Jira Service Management
AtlassianExternal reviews
945 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Awesome
What do you like best about the product?
What I like best about Jira Service Management is its seamless integration with the development workflow. It connects support tickets directly with engineering backlogs, which makes tracking, prioritizing, and resolving issues more transparent and efficient. The automation features and customizable workflows also help streamline repetitive tasks and improve response times, ultimately boosting team productivity and customer satisfaction.
What do you dislike about the product?
While Jira Service Management is powerful, its complexity can be overwhelming for new users. The user interface can feel cluttered, and configuring workflows, permissions, and automation rules often requires a steep learning curve. Additionally, performance can lag when handling a large volume of tickets or custom fields, which can impact efficiency in high-demand environments.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps streamline issue tracking, incident management, and service requests through a centralized, transparent workflow. It improves collaboration between support, development, and operations teams by linking tickets directly to Jira Software. This ensures faster resolution times, better accountability, and visibility into ticket statuses, ultimately improving service quality and user satisfaction.
Great for managing the development
What do you like best about the product?
Jira is a powerful tool for agile project tracking. Great for managing sprints, backlogs, and team workflows. Takes time to learn, but totally worth it for structured teams
What do you dislike about the product?
Nothing is to be find me to dislike jora
What problems is the product solving and how is that benefiting you?
Time management
Real-World Experience Using JIRA for Defect Management
What do you like best about the product?
The most useful aspect of JIRA Service Management, in my experience, is the ability to raise tickets with the development team in a structured and traceable way. It provides clear visibility into the status and progress of each issue across all levels—whether it's team members, project managers, or stakeholders. This transparency helps ensure accountability, avoids miscommunication, and keeps everyone aligned. Ultimately, it streamlines the entire process from bug identification to resolution, making collaboration with the development team much more efficient and effective.
What do you dislike about the product?
One downside of using JIRA is that too much customization can lead to confusion.
In one project, every team had its own workflows and fields, which made it hard to stay consistent. New members struggled to navigate the system, and even basic tasks became unnecessarily complicated. It slowed things down instead of helping.
In one project, every team had its own workflows and fields, which made it hard to stay consistent. New members struggled to navigate the system, and even basic tasks became unnecessarily complicated. It slowed things down instead of helping.
What problems is the product solving and how is that benefiting you?
One key problem JIRA Service Management solves for me is the lack of visibility into issue status.
Earlier, once a bug or request was raised, it was hard to track its progress—especially across teams. With JIRA, everything is transparent. I can easily see who’s working on the issue, what stage it's in, and if there are any blockers. This clarity helps reduce back-and-forth communication and ensures everyone—from support to development—is on the same page.
Earlier, once a bug or request was raised, it was hard to track its progress—especially across teams. With JIRA, everything is transparent. I can easily see who’s working on the issue, what stage it's in, and if there are any blockers. This clarity helps reduce back-and-forth communication and ensures everyone—from support to development—is on the same page.
Efficient tool for seamless IT service management
What do you like best about the product?
Jira Service Management offers a streamlined way to handle incidents, requests, and changes. The integration with Confluence and other Atlassian tools enhances team collaboration and documentation. The customizable workflows and automation rules significantly reduce manual efforts and improve ticket resolution time.
What do you dislike about the product?
The user interface can feel overwhelming for new users, especially those unfamiliar with Atlassian products. Configuration can be complex and may require a steep learning curve. Sometimes, permission settings and automation rules can conflict or behave unpredictably.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps streamline IT service delivery by centralizing incident, change, and request management in one platform. It improves communication between IT and end users, speeds up resolution times, and ensures SLA compliance. It also allows better tracking and reporting of service issues and team performance
Powerful ITSM Tool That Scales Well, But Needs a Bit of Learning
What do you like best about the product?
Jira Service Management brings a lot of structure to our IT operations. The ticketing system is reliable, and the automation features really save time. I especially like how well it integrates with other Atlassian tools—linking tickets to Confluence articles or development issues in Jira Software is seamless. It helps our team stay aligned and provides clear visibility into ongoing issues and resolutions.
What do you dislike about the product?
It can be overwhelming at first. The setup and configuration options are powerful, but not always intuitive. If you’re not already familiar with Atlassian’s ecosystem, expect a bit of a learning curve. Also, some advanced features require higher-tier pricing, which may not be ideal for smaller teams.
What problems is the product solving and how is that benefiting you?
