Name: JIRA Service Management
Brand: Atlassian
Rating: 4.1 (90 reviews)

AshishAjmani

Business Leader - RPA, AI, Blockchain at a tech services company with 51-200 employees

Oct 12, 2022

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Is easy to use, stable, and scalable, and has good technical support

Pros and Cons

"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"JIRA Service Management is user-friendly and can help you achieve what you want to achieve."

"I think the performance can be better."
"I think the performance can be better."

What is our primary use case?

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

What is most valuable?

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

What needs improvement?

I think the performance can be better.

For how long have I used the solution?

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

Buyer's Guide

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What do I think about the stability of the solution?

It's pretty stable.

What do I think about the scalability of the solution?

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

How are customer service and support?

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

How was the initial setup?

The initial setup is straightforward.

What other advice do I have?

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

Disclosure: My company does not have a business relationship with this vendor other than being a customer.

Fernando-Alvarez

Sysadmin at a tech services company with 201-500 employees

May 17, 2022

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User-friendly but documentation is lacking in certain areas

Pros and Cons

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

"The documentation needs improving, it's difficult to find specific procedures."
"Technical support is not the best and could definitely be improved."

What is our primary use case?

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

What is most valuable?

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

What needs improvement?

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.

For how long have I used the solution?

I've been using this solution for four years.

What do I think about the stability of the solution?

The solution is stable.

What do I think about the scalability of the solution?

The solution is scalable.

How are customer service and support?

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

How would you rate customer service and support?

Neutral

How was the initial setup?

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.