Overview
Product Information on Jira Service Management
What is Jira Service Management?
Jira Service Management Pricing
Overall experience with Jira Service Management
“Seamless Atlassian Integration Benefits Offset by API and Dashboard Constraints”
“Jira Service Management Streamlines IT Operations overweighs the Complexity and Cost Concerns”
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
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Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
User Sentiment About Jira Service Management
Reviewer Insights for: Jira Service Management
Deciding Factors: Jira Service Management Vs. Market Average
Performance of Jira Service Management Across Market Features
Jira Service Management Likes & Dislikes
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
What I like most is how fast you can get it up and running with admins who know what they're doing. JSM can be customized in a seemingly infinite number of way, but if you have the right admins in place, building out JSM projects is a straight forward process. If this means getting your company's customer support desk up and running, time is money. The ease of implementation is one of the things I like most.
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
Sometimes you can only get certain features through marketplace apps. There are a few features that I would love to see such as automating Change communications to customers and being able to customize Incident communications more than the current set up allows. Of course you can get these with added marketplace plugins, but that comes at an extra cost.
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Peer Discussions
Jira Service Management Reviews and Ratings
- 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. - Director of Operations<50M USDSoftwareReview Source
Frequent Feature Updates and Customization Define Atlassian Cloud Experience
Atlassian is a company that is always innovating and challenging the status quo. Ever since switching to Cloud, I've been pleasantly surprised at how often new features are available. I highly value their support model which makes getting support with your products incredibly easy. The products they make are developed with teamwork in mind, and that's just what you get when you buy into the ecosystem. How you use the products and manage them is then on you. - Director of IT50M-1B USDSoftwareReview Source
A Powerful, Scalable ITSM platform with Strong Automation and Flexibility
Jira Service Management has been a great tool for supporting our ITSM processes and driving automation. It provides strong structure around incident, problem, and change management, while offering the flexibility to customize workflows to our needs. We have found it reliable, scalable, and effective for improving operational efficiency. - It Manager50M-1B USDBankingReview Source
Jira Service Management Streamlines Ticket Tracking But Faces Usability Challenges
My experience with Jira Service Management has been positive overall. The platform make it easy to submit and track requests, provieds clear communication, and keeps progress transpraent. Although some areas could be more intuitive or faster, it remains an effective tool for managing support and collaboration effectively overall. - Data Analyst50M-1B USDIT ServicesReview Source
Centralized Platform Increases Operational Efficiency and Team Collaboration With JSM
JSM has evolved the way we work at my company. In the past, we didn't have a centralized location for all support related requests, which made tracking and prioritization difficult. With JSM, we've been able to streamline workflows, standardize processes across teams, and centralize parts of our operations in one platform. It has improved visibility, collaboration, and overall efficiency. Overall, the experience has been very positive.