Review Summary
See a synthesized overview of the key takeaways from verified reviews of Jira Service Management.
Overview
Product Information on Jira Service Management
Updated 13th October 2025
What is Jira Service Management?
Jira Service Management Pricing
Overall experience with Jira Service Management
Software Developer
<50M USD, IT ServicesFAVORABLE
“Ticket Handling and Team Communication Enhanced, But Initial Setup Proves Challenging”
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.
IT Services Associate
<50M USD, IT ServicesCRITICAL
“Reliable ITSM solution with strong core features, but some areas need improvement for advanced use.”
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.
About Company
Company Description
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
Company Details
Company type
Public
Year Founded
2002
Head office location
Sydney, Australia
Number of employees
10001+
Website
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- Software Developer<50M USDIT ServicesReview Source
Ticket Handling and Team Communication Enhanced, But Initial Setup Proves Challenging
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. - Platform Developer<50M USDIT ServicesReview Source
Jira Simplifies Complex Team Tasks but Can Pose Setup and Usability Challenges
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. - IT Associate10B+ USDEnergy and UtilitiesReview Source
Seamless Atlassian Integration Benefits Offset by API and Dashboard Constraints
My experience with Jira Service Management has been largely positive thanks to its impressive balance of high-level ease of use and modern UI. For organizations like mine that are already deeply embedded in the Atlassian ecosystem, the native integration between JSM and Jira Software is a significant force multiplier, creating a seamless flow of information between IT Operations and Development. This unified environment has made it much easier for teams to work together on solving problems and improve the ticket-raising experience for our end-users, making it an excellent choice for teams seeking a high-velocity ITSM solution. However, the platform becomes increasingly inflexible at a granular level, significantly regarding the "Team" field, which represents a significant reporting gap that makes extracting team-level performance metrics unnecessarily difficult. - IT Services Associate<50M USDIT ServicesReview Source
Automation Features Streamline Service Requests but Setup Complexity Challenges New Users
It is a reliable tool for handling service requests, incidents and internal support processes and it helps keep everything organized in one place. The automation features save a lot of time by reducing manual work. I also like how smoothly it integrates with other tools from Atlassian which makes collaboration between teams much easier. The initial setup can be a bit confusing, especially if you're new to the platform, and it can feel slightly slow when working with a large amount of data. Overall it is a solid and dependable solution for teams looking to streamline their service management processes - Manager, Project Management1B-10B USDIT ServicesReview Source
Enhanced Collaboration With Jira Service Management Faces Minor Integration Challenges
Before using Atlassian, I faced several challenges in managing the project work smoothly. Requirements were scattered across platforms and documents, which often caused confusion since there wasn't a single source of truth. Tracking team communications, updates and statuses were a big headache for teams like us in project management. But Jira Service Management (JSM) completely changed the game for us. The contract finding, implementation, sign-up and training on the tools were as smooth as butter. We are now able to do things in much less effort and time which has enhanced our productivity. We now have a single source of truth for cross-functional teams to collaborate and play our parts more diligently across domains. Overall, we are now able to track metrics using dashboards, communicate using a single ticket and review tasks and set timelines which can be followed by each and every individual who is working on the particular project. Hence, I can say with utmost sincerity that JSM has improved our ability to deliver on time and within budget. That's why this is a 5 star rated product for us.
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