JIRA Service Management Reviews

Name: JIRA Service Management
Brand: Atlassian
Rating: 4.1 (81 reviews)

Vendor: Atlassian

4.1 out of 5

81 reviews
93% willing to recommend

3,220 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 81 most recent JIRA Service Management reviews, the overall sentiment is positive, with a sentiment score of 7.1. 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 20% of all views.

Buyer's Guide

JIRA Service Management

December 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 December 2024, the mindshare of JIRA Service Management in the IT Service Management (ITSM) category stands at 11.7%, down from 12.1% compared to the previous year, according to calculations based on PeerSpot user engagement data.

IT Service Management (ITSM)

PeerAnalyst reports

Type	Title	Date
Category	IT Service Management (ITSM)	Dec 17, 2024	Download
Product	Reviews, tips, and advice from real users	Dec 17, 2024	Download
Comparison	JIRA Service Management vs ServiceNow	Dec 17, 2024	Download
Comparison	JIRA Service Management vs ManageEngine ServiceDesk Plus	Dec 17, 2024	Download
Comparison	JIRA Service Management vs BMC Helix ITSM	Dec 17, 2024	Download

Title	Rating	Mindshare	Recommending
ServiceNow	4.2	26.0%	91%	214 interviews Add to research
NinjaOne	4.0	3.4%	93%	16 interviews Add to research

Valuable Features

JIRA Service Management is praised for its user-friendly interface and powerful customization capabilities. It excels in integration with Atlassian tools, transparency, and efficient issue tracking. Users appreciate features like customizable workflows, dashboards, SLA management, and ticket sharing. Its adaptability for various organizational layers, ease of setup, and effective management tools offer significant value. The platform is versatile, providing real-time updates, project management, and automation, making it highly beneficial for users.

"Confluence is a great tool for documentation and tracking."
"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."

Room for Improvement

JIRA Service Management needs better email integration as it fails to retain formatting and include all recipients. Mobile connectivity should be enhanced, and cloud adoption needs improvements for ease. Centralized document storage, improved customization, and simplified UI are lacking. More advanced analytics, integration with non-Atlassian products, and an improved licensing model are essential. Enhancements in queue management, asset management, and AI features would be beneficial. Reporting capabilities and training resources require development.

"The licensing model could be improved. There needs to be a different licensing model for large numbers of employees, as it remains one of the main barriers to using JIRA Service Management across our entire company."
"The licensing model could be improved."
"The platform should be more user-friendly. JIRA's user interface needs training to understand and utilize."

ROI

JIRA Service Management enhances efficiency and centralizes requests through visible tickets and a Confluence wiki. It generates financial returns by reducing emails and calls, optimizing task management, and enabling company-wide adoption. Its cost-effectiveness is seen with a $10 monthly investment per agent, quickly achieving ROI. Implementing it instead of HP Service Manager and its cloud-based nature adds further value. Improved productivity and time savings accompany its application across distributed teams and various departments.

Pricing

JIRA Service Management's pricing is considered competitive, starting as low as $10 per user per month with volume discounts available. Typically, it costs $20 to $25 per user monthly, and the pricing escalates with user numbers. Although several describe the licensing as expensive, especially when compared internationally, many find it acceptable compared to competitors like ServiceNow. Costs can also rise with necessary add-ons and plugins. Users appreciate it for its comprehensive functionality despite the licensing complexities.

"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 managing IT service requests, project management, and incident tracking. Tasks include logging issues, handling support tickets, using Kanban boards for project oversight, and facilitating change and incident management processes. The system enables efficient customer service, internal support operations, and compliance with ITIL practices. It's utilized in various industries, including banking, e-commerce, and software development, providing a centralized platform for ticket management and workflow automation.

Service and Support

Atlassian's customer service is highly regarded, with many describing it as efficient and responsive. Licensing includes basic support, which some find satisfactory. Partners are recommended for additional expertise. Technical support receives mixed feedback; some find it excellent, especially with prompt responses and helpful information, while others encounter delays and inconsistency. Many users rely on community resources or internal support, and geographical limitations affect access for some. Overall, most users express satisfaction with the responsiveness and professionalism of support.

Deployment

Initial setup of JIRA Service Management varies from straightforward to complex, depending on user expertise. Many find it easy and quick to implement, especially in cloud deployments, while on-premises configurations are more complicated. Customization and workflow adjustments can be challenging and time-consuming. Deployment time differs, with some users completing it in days, while others take weeks or months. Generally, those with prior experience or external support report a smoother process.

Scalability

JIRA Service Management demonstrates strong scalability, accommodating diverse user bases across various industries. Reviews highlight its flexibility for both small to large-scale deployments, with the potential for extensive customization. Despite some performance concerns on large installations, its cloud-based nature enhances scalability while supporting multiple users and platforms. Many users appreciate its ability to scale with organizational growth, though some suggest premium licensing for optimal scaling. Generally, users rate its scalability highly.

Stability

Users consistently report that JIRA Service Management is stable, with high ratings for reliability. Occasional bugs and issues arise, but they are generally minor. Regular updates and improvements enhance stability, though some issues with data centers and network dependencies exist. Users appreciate the absence of significant downtimes and find the tool performant and dependable. Stability is often rated between eight and nine out of ten, showing user satisfaction and trust in JIRA Service Management's 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

20%

Financial Services Firm

10%

Manufacturing Company

Government

Retailer

University

Insurance Company

Media Company

Educational Organization

Real Estate/Law Firm

Healthcare Company

Construction Company

Comms Service Provider

Non Profit

Energy/Utilities Company

Hospitality Company

Wholesaler/Distributor

Outsourcing Company

Legal Firm

Recreational Facilities/Services Company

Pharma/Biotech Company

Consumer Goods Company

Transportation Company

Performing Arts

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.