routing
  • Communication Management
  • Contact Database
  • Contact Management Software
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Forms
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop
  • Email Management Software
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Inbox Management
  • Knowledge Base Management
  • Live Chat Software
  • Multi-Channel Communication
  • Multiple User Accounts
  • Performance Management
  • Performance Metrics
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Rules-Based Workflow
  • SMS Messaging
  • Self Service Portal
  • Single Sign On Software
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Template Management
  • Third Party Integrations
  • Virtual Assistant
  • Voice Mail
  • Workflow Management Software

View full list of Customer Service

  • API
  • Activity Dashboard
  • Activity Tracking
  • Application Management
  • Approval Workflow
  • Audit Management
  • Authentication Software
  • Change Management Software
  • Commenting/Notes
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Dashboard Software
  • Data Extraction Software
  • Data Import/Export
  • Event Logs
  • IT, Server & Network Monitoring Software
  • Incident Management Software
  • Issue Management
  • Issue Tracking Software
  • KPI Monitoring
  • Monitoring
  • Performance Management
  • Performance Metrics
  • Policy Management Software
  • Portfolio Management
  • Prioritization
  • Project Management Software
  • Projections
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Rules-Based Workflow
  • SSL Security
  • Search/Filter
  • Single Sign On Software
  • Status Tracking
  • Task Management Software
  • Third Party Integrations
  • Timeline Management
  • Troubleshooting Reports
  • User Management
  • Version Control
  • Workflow Management Software

View full list of DevOps

  • AB Testing
  • API
  • Activity Dashboard
  • Activity Tracking
  • Auto-Responders
  • CAN SPAM Compliance
  • CRM Software
  • Campaign Analytics
  • Campaign Management Software
  • Campaign Scheduling
  • Campaign Segmentation
  • Click Tracking
  • Contact Database
  • Contact Management Software
  • Customer Segmentation
  • Customer Surveys
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Templates
  • Drag & Drop
  • Drip Campaigns
  • Dynamic Content
  • Email Campaign Management
  • Email Distribution
  • Email Management Software
  • Email Marketing Software
  • Email Templates
  • Email Tracking Software
  • Engagement Tracking
  • Event Triggered Actions
  • Image Library
  • Landing Pages/Web Forms
  • Lead Capture Software
  • List Management
  • Mailing List Management
  • Mobile Optimized Emails
  • Multi-Campaign
  • Multi-Channel Marketing
  • Real Time Analytics
  • Reporting & Statistics
  • Reporting/Analytics
  • Social Media Integration
  • Spam Blocker
  • Subscriber Management
  • Subscription Management Software
  • Template Management
  • Third Party Integrations
  • WYSIWYG Editor
  • Web Forms

View full list of Email Marketing

  • AB Testing
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Ad hoc Reporting
  • Alerts / Escalation
  • Behavior Tracking
  • Behavioral Analytics
  • Conversion Rate Optimization
  • Conversion Tracking
  • Customer Activity Tracking
  • Customer Experience Management
  • Customer Segmentation
  • Customizable Branding
  • Customizable Reports
  • Customizable Templates
  • Dashboard Creation
  • Dashboard Software
  • Data Visualization Software
  • Drag & Drop
  • Dynamic Content
  • Element Analytics
  • Email Management Software
  • Embeddable Maps
  • Engagement Tracking
  • Feedback Management
  • For Sales Teams/Organizations
  • For Science
  • Geographic Maps
  • Heatmaps
  • Mobile Access
  • Radial Mapping
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Reporting & Statistics
  • Role-Based Permissions
  • Sales Trend Analysis
  • Search/Filter
  • Single Sign On Software
  • Surveys & Feedback
  • Tagging
  • Templates
  • Territorial Mapping
  • Third Party Integrations
  • Visitor Tracking
  • Visual Analytics
  • Web Traffic Reporting
  • Website Analytics

View full list of Heatmap

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Automated Routing
  • CRM Software
  • Call Center Management
  • Chat/Messaging
  • Client Portal
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Document Storage
  • Email Management Software
  • Email Templates
  • Feedback Management
  • Help Desk Management
  • IT Asset Management Software
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat Software
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring Software
  • Performance Metrics
  • Prioritization
  • Real Time Notifications
  • Real-Time Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Third Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management Software

