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

Kyle P.

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

Submitted Feb 2022

Our go-to tool for managing projects and clients

Likeliness to Recommend

9 /10

What differentiates Jira Service Management from other similar products?

JIRA's decision to let it be relatively open-source to allow independent developers to develop add-ons. This makes it potentially feature rich and customizable.

What is your favorite aspect of this product?

On any given day I'm probably working on 20 projects, no exaggeration. Trying to manage them all with a homebrew system such as sticky notes is not possible. With JIRA I know what all projects I'm working on, their work state status, and where the projects currently stand. Our customers are required to communicate to us only through JIRA. No emails. This way, the entire team of stakeholders on a project is all collaborating in one repository. Communications are accounted for and documented, there's no second guessing. We can use add ons for time tracking, and any number of custom fields for things like due date, project type, PO number, etc.

What do you dislike most about this product?

It's not always intuitive how to get around. Like any highly-encompassing product, I figure I only use 5% of what it's capable of doing. Plus the workflow isn't always fluid. It can take several clicks just to get back to my project queue that I need to work from. Finally, because we some of the third party add-ons, they don't always work, depending on the day.

What recommendations would you give to someone considering this product?

Make sure to get a demo. Hopefully you work with someone that is good at assessing your business and business needs, because it's impossible to "fully use" JIRA Atlassian. There's just too much to know. You need a sales rep that says "based on what I'm hearing, you need A, B and C. Here's what we've got, and how to use them."

Pros

  • Enables Productivity
  • Trustworthy
  • Saves Time
  • Includes Product Enhancements

Cons

  • Slower Product Innovation
  • Commodity Features
  • Less Generous

Víctor P.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Feb 2022

Great tool to get requests from the customers

Likeliness to Recommend

9 /10

What differentiates Jira Service Management from other similar products?

I think, as all the Atlassian products, that it provides a great user experience and allows to easily segment the different requests.

What is your favorite aspect of this product?

The possibility to create a portal to segment the requests.

What do you dislike most about this product?

It gets a bit pricey when there's a lot of users.

What recommendations would you give to someone considering this product?

If you already have other Atlassian products, such as Jira or Confluence, and you need a tool to manage the requests from customers or internal users, definitely that's your tool.

Pros

  • Continually Improving Product
  • Reliable
  • Enables Productivity
  • Trustworthy

Filip D.

  • Role: Information Technology
  • Industry: Banking
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Feb 2022

Great, reliable, easy to use product.

Likeliness to Recommend

8 /10

What differentiates Jira Service Management from other similar products?

It's the unique software with all the add ons you get everything you wish for all in one place.

What is your favorite aspect of this product?

That for this price you get an excellent product that satisfies all your employees

What do you dislike most about this product?

Nothing to dislike.

What recommendations would you give to someone considering this product?

Check out and compare all other products as JIRA doesnt have a competition.

Pros

  • Continually Improving Product
  • Reliable
  • Performance Enhancing
  • Trustworthy

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