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Managed Service Providers (MSP) Software
JIRA Service Management reviews and summary
Jira Service Management is an IT service management (ITSM) solution built on Atlassian's collaborative platform. It is designed to enable high-velocity operations for IT, development, and business teams by streamlining incident, problem, and change management. The platform offers a self-service portal, automation rules, SLAs, and queues to facilitate exceptional service delivery at scale, breaking down silos between different functional groups. This solution is best for DevOps teams, IT operations, and business units in agile organizations that already use or are open to the Atlassian ecosystem. It is particularly effective for teams that value collaboration, transparency, and integrating service management with development workflows. This profile cu...
Best for
This solution is best for DevOps teams, IT operations, and business units in agile organizations that already use or are open to the Atlassian ecosystem. It is particularly effective for teams that value collaboration, transparency, and integrating service management with development workflows.
Starting price
$20.00 Per-Month
Vendor
Atlassian
Key takeaways
Our verdict
Jira Service Management is a top-tier, collaborative ITSM platform that excels in environments where development and operations converge. Its open platform and focus on team empowerment make it a standout choice for modern, agile enterprises.
Quick facts
JIRA Service Management at a glance
Overall rating
4.4/5
Reviews
281
Starting price
$20.00 Per-Month
Vendor
Atlassian
Founded
2013
Location
United States
Ratings
JIRA Service Management ratings
Ratings in this section summarize available rating data. Software reviews are shown separately when users submit reviews.
Decision notes
JIRA Service Management pros and cons
Potential strengths
- Covers core ITSM work such as service requests, incidents, problems, changes, queues, and SLAs.
- Uses Jira's collaborative platform, which can help IT and development teams work from a shared workflow.
- Includes a self-service portal and automation rules for teams trying to reduce manual service desk work.
- Lists cloud, desktop, on-premise Windows and Linux, and mobile access options.
Points to verify
- Confirm whether your service desk workflows map cleanly to JIRA Service Management queues, SLAs, and automation rules.
- Check how change, incident, and problem processes work with your existing Jira projects.
- Review setup effort if teams outside IT also need request portals or service workflows.
- Ask what training and admin ownership are needed to keep workflows from becoming too complex.
Buyer fit
Who uses JIRA Service Management?
This solution is best for DevOps teams, IT operations, and business units in agile organizations that already use or are open to the Atlassian ecosystem. It is particularly effective for teams that value collaboration, transparency, and integrating service management with development workflows.
Feature research
JIRA Service Management features
These are common features buyers compare in Managed Service Providers (MSP) Software. Product-specific availability should be confirmed with the vendor.
Data Backup & Restoration
Generate data backups and offer solutions for restoring lost or deleted information.
Billing & Invoicing Management
Generate and oversee financial documents, including billing statements and invoices.
CRM Integration
Sync with CRM systems to centralize customer data and streamline business relationships.
Data Dashboard
A centralized visual interface featuring charts and graphs to monitor key statistics and performance metrics.
IT Help Desk Management
Overseeing service requests, addressing incidents, managing system configurations or IT problems, and offering information and support through a ticketing system.
Problem Resolution Management
Detect and address unforeseen problems or failures, also known as 'negative events.'
Real-Time Web Chat
Provides a synchronous text-based communication channel for instant user interaction.
Software Patching
Remotely deploy software patches, security updates, and bug fixes.
Project Coordination
Organize timelines, budgets, and resources to ensure successful project delivery.
Remote Desktop Control
Securely connect to and control internal systems from any remote location or during travel.
Calendar & Resource Scheduling
Coordinate calendar availability and allocate time windows for specific personnel and equipment.
Pricing
JIRA Service Management pricing
Starting price
$20.00 Per-Month
Visit Website
Pricing model: Per User
Pricing can change. Confirm current plans and terms with the vendor.
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Software reviews
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FAQ
JIRA Service Management FAQs
JIRA Service Management is used for IT service management workflows such as requests, incidents, problems, changes, queues, SLAs, and self-service support.
It is suited to IT, operations, development, and business teams that want service management workflows on Jira's collaborative platform.
Yes. The product details list a self-service portal for service management work.
Yes. Automation rules are listed as part of the service management workflow.
The listed options include cloud and web access, Mac and Windows desktops, on-premise Windows and Linux, and mobile access on Android, iPhone, and iPad.
Buyers should check workflow setup effort, Jira project alignment, SLA rules, portal design, admin ownership, and training needs for both IT and non-IT teams.
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