Jira Service Management
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937 reviews
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It really helps tracking deiverables
What do you like best about the product?
The comments section, cross functional teams can collaborate so hasslefree.
What do you dislike about the product?
Nothing as such. All works well for me..
What problems is the product solving and how is that benefiting you?
Every incident reported about prodcut all at one place.
My Experience & Insights
What do you like best about the product?
It is most helpful because it bridges IT and development teams, automates workflows, and enables excellent service delivery with built-in ITSM features.
What do you dislike about the product?
It is powerful, but it can be complex to configure, costly for large teams, and may need tuning or add-ons to fully meet enterprise-scale needs.
What problems is the product solving and how is that benefiting you?
Jira Service Management has helped my team move from reactive, ad-hoc support to a structured, SLA-driven process that improves service quality, team efficiency, and customer satisfaction
User friendly IT ticketing tool
What do you like best about the product?
Its very helpful and easy to use/configure the ticketing tool and also automate some process, I have been using it for 3+years now
What do you dislike about the product?
For beginners it might seems difficult to learn, but after 6months you will find it interesting to learn it more
What problems is the product solving and how is that benefiting you?
It helps me ITSM process to track incidents, changes and problem records.
Jira for Incident & Change Management
What do you like best about the product?
I most like is the feature self service portal which is very user friendly and customisable as per the needs.
Also the in built integration features like channels are very helpful.
The Reports section with all KPIs needed to monitor and track requests is very helpful .
Also the in built integration features like channels are very helpful.
The Reports section with all KPIs needed to monitor and track requests is very helpful .
What do you dislike about the product?
Jira Service Management works very well when it comes to using different tools from the same ecosystem. But in my organisation we are using different tools for different services and integrations and compatibility is a problem with Jira while trying to integrate Jira with third party tools.
What problems is the product solving and how is that benefiting you?
Incident tracking and automation of report generation and it’s also solving overhead of going through approvals through emails in case of change management
Optimization services delivery with Jira service management
What do you like best about the product?
The best thing about Jira Service Management (JSM) is its flexibility and deep integration within the Atlassian ecosystem. This allows for highly customizable workflows and seamless connections with tools like Jira Software and Confluence, empowering efficient service delivery and collaboration across all teams.
What do you dislike about the product?
What I dislike most about Jira Service Management (JSM) is its complexity and potential for high cost, especially when needing advanced features that often require expensive third-party add-ons. This can lead to a steep learning curve for administrators and unpredictable budgeting.
What problems is the product solving and how is that benefiting you?
Jira service helpling us for collaboration with my team related to work and business understanding. And very effective in business delivery.
Great Work, it's very helpful to other colleagues
What do you like best about the product?
Incidents raised in JSM can be easily linked to Jira Software issues for faster bug fixes or feature requests.Dev and IT teams work together in the same ecosystem.
What do you dislike about the product?
Too much customization can lead to a messy or inconsistent setup.
What problems is the product solving and how is that benefiting you?
Jira Service Management has helped me streamline service request intake and ensure better collaboration between support and dev teams. I benefit directly from its automation and SLA tracking, which reduce manual effort and keep my team focused on high-impact issues. The built-in ITIL processes have also brought structure and visibility to our incident and change workflows, ultimately improving our service quality.
Jira ticketing System
What do you like best about the product?
Jira Service Management offers streamlined ticketing and workflow automation, making issue tracking efficient and organized.
It enables clear communication between teams with customizable SLAs, reports, and a user-friendly interface.
It enables clear communication between teams with customizable SLAs, reports, and a user-friendly interface.
What do you dislike about the product?
The interface can feel overwhelming at times, especially for new users due to its complexity and numerous configuration options.
What problems is the product solving and how is that benefiting you?
Jira Service Management streamlines incident, request, and change management, helping us respond faster and stay organized across teams.
Does Jira Service Management Live Up to the Hype? A Real-World Review
What do you like best about the product?
1. Seamless Integration with Jira & Atlassian Ecosystem
2.Intuitive Customer Portal & Self-Service
3.Powerful Automation & Workflows
4.Cloud & Data Center Flexibility
2.Intuitive Customer Portal & Self-Service
3.Powerful Automation & Workflows
4.Cloud & Data Center Flexibility
What do you dislike about the product?
