JIRA Service Management Pros

MA
Director of ERP Systems at Clesen Wholesale
The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests.
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AbhishekSingh10 - PeerSpot reviewer
Program Lead at PureSoftware Ltd
It scales well.
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Andrew Burt - PeerSpot reviewer
Technical engineer at a consultancy with 201-500 employees
One of the valuable features is that an automatic response or action can be taken on tickets.
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Buyer's Guide
JIRA Service Management
November 2022
Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: November 2022.
655,994 professionals have used our research since 2012.
Sai Durga - PeerSpot reviewer
Sr.Software Engineer at Xoriant
The initial setup is pretty easy.
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Bary Reyes - PeerSpot reviewer
Technical Project Lead, Agile Coach, IT Educator at Asia Pacific College
Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general.
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RC
QA Engineer at Kominiti
The product is not lacking anything that a QA will want to use.
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DA
Manager at GMX
Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs.
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HD
Founder at Solvitech
Compared to other solutions, Jira Service Management is really reasonable regarding price and speed.
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GA
Head of ALM at a tech services company with 1,001-5,000 employees
Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products.
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KK
Sr Associate at a maritime company with 501-1,000 employees
The flow of the reports is good.
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JIRA Service Management Cons

MA
Director of ERP Systems at Clesen Wholesale
The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time.
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AbhishekSingh10 - PeerSpot reviewer
Program Lead at PureSoftware Ltd
The deployment can be a bit complex, especially for those who are not technical.
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Andrew Burt - PeerSpot reviewer
Technical engineer at a consultancy with 201-500 employees
A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity.
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Buyer's Guide
JIRA Service Management
November 2022
Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: November 2022.
655,994 professionals have used our research since 2012.
Sai Durga - PeerSpot reviewer
Sr.Software Engineer at Xoriant
I'd like to update the dashboard so that more features are available.
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Bary Reyes - PeerSpot reviewer
Technical Project Lead, Agile Coach, IT Educator at Asia Pacific College
Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good.
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RC
QA Engineer at Kominiti
It is difficult to navigate if you don't have any prior knowledge.
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DA
Manager at GMX
The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow.
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HD
Founder at Solvitech
In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud.
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GA
Head of ALM at a tech services company with 1,001-5,000 employees
I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday.
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KK
Sr Associate at a maritime company with 501-1,000 employees
We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better.
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Buyer's Guide
JIRA Service Management
November 2022
Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: November 2022.
655,994 professionals have used our research since 2012.