Jira Service Management
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Jira Service Management: A Powerful ITSM Tool for Agile and DevOps Teams
What do you like best about the product?
What I like best about Jira Service Management is its seamless integration with Jira Software and other Atlassian tools, which makes collaboration between IT, development, and business teams incredibly efficient. The customizable workflows, powerful automation, and real-time SLA tracking help streamline incident and request management, reducing manual effort and improving response times. The user-friendly self-service portal combined with Confluence integration also empowers end users to resolve common issues on their own, which reduces ticket volume and boosts overall productivity.
What do you dislike about the product?
What I dislike about Jira Service Management is that it can have a steep learning curve, especially for new or non-technical users. The setup and customization process can be time-consuming, and without prior experience, configuring workflows, SLAs, and automation rules may feel overwhelming. Additionally, the performance can slow down with complex configurations or a high volume of tickets, and the cost can scale quickly as more features or users are added, making it less budget-friendly for smaller teams.
What problems is the product solving and how is that benefiting you?
Jira Service Management brings structure, speed, and transparency to our service operations ,helping us deliver better support while aligning with agile and DevOps practices.
Effortless Project Tracking with Jira
What do you like best about the product?
What I like best about Jira Service Management is its ability to streamline service requests, incidents, and changes through a centralized, customizable platform with powerful automation and integration features, making it easy for teams to collaborate, respond quickly, and maintain high service standards
Overall, the platform is highly configurable.
Overall, the platform is highly configurable.
What do you dislike about the product?
Configuring workflows, request types, and permissions can feel overwhelming, especially for those new to Atlassian products or ITSM platforms.
Product enhancement requests are very slow to implement.
Any suggestions need to be voted on their page, and the response is extremely slow
Product enhancement requests are very slow to implement.
Any suggestions need to be voted on their page, and the response is extremely slow
What problems is the product solving and how is that benefiting you?
Jira is the tool that I majorly use to track existing requests and route requests to multiple internal teams.
The workflows created a very robust and we have not experienced and bugs or failures over the years
The workflows created a very robust and we have not experienced and bugs or failures over the years
Best ticketing experience
What do you like best about the product?
I've been using JIRA for a few years now, and overall, it's been a solid experience. It integrates well with other Atlassian tools, which is a big plus for our dev and support teams. The interface can be a bit overwhelming at first, especially for non-technical users, but once you're familiar with it, it's pretty efficient. I like the customizable workflows and how tickets are easy to track and prioritize. There are occasional quirks, but nothing that's been a dealbreaker. Definitely a good choice for teams already in the Atlassian ecosystem.
What do you dislike about the product?
Their AI is still not the best, takes a lot of efforts just to get basic info.
What problems is the product solving and how is that benefiting you?
Tracking historical issues, useful email alerts.
It's a versatile tool. User friendly interface for easy bug logging and troubleshooting.
What do you like best about the product?
1. User friendly.
2. The interface is easy to understand.
3.Easy bug tracking.
2. The interface is easy to understand.
3.Easy bug tracking.
What do you dislike about the product?
Lagging of the system when the multiple of users logged in.
Limitation of reindexing time like usually 4-5 hours.
Limitation of reindexing time like usually 4-5 hours.
What problems is the product solving and how is that benefiting you?
Bulk uploads made easy.
Archiving of issues rather clearing out the whole thing so that we can retrieve back what required.
History of changes being tracked.
Archiving of issues rather clearing out the whole thing so that we can retrieve back what required.
History of changes being tracked.
REVIEW FOR JIRA
What do you like best about the product?
1. Easy for Teams, Not Just Techies
JIRA Service Management isn’t just for IT pros — it’s designed so that anyone, from HR to facilities, can manage requests smoothly. It simplifies complex processes and brings structure, so teams feel less stressed and more in control.
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2. Keeps Everyone on the Same Page
With real-time tracking, SLAs, and smart queues, it keeps customers and agents aligned. No more “Did you get my ticket?”—everyone knows what’s happening and when, which builds trust and reduces frustration.
