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JIRA Service Management Reviews

Vendor: Atlassian
4.1 out of 5
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What is JIRA Service Management?

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 54% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 17% of all views.
Buyer's Guide
JIRA Service Management
August 2025
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JIRA Service Management mindshare

Product category:
IT Service Management (ITSM)
As of August 2025, the mindshare of JIRA Service Management in the IT Service Management (ITSM) category stands at 9.1%, down from 12.0% compared to the previous year, according to calculations based on PeerSpot user engagement data.
IT Service Management (ITSM) Market Share Distribution
ProductMarket Share (%)
JIRA Service Management9.1%
ServiceNow22.1%
BMC Helix ITSM8.9%
Other59.9%
IT Service Management (ITSM)

PeerResearch reports based on JIRA Service Management reviews

TypeTitleDate
CategoryIT Service Management (ITSM)Aug 29, 2025Download
ProductReviews, tips, and advice from real usersAug 29, 2025Download
ComparisonJIRA Service Management vs ServiceNowAug 29, 2025Download
ComparisonJIRA Service Management vs BMC Helix ITSMAug 29, 2025Download
ComparisonJIRA Service Management vs ManageEngine ServiceDesk PlusAug 29, 2025Download
Suggested products
TitleRatingMindshareRecommending
ServiceNow4.222.1%91%223 interviewsAdd to research
NinjaOne4.12.7%94%18 interviewsAdd to research
 
 
Key learnings from peers

Valuable Features

JIRA Service Management offers valuable features like easy customization and integration, user-friendly interface, flexible workflows, and robust ticket management. The system enhances transparency and efficiency by providing dashboards, automation, and a seamless ticketing system. Users appreciate the integration with Confluence and Bitbucket, and the ability to assign tasks, track projects, and manage SLAs. It supports multiple platforms and is accessible anywhere, making it an essential tool for optimizing resource deployment and improving customer satisfaction.
  • "The query language and the ability to create views of the data are very useful."
  • "It's a good experience."
  • "It is 100% stable."

Room for Improvement

JIRA Service Management needs enhancements in reporting, forms, and asset management. Users seek simpler interface navigation and improved cloud functionality. Add-ons pose complexity, and reporting customization is lacking. Customers face challenges with user-friendliness and integration with third-party tools. Increased AI integration and native features would benefit clients. Licensing and plugin subscription models need revision. Users desire better administrative tools and integration capabilities with other platforms for enhanced service management.
  • "Instability happens sometimes - although not frequently."
  • "The interface could be made easier to use. While it is not the worst, there is still room for improvement."
  • "One thing I would suggest is that before we create an epic, we mention the required stories in its description. Then AI could directly create those stories instead of doing it manually inside the table, so that integration can occur."

ROI

JIRA Service Management enhances efficiency, reduces chaos, and integrates requests, leading to financial returns in the first year. Its cost-effectiveness makes it invaluable for linking tasks, benefiting companies with multiple agents, as noted in comparisons to alternatives like HP Service Manager and GLPI. Cloud-based features improve productivity, decrease emails and calls, and facilitate better workflow management across departments. Although the interface can be complex, it simplifies team activity understanding and boosts time management.

Pricing

Enterprise buyers evaluated JIRA Service Management as cost-effective compared to competitors. Pricing is tiered, starting around $10-$25 per user per month, with volume discounts available. Agents are priced separately, typically around $300 annually. Add-ons contribute extra costs, significantly affecting pricing. Some users find the licensing model expensive when scaling, especially when needing multiple Atlassian products. Despite this, many agree that the price is justified by its capabilities and competitive standing in the market.
  • "It costs around $150 to $200 per user."
  • "It is a cheaply priced product."
  • "It is one of the premium products on the market, but it is very costly, especially in the Indian market."

Popular Use Cases

Organizations primarily use JIRA Service Management for IT service management, project management, and support ticket systems. It assists with incident, change, and problem management, offering features like Kanban boards for task tracking. Many users employ it for help desks to organize and prioritize technical support and customer service requests. Its customizability and cloud-based deployment enhance its usability for various sectors, including banking, eCommerce, software development, and internal business processes.

Service and Support

Atlassian support is praised for prompt and effective responses, especially with enterprise contracts. Some note high costs and limited direct contact options. Many rely on local partners for support, enhancing accessibility and expertise. While some report challenges with speed and communication, others find technical support satisfactory or better, citing responsiveness, helpfulness, and resources like community sites. Ratings vary, highlighting potential areas for improvement in availability and communication, particularly regarding time zone and geographic constraints.

