JIRA Service Management Reviews

Optimizing the IT and support departments to handle tickets without "going under" in the amount of work that they are doing by organizing the most important and urgent things first.

JIRA SD releases pressure on the IT department and generates statistics. It also makes the department more transparent and helps the employees. JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening. When the customer calls, everybody can see what is happening and the feedback via email when a ticket is modified makes sure the customer is informed and does not start calling. This releases pressure too.

Transparency of the system helps both internal and external persons involved. Statistics allow us to deploy resources where needed. It shows problem zones and where more capacity is needed or more training. JIRA SD also makes employees better as it helps them to feel more important when it comes to customer satisfaction.

In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems.

No, it is running very stable, but only when you have a test system to try out things. As it is designed for developers, it is hard to convince developers to tamper with the production system.

Yes, a plain vanilla installation will only last for less than 100 users. Handling more requires better hardware and configurations.

Atlassian only has a very expensive enterprise support contract (>$100K) or email/JIRA-Ticket support. That support is included when you buy the license. After a year, you only pay for this support and not the license anymore. It is 50% of the new license costs and called a "renewal".

I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise. This way you have two support contacts and does not cost you anything more, such a partner will also come to the location, which Atlassian will never do (Atlassian only does email (JIRA-Ticket support). Phone calls to Atlassian will always be sales support advising to file a JIRA support ticket. Tech support is mostly concentrated in Australia, so there is always a time zone delay for the tickets you raise.

We previously used CRM systems, like Vtiger CRM and SugarCRM. These are not intended for a development department.

Setup (install) is straightforward, but needs tweaking when you are a heavy user.

Setup of the projects is made easier, but there is a lot more you can do beyond initial setup. The automations will really help the company by delegating work the way your company operates.

We implemented with the aid of the vendor and external consultants.

It is hard to calculate costs you do not make.

It is also hard to calculate growing efficiency. 

I can see that JIRA avoids chaos and makes the whole company work more efficient as all feature requests and internal/external requests are all visible in the JIRA tickets and the Confluence wiki system.

It made money the first year already.

Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective. 

JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent.

Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users.

Not really, as it was much better than Bugzilla which we used before.

Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning. 

Repeat hiring of external consultancy every couple of years as knowledge fades out (people get different tasks to do). You should optimize your software infrastructure and re-evaluate it every three to four years to make optimal use of your infrastructure as the outside world changes very fast. Requirements also change.

Service Desk and implementing typical ITIL processes (change, incident, problem, support management, etc.).

• Allowing customized processes for our service contracts.
• Reporting and easy export to Excel spreadsheets, or similar.

• Code available
• Emails for groups
• Usability 
• Bang for the buck (in small and mid-size organizations)

• SaaS version for large organizations (more than 2000 users) is not available.
• Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS.

The system is relatively straightforward to configure. The ability to add custom fields is useful as is the ability to customise the individual queues for the service desk requests to sit in.

It does not integrate very well with our email system (MS Outlook). When users log issues they sometimes include a paragraph of text, or a report, with some of the content highlighted in order to draw attention to a problem. The email integration seems to read only the ascii text and throws away all of the formatting. Also if a user emails an issue in and CC's their colleagues in, the system seems incapable of also CC'ing them in on any reply and subsequent dialogue.

Just completed evaluation

Atlassian Customer service is some of the best I have experienced. We have a 500 user Jira system (Without the Service Desk add-on) and I have raised a number of issues with Atlassian support. They have all been dealt with quickly and effectively.

We used a product called Infra which is being discontinued in it's current form. We decided to review other products as we had decided to 'jump ship' with Infra.

Licensing has been much improved recently. In their previous version of Service Desk Atlassian were insisting that the customers (people who raised tickets) were all licensed Jira users. They have dropped that now and the product came back onto the radar for a lot of organisations who had previously dismissed it, purely on the shortcomings of the license model.

We also looked at Vivantio Service Desk and will probably implement this instead of Atlassian Service desk.

We use this product for our IT service desks. We are resellers and I'm head of corporate projects.

I think it's easy to use and user-friendly. 

The documentation needs improving because we have a lot of issues trying to find specific procedures. I'd also like to see an improvement with the inside discovery of assets.

I've been using this solution for four years. 

The solution is stable. 

The solution is scalable. 

Technical support is not the best and could definitely be improved. 

Neutral

The initial setup is straightforward. Each project is different in terms of the number of people required to deploy. Some only require one person but others might need two or three consultants to assist the client with implementation and configuration. 

This solution is good but it's not the best. Sometimes if you pay a bit more there's less pain. 

I rate this solution seven out of 10. 

We use JIRA Service Management for internal product development. We use it as a ticketing tool, for issues and bugs, for user storage, etc.

I like the precise ticket management capabilities. JIRA Service Management is easy to use as well.

I think the performance can be better.

We've been using it for six months. It is deployed on the cloud.

It's pretty stable.

It's very scalable. We currently have four to five staff using this solution.

My experience with JIRA's technical support has been fine. I'd give them a nine out of ten.

Positive

The initial setup is straightforward.

I advise you to go for it. JIRA Service Management is user-friendly and can help you achieve what you want to achieve. 

Our product lifecycle management is done in JIRA Service Management. All the daily BAU tasks are tracked in JIRA Service Management on the Sprint device.

Our scrum team may be able to give more details, but the visibility features are great. It is user-friendly and fast, and we can relate the tasks.

There could be more optimization, and the pricing could be better too.

I joined the company three years ago, and we've been using it since then. It is a cloud-based solution.

The stability is good.

It is a SaaS service, so it is scalable. We have 5000 users using JIRA Service Management, and we plan to increase the number of users. However, we require some basic staff, mainly managers, for maintenance.

We have not required technical support.

We previously used ITAM, BMC Remedy and some other tools, and JIRA Service Management is comparatively better. Integration is also easy.

I am unaware of the initial setup, but it requires a signup and a purchase plan.

I am not aware of the licensing costs.

I rate this solution a nine out of ten and recommend it to others.