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3. Adapts to You, Not the Other Way Around
Whether you’re a small team or an enterprise, JIRA grows with you. You can customize workflows, forms, and automations to match how your team works, without feeling boxed into rigid systems.
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4. Brings Dev and IT Together
What makes JIRA Service Management special is how smoothly it connects IT operations with software development. So when something breaks, support and dev can solve it faster — turning chaos into calm.
JIRA Service Management isn’t just for IT pros — it’s designed so that anyone, from HR to facilities, can manage requests smoothly. It simplifies complex processes and brings structure, so teams feel less stressed and more in control.
⸻
2. Keeps Everyone on the Same Page
With real-time tracking, SLAs, and smart queues, it keeps customers and agents aligned. No more “Did you get my ticket?”—everyone knows what’s happening and when, which builds trust and reduces frustration.
⸻
3. Adapts to You, Not the Other Way Around
Whether you’re a small team or an enterprise, JIRA grows with you. You can customize workflows, forms, and automations to match how your team works, without feeling boxed into rigid systems.
⸻
4. Brings Dev and IT Together
What makes JIRA Service Management special is how smoothly it connects IT operations with software development. So when something breaks, support and dev can solve it faster — turning chaos into calm.
What do you dislike about the product?
JIRA is packed with features, and while that’s a strength, it can be intimidating for new users. Without proper onboarding, it’s easy to feel lost in a sea of settings, projects, and permissions.
What problems is the product solving and how is that benefiting you?
Tracking our efforts are the high challenge for the people who are individual contributors and who work rarely on a tickets, for them we add those task on JIRA that they performing in future weeks and we move them to sprints from backlog and status will be changed accordingly based on the task process
CMO at Nuvirateck
What do you like best about the product?
Its a proven product and have used in my earlier organisation
What do you dislike about the product?
The UX could have been better compared to tools like monday service
What problems is the product solving and how is that benefiting you?
Its trying to solve the ITSM related issues and is capable to genrate team collab
Great product to create custom workflows for different products
What do you like best about the product?
Automation rules: Save tons of time by auto-assigning tickets, escalating based on SLAs, or notifying the right stakeholders
What do you dislike about the product?
Stakeholders from non-IT backgrounds often find the admin interface unintuitive, which can slow adoption.
What problems is the product solving and how is that benefiting you?
Quick escalations with faster incident resolution and better collaboration with respective teams.
Jira makes managing any project seamless
What do you like best about the product?
Jira is easy to learn. Even though it has umpteen features still it is easy to navigate and manage the projects, chats with team and ticket management.
What do you dislike about the product?
Jira has been regular with its updates and I have not faced any problems as such
What problems is the product solving and how is that benefiting you?
It has been very helpful in managing customer queries and helping in providing resolutions. It also easy to track the requests internally.
A powerful tool for issue tracking and team collaboration.
What do you like best about the product?
Great for tracking issues, tasks, and bugs with detailed fields and workflows. Comments, mentions, attachments, and real-time updates support team communication. Flexible configurations to match your team’s process
What do you dislike about the product?
Costs can add up quickly as team size and customization needs grow.
What problems is the product solving and how is that benefiting you?
Jira Service Management streamlines service delivery by centralizing requests, improving collaboration, and accelerating resolution with smart workflows and automation.
Streamlined IT Service Management with Great Flexibility
What do you like best about the product?
Jira Service Management offers a highly customizable platform that integrates seamlessly with existing Atlassian tools like Jira Software and Confluence. I especially appreciate the ability to automate workflows, manage SLAs, and connect incidents to development issues. The modern UI and rich permission controls make it easy for both agents and stakeholders to collaborate efficiently.
What do you dislike about the product?
The initial setup can be a bit overwhelming due to the number of configurable options. Some parts of the interface feel disjointed, especially when managing multiple projects with varying schemas. Also, reporting capabilities could be more intuitive, and it would help to have more out-of-the-box dashboard widgets for quick insights.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps centralize and streamline service requests, incident tracking, and change management processes across multiple teams. It reduces response times and improves internal transparency. Integration with Jira Software ensures that issues are routed directly to development when needed, minimizing hand-off delays and improving resolution speed.
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