JIRA Service Management Reviews

Most of the use cases were finding solutions to customer problems and SLA cases. We worked with customers on some cases like call centers and with some companies who would like to solve their customer's problems. We also worked with the banking industry and insurance industry.

I have worked at OBSS, which is one of the biggest software companies in Turkey. They were also one of the Atlassian Solution Partners in Turkey. I recently left that company.

Compared to other solutions, Jira Service Management is really reasonable regarding price and speed. Technical support from the Atlassian agents is great.

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.

When I was working at that company, we started to work with Central Bank of Turkey. We also worked with the defense industry. The biggest complaint was about data privacy. If Atlassian opened a data center in Turkey, that would be a very good solution for these kinds of companies.

Some plugins could be implemented into Jira Service Management, like our plugin. We had our own plugin calculated each status and how much time the company spent in each status.

I have used Jira in the past 12 months. We were using the server type of license. I don't remember the exact version we used, but I have also used the cloud version of Jira Service Management, which was called Jira Service Desk in the past. I used it for more than three years.

The solution is stable.

There were three or four people working on maintenance, but their work was not only in Atlassian. They were working as system engineers. This is one of the responsibilities of maintaining Atlassian products and services.

The solution is scalable. The data center's most popular feature is being scalable.  The cloud is very fast, and setting it up is very easy. 

Our company had around 500 people, but after I left the company, it was around 700 or 800 people.

Technical support is good.

When we created a ticket on Atlassian, they were also working SLA services, L1, L2, L3, and L4. When we created a ticket, we were getting very good service from an agent. In some cases, we had talks with our channel manager, especially about the cost of licenses.

We previously used Confluence, Puppet, Bamboo, and HipChat, and then it was sold to Slack. We used Fisheye and Crucible as well. We were using most of the solutions regarding Atlassian. In my daily life, I have also used Trello.

I worked mostly as a business developer, but when I received feedback from our deployment staff, they said it was not difficult to deploy the solution. Cloud is very easy to use. You just can start to work with it.

The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian.

I would rate this solution 9 out of 10. 

Sometimes the beginning of the implementation and working with custom-built workflows was a little bit difficult for regular companies. At this step, I strongly advise that they work with an Atlassian Solution Partner.

Specific industries need specific solutions. Atlassian partners have a lot of experience, maybe in that specific country and in that specific company field.

I'm working with a new organization, and we're considering going with Jira. First, we wanted to show the management, the features, and what options the competitors offer as well. Then we'll be moving forward.

Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us. 
These were the two main features that I'm looking forward to using at this current organization.

With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered. 

I've been using Jira for the last 10 years.

Jira is of course very scalable.

We haven't faced any technical issues so far. Standard and premium support are both available 24/7, so I'm guessing it is going to be good. 

Setting up Jira was very easy. The interface is good. Implementation is simple. One person can set it up by himself.  And the user experience is really good in Jira. 

For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay. 

I would rate Jira Service Management 10 out of 10. I think that people should really go for it because of its ease of use. I would definitely recommend it to others.

Our primary use case is for customer service and customer requests. We also use it to set SLAs and as a general help desk. We are customers of Jira.

The solution has improved company functioning by providing more transparency, in my opinion. Our business is already working out of JIRA, so it connected directly with the platform rather than requiring us to move between several different platforms.

The reporting is a great feature. I also like being able to create customized forms which is extremely helpful.

If you raise a ticket with Jira, the portal doesn't enable any capability to see your other JIRA tickets, only the parts that are in the plugin for the service management. That's not a great experience because we have project teams that work out of their own Jira backlogs, so unless it's a link to a ticket in the JSM, there's no visibility for the customer in one single location.

I've been using this solution for two years. 

We haven't had any issues with performance, other than issues related to being on-prem. It's a stable solution.

The biggest issue is not being able to display linked issues and that makes scalability painful as far as the customer experience goes, and weighs down the system with more tickets. In terms of expanding, it's fairly straightforward. We have over 5,000 users in various roles including managers, developers, HR - it's across the board. In terms of maintenance, we have the main administrator and then a couple of guys that help out.

We transitioned from Salesforce to Jira Service Management mainly because a lot of our teams were already working out of Jira for their own project tracking. It just allowed us to bring everything together rather than working in different systems.

The initial setup was fairly straightforward and was carried out by an in-house team.

I would suggest looking into your current layout and requirements, evaluating them and then figuring out the best option in terms of how you want things categorized and broken down from both a customer perspective and a backend perspective before you try to build it out.

Despite the few downfalls, its cost is still very good compared to other holistic systems. A big reason for getting the switch approved was that the cost was substantially lower than other solutions. I can't speak for the cloud experience, I'm sure it's a little easier than running on-prem, which is very administrator heavy when you want to do a lot of automation or post functions. It's important to be prepared for that. Depending on how your organization is set up, you're likely to need your admin to do those things.

I rate the solution seven out of 10. 

We are using it for IT service management and business process management. We are using it for the help desk to handle all internal requests. We have its latest version.

Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general. 

Functionality-wise, it is a great tool, and I have no problems with it. In terms of ease of use, ease of setup, and support, you can't go wrong with Atlassian tools.

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.

Transitioning from the server to the cloud has a learning curve. The pain point is again related to UI and not knowing where to look.

There should be an easier way to connect to an external database with special custom fields. It has been a pain point for me for such a long time. There are processes to do it, but I find them cumbersome.

