Hi!
No OpsGenie is not an full ITSM tool on its own. The main focus in alerting and on-call management. It does not have a portal where users can raise requests, no SLAs, etc.
The incidents in OpsGenie are good for internal usage when you link alerts with incidents. But if you want to serve a user base you should use Jira Service Management.
You can combine OpsGenie with Jira Service Management. OpsGenie is included in JSM premium plans for this.
A company I work at uses OpsGenie for alerting and JSM for incidents, service requests, problems, changes etc.
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