Atlassian Reviews, Ratings & Features 2026 | Gartner Peer Insights

Gartner defines IT service management (ITSM) platforms as software that offers workflow management and automation for organizations to deliver, operate, improve and govern IT-enabled services. ITSM platforms provide a system of record for ITSM practices, including request, incident, problem, change, knowledge, service level and configuration management. Typically offered as SaaS, some ITSM platforms are also available for on-premises deployments as per organizational needs. Heads of infrastructure and operations (I&O) use ITSM platforms to continually improve the services they deliver. ITSM platforms address the problems of uncoordinated and inconsistent handling of technology-related tasks, helping to reduce operational risks, eliminate inefficiencies, and prevent business disruptions. By capturing, tracking, and reporting on service-related activities across the technology estate, the platform serves as a unified system of record for ITSM actions, enabling teams to establish clear ownership and ensure that decisions and outcomes are fully traceable. ITSM platforms boost teams’ efficiency by automating processes, streamlining decision making and providing seamless integration with third-party applications. These platforms enhance the end-user experience and help IT services remain agile and aligned with business goals. Heads of I&O increasingly rely on these products to support digital business transformation beyond IT.

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Find the top IT Service Management Platforms with Gartner. Compare and filter by verified product reviews and choose the software that’s right for your organization.

IT Service Management Platforms

Jira Service Management

Atlassian

Platform Developer

In relation to the use of Jira Service Management, our primary purpose included task tracking, enhanced collaboration and visibility.
In my personal view, Jira has proven useful when working in team-dependent environments that rely on collaborative efforts from multiple teams. This platform makes it easy for organizations to track projects and monitor the progress of individual tasks and sprints. In addition, it helps to establish responsibility among members of a team.
One of the features that I fouund most useful in Jira includes its capacity to integrate with different systems as well as provide flexible workflow management. In particular, dashboards and reports have improved visibility and productivity.
Despite being beneficial in a variety of ways, Jira requires some learning time. For instance, establishing and configuring work processes and permission levels within an organization can be quite a tedious task initially. Nonetheless, once everything has been established properly, Jira makes life easier.

<50M USD

50M - 250M USD

250M - 500M USD

500M - 1B USD

1B - 3B USD

3B - 10B USD

30B + USD

Gov't/PS/ED <5,000 Employees

10B - 30B USD

Gov't/PS/ED 5,000 - 50,000 Employees

Gov't/PS/ED 50,000 + Employees

IT Services Associate

Jira Service Management has served me well, in general. I find that it excels in managing incidents. and service requests, and the application itself is reliable when it is configured correctly. However, some functionalities, such as automation and data management, are inflexible compared to what I was expecting. Nevertheless, it does integrate well with other Atlassian applications, which makes it easier to work within an organization.

Software Developer

Firstly, I would suggest this product mainly to the organizations who are looking to use ITSM platform in their organization who have Atlassian products in usage and not only for them but for others who are looking for easy tracking of tickets and reporting with a good and standard scalable ITSM platform.

My overall experience using this product is very good and it provides excellent ticket handling and tracking which helps a lot to the teams to co-ordinate and it improves overall communication between teams and helps our work done faster and reduces the load of manual tracking of requests and all. Also, based on the ticket it automatically assigns to the respective teams is what a great feature. Also, the main part is that we can integrate this with other Atlassian tools which helps our work go easier and faster and less ambiguity between teams. I would also say it drastically reduces the response time for the tickets and provides tracking support and efficient assignment of tickets which helped in reducing time and also complexity to understand and assign the issue and centralized tracking helps clean audit and with that it helps orgs in faster operations yet powerful resolutions. Coming to the negatives, as someone who is using it initially I found it difficult to use like where to do what and how it works. But once we know then we can easily use it and the magic begins then. Worth the training to use the best product. I would rate 4.3 out of 5 for this. Deployment objectives include a centralized platform to manage tickets and mainly for structured and visible ticket handling for IT operations and for better auditing of issues and their resolutions.

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Hornbill

Atlassian's mission is to unleash the potential of every team. We make agile & DevOps, IT service management and work management software to help teams organize, discuss, and complete shared work. Over 300,000 companies of all sizes worldwide rely on Atlassian to help their teams work better together and deliver quality results on time

We're a team of 7000+ Atlassians supporting an international group of 250,000+ customers. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned. 

Atlassian is a company structured around a vast team of more than 7000 individuals who tirelessly work towards developing innovative tools such as Jira, Confluence, Bitbucket, and Trello. The core objective of Atlassian rests in making global teams more agile, inventive, and coordinated by leveraging these tools.

Reviews

Ratings Overview

Overall experience with

Favorable Review

Ticket Handling and Team Communication Enhanced, But Initial Setup Proves Challenging

Critical Review

Reliable ITSM solution with strong core features, but some areas need improvement for advanced use.

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