JIRA Service Management 2025 Pricing, Features, Reviews & Alternatives

Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira platform. IT is in the midst of rapid transformation to build capabilities that enable rapid delivery of great services while managing cost and risk. But old ways of working constrain progress. Rigid processes limit team agility and speed. Disparate, disconnected tools interrupt the flow of information that accelerates good decision-making. Development and operations teams continue to fight through siloed tooling that’s critical to enabling a high-performing digital business. With Jira Service Management, you can: - Manage work across teams on one platform - Enable employees and customers to quickly get the help they need with a self-service portal - Respond, resolve and continuously learn from incidents - Innovate faster with automated change risk assessments, advanced approval workflows, - Connect to CI/CD tools like Bitbucket Pipelines, Jenkins, and CircleCI - Group incidents to problems, fast-tracking root cause analysis - Gain visibility into infrastructure and understand service dependencies - Set up a knowledge base to enable self-service - Set up advanced SLA metrics and report on performance in real-time - Configure automate rules so users can streamline repetitive tasks and agents can get more done Jira Service Management is a leader in Gartner's Magic Quadrant, named as a Strong Performer in the Forrester Wave: ESM and used by more than 25,000 organizations worldwide.