My overall experience with JIRA Service Management has been positive. It is a powerful tool for IT service management, especially for organizations already using the Atlassian suite. While there are some complexities in initial setup and configuration, once you're familiar with the system, it significantly improves workflow efficiency and collaboration across teams. The ability to integrate with various tools, automate processes, and generate detailed reports adds substantial value to any IT or support team.

Reliable tool for handling IT service requests and incidents. Once you get past the initial setup, it’s very efficient and helps improve collaboration. Good to automate another business process from other departments like finance selling team or HR

JSM will take your company's organization in projects and IT requests to a new level! We used to miss deadlines and small details that came back to bite us all the time. Since switching to JSM, those are few and far between!

Overall, Jira Service Management is a powerful tool for organizing event service requests, offering strong customization and tracking, but it requires some learning to maximize its potential.

While the automation and workflow management is the biggest winner, Atlassian's product severely lacks in both utility and UX. Industry-standard features are stuck in the forever wishlist queue, and it takes years for them to be developed, e.g. "Canned responses" were introduced somewhere around 2 years ago while the rest of the industry had them as early as 2017. Atlassian's product [sensitive content hidden] seem to have little experience in ticketing jobs, and they focus the development roadmap on less impactful developments like "easier Zoom calls" and leaving out basic functions like ticket splitting and merging. This product is also rarely able to cover your scenarios to the full unless you have an engineer ready to create 3rd party applications or plugins. To give an example, JSM allows us to automate ticket assignment but is unable to take into account employee unavailability- we needed to create a separate panel where we would auto-upload data from our HR software just to let the JSM know about who is unavailable on a given day- a feature other ticketing systems resolved through "if you go on a holiday, push this button to mark yourself as unavailable". I could go on and make this section more tl;dr;