Deployment

Many users found JIRA Service Management's initial setup straightforward and praised its ease compared to other platforms. Some highlighted the need for customization, which could be challenging for new users. Those familiar with the tool found setup quick, while others noted the potential complexity with on-premises installations. Deployment times varied, typically ranging from days to weeks, influenced by customization requirements. Multiple people highlighted the ease of cloud-based setups, appreciating its simplicity compared to data center deployments.

Scalability

JIRA Service Management is praised for its scalability across various company sizes. Users note its ability to handle large user numbers efficiently, especially when hosted in the cloud. However, some argue it needs better hardware for optimal performance with substantial users. While generally considered scalable, advanced use cases may present challenges. The availability of plugins and the ability to integrate with other tools are key strengths highlighted by many users.

Stability

JIRA Service Management exhibits consistent stability with most users highlighting its robust performance. While minor bugs and occasional issues occur, especially in cloud or specific data center implementations, they rarely impact operations. Users appreciate frequent updates improving speed and reliability. Many rate its stability between eight and nine out of ten, acknowledging minimal downtime and high availability. However, some note difficulties with specific configurations and highlight the importance of having a test system for optimal performance.
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
Company SizeCount
Small Business29
Midsize Enterprise22
Large Enterprise28
By reviewers
By visitors reading reviews
Company SizeCount
Small Business245
Midsize Enterprise193
Large Enterprise513
By visitors reading reviews

Top industries

By visitors reading reviews
Computer Software Company
17%
Financial Services Firm
9%
Manufacturing Company
9%
Government
6%
Educational Organization
6%
Retailer
5%
University
5%
Insurance Company
4%
Comms Service Provider
4%
Performing Arts
3%
Healthcare Company
3%
Media Company
3%
Construction Company
3%
Real Estate/Law Firm
2%
Hospitality Company
2%
Outsourcing Company
2%
Energy/Utilities Company
2%
Legal Firm
2%
Transportation Company
2%
Recreational Facilities/Services Company
1%
Non Profit
1%
Pharma/Biotech Company
1%
Consumer Goods Company
1%
Wholesaler/Distributor
1%
Aerospace/Defense Firm
1%
Mining And Metals Company
1%
Non Tech Company
1%

Compare JIRA Service Management with alternative products

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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.

JIRA Service Management customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

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  • 6
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  • 16
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  • 12
When evaluating IT Service Management, what aspect do you think is the most important to look for?

Product Categories

Product Categories
IT Service Management (ITSM)
Help Desk Software

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JIRA Service Management Reviews Summary
Author infoRatingReview Summary
GB, Development Practice - Technical Director at EJADA4.0We are a management warehouse serving sectors like banking and military, using JIRA Service Management for software delivery projects. Its integration with Atlassian tools is valuable, though the licensing model needs improvement for large employee numbers. TFS lacks this ecosystem.
Sr Test Lead at Emerson3.0We use JIRA Service Management mainly for test case management and bug tracking. Its free cost and easy integration are valuable, though the free version lacks features. We switched from JIRA due to licensing issues and client needs, now using DevOps.
CEO /Consultant at Version Two Software Solutions Ltd4.5I primarily use JIRA Service Management for creating, updating, and organizing tickets with useful features like query language and customizable views. The dashboards are beneficial, though I'm unsure about Visual Studio integration. I use a different cloud provider.
Senior Technical Analyst at Allianz4.0I primarily use JIRA Service Management to track tickets in agile sprints, making it straightforward to assign tasks and maintain communication. Its issue-tracking capabilities are valuable, though it could benefit from automated alerts and user reports for improvement.
R&D Engineering - Program Manager at a energy/utilities company with 501-1,000 employees3.5<p>I use JIRA Service Management for project management and communication within our R&amp;D department, benefiting from real-time updates and customization. However, the interface could be more user-friendly and less cluttered. We deploy it via Amazon Web Services.</p>
Database Administrator at a retailer with 10,001+ employees4.5No summary available
Works at Lennar3.0I use Jira Service Management for sprint management and ceremonies. It's user-friendly, like a word processor. However, it could improve with more control and automation features. Though beneficial, its ROI is uncertain. I've also considered monday.com for better control.
Senior Software Engineer at Annalect5.0I use JIRA Service Management for project planning by organizing projects into epics and tasks for efficient sprint cycles. The tool's scalability facilitates progress tracking, though I suggest AI-driven story creation for improved integration. We integrate it with Bitbucket for code changes.