JIRA Service Management Reviews

Name: JIRA Service Management
Brand: Atlassian
Rating: 4.1 (79 reviews)

Vendor: Atlassian

4.1 out of 5

79 reviews
93% willing to recommend

3,218 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 79 most recent JIRA Service Management reviews, the overall sentiment is positive, with a sentiment score of 6.5. (Among the highest in the category). 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

We use Jira Service Management (JSM) to manage tickets. It enables us to track, monitor, and manage user requests from initiation to resolution. We use it for the end-to-end process. We can add comments, and close requests., so our primary use case for JSM is ticketing. The interface is good and…

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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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Anna Virtsan

IT Project Manager at UkrSibbank

It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket. But with the notifications and reminders that Jira Service Management provides, we have reduced the time spent on tickets from a couple of weeks to just two to three days. It has definitely saved us time for really usual stuff, for example, a laptop that doesn't work properly and you require the first-line service desk to address the problem. Previously, it could take up to a week to get it resolved because we didn't have a centralized, automated system for control, monitoring, and reminders, particularly for the first-line managers. Also, there was no escalation process in place. We were using a basic, free, open system without any escalation features, and we received notifications through email, but those were only generated upon ticket creation.

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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 17, 2024

Valuable Features

JIRA Service Management excels in customization, integration, and user-friendly interface. Custom fields, queues, and workflows enhance flexibility. Its dashboards, SLAs, and automation boost efficiency. Users appreciate the integration with other Jira products and Confluence. Accessible across platforms, it simplifies issue tracking and project management. The ticketing system and knowledge base improve communication and time management, while add-ons and connectors expand functionality. Its ease of setup, scalability, and transparency make it ideal for diverse organizational needs.

"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 users highlight several areas that need improvement. Email integration struggles with format retention and CC features, and large organizations face SaaS availability issues. There is a need for enhanced project management features, better mobile integration, and centralized document storage. Customizations and user interface complexity are challenges, as is integrating third-party tools. Some express dissatisfaction with plugin costs and report customization limitations. Automation and AI integration could be expanded to enhance user experience.

"The support we received was not fully provided at that time."
"We faced challenges with integration for different frameworks like TestComplete."
"It should be easier to log in."

ROI

JIRA Service Management provides notable ROI by enhancing efficiency and reducing chaos through visible tracking and organization of requests. Users indicate it saves money the first year and proves cost-effective at $10 per agent monthly. Adoption improves client satisfaction and communication by consolidating workflows, decreasing emails and calls. Ease of use boosts productivity and compliance tracking in distributed teams. It offers high ROI through cloud-based cost-saving features without needing a server.

Pricing

JIRA Service Management pricing is competitive, though licensing can be costly as user numbers increase. It operates on a tiered basis starting at $10 per user monthly, with volume discounts. Users appreciate improved licensing, allowing customers to interact without needing full Jira licenses. Additional costs arise from necessary add-ons. Some users praise affordability compared to competitors like ServiceNow, while others criticize yearly price increases. Suitable for both small enterprises and large organizations, costs vary based on plans and user counts.

"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 mainly used for ITIL processes like change, incident, and problem management. Users utilize it for project management, logging issues, service desk operations, and tracking tasks. It supports ticket management and service delivery for both internal and external clients. It is also employed for managing SLAs, customer service, and project tasks on the cloud. It integrates with tools like Confluence for project management and global planning.

Service and Support

Atlassian customer service for JIRA Service Management is praised for its responsiveness and professionalism, but users have mixed experiences. Some highlight the effectiveness and quick responses, while others find it challenging to connect. Many utilize local partners for technical issues, enhancing their support experience. The availability of extensive online resources and community support aids users. Some feel improvements are needed, particularly for geographically specific service and contact ease.

Deployment

Initial setup for JIRA Service Management is generally straightforward and easy for cloud deployments, taking minimal time and requiring few resources. However, setup can become complex when customization is necessary or when deploying on-premises. Migration and data integration may add complexity. Clients often utilize external consultants or depend on in-house expertise for deployment. Generally, deployment duration varies with complexity, ranging from a few hours to several months, depending on specific project needs and custom configurations.

Scalability

JIRA Service Management offers scalability, suitable for varied organizational sizes. It can be scaled with advanced use and plugins, exceeding basic features. While some highlight performance issues, many find it adaptable through cloud or data center options. It's effectively supporting thousands of users, with flexibility to integrate and expand. Management of infrastructure enhances scalability, though complex cases may demand extra efforts. Many organizations see it's capable at handling extensive usage, benefiting ongoing project evolution.

Stability

Many users agree that JIRA Service Management exhibits high stability, with consistent performance and frequent updates enhancing reliability. Instances of significant downtime or bugs are rare and are often attributed to external factors such as network issues rather than the platform itself. Configuration changes or updates may cause brief disruptions. Most organizations using JIRA Service Management find it stable, reliable, and capable of handling substantial workloads efficiently, rating its stability between eight and nine out of ten.

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

10%

Manufacturing Company

Government

Retailer

University

Insurance Company

Media Company

Educational Organization

Real Estate/Law Firm

Healthcare Company

Construction Company

Energy/Utilities Company

Comms Service Provider

Non Profit

Hospitality Company

Outsourcing Company

Wholesaler/Distributor

Legal Firm

Recreational Facilities/Services Company

Pharma/Biotech Company

Transportation Company

Consumer Goods 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.