JIRA Service Management Overview

JIRA Service Management is the #2 ranked solution in our list of top Help Desk Software. It is most often compared to ServiceNow: JIRA Service Management vs ServiceNow

What is JIRA Service Management?

Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident, problem, change, and configuration management.

JIRA Service Management is also known as JIRA Service Desk.

JIRA Service Management Buyer's Guide

Download the JIRA Service Management Buyer's Guide including reviews and more. Updated: June 2021

JIRA Service Management Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

JIRA Service Management Video

Pricing Advice

What users are saying about JIRA Service Management pricing:
  • "Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."
  • "But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."
  • "Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
  • "We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."

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MA
Director of ERP Systems at Clesen Wholesale
Real User
Top 5
Customizable, stable, and integrates well

What is our primary use case?

We are using it for internal issues related to our ERP system. We are tracking these issues and, more importantly, linking them to development tasks. So, if we've written an extension and there is a bug, and somebody opens a help desk case with it, we can link it directly to a bug ticket in Jira. We then know when this bug is fixed. We are cloud-based, so we are always on the latest version.

Pros and Cons

  • "The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."
  • "The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."

What other advice do I have?

It is free to try, so make sure you try it. The single biggest thing to look at is the licensing cost, especially if you plan to use something like Confluence, which is something you would probably want to roll out throughout the company because it is just a Wiki. If I've got two software developers and I put an add-on, having to pay 100 licenses for that is just crazy. I would rate Jira Service Desk an eight out of ten.
Yaser_Kazerooni
Agile Couch at Fusoft
Real User
An excellent solution for tracking customer service issues and tracking technical support issues

What is our primary use case?

JIRA Service Desk is used as a support solution with the support team to manage support service delivery to customers. I coached a big banking company using JIRA Service Desk to record customer incidents that require support. With the product, we have two different layers of incident management. Level one is for the call center and level two is for the agents who repair or try to resolve the incident using a software team. If their team can't resolve the problem, we create particular bug issues in JIRA software, and the development team creates a plan to correct the issue and confirms the… more »

Pros and Cons

  • "This is the most complete and versatile enterprise task management product and issue tracker."
  • "Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."

What other advice do I have?

I think I had the opportunity to learn a few things by working with JIRA Service Desk. It has been a good solution and supports good practices, but it is not everything every company needs. I can't find a better single solution for a better approach to tracking and better customer satisfaction. I have a better picture of customer needs and gradation. I have more experience in JIRA software because I worked with it in many different companies now. Some years ago I was a Java Software developer and had a lot of experience with Scrum and agile development and we used JIRA software. I think I can…
Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: June 2021.
512,711 professionals have used our research since 2012.
Satyadeo Thakur
Lead Consultant at Enquero Inc
Consultant
Top 5
Easy to set up and fair pricing, but should provide packages solutions

What is our primary use case?

We're a service provider. We implement the solution for our clients. Typically clients use Jira more around incident reporting management and resolution of queries, or SLA management. Then, sometimes, they need a range of compliance SLS's such as knowledge management.

Pros and Cons

  • "It's easy to set up the solution."
  • "JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."

What other advice do I have?

While we largely deal with cloud deployments, we did recently have a client that requested an on-premises deployment. The types of clients we have are small or medium-sized enterprises typically. On a cost-basis, the product offering is very good. Jira is very customer-centric. They really try to help users make the most out of their solution as well as other products. The plugins are all designed to make Jira even easier to use, even more user friendly, and serve to bridge the gap of features Jira might lack. I'd rate the solution seven out of ten. We hear a lot of feedback from clients, and…
Stephen Kane
Technical Solutions Consultant at a tech services company with 51-200 employees
Consultant
Top 20
Helps shape our project management workflow but customization is difficult

What is our primary use case?

One of the primary things we use JIRA for is the Kanban Board feature. We use it for managing our projects and issues as well as accountabilities within the company. We have a homegrown — I suppose you could call it a Six Sigma type — approach. We identify the six main projects and the six areas where you can make the biggest difference within the company. Then we identify six projects that we're going to work on within those areas. We use the Kanban Board extensively. We use the Confluence facility on the backend. Really, we use Confluence and JIRA both together: Confluence for global… more »

Pros and Cons

  • "JIRA helps integrate Kanban Board features and for this reason what it does it does well."
  • "If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."

What other advice do I have?

When considering a solution it is best to stay as standard as possible when adopting it. The further you get off the standard path the more difficult it is to adopt or adapt to other solutions if that becomes necessary or desirable in the future. I can't actually give it a fair appreciation at this stage of the capabilities of JIRA as a stand-alone product because of the way we have implemented it in a cluster of other products. At this stage, I would give it a five out of ten. This is mostly because we rely on other products for certain services or features. If JIRA had more comprehensive…
Imed Inoubli
Information Technology Service Desk Manager at MAF Retail
Real User
Top 5
Has easy to understand workflows and good speed

Pros and Cons

  • "The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
  • "From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."

What other advice do I have?

I would rate Jira an eight out of ten. I would like for them to have automation to change the portal, it's still limited. It's not user-friendly compared with other vendors. I recommend would, of course, recommend Jira. It depends on the users. When we started, it was good for us but now that the company is growing and we have a lot of applications, a lot of servers, a lot of complexity, and a lot of links between application services, it's not perfect for us. Our infrastructure has also become huge. We have cloud, hybrid, and on-prem. Sometimes we face an issue, but we spend hours…
MohammadRanjbar
IT Manager at Razi Insurance
Real User
The simple user interface helps non-English speaking customers use the software and it is highly customizable

What is our primary use case?

One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers. It helps us shape it for our project management workflow. We are a software development team, a software company. Internally, we also use Microsoft Team Foundation, or TFS, for our development team, while we use JIRA Service Desk for our contact points. We use JIRA for the CRM and Microsoft Team Foundation for… more »

Pros and Cons

  • "One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
  • "An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."

What other advice do I have?

I would rate this as nine out of ten. If they add a dashboard for management customers, it would be a ten.
BasharatAhmed
Product Manager at Hashmove
Real User
Intuitive solution with fast, helpful technical support

What is our primary use case?

The primary use case of this solution is for storing project data on the cloud. The deployment model we are using is on the cloud.

Pros and Cons

  • "This solution has helped us a great deal in project management tracking and forecasting."
  • "JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."

What other advice do I have?

I started using JIRA in 2016 when I joined this company. It was a new software-house-startup company. They asked me if I would like to use JIRA or any other tool. I chose to learn JIRA and not do any R&D. I was very comfortable and the team will be comfortable. We are a hiring team, so we have the authority to impose on our people. I didn't install this solution, but I use it and I configured it. What I learned is that JIRA is all about the team. If you know the tool, but you don't communicate with your team then it will not be of any benefit. On the other hand, if you want to benefit from…
Ahmed  Abdelwahab
Corporate Performance Lead at a tech services company with 501-1,000 employees
Real User
Top 5Leaderboard
A scalable solution for workflow implementation and management

What is our primary use case?

We implemented workflows for incident management, interaction management, and problem management.

Pros and Cons

  • "The most valuable features are the management tools."
  • "If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."

What other advice do I have?

Anyone who is considering Jira Software, I would recommend they go with Jira Service Desk. I would rate Jira Service Desk an eight out of ten.
See 9 more JIRA Service Management Reviews