Jira Service Management
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Best ticking tool
What do you like best about the product?
I used jira as a ticking tool in my organization it's very easy and understanding interface
What do you dislike about the product?
Nothing to dislike everything is fine and good.
What problems is the product solving and how is that benefiting you?
User onboarding and de boarding
Jira Service Management
What do you like best about the product?
JSM is designed to solve the problem of managing service requests, incidents, problems, changes and assets across various departments (especially IT,HR, facilities, etc)in a centralised, structured and trackable way.
What do you dislike about the product?
Users often find its initial setup and customization overly complex, especially for smaller teams or those with specific needs. The interface can feel clunky and navigation can be difficult, leading to wasted time trying to find the right tools and settings. Additionally, some users find the reporting features and out-of-the-box dashboard widgets lack the depth or intuitiveness they need for quick insights.
What problems is the product solving and how is that benefiting you?
service requests, automating workflows, and improving collaboration across teams. It benefits organizations by streamlining service delivery, increasing efficiency, and ultimately enhancing customer and employee satisfaction.
Robust ITSM Platform with Deep Customization and Atlassian Synergy
What do you like best about the product?
I value Jira Service Management’s seamless integration with the broader Atlassian ecosystem. It’s highly configurable, which allows us to tailor workflows, SLAs, and automation rules to fit even the most complex organizational needs. The native support for ITIL practices, along with features like asset and configuration management via Assets (formerly Insight), make it a complete solution for both IT and enterprise service management. Its intuitive queue system, customizable request types, and strong reporting capabilities enable teams to deliver responsive and measurable support.
What do you dislike about the product?
While powerful, JSM’s flexibility can come at the cost of a steep learning curve for new admins or non-technical stakeholders. Some out-of-the-box experiences, like dashboard visualization or knowledge base linking, could be more user-friendly without requiring additional apps or Confluence licensing. Also, performance can occasionally lag for larger instances or complex workflows, especially without proper governance. Pricing tiers and app dependencies can also become a consideration as the environment scales.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps solve the challenge of siloed communication and fragmented service processes across IT and business teams. By centralizing request intake, automating repetitive tasks, and enforcing consistent workflows, it improves visibility, accountability, and response times. For us at Sprinkle, this means faster resolution of incidents, more reliable change management, and better alignment between service teams and business stakeholders.
The integration with tools like Jira Software and Confluence ensures seamless collaboration between development and operations (DevOps), while the asset management capabilities help maintain a clear picture of infrastructure dependencies. Ultimately, it allows us and our clients to scale service operations efficiently while maintaining control and compliance.
The integration with tools like Jira Software and Confluence ensures seamless collaboration between development and operations (DevOps), while the asset management capabilities help maintain a clear picture of infrastructure dependencies. Ultimately, it allows us and our clients to scale service operations efficiently while maintaining control and compliance.
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.
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.
Best tool for incident management
What do you like best about the product?
It features a robust notification system that keeps all stakeholders informed via in-app, email, and mobile app channels. It clearly highlights ticket edits by showing what was changed and the previous values, while also maintaining a complete history of events from ticket creation to closure. The interface is intuitive and user-friendly.
What do you dislike about the product?
Nothing as such. The UI and font of the recent upgrade is bad. Last one was better.
What problems is the product solving and how is that benefiting you?
Bugs, feature requests, stories, tasks.
Best in the industry up until now
What do you like best about the product?
Jira Service Management by Atlassian is one of the most powerful and flexible IT service management (ITSM) tools available today. It’s widely used by teams of all sizes—from startups to large enterprises—to manage internal service requests, incidents, changes, and more.
Seamless Integration with Jira Software
Customizable Workflows
Seamless Integration with Jira Software
Customizable Workflows
What do you dislike about the product?
Automate repetitive tasks like ticket assignment, status updates, or notifications, saving time and reducing manual effort.
5. Powerful SLAs & Reporting
Track performance against SLAs, identify bottlenecks, and improve service delivery with strong reporting and dashboards.
6. Scalable for Growth
Whether you’re a small team or a large enterprise, Jira Service Management can scale to support complex service operation
5. Powerful SLAs & Reporting
Track performance against SLAs, identify bottlenecks, and improve service delivery with strong reporting and dashboards.
6. Scalable for Growth
Whether you’re a small team or a large enterprise, Jira Service Management can scale to support complex service operation
What problems is the product solving and how is that benefiting you?
7. Built-in ITIL Support
Comes with support for key ITIL processes like incident, problem, change, and asset management.
8. Marketplace Apps
Thousands of integrations and add-ons from the Atlassian Marketplace make it even more powerful and tailored to your needs.
Comes with support for key ITIL processes like incident, problem, change, and asset management.
8. Marketplace Apps
Thousands of integrations and add-ons from the Atlassian Marketplace make it even more powerful and tailored to your needs.
Amazing services - Jira Service Management (JSM)
What do you like best about the product?
Amazing - Jira Service Management (JSM) offers a robust and flexible platform for managing service requests, incidents, problems, and change management processes. Its seamless integration with Jira Software and Confluence enables effective collaboration between IT, DevOps, and business teams.
What do you dislike about the product?
Nothing as such- amazing product and its services
What problems is the product solving and how is that benefiting you?
Jira Service Management (JSM) offers a robust and flexible platform for managing service requests, incidents, problems, and change management processes. Its seamless integration with Jira Software and Confluence enables effective collaboration between IT, DevOps, and business teams.
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