JIRA Service Management Reviews

Name: JIRA Service Management
Brand: Atlassian
Rating: 4.1 (86 reviews)

Vendor: Atlassian

4.1 out of 5

86 reviews
93% willing to recommend

3,229 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. 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 57% 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

February 2025

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Featured JIRA Service Management reviews

Karim Yousef

GB, Development Practice - Technical Director at EJADA

We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…

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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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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 March 2025, the mindshare of JIRA Service Management in the IT Service Management (ITSM) category stands at 10.7%, down from 12.2% compared to the previous year, according to calculations based on PeerSpot user engagement data.

IT Service Management (ITSM)

PeerAnalyst reports based on JIRA Service Management reviews

Type	Title	Date
Category	IT Service Management (ITSM)	Mar 4, 2025	Download
Product	Reviews, tips, and advice from real users	Mar 4, 2025	Download
Comparison	JIRA Service Management vs ServiceNow	Mar 4, 2025	Download
Comparison	JIRA Service Management vs ManageEngine ServiceDesk Plus	Mar 4, 2025	Download
Comparison	JIRA Service Management vs BMC Helix ITSM	Mar 4, 2025	Download

Title	Rating	Mindshare	Recommending
ServiceNow	4.2	24.6%	92%	216 interviews Add to research
NinjaOne	4.0	3.4%	93%	17 interviews Add to research

Valuable Features

JIRA Service Management offers customization, ease of use, and integration capabilities. Users highlight features like customizable workflows, dashboard functionalities, and a user-friendly interface. Its ticketing system, agile methodology, Confluence integration, and SLA management are valued. The flexibility to adapt processes, manage issues, and automate actions enhances productivity. Its transparency, real-time updates, and broad compatibility with other tools make it indispensable for efficient project and service management in various organizations.

"The query language and the ability to create views of the data are very useful."
"It's a good experience."
"It is 100% stable."

Room for Improvement

JIRA Service Management has challenges with email integration, lacks comprehensive project management features, and could improve mobile connectivity. Integration with Microsoft products and centralized document storage needs enhancement. Customizing and user interface complexity requires simplification. Reporting and dashboard capabilities need upgrading. There are integration issues with third-party tools, high costs for add-ons, and concerns about user-friendliness. Security and asset management features should be bolstered. The platform's licensing model could be more flexible.

"Instability happens sometimes - although not frequently."
"The interface could be made easier to use. While it is not the worst, there is still room for improvement."
"One thing I would suggest is that before we create an epic, we mention the required stories in its description. Then AI could directly create those stories instead of doing it manually inside the table, so that integration can occur."

ROI

JIRA Service Management enhances operational efficiency, reduces chaos, and consolidates requests, delivering a positive ROI. Its value is evident through streamlined processes, reduced communications, and effective compliance tracking. Users report that JIRA Service Management is cost-effective, especially in virtual or distributed teams. Though initially challenging, it quickly becomes indispensable in managing tasks across departments like Finance and HR. Many find the monthly investment justified, noting financial gains and time savings.

Pricing

JIRA Service Management offers a tiered pricing model, starting at approximately $10-$20 per user per month, with additional costs for agents and plugins. Discounts are available for larger user tiers. Enterprise users find the pricing competitive compared to alternatives like ServiceNow. Licensing can become costly at higher user levels, impacting affordability for smaller organizations. While some report increasing costs, others appreciate volume discounts and resellers' offers, highlighting the importance of evaluating total cost, including add-ons.

"It costs around $150 to $200 per user."
"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."

Popular Use Cases

Organizations primarily use JIRA Service Management for IT service management, project management, and help desk purposes. They log issues, handle support tickets, manage incidents, and optimize IT departments. Common tasks involve using Kanban boards for project handling, customizing workflows, cloud-based operations, and managing SLAs. Companies also utilize it for internal and external support, tracking and resolving development issues, facilitating communication, and collaborating on software development with tools like Confluence and Microsoft Team Foundation.

Service and Support

Atlassian support is generally efficient, responsive, and rated highly by users, with some noting rapid problem resolution. However, others highlight challenges such as time zone delays and communication issues. Many rely on local partners or community resources for assistance. Some suggest improvements in support speed and geographical availability. Users express mixed experiences, with ratings ranging from average to excellent, depending on the representative and nature of the query. The community is also valued for troubleshooting support.

Deployment

Many find JIRA Service Management's initial setup straightforward and easy, particularly for cloud versions. Complexity arises mainly during customization and data migration. Some users highlight the need for a more detailed installation guide and technical support options. Deployment time varies based on complexity, generally ranging from a few days to a month. For on-premises setups or unique configurations, the process can be more challenging and time-consuming, often requiring technical expertise.

Scalability

JIRA Service Management offers significant scalability, accommodating various organizational needs and sizes. Users find it flexible and capable of handling large teams and diverse tasks. Many emphasize the importance of strong hardware and configurations for optimal performance. While it scales effectively with cloud and data center solutions, some concerns arise with extensive usage. Its ability to integrate with other tools and utilize plugins enhances its scalability for broader operations.

Stability

JIRA Service Management is widely regarded as stable by many users who rarely encounter significant issues. Regular enhancements have improved its performance, providing a reliable experience. Some users mention occasional bugs or specific configuration challenges, especially in data center setups. Despite isolated login problems in the cloud version, stability remains highly rated. Many rate its stability between eight to nine out of ten, reflecting confidence in consistent performance.

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

Manufacturing Company

Government

Retailer

University

Insurance Company

Educational Organization

Media Company

Healthcare Company

Real Estate/Law Firm

Comms Service Provider

Construction Company

Non Profit

Energy/Utilities Company

Hospitality Company

Wholesaler/Distributor

Recreational Facilities/Services Company

Outsourcing Company

Legal Firm

Performing Arts

Consumer Goods Company

Pharma/Biotech Company

Transportation Company

Logistics Company

Aerospace/Defense Firm

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.