We’re using it primarily for IT support and internal service requests. It’s helped streamline our ticketing process, reduce response times, and improve communication across teams. The SLA tracking and reporting features have made our operations more efficient and accountable.
It good as compared to other ticketing tools, easy to create and update the tickets
What do you like best about the product?
Its user friendly easy to learn as compare To sapphire and service now no need to create query.
What do you dislike about the product?
Setting up workflows and configurations can be time-consuming, especially for those without technical experience.
What problems is the product solving and how is that benefiting you?
Very easy to create tickets and update
Journey with JSM: Insights from Daily Use
What do you like best about the product?
Jira Service Management seamlessly combines ITSM capabilities with the power of Jira’s agile framework. What stands out most is its flexibility and configurability we can tailor request types, workflows, SLAs, and automation to fit almost any service team’s needs.
The integration with Jira Software and Confluence makes collaboration between support, operations, and development teams incredibly smooth. This DevOps-ready environment ensures incidents, problems, and changes are managed in one unified ecosystem.
Additionally, I really appreciate:
Powerful Automation: Reduces manual work significantly and ensures consistent handling of repetitive tasks.
Customizable Portals: Users get an intuitive experience while backend teams enjoy total control.
Asset Management with Assets (formerly Insight): Gives full visibility into the infrastructure, linking assets with tickets and changes.
Approval Workflows: Dynamic and condition-based, perfect for multi-level approvals.
Marketplace Add-ons: Expands functionality beyond ITSM, catering to HR, Facilities, Legal, and more.
Overall, JSM strikes the perfect balance between structure and flexibility, making it ideal for both IT and non-IT service management.
The integration with Jira Software and Confluence makes collaboration between support, operations, and development teams incredibly smooth. This DevOps-ready environment ensures incidents, problems, and changes are managed in one unified ecosystem.
Additionally, I really appreciate:
Powerful Automation: Reduces manual work significantly and ensures consistent handling of repetitive tasks.
Customizable Portals: Users get an intuitive experience while backend teams enjoy total control.
Asset Management with Assets (formerly Insight): Gives full visibility into the infrastructure, linking assets with tickets and changes.
Approval Workflows: Dynamic and condition-based, perfect for multi-level approvals.
Marketplace Add-ons: Expands functionality beyond ITSM, catering to HR, Facilities, Legal, and more.
Overall, JSM strikes the perfect balance between structure and flexibility, making it ideal for both IT and non-IT service management.
What do you dislike about the product?
While Jira Service Management is a powerful and flexible ITSM tool, there are a few areas that could be improved:
Steep Learning Curve for New Users: For non-technical teams or first-time users, the interface and configurations can be overwhelming without proper onboarding or training.
Limited Out-of-the-Box Reporting: The built-in reports are quite basic. For advanced analytics, you often need to rely on paid add-ons like eazyBI or export data manually.
UI Customization Constraints on the Portal: The customer portal has limited options for branding and UI/UX enhancements, which can affect user experience for organizations with specific design guidelines.
Complex Automation Limits: While powerful, automation has execution limits in the Cloud version, and creating complex rules sometimes requires workarounds or additional scripting knowledge.
Assets (CMDB) Learning Curve: The asset management module is robust but requires a significant amount of setup and understanding to use effectively, especially for teams new to CMDB practices.
Steep Learning Curve for New Users: For non-technical teams or first-time users, the interface and configurations can be overwhelming without proper onboarding or training.
Limited Out-of-the-Box Reporting: The built-in reports are quite basic. For advanced analytics, you often need to rely on paid add-ons like eazyBI or export data manually.
UI Customization Constraints on the Portal: The customer portal has limited options for branding and UI/UX enhancements, which can affect user experience for organizations with specific design guidelines.
Complex Automation Limits: While powerful, automation has execution limits in the Cloud version, and creating complex rules sometimes requires workarounds or additional scripting knowledge.
Assets (CMDB) Learning Curve: The asset management module is robust but requires a significant amount of setup and understanding to use effectively, especially for teams new to CMDB practices.
What problems is the product solving and how is that benefiting you?
Poor Collaboration Between Teams - DevOps Integration
Problem: IT support and development teams often worked in silos, creating delays in bug fixes or escalations.
Solution: Seamless integration with Jira Software and Confluence bridges gaps between support, ops, and dev.
Benefit: Faster incident resolution, smoother change management, and improved cross-team collaboration.