View full list of Help Desk

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Asset Lifecycle Management
  • Asset Tracking Software
  • Audit Management
  • Audit Trail
  • Barcode / Ticket Scanning
  • Change Management Software
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization Software
  • Email Management Software
  • IT Asset Tracking
  • Incident Management Software
  • Inventory Management Software
  • Inventory Tracking
  • Knowledge Base Management
  • Maintenance Management Software
  • Maintenance Scheduling
  • Monitoring
  • Prioritization
  • Problem Management
  • Procurement Management
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Task Management Software
  • Third Party Integrations
  • User Management
  • Workflow Management Software

View full list of IT Asset Management

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Audit Management
  • Audit Trail
  • Capacity Management
  • Change Management Software
  • Chat/Messaging
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Customizable Branding
  • Customizable Reports
  • Dashboard Software
  • Data Import/Export
  • Data Visualization Software
  • Event Logs
  • IT Asset Tracking
  • IT Reporting
  • IT, Server & Network Monitoring Software
  • Incident Management Software
  • Inventory Management Software
  • Issue Auditing
  • Knowledge Management Software
  • License Management Software
  • Maintenance Scheduling
  • Monitoring
  • Patch Management Software
  • Performance Metrics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • SSL Security
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Single Sign On Software
  • Task Management Software
  • Third Party Integrations
  • Ticket Management
  • Uptime Reporting
  • User Management
  • Workflow Management Software

View full list of IT Management

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Bug Tracking Software
  • Calendar Management
  • Charting
  • Collaboration Tools
  • Commenting/Notes
  • Customizable Fields
  • Customizable Reports
  • Deadline Management
  • Document Management Software
  • Drag & Drop
  • Email Management Software
  • For IT Project Management
  • Gantt/Timeline View
  • Issue Management
  • Milestone Tracking
  • Multiple Projects
  • Percent-Complete Tracking
  • Portfolio Management
  • Prioritization
  • Product Roadmapping
  • Progress Tracking
  • Project Management Software
  • Project Planning Software
  • Project Templates
  • Project Time Tracking
  • Project Tracking Software
  • Project Workflow
  • Projections
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Requirements Management Software
  • Resource Management Software
  • Search/Filter
  • Status Tracking
  • Supports Agile
  • Supports Scrum
  • Task Management Software
  • Task Planning
  • Task Progress Tracking
  • Task Scheduling
  • Testing/QA Management
  • Third Party Integrations
  • Time & Expense Tracking
  • Workflow Management Software

View full list of IT Project Management

  • API
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Lifecycle Management
  • Audit Management
  • CRM Software
  • Change Management Software
  • Client Portal
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard Creation
  • Drag & Drop
  • Email Management Software
  • IT Asset Management Software
  • IT Asset Tracking
  • Incident Management Software
  • Inventory Management Software
  • Knowledge Base Management
  • Knowledge Management Software
  • Monitoring
  • Prioritization
  • Problem Management
  • Project Management Software
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Release Management
  • Reporting & Statistics
  • SSL Security
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management Software
  • Third Party Integrations
  • Ticket Management
  • Workflow Management Software

View full list of IT Service

  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking Software
  • Audit Management
  • Availability Management
  • CRM Software
  • Capacity Management
  • Change Management Software
  • Chat/Messaging
  • Client Portal
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard Creation
  • Drag & Drop
  • Email Management Software
  • Help Desk Management
  • IT Asset Tracking
  • Incident Management Software
  • Inventory Management Software
  • Knowledge Base Management
  • Monitoring
  • Multi-Channel Communication
  • Prioritization
  • Problem Management
  • Project Management Software
  • Release Management
  • Reporting & Statistics
  • Role-Based Permissions
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management Software
  • Third Party Integrations
  • Workflow Management Software

