Name: Jira Service Management
Rating: 4.5 (1468 reviews)

Overview

Product Information on Jira Service Management

Updated 13th October 2025

What is Jira Service Management?

Jira Service Management is a software designed to facilitate IT service management by enabling teams to manage requests, incidents, problems, changes, and asset configurations within a single platform. The software provides features such as customizable workflows, automation of routine tasks, integration with other tools, and real-time reporting to support efficient service delivery. It aims to help businesses improve collaboration between IT, development, and operational teams, streamline service request resolution, and maintain compliance with organizational processes. Jira Service Management supports ticketing, knowledge base management, and performance measurement to address challenges related to service desk operations and ensure alignment with business requirements.

Overall experience with Jira Service Management

Manager, Customer Service And Support

<50M USD, IT Services

FAVORABLE

“Solid ITSM platform if you're already in the atlassian world, just plan your setup carefully”

4.0

Apr 15, 2026

I've been using JSM for a while now, and overall it's been a solid experience. It's not without its quirks, but for an ITSM tool that sits inside the Atlassian ecosystem, it does the job well and the team has largely adapted to it

Director of IT

50M - 250M USD, Finance (non-banking)

CRITICAL

“Frequent Price Increases and No Discounts Impacting Long-Term Use of JSM”

3.0

Apr 20, 2026

JSM is a great tool, lots of tweaks, not easy to manage and a full man job to manage, overall it does what they say it does, problem is the billing and the price increase policy that makes is it impossible to keep for many years. ZERO discount on long term customers and a fixed 10% increase year after year. Licenses subscription tiers of 200 is to much to increase 10% to 20% user usage per year.

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

http://www.atlassian.com/

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User Sentiment About Jira Service Management

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Jira Service Management Likes & Dislikes

Honestly, the thing that stands out the most is how well it connects with Jira Software. Our dev and ops are finally on the same page because everything flows between JSM and Jira without the usual back and forth. The queues and automation rules have saved us a ton of manual work; stuff that used to require someone to follow up now just happens on its own The AI features have been a pleasant surprise too; the virtual agent handles a decent chunk of L1 queries so the team can focus on stuff that needs human attention

the amount of automations together with Rovo makes it a very powerfull tool

The automation engine's ability to sync fields between service tickets and development tasks is a standout. I've set it up to auto-sync fields between service tickets and development tasks, ensuring analysis notes carry over instantly. This eliminates manual copy-pasting and ensures developers always have the correct business context without me needing to chase them.

The reporting and dashboard side of things is still not great. Like I can get the data, but making it look presentable for leadership usually means exporting and rebuilding elsewhere. Also, the portal customization is pretty limited; customers often ask if we can make it look less generic and there's only so much you can do Pricing can get uncomfortable as you scale too; adding agents starts to feel expensive fairly quickly

business model is terrible, no discounts and fixed price increase of 10% per year is crazy.

The lack of threaded comments is a major pain point. On complex tickets, mentions and technical clarifications quickly become a disorganized wall of text. It's difficult to track specific conversations, forcing me to scroll through dozens of updates just to find one critical requirement.

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<50M USD

IT Services

Review Source

Solid ITSM platform if you're already in the atlassian world, just plan your setup carefully

IT Associate

Software

Effective AI assistant for support teams to triage tickets and draft responses faster, with limitations in complex case handling.

5.0

Apr 25, 2026

JSM is my primary tool for managing the flow of information between our end-users and the development team. It has replaced our fragmented feedback loops with a unified system that ensures no critical user requirement falls through the cracks during the transition to the dev backlog.

HEAD OF CUSTOMER SUCCESS

50M-1B USD

Hardware

Community Support Valued But Customer Portal Features Seen As Lacking For End Users

May 5, 2026

Works as expected and there's plenty of information on the community forums to use for tweaks and improvements. New features are coming in as well, not necessarily always fitting our particular needs but oftentimes still worthy of exploring.

1B-10B USD

User Friendly and Scalable Solution for Managing IT and HR Service Requests

Apr 22, 2026

It has helped us streamline our IT support and HR request processes by providing a structured platform. This improves visibility and response time across teams.

Senior Engineering Manager

Advanced Workflow Features Meet Usability Limitations In Jira Service Management

Apr 19, 2026

Jira Service Management has been a reliable platform for managing support requests, incidents and workflows in a structured way. It works well for visibility, assignment and tracking, especially when the team needs cross functional coordination. The main gaps are usually around configuration complexity, process overhead for non-technical users and the time needed to tune workflows well for large teams.