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

Jira Service Management

Composite Score
8.6 /10
CX Score
8.8 /10
Category
Jira Service Management
8.6 /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

97 Plan to Renew

1
Since last award

79 Satisfaction of Cost Relative to Value

2
Since last award


Emotional Footprint Overview

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Emotional Footprint Overview

Product Experience:
91%
Negotiation and Contract:
81%
Conflict Resolution:
90%
Strategy & Innovation:
84%
Service Experience:
86%

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.

+86 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?

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4% Negative
8% Neutral
88% Positive

Pros

  • Performance Enhancing
  • Trustworthy
  • Security Protects
  • Enables Productivity

Feature Ratings

Average 83

Reporting

86

End User Self Serve

86

End User Support Solutions

84

Integration With IT Tools

82

Multi Device Capability

82

Service Catalog

82

Integrated Knowledge Management

81

Technician Administration

80

Multi-Site Functionality

80

Vendor Capability Ratings

Average 80

Business Value Created

83

Ease of Customization

81

Ease of Data Integration

81

Availability and Quality of Training

81

Quality of Features

80

Ease of IT Administration

80

Product Strategy and Rate of Improvement

80

Ease of Implementation

80

Breadth of Features

79

Usability and Intuitiveness

79

Vendor Support

78

Jira Service Management Reviews

Jude O.

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

Submitted Jan 2025

Features disappoint

Likeliness to Recommend

6 /10

What differentiates Jira Service Management from other similar products?

The difference is functionality

What is your favorite aspect of this product?

Service portal

What do you dislike most about this product?

No ease of use.

What recommendations would you give to someone considering this product?

Low budget can go for it.

Pros

  • Respectful
  • Security Protects
  • Helps Innovate
  • Continually Improving Product

Cons

  • Less Efficient Service
  • Less Effective Service
  • Under Delivered

Tom A.

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

Submitted Dec 2024

Started paywalling features

Likeliness to Recommend

1 /10

What differentiates Jira Service Management from other similar products?

It does a lot, and does it well.

What is your favorite aspect of this product?

Ticket management is very easy

What do you dislike most about this product?

Paywalling existing features such as Change management.

What recommendations would you give to someone considering this product?

Be prepared to get everything set up as you want it, only to be charged more to keep it working.

Pros

  • Reliable
  • Enables Productivity
  • Performance Enhancing
  • Security Protects

Cons

  • Less Efficient Service
  • Less Effective Service
  • Less Caring

Aditya D.

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

Submitted Oct 2024

Powerful tool for service management.

Likeliness to Recommend

10 /10

What differentiates Jira Service Management from other similar products?

Its strong integration with Atlassian tools like Jira with Confluence, combined with customizable flow and scalability, makes it ideal for teams already in the Atlassian ecosystem.

What is your favorite aspect of this product?

The seamless integration with Jira is my favorite aspect. It makes managing incidents and requests alongside development tasks incredibly easy, keeping everything in one place.

What do you dislike most about this product?

It takes some time to get familiar with all features and navigate efficiently for new users.

What recommendations would you give to someone considering this product?

If you're already using other Atlassian tools, Jira Service Management is no brainer for seamless integration. Make sure to invest time in understanding the customization option to fully tailor it to your needs. Also, take advantage of automation features to reduce manual work.

Pros

  • Helps Innovate
  • Reliable
  • Performance Enhancing
  • Enables Productivity

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