JIRA Service Management Reviews

Name: JIRA Service Management
Brand: Atlassian
Rating: 4 (73 reviews)

Vendor: Atlassian

4.1 out of 5

73 reviews
94% willing to recommend

3,206 followers

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What is JIRA Service Management?UNIXBusinessApplication
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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 59% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 18% of all views.

Buyer's Guide

JIRA Service Management

March 2024

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Featured reviews

Shambuling-Doni

Sr Manager IT at L&T Technology Services

Nov 22, 2023

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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Anna Virtsan

IT Project Manager at UkrSibbank

Jul 26, 2023

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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Joe Dede

Director at EMSOURCE

Dec 23, 2022

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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JIRA Service Management market share

Product category:

As of March 2024, the market share of JIRA Service Management in the IT Service Management (ITSM) category stands at 12.7%, marking a decrease of 1.2% compared to the previous year, according to calculations based on PeerSpot user engagement data.

IT Service Management (ITSM)

Key learnings from peers

Last updated Mar 4, 2024

Valuable Features

"JIRA Service Management is a very user-friendly solution."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"We use JIRA Service Management for tracking purposes, planning, and execution."

Room for Improvement

"JIRA Service Management could include more AI features."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"Field addition and removal features are not very intuitive in JIRA Service Management."

Pricing

"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."
"JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to 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

18%

Financial Services Firm

Government

Manufacturing Company

Retailer

University

Comms Service Provider

Media Company

Insurance Company

Educational Organization

Energy/Utilities Company

Real Estate/Law Firm

Healthcare Company

Construction Company

Non Profit

Hospitality Company

Wholesaler/Distributor

Outsourcing Company

Recreational Facilities/Services Company

Legal Firm

Transportation Company

Performing Arts

Pharma/Biotech Company

Aerospace/Defense Firm

Consumer Goods Company

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.