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;

Overall JIRA service management allows increase in production, a service orientated infrastructure emerged while the company continued to build applications that were seamless to our mission and common goal driven by the business units needs to innovate and modernize the outdated systems.

Overall, it’s a good platform for managing IT requests and incidents. Once you get the hang of the setup, it really helps streamline communication and ticket resolution. It’s reliable, but it could definitely be a bit more user-friendly.

Overall, it's a wonderful tool and it has helped make the team more efficient. The ease with which we can accept requests, track progress, and also notify customers has really helped us to remove the difficulty we had with resolving customer issues. It's also great that requests can be linked to Jira tickets allowing for easy reference to existing and collaboration between our customer support team and our technical team.