One of the top advantages is how tightly JSM integrates with Jira Software. It enables DevOps, IT and support teams to work in a shared environment, enhancing visibility and collaboration between development and operations.
Developers can easily view, prioritize, and act on incidents raised by support or ops.
Change requests link directly to code repositories, CI/CD pipelines and deployment tracking. Review collected by and hosted on G2.com.
Complex Configuration and Learning Curve
JSM’s flexibility often comes at the cost of complexity.
Initial setup (especially for SLAs, workflows, approvals, automation, and request types) can be overwhelming for new admins.
It requires understanding Jira’s core architecture—issues, schemes, custom fields, permissions, etc.—which isn't intuitive for non-technical users.
Users without prior Jira experience may find the UI and terminology (like “issues,” “projects,” and “queues”) confusing. Review collected by and hosted on G2.com.
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