Jira Service Management
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933 reviews
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Powerful and flexible service management platform for teams of all sizes
What do you like best about the product?
Jira Service Management offers a seamless way to manage IT requests, incidents, and changes all in one platform. Its deep integration with Jira Software makes collaboration between development and support teams incredibly smooth. The ability to configure workflows, automation, and SLAs based on our internal processes is a huge plus. It’s very customizable, and we especially appreciate the way it links support tickets with related issues in real time.
What do you dislike about the product?
The learning curve can be steep for new users, especially when it comes to configuring advanced workflows or automation. The UI can also feel slightly overwhelming for non-technical users at first. Additionally, some integrations require separate add-ons or Atlassian Marketplace apps, which can add to the cost and setup complexity.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps streamline our internal IT support and incident management processes. With clear ticket tracking, SLAs, and automation, we can efficiently triage, prioritize, and resolve issues, improving both team productivity and end-user satisfaction. It also centralizes all service-related communication, ensuring transparency and accountability across teams.
Easy to Use and Reliable
What do you like best about the product?
“What I like best about Jira is how it brings transparency and structure to project management. The customizable dashboards and boards (Scrum or Kanban) make it easy to track tasks and progress at a glance. I especially value the ability to create workflows tailored to the team’s needs, which helps ensure consistency and accountability. The reporting and backlog management features are excellent for prioritization and sprint planning, and the integrations with tools like Confluence, Slack, and GitHub make collaboration seamless. Overall, Jira helps me keep projects on track while giving both the team and stakeholders real-time visibility.”
What do you dislike about the product?
“One challenge I’ve noticed with Jira Service Management is that the interface can feel a bit complex for new users, especially those not familiar with Jira. Configuring custom workflows and automation rules sometimes requires a steep learning curve, which can slow down adoption. Additionally, reporting dashboards could be more user‑friendly out of the box, since they often need customization to give stakeholders the right insights. That said, once the team is trained and workflows are set up properly, these issues are largely resolved, and the tool becomes very powerful.”
What problems is the product solving and how is that benefiting you?
“Jira Service Management helps solve the problem of unstructured IT requests and lack of visibility. Instead of handling issues through scattered emails or calls, all requests come into one centralized system where they can be tracked, prioritized, and assigned. For me, this ensures nothing gets missed and SLAs are consistently met. The automation rules reduce repetitive work, like categorizing or routing tickets, which saves time and allows me to focus on actual problem-solving. The built-in knowledge base integration also helps reduce repeat tickets, since users can find solutions themselves. Overall, it improves efficiency, accountability, and user satisfaction, while giving managers clear insights through reports and dashboards.”
Jira Service Management Review as an ITSM analyst for production management
What do you like best about the product?
Jira Service Management offers a clean, user-friendly UI for all agents and customers along with seamless integration capability with Jira software enabling smooth collaboration across the IT teams.It also offers very powerful customizable workflows with SLA tracking and allows users to automate rules for streamlined service.
What do you dislike about the product?
It takes considerable amount of time initially to setup, configure especially in complex project cases.It also demands individual to invest time and learn things
to understand the different workflows, admin functions, permission schemes and also to keep up with upcming product changes. It makes to feel costly with any additional add-ons.
to understand the different workflows, admin functions, permission schemes and also to keep up with upcming product changes. It makes to feel costly with any additional add-ons.
What problems is the product solving and how is that benefiting you?
Strealined ITSM processess(production events like Change, Incident, Release), easy integration plugins, easy cross collaboration across teams.
Efficient Ticket Management Across Clients
What do you like best about the product?
Jira is a project management and issue-tracking tool used to manage tickets across multiple clients. It supports custom workflows, issue types, permissions, and automation, making it ideal for tracking tasks, bugs, and service requests in software and IT teams.
What do you dislike about the product?
Nothing to dislike about the tool, using this tool can manage all tickets
What problems is the product solving and how is that benefiting you?
We were unable to track logs for all clients using Excel, but Jira has made this process much easier and more efficient.
A Powerful Tool for Streamlined IT and Support Management
What do you like best about the product?
What I like best about Jira Service Management is how seamlessly it helps manage IT support tickets through customizable workflows, automation, and SLAs. It improves visibility across teams and keeps everything well-organized in one place. The ability to integrate with other Atlassian products like Confluence and Jira Software adds a lot of value and streamlines collaboration between development and operations teams.
What do you dislike about the product?
