JIRA Service Management Reviews

Name: JIRA Service Management
Brand: Atlassian
Rating: 4.1 (80 reviews)

Vendor: Atlassian

4.1 out of 5

80 reviews
93% willing to recommend

3,219 followers

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What is JIRA Service Management?

JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:

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JIRA Service Management is the #2 ranked solution in top Help Desk Software and top IT Service Management (ITSM) solutions. PeerSpot users give JIRA Service Management an average rating of 8.2 out of 10. Based on the analysis of the 80 most recent JIRA Service Management reviews, the overall sentiment is positive, with a sentiment score of 6.9. JIRA Service Management is most commonly compared to ServiceNow: JIRA Service Management vs ServiceNow. JIRA Service Management is popular among the large enterprise segment, accounting for 58% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 19% of all views.

Buyer's Guide

JIRA Service Management

November 2024

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Featured reviews

Shambuling-Doni

Sr Manager IT at L&T Technology Services

The search function could be improved. We have to search a certain way. There is no generic search, it is more object-oriented search. The interface could also be more user-friendly. So, the interface and search could be improved. Additionally, I would like to see more accessibility. It would also be great if there was a Jira mobile app.

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Joe Dede

Director at EMSOURCE

When looking at the overall suite of tools, I know there's a problem with the administration side of things since I have never come across a person who I would say is an expert in the administration side of things. Some Jira products, or particularly this one, have a duplication of entries problem. That needs to be sanitized on a regular basis and that can itself prove cumbersome if the administrator is not a subject matter expert. The training manuals, patches, and release notes could be improved to be a bit more accessible. In the next release, this product should improve on the educational side to include webinars and training sessions. Also, I would like something that can measure better performance output. We're looking to use it more, particularly in the context of incident management and problem resolution. However, we're finding that, like everything else, there are always challenges with every tool. We've had to look at getting more training done because it's quite a steep curve for people who haven't used the solution. It's only a handful of us that have actually really been exposed to the Jira suite of tools, and we're gradually taking our time with it. The vendor, who is no longer in business, negated to tell us that the total cost of ownership was going to be quite steep. So normally you have tools where the total cost of ownership over a period of time, means it pays for itself either in terms of how you use it or in terms of how you implement it if you're servicing other third-party clients. However, because of the pandemic, our total cost of ownership has become a bit longer and it's taking more time to get to speed with how to get to use the tool, and how to get it customized in a particular manner. And then, over a period of time, we still have to "decide whether it is the most suitable in terms of a service management tools."

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Prakhar Goel

Sr Test Lead at Emerson

We use it primarily for test case management and raising bugs. It is a centralized tool that we use to track test cases, integrate with automation, and manage bug fixing The most valuable feature of Jira is that it is free of cost, which is a significant advantage. Bug raising is easy, and…

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JIRA Service Management mindshare

Product category:

As of November 2024, the mindshare of JIRA Service Management in the IT Service Management (ITSM) category stands at 11.4%, down from 12.0% compared to the previous year, according to calculations based on PeerSpot user engagement data.

IT Service Management (ITSM)

Key learnings from peers

Last updated Nov 27, 2024

Valuable Features

JIRA Service Management is valued for its customization, ease of use, integration capabilities, and transparency. Users highlight features like custom workflows, dashboards, SLAs, and ticket management. It supports various platforms and facilitates efficient issue tracking. Its user-friendly interface, flexibility, and robust automation enhance both development and service management processes. Effective collaboration and real-time updates improve organizational efficiency, making it a preferred choice for clients seeking a comprehensive management tool.

"The most valuable feature of Jira is that it is free of cost, which is a significant advantage."
"The centralized feature allows us to track test cases and integrate with automation and bug fixing."
"It helps with time management and team management of the new tasks."

Room for Improvement

JIRA Service Management needs better email and mobile integration, user-friendly interfaces, and centralized document storage. It requires improvements in project management features, automation, and customizable reports. Users find its interface complex and its integration with other tools challenging. Frequent updates and a lack of assistance for large-scale deployments add to the difficulties faced by users. The costs for necessary add-ons and plug-ins can be prohibitive, especially for users in regions with currency constraints.

"The platform should be more user-friendly. JIRA's user interface needs training to understand and utilize."
"The support we received was not fully provided at that time."
"We faced challenges with integration for different frameworks like TestComplete."

