# Jira Service Management Review: Is It the Right Fit for Your IT Team? You're not alone if you’ve struggled with sluggish IT service requests, scattered communication, and a ticketing system that tests your patience. Managing IT service desks and operations is real-life whack-a-mole: requests pile up, priorities get muddled, and teams are desperate to keep things from falling apart. That’s because office workers engage with IT support approximately [three times per month](https://www.ivanti.com/resources/research-reports/it-service-management?utm_source=chatgpt.com). [Jira Service Management](https://www.atlassian.com/software/jira/service-management), Atlassian’s take on IT service management (ITSM), promises to bring some structure to this chaos. It positions itself as an all-in-one service management solution that helps teams manage and deliver services efficiently. ## TL;DR - Jira Service Management is a platform for IT and enterprise service management. - Jira’s strengths are request, incident, problem, and change management. - We found both incident management and ticketing to be nearly flawless. The only potential issue you might face is the complexity of setting things up and getting familiar with the systems. - The entire Jira platform has faced severe security vulnerabilities in the past. Although fundamentally secure, this has caused the platform to lose some customer trust. - The pricing is quite competitive, especially considering the features you get. However, you do pay a premium for access to Atlassian Intelligence. - For medium—to large organizations, Jira Service Management appeals with its powerful automation, helpful AI features, and long list of features. - Workwize allows IT teams to save more time with powerful hardware lifecycle management features. These features allow teams to manage hardware assets from procurement to disposal. ## What is Jira Service Management? Jira Service Management is almost synonymous with IT service management software. Built on the Jira platform, Jira Service Management supports ITIL practices and integrates DevOps and Agile principles to help teams manage service requests, incidents, problems, changes, and more. According to a recent [Forrester survey](https://www.atlassian.com/whitepapers/forrester-total-economic-impact-atlassian-for-itsm), Jira recovered 115 hours monthly for IT service and operations teams. It’s used by conglomerates like NASA, Domino’s, Sotheby’s, The Telegraph, and over 55,000 more companies. **Features Overview:** - **Request management:** Manages work across teams in a unified solution and helps teams deliver prompt and high-quality service to employees or customers. - **Incident management:** Combines development and IT operations teams to rapidly respond to, resolve, and continuously learn from incidents. - **Problem management:** Groups incidents to problems, quickly carry out root cause analyses, and record workarounds to minimize the impact of incidents. - **Change management:** Gives your IT operations teams contextual data about changes from software development tools to improve decision-making. - **Asset management:** [Manages asset inventory](https://www.goworkwize.com/blog/best-it-hardware-inventory-management-software), tracks ownership and lifecycles, and reduces operational costs with continuous scanning. - **Configuration management:** Gets you visibility into the infrastructure that supports critical applications and services and helps you understand service dependencies. - **Knowledge management:** Offers self-service, deflects more requests, and manages knowledge articles while encouraging team collaboration. ## Our Experience With Jira Service Management Jira handles incidents, manages requests, and tracks problems. ### Incident management Incident management is one of the core pillars of ITSM, and Jira Service Management does a great job here. You get a structured, efficient process for handling incidents—from logging and categorizing them based on priority to escalating major incidents for rapid resolution. Jira defines an incident as an unplanned interruption or reduction in service quality. Major incidents, on the other hand, have a significant business impact and require urgent attention. Jira also integrates with over 200 services, including Slack and Datadog, to centralize alerts and notify the right team members. **Our rating:** 4.5/5. ### Request management Request management demands that you efficiently fulfill routine requests, like new equipment or system access demands. Jira offers a user-friendly portal where customers and employees can submit requests via email, help centers, or an embeddable widget. **Our rating:** 4/5 ### Problem management While incident management focuses on immediate fixes, problem management digs deeper to eliminate root causes. Jira supports this well. **Our rating:** 4.5/5. ### Integrations You can access over 3,000 Jira apps, customized to fit your use case. This integration capability is one of the many reasons why Jira is loved by many. ## User Ratings and Reviews Jira Service Management is rated [4.2 stars out of 5](https://www.g2.com/products/jira-service-management/reviews#reviews) in G2 and [4.5 stars out of 5](https://www.capterra.in/software/138769/jira-service-management#reviews) in Capterra. ## Pricing and Plans Jira Service Management has tiered and transparent pricing. The free plan for three agents remains free forever. The Standard plan is $19.04 per agent per month, and the Premium Plan is $47.82 per agent per month. The custom Enterprise plan would be suitable for large organizations. ## Final Verdict: Is Jira Service Management Right For You? Jira Service Management is versatile and powerful. The rich feature set, customizable workflows, and automation prowess make it a strong choice for optimizing your ITSM processes. ## Complement Jira’s Service Management Capabilities With Workwize Workwize helps save time by managing IT hardware, from tracking devices to managing procurement and offboarding.