I have been using JIRA Service Management for three years with our JIRA vendor.
Jira Service Management
AtlassianExternal reviews
933 reviews
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Best Ticketing System Ever Created
What do you like best about the product?
Customizable Workflows and Automation
Seamless Integration with Jira and Development Tools
User-Friendly Self-Service Portal
User-Friendly Self-Service Portal
Advanced Incident and Problem Management
Asset and Configuration Management
Seamless Integration with Jira and Development Tools
User-Friendly Self-Service Portal
User-Friendly Self-Service Portal
Advanced Incident and Problem Management
Asset and Configuration Management
What do you dislike about the product?
Dislikes about Jira Service Management commonly include its steep learning curve and complex interface, which can overwhelm new or non-technical users. Users also report dependence on plugins for advanced features, limited customization options in some areas, and occasional poor customer support experiences. Additionally, some find reporting capabilities basic and the pricing potentially expensive as the team grows. These factors can make onboarding and full utilization challenging in certain environments.
What problems is the product solving and how is that benefiting you?
Jira Service Management solves problems like scattered requests, inefficient workflows, and slow incident resolution by centralizing requests in one platform with automated workflows and AI-driven self-service. This improves service desk productivity, reduces ticket volumes, and boosts collaboration across IT and business teams. The benefits include faster issue resolution, enhanced customer and employee satisfaction, significant cost savings, and improved visibility into service processes, enabling data-driven decisions and continuous improvement.
Good Software for Ops Management
What do you like best about the product?
Jira has built a great software which helps internal and external stakeholders to connect, review and improvise customer relations
What do you dislike about the product?
UI is a bit complicated and seems a bulky SaaS
What problems is the product solving and how is that benefiting you?
It has all the necessary fields, customisation and is all pervasive for any field of business
Suites and supports business operations goal flawlessly
Suites and supports business operations goal flawlessly
Great tool for managing product
What do you like best about the product?
Raising and tracking product requests, features, bugs.
We can collaborate effectively on jira and track status updates and comments
Managing documents through confluence integration.
We can collaborate effectively on jira and track status updates and comments
Managing documents through confluence integration.
What do you dislike about the product?
User interface for Jira can be improved significantly.
Finding the tickets and boards can be more effective and personalised.
Finding the tickets and boards can be more effective and personalised.
What problems is the product solving and how is that benefiting you?
Managing and tracking the product features, change requests
Automated ticket assignment at various stages of ticket. Our product lifecycle has shortened by 20% with the help of Jira
Automated ticket assignment at various stages of ticket. Our product lifecycle has shortened by 20% with the help of Jira
Valuable Tool, Needs Improvement for Non-Technical Users
What do you like best about the product?
I find Jira Service Management to be very helpful, especially over the last two years for my work, projects, and internship tasks. It stands out as the most valuable service management tool compared to others. I appreciate its ease of use, particularly the API creation platform, which is quite useful for me. I also believe it will be beneficial in the future, which is why I would consider purchasing it again.
What do you dislike about the product?
I find that Jira Service Management has some limitations in terms of its features, especially in comparison to other service management platforms. There are limited features and plugins available, which restricts my ability to customize and improve my workflow. Additionally, while some professionals can navigate the platform comfortably, non-technical users might find it challenging due to its technical complexity. The platform could be improved to cater more to non-technical users. Also, enhancing customer and employee interaction features would significantly improve the platform.
What problems is the product solving and how is that benefiting you?
I find Jira Service Management beneficial for my projects and internships, providing support for lectures, hackathons, and its useful API creation platform.
"Streamlined IT Support with Great Customization Options"
What do you like best about the product?
Jira Service Management offers excellent integration with other Atlassian products and provides powerful workflow customization options. It helps streamline IT support processes with automation rules, SLAs, and real-time collaboration tools. The intuitive interface for managing tickets and incidents improves team efficiency and tracking.
What do you dislike about the product?
The initial setup can be complex for new users, especially when configuring custom workflows or automations. Additionally, performance can slow down slightly with very large datasets or projects. The pricing model can also be a bit high for smaller teams.
What problems is the product solving and how is that benefiting you?
Jira Service Management has helped us streamline our IT service desk operations by centralizing ticket tracking and resolution workflows. It has improved visibility into service requests, increased accountability through automated task assignments, and significantly reduced response and resolution times. The platform’s integration with other Atlassian tools has made collaboration across teams more efficient and transparent.