View full list of ITSM

  • API
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Audit Management
  • Audit Trail
  • Communication Management
  • Communications Management
  • Compliance Management
  • Contact Management Software
  • Corrective and Preventive Actions (CAPA)
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Visualization Software
  • Disaster Recovery
  • Document Management Software
  • Email Alerts
  • Event Logs
  • Forms Management
  • IT Incident Management
  • Incident Management Software
  • Incident Reporting
  • Inspection Management
  • Investigation Management Software
  • Issue Management
  • Maintenance Scheduling
  • Mobile Alerts
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • OSHA Compliance
  • On Call Scheduling
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reminders
  • Reporting & Statistics
  • Risk Alerts
  • Risk Analytics
  • Risk Assessment
  • Safety Incident Management
  • Single Sign On Software
  • Status Tracking
  • Task Management Software
  • Third Party Integrations
  • Training Management
  • Workflow Management Software

View full list of Incident Management

  • API
  • Accounting Integration
  • Activity Dashboard
  • Alerts/Notifications
  • Barcode / Ticket Scanning
  • Barcode Recognition
  • Billing & Invoicing
  • Cost Tracking
  • Customer Database
  • Customizable Reports
  • Data Synchronization
  • Forecasting
  • Inventory Auditing
  • Inventory Control Software
  • Inventory Management Software
  • Inventory Optimization Software
  • Inventory Replenishment
  • Inventory Tracking
  • Invoice Management
  • Kitting
  • Manufacturing Inventory Management Software
  • Mobile Access
  • Multi-Channel Management
  • Multi-Currency
  • Multi-Location
  • Order Management Software
  • Order Tracking
  • Point of Sale (POS)
  • Product Identification
  • Purchase Order Management
  • Purchasing & Receiving
  • Real Time Data
  • Real Time Reporting
  • Real-time Updates
  • Reorder Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Retail Inventory Management Software
  • Returns Management
  • Sales Orders
  • Sales Reports
  • Search/Filter
  • Shipping Management
  • Status Tracking
  • Stock Management
  • Supplier Management
  • Third Party Integrations
  • Vendor Managed Inventory
  • Warehouse Management Software
  • eCommerce Management

View full list of Inventory Management

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Assignment Management
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Configurable Workflow
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard Software
  • Drag & Drop
  • Email Management Software
  • Help Desk Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking Software
  • Knowledge Base Management
  • Monitoring
  • Multi-Channel Communication
  • Prioritization
  • Project Management Software
  • Projections
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Recurring Issues
  • Reporting & Statistics
  • Role-Based Permissions
  • Rules-Based Workflow
  • SSL Security
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management Software
  • Task Progress Tracking
  • Third Party Integrations
  • Ticket Management
  • Widgets
  • Workflow Management Software

View full list of Issue Tracking

  • API
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  • Cataloging/Categorization
  • Chatbot Software
  • Collaboration Tools
  • Commenting/Notes
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JIRA Service Management Reviews

Read all 275 reviews

Average score

Overall
4.4
Ease of Use
4.2
Customer Service Software
4.3
Features
4.3
Value for Money
4.2

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Josemaria G.
Josemaria G.
Vice Director for External Affairs
E-Learning, 51-200 Employees
Used the Software for: 1-5 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support Software
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 08/04/2019

"From the Trusted Atlassian"

Comments: In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs it up, its family of related apps and, the current integrations with existing third-party apps out there. Jira SD is well worth trying out.

Pros: From the same company of my favorite and trusted apps like Trello and Jira... We then gave Jira Service Desk a try. The user interface has a modern look and feel and is intuitive enough even for a novice user or admin. It has a pretty standard set of tools to run your usual IT Helpdesk and Support roles straight out of the box (Incident management, Problem, Change, SLA management, etc.). In fact, you can set up your helpdesk well within an hour (of course not counting the per company nitty-gritty). Default setup works, but it's also super customizable based on your company needs. The Dashboard has all the at-a-glance metrics, statistics and graphs to keep you up to speed with the overall status. Again, coming from Atlassian, it has a ton of possibilities in terms of integration with other apps. I feel the constant stream of dev improvements and updates.

