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

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MandlaMbonambi
Founder and The Craftmaster at a tech services company with 1-10 employees
Real User
A versatile help desk request tracker that lets you receive, track, manage and resolve customer requests

What is our primary use case?

We primarily use this product to log issues that require investigation or solutions.

Pros and Cons

  • "This is a flexible tool for logging and tracking issues efficiently."
  • "It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"

What other advice do I have?

On a scale of one to ten, I would rate this solution as an eight. It is a good solution and it helps to boost productivity.
EL
Senior Manager at a retailer with 5,001-10,000 employees
Real User
A user-friendly solution that you can access from anywhere but lacks support for project management

What is our primary use case?

We use this solution as a help desk. It's a place where the users upload tickets related to a new project, new ideas, new incidents, and things like that.

How has it helped my organization?

The solution has provided us with a tool for ticket management.

What is most valuable?

The most valuable feature of this solution is that it is user-friendly. It is web-based and can be accessed from everywhere.

What needs improvement?

This solution lacks features for project management. I would like to see more reports.

What do I think about the stability of the solution?

This is a stable and reliable solution.

How are customer service and technical support?

We have a contract with a local partner for technical support and they are fine.

How was the

Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: June 2021.
513,091 professionals have used our research since 2012.
ITCS user
Director at a tech services company with 1-10 employees
Real User
Transparency of the system helps both internal and external persons involved

What is our primary use case?

Optimizing the IT and support departments to handle tickets without "going under" in the amount of work that they are doing by organizing the most important and urgent things first.

Pros and Cons

  • "The automations will really help the company by delegating work the way your company operates."
  • "It makes the IT department more transparent and helps the employees."
  • "JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
  • "Transparency of the system helps both internal and external persons involved."
  • "In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."

What other advice do I have?

Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning. Repeat hiring of external consultancy every couple of years as knowledge fades out (people get different tasks to do). You should optimize your software infrastructure and re-evaluate it every three to four years to make optimal use of your infrastructure as the outside world changes very fast. Requirements also change.
ITCS user
Analysis Manager at a tech services company with 11-50 employees
Real User
​Allows customized processes for our service contracts

What is our primary use case?

Service Desk and implementing typical ITIL processes (change, incident, problem, support management, etc.).

How has it helped my organization?

Allowing customized processes for our service contracts. Reporting and easy export to Excel spreadsheets, or similar.

What is most valuable?

Code available Emails for groups Usability  Bang for the buck (in small and mid-size organizations)

What needs improvement?

SaaS version for large organizations (more than 2000 users) is not available. Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS.

For how long have I used the solution?

One to three years.
ITCS user
Business Analyst at Towers Watson
Real User
It's relatively straightforward to configure, but it does not integrate very well with our email system.