Jira Service Management is a no-brainer for those already in the Atlassian Ecosystem.
November 05, 2025

Jira Service Management is a no-brainer for those already in the Atlassian Ecosystem.

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with Jira Service Management

We use JSM as our internal service desk and help center for our internal team. It's been useful to help manage the provision of accounts and assets across our company. We've also used it to maintain compliance with security standards. Lastly, we use the tool for internal product questions and bugs (How do I do X).

Pros

  • Create and manage workflows for service requests.
  • Has a UX/AI that is easy to use to understand.
  • Can get started without talking to sales.

Cons

  • Requires familiarity with other Atlassian tools to use correctly.
  • Hard to use if you aren't deeply embedded in Atlassian's ecosystem.
  • The employee portal lacks customization options.
  • Less ad hoc requests through email and slack that would block employees.
  • Easier to surface critical internal requests and follow up with bugs/internal issues.
  • Great for compliance needs and showing audit trails when needed.
If you're used to other tools in the Atlassian ecosystem, you'll feel right at home with JSM. It's also a platform that technical folk can easily pick up. However, I wouldn't recommend using JSM as a company's first jumping off point into Atlassian. There are a lot of other 'newer' tools that provide sleeker ITSM systems at a similar cost.
JSM is more purpose-built for internal support tickets and processes. It also provides a structure to support users, unlike generalist tools like Notion. We found that there isn't really an 'all-in-one' tool that can correctly handle internal and external requests. This isn't really an issue since support and IT are typically separated anyway.

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

If you're already deeply entrenched in the Atlassian ecosystem, using a tool like JSM makes a lot of sense, as there's a sense of familiarity between the tools. The workflows are also really powerful and are 'set it and forget it'. It's not great for customer-facing support, however, and smaller companies might want an 'all-in-one'.

Jira Service Management Feature Ratings

Incident and problem management
8.0
Organize and prioritize service tickets
10
Self-service tools
9
ITSM collaboration and documentation
8
ITSM reports and dashboards
5
ITSM asset management ()
Not Rated
Change management
9.0
Change requests repository
10
Service-level management
8

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