Jira Service Management
AtlassianReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
907 reviews
from
External reviews are not included in the AWS star rating for the product.
Jira is blessing to keep your project on track.
What do you like best about the product?
So its making groups and define it. To make things align. Makes to more useful and simple. And I love the way it is transparent to our colleagues that how much we are working
What do you dislike about the product?
It can be little bit more animated. And it should show how to overall project working in summary more then numbers.
What problems is the product solving and how is that benefiting you?
SO, as I told earlier, that jira helps me to minimize the work.And then help me to see through what's are missing work and what's up, ending, and I can just go through and make it happen.
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.
Jira service management review
What do you like best about the product?
Being able to set priority among thousands of tickets appearing with ease of access helps a lot.
What do you dislike about the product?
There is a cluster of unnecessary fields and dropdowns which makes it complex.
What problems is the product solving and how is that benefiting you?
Not being needed to personally contact someone to fix an issue is good, it helps in having authority.
Jira Service Management helps teams handle IT issues and service requests all in one place.
What do you like best about the product?
It has a lot of helpful features for handling requests, tracking incidents, and automating tasks, which saves time.
You get clear dashboards and reports, so it’s easy to see what’s working and spot problems.
You can tweak it to fit your team’s needs and connect with tools you’re already using.
You get clear dashboards and reports, so it’s easy to see what’s working and spot problems.
You can tweak it to fit your team’s needs and connect with tools you’re already using.
What do you dislike about the product?
Learning all the features can be tough at first—there’s a lot to take in, and it might feel overwhelming.
The interface can look busy, which makes it harder for new users to get started.
Pricing can add up, especially if you go for advanced options.
The interface can look busy, which makes it harder for new users to get started.
Pricing can add up, especially if you go for advanced options.
What problems is the product solving and how is that benefiting you?
Honestly, Jira Service Management has made things a lot easier for me. It keeps all our IT issues and service requests in one spot, so nothing slips through the cracks. Communication's way smoother now and it just saves us time sorting things out.
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
Ticket management and issue tracking smoother
What do you like best about the product?
The tool makes it easy to raise and track tickets with proper categorization. The interface is user-friendly, and the SLA tracking with alerts ensures we don’t miss high-priority issues. Also, its automation and workflow flexibility help reduce manual tasks.
What do you dislike about the product?
Setting up custom workflows or automation rules can be confusing at first. Also, for large teams or multiple projects, it can sometimes feel a bit slow and needs proper configuration for optimal use.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps us manage incidents, service requests, and changes efficiently in one centralized platform. It solves the problem of scattered communication and manual tracking by offering clear ticket ownership, SLAs, and automated workflows. This improves our response time, ensures accountability, and helps us meet service delivery targets. It also keeps stakeholders informed through real-time updates and reports.
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.
Jira is a project management and issue tracking tool used by teams to plan, track and manage
What do you like best about the product?
The best aspects of Jira Service Management are its ability to centralize service requests, automate workflows, and empower teams to deliver high-velocity IT and customer support. Its highlights include easy setup, customizable forms and portals, robust incident and change management, AI-powered automation, strong reporting, and seamless integration with development, knowledge base
What do you dislike about the product?
Common dislikes about Jira Service Management include a steep learning curve, complex and sometimes overwhelming interface, dependence on plugins for advanced features, and higher costs as teams scale. Some users also report limited built-in reporting, occasional performance issues, limited customization without add-ons, and inconsistent customer support
What problems is the product solving and how is that benefiting you?
Jira Service Management addresses several key problems for IT, support, and business teams:
It centralizes requests, incidents, problems, and change management in one platform, reducing the chaos of tracking tickets across multiple systems.
Automation and customizable workflows streamline repetitive tasks, improving consistency and cutting down on manual errors.
Self-service portals and integrated knowledge bases empower users to resolve basic issues independently, minimizing support workload and speeding up resolutions.
Rich integrations with development and collaboration tools ensure that support teams stay aligned with developers and business operations.
It centralizes requests, incidents, problems, and change management in one platform, reducing the chaos of tracking tickets across multiple systems.
Automation and customizable workflows streamline repetitive tasks, improving consistency and cutting down on manual errors.
Self-service portals and integrated knowledge bases empower users to resolve basic issues independently, minimizing support workload and speeding up resolutions.
Rich integrations with development and collaboration tools ensure that support teams stay aligned with developers and business operations.
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
Great Tool for all team
What do you like best about the product?
Great for all business needs, including managing internal or external ticket. Easy to create reports and dashboards. There are many scope on dashboard feature but those can be currently handled via third party too. So over all easy to use and lot of triggers and workflow to make your life easy.
It just takes 1-2hr to setup any new service/project so preety easy to onboard.
Lot of external integration and out of the shelf plugins are available to make your life easy
It just takes 1-2hr to setup any new service/project so preety easy to onboard.
Lot of external integration and out of the shelf plugins are available to make your life easy
What do you dislike about the product?
Dashboard creation in JIRA is still a pain. Lot of feature can be added to make a dashboard really customizable and easy to create
What problems is the product solving and how is that benefiting you?
Ticket Tracking, ticket relationship, external communication and building complete context around an issue
showing 61 - 70