Excellent solution for enterprise teams
October 25, 2025

Excellent solution for enterprise teams

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Jira Service Management

We were addressing the issue of managing our incoming projects and tickets in an organized way, in support of the IT and business organizations. We were looking for a tool to track project deliverables step by step as they come in, blockers, estimates and level of effort, change management and the milestones of complex projects.

Pros

  • Ticket management, including the management of incoming tickets coming from different teams within the organization
  • Workload balance, to track the level of work involved with work for each technical resource
  • Team collaboration, to allow for providing feedback and comments between cross team collaborators

Cons

  • Customer service, including the ability to have a dedicated resource at off hours to troubleshoot incoming issues
  • User community, including resources and feedback to assist with new users
  • Positive impact on streamlining resources and allowing us to realize where we can optimize workload across the team
  • Positive impact on the ability to respond effectively to incoming projects and provide a level of effort in a timely manner with feedback from all team members involved
  • It's had a positive impact as the service has industry leading security standards that allows us to trust the tool to handle data that we transfer within the platform
The usability and interface is very user friendly for technical and non technical users across the business. The ability to customize tools within the platform has allowed us to tailer the tool to the needs of the technology leaders and team members alike. The ability to work effectively as a standalone tool, as well as connect interchangeably with our existing technology stack has been a great positive for our team.

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

The tool is well suited for enterprise customers with cross functional teams with the need to track projects effectively with a dedicated service, as well as track internal workloads across team members. It is a great solution for teams that have an intake process for incoming technology needs, ttrack milestones and resources for specific projects. It is less appropriate for smaller teams that do not have internal resources for IT related functions.

Jira Service Management Feature Ratings

Incident and problem management
8.7
Organize and prioritize service tickets
9
Self-service tools
Not Rated
ITSM collaboration and documentation
8
ITSM reports and dashboards
9
ITSM asset management ()
Not Rated
Change management
9.0
Change requests repository
9
Service-level management
9

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