User values automation and integration while appreciating improvements in service management
What is our primary use case?
What is most valuable?
The functionality has been particularly useful for our needs. The automated workflows have helped streamline our IT processes.
JIRA Service Management's integration capabilities with IT workflows have proven to be straightforward.
What needs improvement?
There is potential for improvement in incorporating AI tools for JIRA stories. We have many AI tools such as ChatGPT, Perplexity, and Gamma for PowerPoint presentations. We need to consider which AI tool would be most suitable for our project.
For how long have I used the solution?
I have been working with JIRA Service Management for three years.
What do I think about the stability of the solution?
The stability of the product rates at seven out of ten.
What do I think about the scalability of the solution?
The scalability aspect is rated as simple.
How are customer service and support?
The technical support from Atlassian rates at five out of ten.
How would you rate customer service and support?
Positive
Which other solutions did I evaluate?
We utilize SLA management tools for maintaining client satisfaction. The analytics tools in JIRA Service Management assist with service performance monitoring.
What other advice do I have?
Currently, we are consuming data from the Global Data Platform, which collects data from Kafka streaming applications. We work with Microsoft technologies, specifically Azure ADF, for automating pipelines and consuming data from Databricks using notebooks.
We use Azure AD for authorization through AZD accounts. For sprint planning, everything is managed through JIRA. We create JIRA stories every fortnight, assign points to each story, and share with the team the number of points to work on. The entire project follows agile methodology using JIRA boards for daily work purposes.
I would rate JIRA Service Management 9 out of 10.
Jira Service Management ticket
What do you like best about the product?
Jira Service Management provides a centralized platform where our Access Management and Information Security team at Capillary can efficiently manage requests, incidents, and approvals. The integration with automation rules and custom workflows helps us reduce turnaround time, maintain compliance, and keep a clear audit trail for all access-related changes.
What do you dislike about the product?
While Jira Service Management works very well for our needs at Capillary, there’s room to make the interface even more intuitive for new users and to further streamline bulk request handling. These enhancements would make an already strong platform even more efficient for high-volume teams like ours.
What problems is the product solving and how is that benefiting you?
At Capillary, Jira Service Management helps us streamline access requests, incident tracking, and change approvals across multiple applications like Okta, Files.com, Databricks, and our in-house platforms. By centralizing these processes, we’ve improved turnaround time, reduced manual follow-ups, and maintained a clear audit trail for compliance. It also gives our team better visibility into request status, helping us prioritize and resolve issues faster
Jira Service Management Review
What do you like best about the product?
It was very smooth integration with Jira Software and strong automation features, and clear SLA tracking make service management efficient and transparent
What do you dislike about the product?
It setup and customization can be complex, and also reporting could be more user-friendly
What problems is the product solving and how is that benefiting you?
It centralise requests, incidents, and gives in one platform, cutting edge response time and improving team collaboration. Automated workflows and SLA tracking keep us proactive instead of reactive , very helpfull
An Excellent Tool for Daily Tasks
What do you like best about the product?
The portal makes it simple for staff members to submit requests, and the appropriate team is notified promptly. Setting priorities, monitoring real-time updates, and collaborating with other departments on the same ticket are all possible. By automatically allocating tickets and delivering updates, automation saves time, and the complete request history aids in reporting.
What do you dislike about the product?
Some training is required because the UI may initially seem a little daunting to new users. Additionally, it might be slow because minor modifications to forms or workflows frequently call for administrator access.
What problems is the product solving and how is that benefiting you?
For improved monitoring, reporting, and process optimization, Jira Service Management centralizes all requests, automatically assigns them to the appropriate team, and maintains a complete history.
Jira Service Management: The Modern Service Desk
What do you like best about the product?
Jira is an excellent and widely used tool for managing projects and tickets because it provides a comprehensive and highly customizable platform that can be adapted to fit almost any team or organizational workflow. It goes far beyond a simple to-do list, acting as a central hub for planning, tracking, and collaborating on all work. We have easily implemented the with our external client.
What do you dislike about the product?
There is nothing to dislike about this tool.
What problems is the product solving and how is that benefiting you?
We had difficulties while tracking the tickets and Jira comes in to play to help us track the tickets in timely
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