1. Pricing & Licensing Can Get Expensive
2. Steep Learning Curve for Non-Jira Users
3.Limited Out-of-the-Box ITSM Features
4.Mobile Experience is Underwhelming
2. Steep Learning Curve for Non-Jira Users
3.Limited Out-of-the-Box ITSM Features
4.Mobile Experience is Underwhelming
What problems is the product solving and how is that benefiting you?
IT operations by centralizing incident tracking, automating ticket routing, and enforcing SLAs reducing resolution time by 30%. Its seamless Jira/Confluence integration eliminates silos, enabling devs and IT to collaborate faster. Real-time reporting cuts manual status updates by 50%, freeing teams for high-impact work.
Streamlined, Powerful, and Easy to Use - Jira Service Management Rocks!
What do you like best about the product?
The best thing about Jira Service Management is how easy it is to use, even for users who aren’t as tech-savvy. The interface is intuitive and clean, making it easy for teams to adopt and use right away. The range of features—ticket management, automation, reporting—gives us everything we need to support both internal teams and external customers. Plus, the integration with other Atlassian tools is seamless, which really adds value when managing multiple projects or tasks.
What do you dislike about the product?
There’s really not much to dislike, but one small area for improvement is the customization options for the UI. While it’s customizable to a point, I think a few more design tweaks could help make it even more user-friendly for specific industries or smaller teams.
What problems is the product solving and how is that benefiting you?
As a Project Manager, Jira Service Management has solved several key challenges:
Disorganized Requests: It centralizes requests, making it easy to track, categorize, and prioritize, which ensures nothing gets missed.
Inefficient Workflows: Automation and customizable workflows have streamlined tasks and reduced errors, boosting productivity.
Lack of Visibility: Real-time dashboards and reporting give me a clear view of progress, allowing better forecasting and stakeholder updates.
Integration Issues: With seamless integrations across Atlassian tools and Slack, we’ve eliminated tool fragmentation and improved communication.
Benefits: It’s helped me manage timelines, improve team efficiency, and reduce bottlenecks, making project management smoother and more effective.
Disorganized Requests: It centralizes requests, making it easy to track, categorize, and prioritize, which ensures nothing gets missed.
Inefficient Workflows: Automation and customizable workflows have streamlined tasks and reduced errors, boosting productivity.
Lack of Visibility: Real-time dashboards and reporting give me a clear view of progress, allowing better forecasting and stakeholder updates.
Integration Issues: With seamless integrations across Atlassian tools and Slack, we’ve eliminated tool fragmentation and improved communication.
Benefits: It’s helped me manage timelines, improve team efficiency, and reduce bottlenecks, making project management smoother and more effective.
Robust ITSM Tool That Integrates Seamlessly with Jira
What do you like best about the product?
What I like best about Jira Service Management is its seamless integration with the entire Atlassian ecosystem, especially Jira Software and Confluence. This allows our development and IT support teams to collaborate efficiently on incidents, service requests, and change management. I also appreciate the high level of customization available — from workflows and SLAs to automation rules — which helps us tailor the platform exactly to our business processes. The intuitive portal for end-users and powerful reporting tools are also big pluses.
What do you dislike about the product?
While Jira Service Management is powerful, its biggest drawback is the steep learning curve—especially for new users or non-technical teams. Initial setup and configuration can be complex, particularly when customizing workflows or permissions. Some advanced features require a deep understanding of Jira administration, which can slow down adoption. Additionally, the pricing can become a concern as you scale, especially if you need access to premium features across multiple teams.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps us solve the challenge of managing IT requests, incidents, and changes across multiple teams in a centralized, organized way. Before using it, tracking issues and coordinating between development and IT support was inefficient and prone to miscommunication.
With JSM, we benefit from streamlined workflows, automated ticket routing, and clear visibility into SLA performance. This reduces response and resolution times, improves collaboration, and ensures critical incidents are addressed promptly. The integration with other Atlassian tools further enhances transparency and knowledge sharing, making our IT operations more proactive and reliable.
With JSM, we benefit from streamlined workflows, automated ticket routing, and clear visibility into SLA performance. This reduces response and resolution times, improves collaboration, and ensures critical incidents are addressed promptly. The integration with other Atlassian tools further enhances transparency and knowledge sharing, making our IT operations more proactive and reliable.
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