Atlassian is a development and management software company headquarterd in Sydney, Australia. Founded by Mike Cannon-Brookes and Scott Farquhar in 2002, it has nine offices in six countries and employs more than 6,000 people.
The Australian software company crafts products that are used by thousands of teams globally, including Jira, Trello, Confluence, Bitbucket, Fisheye, and Crucible, several of which have been acquired over the years.
Atlassian’s most notable acquisition was Trello in January 2017, for $425 million. The organization’s tools are used by more than 200,000 organizations worldwide. Atlassian’s flagship product Jira, a project and issue tracker, was released in 2002. Jira Service Desk is a part of Jira Service Management.
Also read: How IoT is Shaping ITSM Strategies
Jira Service Desk
Jira Service Desk was created in 2013 to help teams handle service requests better. The tool helps manage service requests and set up workflows, thereby reducing manual effort. Jira Service Management was introduced in 2020 to provide even greater service experiences—Jira Service Desk is now a part of Jira Service Management.
The tool provides all the functionality of Jira Service Desk along with enriched information technology service management (ITSM) competency.
Key Differentiators
- Jira Service Management makes it easy for every team to program a service desk and display services through a simple, yet intuitive portal.
- The high-velocity service request management tool provides a unified view of work. Assign, track and triage incoming requests from numerous sources with service level agreements (SLAs) and queues.
- Set SLA policies to keep track of deadlines based on request categories or elapsed time. Use automated escalation rules to alert appropriate team members and avoid SLA breaches.
- By bringing together information technology (IT) support and development teams, Jira Service Management enables easy collaboration and rapid incident and issue resolution.
- Halp, a Jira integration, helps develop a two-way sync between conversations in Microsoft Teams or Slack and Jira Service Management.
- By leveraging Confluence as a knowledge base, employees can respond to and settle incoming requests speedily. This reduces the need to engage with an agent and promotes self-service.
- Go through customer satisfaction reports to better understand your user base. With efficient reports and dashboards, you can monitor and hone your team’s work.
Pricing
Four plans are available for Jira Service Management Cloud. Plan pricing varies depending on the number of agents you have and is charged monthly or annually (you can choose):
- Free – Jira Service Management is free for up to 3 agents and comes with limited functionality.
- Standard – the Standard plan is ideal for small teams that are standardizing their service management and starts at $600 (on an annual subscription) for 1-3 agents.
- Premium – Jira Service Management Premium starts at $1,350 for 1-3 agents, is charged annually and is perfect for companies scaling high-velocity ITSM.
- Enterprise – the Enterprise package is best suited to organizations with mission-critical implementations. It starts at $128,000 annually, for 201 agents or more.
If you require technical assistance, pricing, billing and licensing information or product advice, you can raise a support ticket or request help via email (you will have to fill a short form and an Atlassian customer support team member will get back to you via email).
Jira Service Desk Summary
Find below a summary of Jira Service Desk (Jira Service Management):
| Vendor | Atlassian |
| Product | Jira Service Desk (it is a part of Jira Service Management) |
| Website | https://www.atlassian.com/ |
| Category | Information Technology Service Management |
| Supported Platforms | Microsoft Windows, Linux, macOS (limited), Amazon Web Services (AWS) and Microsoft Azure |
| Features | Service Desk, Request Queues, Self-Service, SLAs, Reports and Metrics and Requests from Microsoft Teams and Slack |
| Customer Type | Small to Large, Mission-Critical ITSM Implementations |
| Pricing Model | Agent-Based and Tabulated Monthly or Annually |
| Integrations | 3,000+ Jira Software Integrations |
| Incident and Problem Management | Yes |
| Self-Service | Yes |
| IT Knowledge Management | Yes |
| Reporting and SLA Management | Yes |
| Workflow Design and Flexibility | Yes |
| Change and Release Management | Yes |
| Configuration Management | Yes |
| Collaboration | Yes |
| IT Operations Management (ITOM) Integration | Yes |
| Overhead | Yes |
| Service and Support | Good |
| Willingness to Recommend | 82% (based on customer reviews) |
| Overall Capability Score | 4.4/5.0 (based on customer reviews) |
Jira Service Management offers all the features of Jira Service Desk along with enhanced ITSM capabilities. It allows teams to deliver exceptional service experiences and ensures your customers and employees obtain help promptly. Depending on the number of agents you have and the features you seek in an ITSM solution, purchase an appropriate Jira Service Management plan.