Fragmented Service Operations - Unified Service Desk
Problem: Previously, service requests, incidents, and changes were managed through disconnected tools or email, leading to delays and missed SLAs.
Solution: Jira Service Management centralizes all service operations in one platform.
Benefit: We now have a single source of truth, which improves visibility, accountability, and faster resolution times.
Unstructured Legal Requests - Organized Intake System
Problem: Legal teams received contract reviews, policy queries, and compliance tasks via untrackable channels.
Solution: JSM allows Legal to create service request types for contracts, IP reviews, approvals, etc.
Benefit: Better tracking, clear ownership, and reduced response time.
Problem: IT support and development teams often worked in silos, creating delays in bug fixes or escalations.
Solution: Seamless integration with Jira Software and Confluence bridges gaps between support, ops, and dev.
Benefit: Faster incident resolution, smoother change management, and improved cross-team collaboration.
Fragmented Service Operations - Unified Service Desk
Problem: Previously, service requests, incidents, and changes were managed through disconnected tools or email, leading to delays and missed SLAs.
Solution: Jira Service Management centralizes all service operations in one platform.
Benefit: We now have a single source of truth, which improves visibility, accountability, and faster resolution times.
Unstructured Legal Requests - Organized Intake System
Problem: Legal teams received contract reviews, policy queries, and compliance tasks via untrackable channels.
Solution: JSM allows Legal to create service request types for contracts, IP reviews, approvals, etc.
Benefit: Better tracking, clear ownership, and reduced response time.
Performance
What do you like best about the product?
This is mind blowing tool please use everyone it's helping too much
What do you dislike about the product?
Jira becomes very slow when handling too many issues or custom fields
What problems is the product solving and how is that benefiting you?
I used jira service management in banking core application
Easy to use
What do you like best about the product?
It is very user friendly and helps to keep track of all incident in right manner. It also allow us to record root cause and change details.
What do you dislike about the product?
On-boarding team time, it takes too much time to on-board a user.
What problems is the product solving and how is that benefiting you?
It is helping to track all the task.
Streamlined IT Support with Powerful Features!
What do you like best about the product?
What I like best about Jira Service Management is its seamless integration with other Atlassian products, especially Jira Software and Confluence. This creates a unified environment that makes team collaboration much easier and more efficient. The platform’s high degree of customizability stands out you can easily modify workflows, set up SLAs, and automate tasks to fit your specific business needs. Additionally, the intuitive self-service portal and automated ticket routing significantly improve ticket management by simplifying request submission and ensuring tickets reach the right people quickly. The reporting and analytics features are also very strong, helping teams monitor progress and continuously improve service delivery.
What do you dislike about the product?
What I dislike about Jira Service Management is that it can feel a bit complicated at first, especially if you’re new to Atlassian products. The interface isn’t always the most intuitive, so there’s definitely a learning curve before you feel comfortable navigating and using all the features. I’ve also found that to unlock advanced reporting or certain customizations, you may need extra plugins or add-ons, which could add to the cost. While the core functionalities are great, sometimes managing users or recovering accidentally deleted items isn’t as easy as I’d like. Overall, it’s powerful but takes some getting used to.
What problems is the product solving and how is that benefiting you?
Jira Service Management is solving several key problems for our team, particularly around organizing and streamlining IT support and service management. Before adopting it, we struggled with tracking requests, inconsistent communication, and delays in resolution. With Jira Service Management, we can now efficiently capture all service requests in one place, assign them to the right people, and monitor progress from start to finish. The built-in automation and customizable workflows have minimized manual work and helped standardize how we handle different types of requests.
The biggest benefits are improved visibility and accountability—everyone knows the status of issues and who’s responsible for what. The self-service portal has empowered people to submit and track their own requests, which reduces back-and-forth emails and speeds up response times. Additionally, the platform’s reporting tools allow us to spot trends and recurring issues so we can proactively address root causes. Overall, it’s made our IT support process much more organized, responsive, and data-driven, leading to better service for everyone involved.
The biggest benefits are improved visibility and accountability—everyone knows the status of issues and who’s responsible for what. The self-service portal has empowered people to submit and track their own requests, which reduces back-and-forth emails and speeds up response times. Additionally, the platform’s reporting tools allow us to spot trends and recurring issues so we can proactively address root causes. Overall, it’s made our IT support process much more organized, responsive, and data-driven, leading to better service for everyone involved.
showing 31 - 40