ROI

Organizations report notable ROI from JIRA Service Management, emphasizing enhanced efficiency and cost savings. Users experienced reduced chaos and improved task visibility, making coordination across departments seamless. Financial returns were observed soon after implementation due to improved client satisfaction and optimized workflows. Subscription-based costs and cloud-based accessibility contribute to its value, facilitating better management, time efficiency, and productivity. Despite initial challenges, most find JIRA Service Management financially beneficial and time-saving, especially for distributed teams needing compliance tracking.

Pricing

Enterprise organizations evaluating JIRA Service Management often find the pricing competitive compared to other ITSM solutions like ServiceNow, with licensing starting at approximately $10-$12 per user per month. However, as user numbers increase, costs can escalate due to tiered pricing and additional fees for required add-ons. Organizations report satisfaction due to its robust capabilities, though some find the costs high, particularly in markets like India. Discounts are available through volume purchases or resellers.

"It is a cheaply priced product."
"It is one of the premium products on the market, but it is very costly, especially in the Indian market."
"We have paid $20,000 recently for a one-year license for our on-prem server."

Popular Use Cases

JIRA Service Management is used for IT Service Management and project management by organizations that need to manage tickets related to customer support, issue tracking, change management, and incident resolution. Users leverage features like Kanban Boards and cloud-based deployment for optimizing support and IT departments. It also helps in managing SLAs, workflow customization, and facilitates internal and external communication for various teams, including software development and customer interaction portals.

Service and Support

JIRA Service Management's support is generally responsive and effective, although experiences vary. Some find it excellent, rating it highly for quick resolutions. Others face delays due to time zone differences or complex issues. Many rely on local partners or their internal teams. Email support and community resources are widely used, while enterprise support is costly. Users appreciate extensive documentation but desire more consistent and geographically pertinent support, especially for time-sensitive matters.

Deployment

JIRA Service Management's initial setup is often straightforward, but complexity can arise depending on specific needs and environment. Users find it simple relative to other tools, though customization adds challenges. Deployment duration varies, influenced by client requirements, with cloud setups being quicker. Some users note the need for improvement in onboarding guidance and installation instructions. Familiarity aids ease of setup, while new users may find initial navigation and configuration challenging without assistance.

Scalability

JIRA Service Management is broadly recognized for its scalability across various organizations. While most users appreciate its ability to handle a large number of users and tasks, some mention performance concerns in more intense user scenarios. Scalability often depends on hardware capabilities and configuration, with cloud-based instances generally offering smoother scaling. Integration with third-party tools and plugins enhances its flexibility, though some specific use cases might present challenges.

Stability

JIRA Service Management is often regarded as stable, with many finding it reliable and having minimal bugs or glitches. While some report minor issues, they are generally manageable. Stability ratings frequently exceed eight out of ten, indicating high user satisfaction. Even though there have been isolated incidents affecting stability, performance is mostly consistent. Continuous updates and improvements contribute positively to stability. Users appreciate the platform's reliability, contributing significantly to efficient operations without major downtime.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our JIRA Service Management Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

19%

Financial Services Firm

11%

Manufacturing Company

Government

Retailer

University

Insurance Company

Media Company

Educational Organization

Real Estate/Law Firm

Healthcare Company

Comms Service Provider

Construction Company

Non Profit

Energy/Utilities Company

Hospitality Company

Outsourcing Company

Wholesaler/Distributor

Legal Firm

Pharma/Biotech Company

Recreational Facilities/Services Company

Consumer Goods Company

Transportation Company

Performing Arts

Aerospace/Defense Firm

Logistics Company

Compare JIRA Service Management with alternative products

Learn more about JIRA Service Management

1. Accelerating the flow of work between IT teams, development teams, and business teams

2. Empowering teams to deliver their service more quickly

3. Bringing visibility to their work

Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.

JIRA Service Management Features

JIRA Service Management has many valuable key features. Some of the most useful ones include:

Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.

JIRA Service Management Benefits

There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:

The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.

Work is made visible through the open and collaborative JIRA platform.
Connect IT and development on a single platform to accelerate workflow.
Gain significant ROI with competitive pricing on useful features.
Benefit from faster time to value by implementing a full ITSM solution in just a few months.
Lower total cost of ownership without expensive ongoing maintenance and upgrades.
Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.

Reviews from Real Users

JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:

Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”

Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”

JIRA Service Management was previously known as JIRA Service Desk.