Jira Service Management
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Tech writers review
What do you like best about the product?
Easy to understand, has many features where other competitors are having less features
What do you dislike about the product?
There are no specific dislikes that we can talk about Jira Service Management.
What problems is the product solving and how is that benefiting you?
I use it daily for review, adding tasks
Jira for project management
What do you like best about the product?
It offers a powerful yet easy-to-use IT service desk with built-in SLA tracking, automation, and custom workflows. It integrates smoothly with development tools (like Jira Software), enabling faster incident resolution and better collaboration between IT and Dev teams. Its self-service portal and knowledge base also reduce ticket volume and improve user experience.
What do you dislike about the product?
There is nothing specifically to dislike jira tool
What problems is the product solving and how is that benefiting you?
1. Unorganized IT Requests
🔧 Problem: IT teams struggle with tracking, prioritizing, and resolving support tickets.
✅ Benefit: JSM centralizes requests in a structured, trackable system with SLAs and categories.
2. Slow Incident Response
🔧 Problem: Delayed resolution due to lack of coordination.
✅ Benefit: Integrates with DevOps tools, enabling faster incident escalation and resolution.
3. No Visibility into Workload
🔧 Problem: Hard to see who’s working on what.
✅ Benefit: Dashboards and queues show real-time workload and ticket status.
4. Manual Repetitive Tasks
🔧 Problem: Wasting time on approvals, assignments, and notifications.
✅ Benefit: Automation rules streamline workflows, saving time and reducing errors.
🔧 Problem: IT teams struggle with tracking, prioritizing, and resolving support tickets.
✅ Benefit: JSM centralizes requests in a structured, trackable system with SLAs and categories.
2. Slow Incident Response
🔧 Problem: Delayed resolution due to lack of coordination.
✅ Benefit: Integrates with DevOps tools, enabling faster incident escalation and resolution.
3. No Visibility into Workload
🔧 Problem: Hard to see who’s working on what.
✅ Benefit: Dashboards and queues show real-time workload and ticket status.
4. Manual Repetitive Tasks
🔧 Problem: Wasting time on approvals, assignments, and notifications.
✅ Benefit: Automation rules streamline workflows, saving time and reducing errors.
Great tool for managing cloud incidents and service requests effectively.
What do you like best about the product?
Jira Service Management is excellent for managing and prioritizing IT incidents. I love how it integrates with Datadog to automatically create tickets for anomalies. It helps streamline the response process by assigning tickets to the right teams and escalating Priority 1 issues quickly. The customizable workflows, real-time tracking, and collaboration with L2/L3 support teams make it a powerful and reliable tool.
What do you dislike about the product?
One downside is that the interface can feel a bit overwhelming for new users. Setting up custom workflows and automation rules requires some learning, especially without proper documentation. Additionally, performance can occasionally slow down when handling large ticket volumes or extensive filters.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps us manage IT incidents, service requests, and access issues efficiently. It centralizes our ticketing system, integrates seamlessly with Datadog to trigger alerts automatically, and ensures faster resolution of critical issues. This has significantly improved our response time, reduced system downtime, and helped maintain SLAs by assigning and tracking issues in real-time across L1, L2, and L3 support teams.
Streamlining IT Support with Jira Service Management: A Reliable Solution for Scalable Operations
What do you like best about the product?
We have been using Jira Service Management in our organization for IT support and internal service requests, and the experience has been quite good. It helps bring transparency and accountability across teams, especially with features like SLAs, custom workflows, and automation rules.
The integration with Jira Software and Zendesk is a big advantage, helping both technical and non-technical teams stay on the same page. Ticket tracking becomes seamless, and escalations are handled in a timely and structured manner.
There is a bit of a learning curve in the beginning, especially for new users and admins, but once it’s properly set up, it works very smoothly. Custom workflows and automation features really help in reducing manual efforts.
Overall, Jira Service Management is a dependable and scalable platform, especially suitable for mid to large-sized Indian companies looking to streamline their service operations and improve inter-team coordination.
The integration with Jira Software and Zendesk is a big advantage, helping both technical and non-technical teams stay on the same page. Ticket tracking becomes seamless, and escalations are handled in a timely and structured manner.
There is a bit of a learning curve in the beginning, especially for new users and admins, but once it’s properly set up, it works very smoothly. Custom workflows and automation features really help in reducing manual efforts.
Overall, Jira Service Management is a dependable and scalable platform, especially suitable for mid to large-sized Indian companies looking to streamline their service operations and improve inter-team coordination.
What do you dislike about the product?
While Jira Service Management is quite powerful, a few areas could be improved. The initial setup and customization can be complex, especially for teams without dedicated Jira admins. Some of the advanced configurations, like automation rules or custom SLAs, require a good understanding of the system.
Also, the user interface can feel slightly overwhelming for new users, and onboarding non-technical staff sometimes takes extra effort. Reporting and dashboard customization are decent but could be more intuitive for business users who want quick insights without depending on technical help.
Also, the user interface can feel slightly overwhelming for new users, and onboarding non-technical staff sometimes takes extra effort. Reporting and dashboard customization are decent but could be more intuitive for business users who want quick insights without depending on technical help.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps us streamline IT support, manage service requests efficiently, and ensure timely escalations. It also plays a key role in tracking product roadmap deliverables by aligning development and support teams. This improves cross-team collaboration, reduces manual follow-ups, and brings transparency to issue tracking. As a result, our response time has improved, and overall service delivery has become more organized and reliable.
