Jira Service Management

The platform's ease of use provides for an intuitive and modern interface that lowers the barrier of entry for both the agent and end-users. This was a significant improvement from our previous ITSM provider. The clean user experience has encouraged adoption from outside IT to other parts of the business. For teams already deeply embedded in the Jira environment, the native integrations are a significant improvement, as it allows for a user endpoint to submit requests, but being able to work with filters, the teams dont have to change their workflow as Jira Service Management tickets can be brought to already existing Jira Kanban boards. Lastly, the powerful automation features from Jira Automation is extended to Jira Service Management, allowing for the creation of sophisticated, low-code rules that drive operational velocity and reduce our manual overhead.

Strong integration between Jira and Confluence Highly customizable workflows, schemes & request types Love the automations & SLA tracking Finally good reporting & dashboards. Takes time to built but its worth it

Powerful automation engine - native automation capabilities allow us to eliminate repetitive manual tasks, auto-route tickets, trigger approvals, enforce SLAs, and integrate with other systems Highly customizable workflows - flexibility to design and modify workflows for each request type Strong integration ecosystem - seamless integration with other Atlassian products and third-party tools, combined with robust dashboards and reporting

One of the main problems with JSM is the limitation of doing customization through the API, it restricts a lot of behavior that is needed to tailor the platform for the requirements set by the enterprise. This often forces us to look for outside solutions to bridge those gaps. Another frustrating trend is the deprecation of established features from previous versions, whether it's the API or main features. Removing such functional tools was integral to our workflow and created unnecessary tech debt that was additionally hampered by having to manually configure it due to the lack of API options. Lastly, when looking at problems other users have had, there are a lot of long-standing feature requests that stay unaddressed, leaving persistent glaring gaps in the product's core logic. Essential needs like missing the team field within JSM Dashboards make it harder to keep everything within Atlassian. They have been adding new features like the Assets Dashboard, but it needs to be more expansive and more versatile before being able to use the tools provided more willingly.

Administration can get complex beyond the basic ones & would require specialized knowledge & training. Out of the box reporting is limited and requires additional plug-ins. Also, licensing can get expensive & there were price hikes recently

Reporting limitations out of the box - advanced reporting requires additional configuration, marketplace apps, or external BI tools Complexity as the environment scales - Administration can become complex as you grow and scale Pricing and add on costs - some advanced capabilities incur additional cost