Jira Service Management offers an intuitive and structured way to manage IT service requests, incidents, and changes. I especially appreciate the flexibility it gives in customizing workflows, SLAs, and automation rules. Its seamless integration with other Atlassian tools like Jira Software and Confluence makes collaboration across teams effortless. The built-in knowledge base and request portal really enhance the end-user experience too.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps streamline our entire IT service delivery process. It centralizes all support requests, incidents, and change approvals into a single, easy-to-manage platform. This reduces response and resolution times, ensures accountability through SLA tracking, and provides clear visibility into the workload of our IT team. It's also helped align our support and development teams thanks to deep integration with Jira Software, improving collaboration and reducing time to deploy fixes or updates.
Work management
What do you like best about the product?
Collaboration of all work streams in a platform
What do you dislike about the product?
Every team has similar format structure.
What problems is the product solving and how is that benefiting you?
Collaboration between teams in one platform and also tracking at same area
Efficient tool for streamlining support and collaboration
What do you like best about the product?
What I like most about Jira Service Management is how easy it makes it for me to track and manage different tasks and requests in one place. I find the real‑time updates and clear dashboards really helpful, and I like that it integrates well with other tools I use. It helps keep everything organized and makes collaboration smoother.
What do you dislike about the product?
Sometimes it can feel a bit complex at first, especially with so many settings and options. It takes some time to get fully comfortable using all the features.
What problems is the product solving and how is that benefiting you?
It helps me keep track of different requests, issues, and tasks all in one place. It makes it easier to prioritize what’s most important, collaborate with team members, and follow the progress until everything is resolved. This saves me time, reduces confusion, and helps ensure nothing gets missed which really improves the overall workflow and team productivity.
My Experience with Jira Service Management
What do you like best about the product?
Hands down, one of the things I appreciate the most about Jira Service Management is how easy it is to use. Even for someone not terribly technosavvy, the layout is easy to use and feels intuitive. It was easy to set up, too. The implementation was effortless, which was a relief. I also appreciate the fact that it provides a reasonable blend of features without being too much. Integration with other tools that i use, for example: Confluence and Slack..enhances our workflow. On top of that Jira customer support has always been responsive and provided me with the help i needed. I now use it almost every day because it is dependable and makes the handling of requests and incidents much simpler.
What do you dislike about the product?
One issue I have with Jira Service Management is that which we may term as complicated, at least for the new users. We put in a lot of effort in setting up advanced workflows or automations. Also the interface although functional is at times a bit of a mess and could do with some work to improve navigation and the over all feel of the product.
What problems is the product solving and how is that benefiting you?
Jira Service Management enables us to manage IT support and service request management from a single platform to track, prioritize, and resolve issues. It is now easier to track how long it takes to respond to requests, order fulfillment, cross-team collaboration, and insight into ticket statuses. With automation, integration with Slack, Confluence, and other platforms, processes become easier and faster. This automation has improved productivity, reduced support team and end users’ wait times, and improved service experiences.
I like the overall experience
What do you like best about the product?
What I like best about Jira Service Management is how it bridges the gap between IT operations and business teams. It enables better visibility, accountability, and collaboration—making service requests and incident responses more structured without slowing down the pace of work.
What do you dislike about the product?
One thing I dislike about Jira Service Management is that its interface can feel overwhelming for new users. With so many configurations and options, it sometimes adds complexity to simple tasks, requiring extra time to set up workflows or permissions properly.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps streamline request handling, incident management, and change control—all in one platform. It benefits me by centralizing communication, improving response times, and aligning IT and business teams. The transparency and automation reduce manual follow-ups and ensure tasks don’t fall through the cracks, ultimately enhancing overall productivity and accountability.
Jira allows you to log, track, assign, and resolve issues in a structured way.
What do you like best about the product?
1.You can define workflows that reflect your team’s processes
2. Supports ITIL processes like incident, problem, and change management.
3. Integrates with tools like Confluence, Bitbucket, GitHub, Slack, Jenkins, and more.
4. Dashboards, charts, and filters help track progress and identify bottlenecks.
Stakeholders can easily monitor ticket status and team performance.
2. Supports ITIL processes like incident, problem, and change management.
3. Integrates with tools like Confluence, Bitbucket, GitHub, Slack, Jenkins, and more.
4. Dashboards, charts, and filters help track progress and identify bottlenecks.
Stakeholders can easily monitor ticket status and team performance.
What do you dislike about the product?
Searching and loading dashboards can take time in big projects.
What problems is the product solving and how is that benefiting you?
SLA , SLI & SLO Management, Jira is useful because it centralizes issue tracking, improves visibility, supports workflow automation, and enhances team collaboration and accountability.
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