Cons: Even though I mentioned that the third party apps can be easily integrable, we find the documentation for creating one's own integration apps a bit lacking. Also, the creation of tickets can be more streamlined or simplified (perhaps with the minimum number of fields and button clicks) to make it easier or faster to create and then further details can follow.

  • Reviewer Source 
  • Reviewed on 08/04/2019
Verified Reviewer
ICT Systems Coordinator
Music, 501-1,000 Employees
Used the Software for: 6-12 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support Software
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 23/07/2019

"A great option for on-site ICT service desk management"

Comments: Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us. The software is usable in its default setup but we have found that there is still plenty of customisation that can be done if needed to suit more complex requirements.

Pros: I find the UI of Jira Service Desk very clean and modern compared to other service desks software on the market. Included with the service desk is a customisable user-facing portal for users to raise tickets in, which proved very popular with staff when raising tickets alongside traditional email tickets. Due to the way Jira splits service desks into different projects, we were able to create service desks for other departments in the organisation which helped improve productivity and workflow. There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!). We found the default setup of Jira Service Desk fit our needs very well, but it is very easy to customise ticket workflows and other features to suit more complex needs.

Cons: For a service desk technician using Jira Service Desk the back-end UI for managing tickets can be a little overwhelming, however this can be fixed by editing the default workflows for tickets to hide not required information and details. The administration settings are somewhat unintuitively set out for system administrators, but once you get to grips with the layout it becomes easy enough to find what you need from the settings page. We found the instructions on the Atlassian website for setting up an external redirect with a custom URL in IIS a little sparse on detail, but a quick trip to the Atlassian forums cleared up any queries we had with the process.

  • Reviewer Source 
  • Reviewed on 23/07/2019
Jeremiah S.
Director of Technology
Information Technology & Services, 11-50 Employees
Used the Software for: 2+ years
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support Software
  • Value for Money
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 12/10/2021

"Full Help Desk management"

Comments: JIRA Service Management was a great solution to implement to replace an outdated custom written software package. It still allowed a lot of flexibility by configuration without having to resort to coding changes.

Pros: Jira Service Management is an excellent choice to implement a full-featured powerful and easy to use platform for directing all your help desk activities. With many options to implement for user control, notifications, alert management, tracking KPIs, and structuring tickets into categories it provides an IT response desk everything they need to succeed.

Cons: The more users you have that have to actively participate in the life cycle of tickets the more expensive it can get

  • Reviewer Source 
  • Reviewed on 12/10/2021
Verified Reviewer
It specialist
Information Technology & Services, 10,000+ Employees
Used the Software for: 6-12 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support Software
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 20/06/2021

"In absence of better software it might be..."

Comments: I’m working in scrum team. But I’m a part of big it organization. Jira helps us to reflect complexity of our organization and help to collaborate and to track work to be done and done already. It have many reporting options. But for me there is a little bit too much of options that I’m not using - features overkill which only contaminate usability. If you could decide how to clean a view it would be great. But as I said in title - although it’s not dream software in absence of better it serves well.

Pros: Most important functions, from perspective of scrum or devops team member, can be learn quickly and used easily. Also it gives a lot of option of organizing workflow between many agile teams. You can have different levels of tasks - and visualizations to them. I like that you can organize many boards and link everything. It takes of course a little bit of consistency in following the rules in order to not create a mess.

Cons: Well, it tends to have sudden downtime.. for no reason (well at least from my perspective) it’s not responding. Speed interface could be improved. Sometimes you have to wait a while after an action performed.

  • Reviewer Source 
  • Reviewed on 20/06/2021
Verified Reviewer
Assistant Manager - IT Network and Operations
Banking, 1,001-5,000 Employees
Used the Software for: 1+ year
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support Software
  • Value for Money
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 22/08/2021

"JIRA - A Must have ITSM"

Comments: Very useful, one-stop solution with related to ITSM, Ticketing and change management.

Pros: Highly customizable dashboard is a huge turn on. You can see almost everything that is going on may be whether it is a project or an issue

Cons: When an issue go unaddressed for a long period of time, I suggest that there should be any way to automatically escalate or generate a reminder.

  • Reviewer Source 
  • Reviewed on 22/08/2021