Powerful and solid tool with room for growth and improvements.
May 18, 2025

Powerful and solid tool with room for growth and improvements.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Jira Service Management

We use it to handle all our Service Requests, Incidents and Changes. We use this for our Internal Customers (collegues who can report issues, or onboarding of collegues e.g.), but also for our external Customers who can raise tickets through the portal we provided them. We use the Asset feature for Asset Management as well.

Pros

  • Out of the box Service Management.
  • A lot of customizations are possible.
  • Offering a portal to customers is easy to do.
  • User Management (for Customers) is easy.

Cons

  • Automatic reporting (for Service Reports) could be alot better.
  • Backend user management is complicated.
  • Assets functionality is not very elaborated.
  • Some features you would expect, such as enforcing MFA, are not included; you have to pay extra.
  • Keeping track of SLA's and make this visible has been easier, also reporting this.
  • There are some nice options to notify before running out of resolution times, and thus acting in a timely manner.
  • A lot of customers also use this, so if needed, it's quite easy to connect our Jira to a customer's Jira.
It does what it should and does it well. Just a couple of features you would expect are no brainers, are not available, still being developed, or are available but or not yet complete enough.
It was the most complete package, requiring the lesser adjustments compared to the others, had the most options to tailor to our specific needs, and the price for the Cloud hosted version was fair.

Do you think Jira Service Management delivers good value for the price?

Yes

Are you happy with Jira Service Management's feature set?

Yes

Did Jira Service Management live up to sales and marketing promises?

Yes

Did implementation of Jira Service Management go as expected?

Yes

Would you buy Jira Service Management again?

Yes

I believe Jira is a very good system for quickly implementing professional service management with most of the bells and whistles you would expect. I would be inclined to say that Enterprise companies, with a lot of custom processes, it is quite some work to implement this in Jira, and likely not everything will be possible.

Jira Service Management Feature Ratings

Incident and problem management
7.3
Organize and prioritize service tickets
8
Self-service tools
10
ITSM collaboration and documentation
6
ITSM reports and dashboards
5
ITSM asset management ()
Not Rated
Change management
7.0
Change requests repository
6
Service-level management
8

Evaluating Jira Service Management and Competitors

  • Cloud Solutions
  • Ease of Use
Being able to tailor the system to our processes and wishes, while still having most available out of the box, while still being affordable and not having to make this a project lasting for years before getting up and running. Also cloud hosted, and secure access were important (Multi Factor Authentication).
I would focus a bit more on automatic reporting capabilities, we have written our own tooling to get data out of the Jira API (which works well). I assumed that every tool would have this as it might be the most important feature in ITSM, to be able to report about it, but this wasn't the case.

Using Jira Service Management

ProsCons
Like to use
Easy to use
Consistent
Quick to learn
Convenient
Feel confident using
Lots to learn
  • Assets
  • Workflows
  • Automation
  • Reporting
  • User Management for the backend.
Yes, but I don't use it

Comments

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