Jira Service Management Review 2025: Expert Opinion
Atlassian Jira Service Management is a service management software that helps teams manage requests, incidents, and changes efficiently. It’s best suited for IT departments in tech companies, customer support teams, and project managers who need to streamline their workflows. Its value lies in enhancing collaboration and transparency across your team, ensuring everyone stays aligned and productive.
Jira Service Management Evaluation Summary
- From $20/user/month (billed annually)
- 7-day free trial
Why Trust Our Software Reviews
Jira Service Management Overview
Jira Service Management excels with its robust integration capabilities, making it a top choice for teams needing seamless collaboration.
pros
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It offers comprehensive reporting tools to track your team's performance.
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You can customize workflows to fit your specific needs.
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Your team will benefit from its robust incident management capabilities.
cons
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Your team may need additional training for advanced functionalities.
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It can take some time to fully leverage all its features.
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Your team might find the interface a bit complex initially.
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Our Review Methodology
How We Test & Score Tools
We’ve spent years building, refining, and improving our software testing and scoring system. The rubric is designed to capture the nuances of software selection and what makes a tool effective, focusing on critical aspects of the decision-making process.
Below, you can see exactly how our testing and scoring works across seven criteria. It allows us to provide an unbiased evaluation of the software based on core functionality, standout features, ease of use, onboarding, customer support, integrations, customer reviews, and value for money.
Core Functionality (25% of final scoring)
The starting point of our evaluation is always the core functionality of the tool. Does it have the basic features and functions that a user would expect to see? Are any of those core features locked to higher-tiered pricing plans? At its core, we expect a tool to stand up against the baseline capabilities of its competitors.
Standout Features (25% of final scoring)
Next, we evaluate uncommon standout features that go above and beyond the core functionality typically found in tools of its kind. A high score reflects specialized or unique features that make the product faster, more efficient, or offer additional value to the user.
We also evaluate how easy it is to integrate with other tools typically found in the tech stack to expand the functionality and utility of the software. Tools offering plentiful native integrations, 3rd party connections, and API access to build custom integrations score best.
Ease of Use (10% of final scoring)
We consider how quick and easy it is to execute the tasks defined in the core functionality using the tool. High scoring software is well designed, intuitive to use, offers mobile apps, provides templates, and makes relatively complex tasks seem simple.
Onboarding (10% of final scoring)
We know how important rapid team adoption is for a new platform, so we evaluate how easy it is to learn and use a tool with minimal training. We evaluate how quickly a team member can get set up and start using the tool with no experience. High scoring solutions indicate little or no support is required.
Customer Support (10% of final scoring)
We review how quick and easy it is to get unstuck and find help by phone, live chat, or knowledge base. Tools and companies that provide real-time support score best, while chatbots score worst.
Customer Reviews (10% of final scoring)
Beyond our own testing and evaluation, we consider the net promoter score from current and past customers. We review their likelihood, given the option, to choose the tool again for the core functionality. A high scoring software reflects a high net promoter score from current or past customers.
Value for Money (10% of final scoring)
Lastly, in consideration of all the other criteria, we review the average price of entry level plans against the core features and consider the value of the other evaluation criteria. Software that delivers more, for less, will score higher.
Core Features
Incident Management
It helps your team respond to incidents quickly and efficiently, minimizing downtime. You can track, manage, and resolve issues with full visibility into your processes.
Change Management
This feature allows you to manage changes with minimal risk. It provides a structured workflow to help your team implement changes smoothly.
Service Request Management
You can handle customer requests effectively with a streamlined request process. This feature ensures that your team meets user needs promptly.
Problem Management
Identify and manage the root cause of incidents to prevent future issues. It supports proactive problem-solving by analyzing incident patterns.
Asset Management
Track and manage your assets through their lifecycle. This feature gives you a clear view of your resources, helping you plan and allocate effectively.
Knowledge Management
Create and share knowledge articles to empower your team and users. It facilitates self-service and reduces the workload on your service desk.
Ease of Use
Jira Service Management offers a range of powerful features, but its complexity can be daunting for new users. The interface is rich with options, which might overwhelm those without technical expertise. While its customization capabilities are a strength, they can complicate initial setup and navigation. Once you get familiar with the system, however, you'll find its robust functionality supports efficient service management. Your team may need time to adjust, but the long-term benefits are worthwhile.
Integrations
Integrations include Slack, Microsoft Teams, Confluence, Zendesk, ServiceNow, Zoom, Trello, GitHub, Bitbucket, Opsgenie, PagerDuty, and Jira Software.
New Product Updates from Jira Service Management
Jira Service Management Enables On-Call Notifications in Slack
The latest update to Jira Service Management introduces a feature that allows teams to receive Slack notifications via the ChatOps app. This feature informs team members in real-time whenever a scheduled on-call user goes on or off duty.
Key Features:
- Slack Integration:
- Teams can connect on-call schedules to Slack channels, receiving instant notifications about on-call status changes.
- Users can create aliases for easy tagging of on-call members, starting with an exclamation mark, such as
!oncall.
- Commands and Configuration:
- Use the command
/jsmops oncallto connect schedules to Slack and configure notification preferences. - Schedules can be edited or disconnected as needed, providing flexibility.
- Use the command
- Additional Features:
- Notifications update immediately with any schedule changes.
- The integration supports private Slack channels.
More details can be found at Atlassian.
.Jira Service Management Specs
- 2-Factor Authentication
- Analytics
- Anti-Virus
- API
- Batch Permissions & Access
- Bug Tracking
- Call Integration
- Chat
- Contact Management
- CRM Integration
- Customer Management
- Data Export
- Data Import
- Email Integration
- Escalation Management
- External Integrations
- Incident Management
- Instant Chat Integration
- Knowledge Base
- Malware Protection
- Multi-User
- Notifications
- Organization Management
- Password & Access Management
- Project Management
- Real-time Alerts
- SAP Integration
- Self-service Portal
- Social Media Integration
- Support Forum
- Ticket Management
- Workflow Management
Alternatives to Jira Service Management
Jira Service Management FAQs
How does Jira Service Management handle data security and compliance?
Can I customize workflows in Jira Service Management?
What kind of reporting tools are available?
Is there a mobile app for Jira Service Management?
How does Jira Service Management support ITIL practices?
What training resources are available for new users?
Can I integrate Jira Service Management with other tools?
What kind of customer support does Jira Service Management offer?
What's Next?
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