Powerful and flexible service management platform for teams of all sizes
What do you like best about the product?
Jira Service Management offers a seamless way to manage IT requests, incidents, and changes all in one platform. Its deep integration with Jira Software makes collaboration between development and support teams incredibly smooth. The ability to configure workflows, automation, and SLAs based on our internal processes is a huge plus. It’s very customizable, and we especially appreciate the way it links support tickets with related issues in real time.
What do you dislike about the product?
The learning curve can be steep for new users, especially when it comes to configuring advanced workflows or automation. The UI can also feel slightly overwhelming for non-technical users at first. Additionally, some integrations require separate add-ons or Atlassian Marketplace apps, which can add to the cost and setup complexity.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps streamline our internal IT support and incident management processes. With clear ticket tracking, SLAs, and automation, we can efficiently triage, prioritize, and resolve issues, improving both team productivity and end-user satisfaction. It also centralizes all service-related communication, ensuring transparency and accountability across teams.
Easy to Use and Reliable
What do you like best about the product?
“What I like best about Jira is how it brings transparency and structure to project management. The customizable dashboards and boards (Scrum or Kanban) make it easy to track tasks and progress at a glance. I especially value the ability to create workflows tailored to the team’s needs, which helps ensure consistency and accountability. The reporting and backlog management features are excellent for prioritization and sprint planning, and the integrations with tools like Confluence, Slack, and GitHub make collaboration seamless. Overall, Jira helps me keep projects on track while giving both the team and stakeholders real-time visibility.”
What do you dislike about the product?
“One challenge I’ve noticed with Jira Service Management is that the interface can feel a bit complex for new users, especially those not familiar with Jira. Configuring custom workflows and automation rules sometimes requires a steep learning curve, which can slow down adoption. Additionally, reporting dashboards could be more user‑friendly out of the box, since they often need customization to give stakeholders the right insights. That said, once the team is trained and workflows are set up properly, these issues are largely resolved, and the tool becomes very powerful.”
What problems is the product solving and how is that benefiting you?
“Jira Service Management helps solve the problem of unstructured IT requests and lack of visibility. Instead of handling issues through scattered emails or calls, all requests come into one centralized system where they can be tracked, prioritized, and assigned. For me, this ensures nothing gets missed and SLAs are consistently met. The automation rules reduce repetitive work, like categorizing or routing tickets, which saves time and allows me to focus on actual problem-solving. The built-in knowledge base integration also helps reduce repeat tickets, since users can find solutions themselves. Overall, it improves efficiency, accountability, and user satisfaction, while giving managers clear insights through reports and dashboards.”
Jira Service Management Review as an ITSM analyst for production management
What do you like best about the product?
Jira Service Management offers a clean, user-friendly UI for all agents and customers along with seamless integration capability with Jira software enabling smooth collaboration across the IT teams.It also offers very powerful customizable workflows with SLA tracking and allows users to automate rules for streamlined service.
What do you dislike about the product?
It takes considerable amount of time initially to setup, configure especially in complex project cases.It also demands individual to invest time and learn things
to understand the different workflows, admin functions, permission schemes and also to keep up with upcming product changes. It makes to feel costly with any additional add-ons.
to understand the different workflows, admin functions, permission schemes and also to keep up with upcming product changes. It makes to feel costly with any additional add-ons.
What problems is the product solving and how is that benefiting you?
Strealined ITSM processess(production events like Change, Incident, Release), easy integration plugins, easy cross collaboration across teams.
Efficient Ticket Management Across Clients
What do you like best about the product?
Jira is a project management and issue-tracking tool used to manage tickets across multiple clients. It supports custom workflows, issue types, permissions, and automation, making it ideal for tracking tasks, bugs, and service requests in software and IT teams.
What do you dislike about the product?
Nothing to dislike about the tool, using this tool can manage all tickets
What problems is the product solving and how is that benefiting you?
We were unable to track logs for all clients using Excel, but Jira has made this process much easier and more efficient.
A Powerful Tool for Streamlined IT and Support Management
What do you like best about the product?
What I like best about Jira Service Management is how seamlessly it helps manage IT support tickets through customizable workflows, automation, and SLAs. It improves visibility across teams and keeps everything well-organized in one place. The ability to integrate with other Atlassian products like Confluence and Jira Software adds a lot of value and streamlines collaboration between development and operations teams.
What do you dislike about the product?
Jira Service Management offers an intuitive and structured way to manage IT service requests, incidents, and changes. I especially appreciate the flexibility it gives in customizing workflows, SLAs, and automation rules. Its seamless integration with other Atlassian tools like Jira Software and Confluence makes collaboration across teams effortless. The built-in knowledge base and request portal really enhance the end-user experience too.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps streamline our entire IT service delivery process. It centralizes all support requests, incidents, and change approvals into a single, easy-to-manage platform. This reduces response and resolution times, ensures accountability through SLA tracking, and provides clear visibility into the workload of our IT team. It's also helped align our support and development teams thanks to deep integration with Jira Software, improving collaboration and reducing time to deploy fixes or updates.
Work management
What do you like best about the product?
Collaboration of all work streams in a platform
What do you dislike about the product?
Every team has similar format structure.
What problems is the product solving and how is that benefiting you?
Collaboration between teams in one platform and also tracking at same area
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