JIRA Service Management Reviews

Name: JIRA Service Management
Brand: Atlassian
Rating: 4 (44 reviews)

Vendor: Atlassian

4.1 out of 5

44 reviews

3,165 followers

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JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:

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JIRA Service Management

September 2023

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Featured reviews

AbhishekSingh10

Program Lead at PureSoftware Ltd

Sep 16, 2022

I cannot say it's too easy to set up. It is moderate for a technical user, and for a non-technical user, it will be a bit difficult. There are many things you have to configure. You have to configure the permissions and notifications for customers and agents differently. You have to set up the portal and many more things. The deployment will not take too long if it's on the cloud. The infrastructure is already ready for you. Since the server is closed, you only have the option of the data center if it's a data center. However, if you are going to deploy it in a data center, then obviously, it'll take more time. You only need one person if you are deploying on a cloud and two or three people if you are deploying on a data center. If you are deploying on Linux, you may need someone well-versed in Linux. The cloud is an easy, fast deployment as you can do it in a few clicks. The data center takes more people and time.

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Andrew Burt

Technical engineer at a consultancy with 201-500 employees

Sep 28, 2022

Because it's a cloud platform, and because it's based on people subscribing to a platform, you end up with iterative improvements. I know a lot of users have said that they want a feature, for example, that was on the on-prem version of Jira or that the cloud version is missing, and the biggest issue, and this applies to a lot of cloud or SaaS platforms, is that the vendor can't deliver or do that. They're either unwilling or unable to give feature parity. The nature of a lot of SaaS solutions is that you can't always get the same thing. The other thing is that you may have a time lag where, suddenly, you don't have a feature anymore, and you have to log an improvement request and then wait for various other factors. Eventually, it might get progressed or it might get stopped. Probably the biggest downside is that you are locked into that model and you have to accept what you signed up for. You have some capacity to extend it with add-ins and things, but for the base feature set, you will always be at the mercy of the vendor. A lot of the integrations within the marketplace for Jira are all third parties, so a lot of the additional solutions that plug into other platforms are not written by Atlassian and that usually incurs an additional cost. It may not be the model they want and it would stifle competition and external people being able to contribute, but it would be good to see Atlassian provide more native integrations out of the box. I'm not against paying for integration if it's going to provide benefits, but it would be nice if Atlassian themselves were able to provide some things, at least at a basic level. I know third-party vendors can commit resources and probably have far more capability to deliver something that is feature-rich, but if you just want basic integration it would be nice to have it, rather than having to buy something when you may not need all of its functions.

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Sai Durga

Sr.Software Engineer at Xoriant

Aug 1, 2022

While I really like Scriptrunner, there are behaviors we don't have in the cloud. In the cloud version, we need to do scripts and evaluators only. We don't have behaviors in the cloud. They need to do some updates in the cloud in future releases. For example, we have ten custom fields in the data center create screen. If you select the first custom field, it will drop-down automatically the following nine custom fields that need to be changed. Any unwanted fields need to be hidden automatically. When we use the behavior, it is in the data center server version. However, working on the cloud version, we don't have that behavior feature in Scriptrunner. We must go with the validators if we need to write any scripts in the cloud. Basically, the cloud and the server aren't identical. They work in slightly different ways and the new cloud isn't the same as the server. I'd like to update the dashboard so that more features are available.

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Pricing

"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."

Valuable Features

"Allows customized processes for our service contracts."
"Reporting and easy export to Excel spreadsheets."
"The automations will really help the company by delegating work the way your company operates."

Room For 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."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."

Pricing

"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."

Valuable Features

"Allows customized processes for our service contracts."
"Reporting and easy export to Excel spreadsheets."
"The automations will really help the company by delegating work the way your company operates."

Room For 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."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our JIRA Service Management Buyer's Guide for additional reliable information.

Learn more about JIRA Service Management

1. Accelerating the flow of work between IT teams, development teams, and business teams

2. Empowering teams to deliver their service more quickly

3. Bringing visibility to their work

Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.

JIRA Service Management Features

JIRA Service Management has many valuable key features. Some of the most useful ones include:

Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.

JIRA Service Management Benefits

There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:

The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.

Work is made visible through the open and collaborative JIRA platform.
Connect IT and development on a single platform to accelerate workflow.
Gain significant ROI with competitive pricing on useful features.
Benefit from faster time to value by implementing a full ITSM solution in just a few months.
Lower total cost of ownership without expensive ongoing maintenance and upgrades.
Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.

Reviews from Real Users

JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:

Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”

Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”

JIRA Service Management was previously known as JIRA Service Desk.

JIRA Service Management is the #2 ranked solution in top Help Desk Software and top IT Service Management (ITSM) tools. PeerSpot users give JIRA Service Management an average rating of 8.2 out of 10. JIRA Service Management is most commonly compared to ServiceNow: JIRA Service Management vs ServiceNow. JIRA Service Management is popular among the large enterprise segment, accounting for 60% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 16% of all views.