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

reviewer1601595

Operations Team Lead at a tech vendor with 201-500 employees

Nov 22, 2022

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A user-friendly tool that allows us with product lifecycle management

Pros and Cons

"The visibility features are great."
"We previously used ITAM, BMC Remedy and some other tools, and JIRA Service Management is comparatively better."

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

What is our primary use case?

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.

What is most valuable?

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.

What needs improvement?

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

For how long have I used the solution?

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

Buyer's Guide

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What do I think about the stability of the solution?

The stability is good.

What do I think about the scalability of the solution?

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.

How are customer service and support?

We have not required technical support.

Which solution did I use previously and why did I switch?

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

How was the initial setup?

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

What's my experience with pricing, setup cost, and licensing?

I am not aware of the licensing costs.

What other advice do I have?

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

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

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."