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

Ankit J.

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

Submitted Dec 2021

Fantastic Product

Likeliness to Recommend

10 /10

What differentiates Jira Service Management from other similar products?

The IT Support is quite good and very eager to help the end users.

What is your favorite aspect of this product?

Various distinctive features which provide lot of flexibility.

What do you dislike most about this product?

Cost is litlle high

What recommendations would you give to someone considering this product?

A very great product and one must definetly give it a try. It's after sales services and IT team is quite good and helpful.

Pros

  • Helps Innovate
  • Performance Enhancing
  • Enables Productivity
  • Trustworthy

Luis A.

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

Submitted Nov 2021

A basic and easy-to-use project management tool

Likeliness to Recommend

9 /10

What differentiates Jira Service Management from other similar products?

Jira is a good platform for ticket collaboration. Jira, in particular, assists in the organization and planning of user stories in agile projects. Another feature that I enjoy about Jira is the ability to plan ahead of time for sprints and tickets. You may also make a backlog of requests that you can already prioritize. Test plans, in addition to user stories, may be produced and connected directly to the related narrative. This enables quick testing of the capabilities that have been built. It's also fantastic that queries can be built, allowing specific information to be shown in an organized manner in a dashboard.

What is your favorite aspect of this product?

Workflows within certain projects are created on an individual basis. Create aggregated views of specified sub projects using Advanced Routing. Creating overviews to assist you in better managing your own tasks. A well-structured control panel, an effective and rationally created full-text search, and a clean communication structure in tickets. Different levels of authorization allow for a clear assignment of pending projects/tasks. External engagement is also encouraged. You may submit support requests, track their status, and search for them in the IT service provider section.

What do you dislike most about this product?

If you use all of the features and settings, you'll quickly become overwhelmed by the amount of data. Set the notification settings with caution to avoid receiving an excessive amount of emails. Queries are tough to create because they often have considerably more breadth than you would like.

What recommendations would you give to someone considering this product?

On the one hand, it solves a number of business issues, including paperwork. With Jira, you can save all of your information in one ticket that you can refer to again and over. This has regularly helped us in projects to minimize confusion since it was meticulously recorded. It also helps with project organization and task distribution. Using Kanban boards, you may map the ticket status and assign the ticket to the person who needs to do anything about it. This way, you always have total control over the status of the ticket. Future sprint planning might disclose further planning and project scope.

Pros

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

Bryen H.

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

Submitted Nov 2021

Good app, but seen better days.

Likeliness to Recommend

6 /10

What differentiates Jira Service Management from other similar products?

Integration and adaptability.

What is your favorite aspect of this product?

Easily customizable, one can create flow charts, work charts.

What do you dislike most about this product?

Permissions and user rights.

What recommendations would you give to someone considering this product?

Compare the options, financially and practicality.

Pros

  • Reliable
  • Efficient Service
  • Effective Service
  • Inspires Innovation

Cons

  • Commodity Features
  • Inhibits Innovation
  • Slower Product Innovation

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