Jira Service Management Logo Award Winner Product Badge
Jira Service Management Logo Award Winner Product Badge
Atlassian

Jira Service Management

Composite Score
8.5 /10
CX Score
8.7 /10
Category
Jira Service Management
8.5 /10

What is Jira Service Management?

Jira Service Management empowers Dev and Ops teams to collaborate at high-velocity, so they can respond to business changes and deliver great customer and employee service experiences fast

Company Details


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Awards & Recognition

Jira Service Management won the following awards in the IT Service Management - Midmarket category

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Jira Service Management Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Jira Service Management.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

85 Likeliness to Recommend

96 Plan to Renew

2
Since last award

79 Satisfaction of Cost Relative to Value

2
Since last award


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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+85 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Jira Service Management?

5% Negative
8% Neutral
87% Positive

Pros

  • Trustworthy
  • Performance Enhancing
  • Enables Productivity
  • Respectful

Feature Ratings

Average 82

Reporting

85

End User Self Serve

85

End User Support Solutions

84

Integrated Knowledge Management

81

Integration With IT Tools

81

Multi Device Capability

81

Service Catalog

80

Technician Administration

80

Multi-Site Functionality

79

Vendor Capability Ratings

Average 80

Business Value Created

84

Ease of Customization

81

Quality of Features

81

Availability and Quality of Training

80

Ease of Data Integration

80

Ease of IT Administration

80

Product Strategy and Rate of Improvement

79

Ease of Implementation

79

Breadth of Features

79

Usability and Intuitiveness

79

Vendor Support

77

Jira Service Management Reviews

Sathisha V.

  • Role: Vendor Management
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jun 2022

Best end to end project management tool

Likeliness to Recommend

10 /10

What differentiates Jira Service Management from other similar products?

Wide array of features and integration capabilities

What is your favorite aspect of this product?

Task management and allocation Tracking of tasks Integration capabilities Support tickets and visibility of status Customizable dashboards Timely alerts Transparency of roadmap

What do you dislike most about this product?

Notification settings can have more options Automated alerts could have more effective

What recommendations would you give to someone considering this product?

Recommended

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Roman A.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jun 2022

IT technical support on a single platform

Likeliness to Recommend

10 /10

What differentiates Jira Service Management from other similar products?

Jira Service, through its feature set has helped us improve IT in our organization while saving us time, energy and resources. It is amazing how we can focus on incident management, problem management, change management, among others from a single platform. Ticket creation has been an abysmal advancement in our support management both internally and externally.

What is your favorite aspect of this product?

Jira has a modern interface that is really easy to understand for admin and even novice users; I like how easy it is to integrate with other tools and all the options we can do so with. This tool is not only powerful at the interface level, it also has a set of functionalities to best assist general IT support teams; it helps to get things done efficiently, which makes it valuable for us.

What do you dislike most about this product?

Ticket creation is the only thing that could be improved about this application, it's not this bad but it could be more streamlined and a bit simpler.

What recommendations would you give to someone considering this product?

The chances of recommending this program will always be high, the results we have obtained over time are worth it. Both visually and functionally it is amazing and the price is attractive.

Pros

  • Helps Innovate
  • Reliable
  • Performance Enhancing
  • Trustworthy

Warren R.

  • Role: Operations
  • Industry: Communications
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Apr 2022

Great Ticketing Software For Any Business

Likeliness to Recommend

10 /10

What differentiates Jira Service Management from other similar products?

Jira Service Management is a great ticketing system for any Call Centre. Its very easy to use and and has lots of features and cool ad-dons

What is your favorite aspect of this product?

I like that each time I create a ticket an email is sent to me with the details of the ticket and also once any update has been done on the ticket an email notification is sent. I like that Jira gives me the option to add specific people or even an entire department on the ticket to receive notification as well.

What do you dislike most about this product?

There is nothing about this software that i dislike

What recommendations would you give to someone considering this product?

I highly recommend this software as it is currently the best ticketing system on the market hands down

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Unique Features

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