I've been using Jira for over a decade.

In general, it is pretty stable, but sometimes, it has been sluggish. In a month, I have probably encountered this issue four times. It doesn't impede my work. It is just sluggish. 

Sometimes, I get kicked out of the system. That typically happens when we're starting with some configuration.

Scalability-wise, you can definitely scale your systems or integrate with other third parties. There are also plug-ins that you could use and evaluate. So, you do get the flexibility to install plugins. 

Before moving to the cloud, I could use plugins for more than 30 days, and I just had to give a request for additional months, but it is not working anymore in the cloud. It is probably because of the company that creates the plugins. 

We have 50 users. It doesn't require maintenance. We only maintain workflow changes, and the system runs on its own. Even upgrades are done by them. It is pretty easy as compared to the server version.

For the cloud, I would rate their support a nine out of 10. I don't have to worry about the system. I haven't experienced anything like that before transitioning to the cloud.

If I have to troubleshoot a problem, there is a lot of online documentation. I can also connect with the community. Sometimes, it is faster to Google than contacting their support.

It was straightforward. It happens at the click of a button. It is very easy as compared to setting up the server, which took a lot of skills. 

Setting it up just takes a few minutes. It is fast. If a workflow is complex, it would take a day. It depends on the complexity of the workflows, but generally, it is really fast.

I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version.

I didn't evaluate other options. It is my favorite tool, but I am aware of ServiceNow and other ones. If you have Jira, you might as well get their whole ecosystem. If you're in development, you will get Bitbucket and Confluence as well for documentation. For Service Management, there is Jira Service Desk. I usually use their whole package. If there are integration problems, only then we would evaluate other solutions, but we could definitely connect with Jira by API. Atlassian products are very good. We always had Atlassian tools.

I am an evangelist of Atlassian tools, so I usually engage with my clients in using them. Everybody is into digital transformation, and we have been engaging with clients, and we're promoting Atlassian for their digital transformation. One thing that I always tell my clients is that they should have a single source of tools. Atlassian is always at the top of my list with Jira, Service Desk, and Confluence. These are my top three products of Atlassian that I usually give them. 

Based on my experience, you should go for the full Atlassian ecosystem if you are looking for IT service management and workflow management for your businesses. If you are into development, Jira is definitely one of the best tools out there. You can pretty much use the whole suite. Scalability-wise, you can easily scale your systems or integrate with other third parties. The only caveat is that you need to have someone who is actually an expert in Atlassian tools for you to be able to maximize it. It is very powerful if you know how to maximize it.

In the context of business process and workflow management, it would be impossible to implement good process management or workflow management in Jira if you haven't defined one. It is important to define the processes and then train people. If you don't train your staff using Atlassian Suite, you're not maximizing your investment.

I would rate Jira Service Management a nine out of 10.

The solution is mainly used for testing the product. It's for managing the team and the BI team among others.

The service management aspect of the solution is excellent.

The solution has good cloning capabilities. Our team was happy with it.

The initial setup is easy and straightforward. 

Overall, it's the best option on the market, after looking at other products.

The solution needs to be integrated better with Office X5. We use that often and need Jira to be able to effectively communicate it.

Right now, my judgment of the solution is based on their trial version. I haven't likely experienced the full functionality and features that are already there. That's why I cannot give you the highest measurement for performance. A paid version may have much more to offer clients.

I haven't experienced asset management within the product. In the IT field, assets are the biggest issue for the life cycle of any service within IT. I didn't see this part, and I'm not sure if that functionality is already presented within Jira. I saw it in other products, however, in Jira I didn't find it. Maybe it comes at an extra cost, and this is in a paid version.

I've used the solution for about four months or so.

I don't have experience with stability. My team would know more than I do.

I'm planning to expand and change the license type, from the free one and to the professional one, in order to get more functionality and features. Our target is to do so in the coming year. Our plan is to increase usage. 

For the time being, we only have a limited number of people in the office using the solution. There are maybe only seven or eight of us on it right now. 

We haven't needed to contact technical support yet. So far, everything has been very straightforward and we haven't needed help.

The initial setup is not complex or difficult. It's straightforward. 

I handled the initial setup myself, in-house. I did not need the help of a consultant or integrator.

Right now, I am using the free version of the solution.

I'm comparing different desk and service management platforms. Jira is one of the top selected products, especially for the project management cycle. Jira was the best. I've tested many options, and many of them are well-known brands. 

I'm just a customer.

I'd rate the solution at a nine out of ten. We've been happy with the product so far. 

I would recommend the solution to other users and organizations. 

We are primarily using it for service management, which includes incident management, change management, etc.

I'm not sure if we are using its latest version, but I would expect so.

Its integration is most valuable. It is pretty open for integration.

It is pretty complex to move between the test environment and the production environment. There is potential for improvement.

Security is always an issue with every tool. So, everything can be more secure.

We have been using this solution for approximately three months.

I haven't noticed any problems with stability.

It is, for sure, scalable. In our organization, we have approximately 200 users.

We are using a local partner, and we are very satisfied with them.

I didn't deploy it. We have only two admins for its deployment and maintenance.

We need a license because we have a higher number than the free part.

We were evaluating some time ago. We scanned the market, and Jira was selected.

I would definitely recommend this solution. It is definitely not peer-to-peer in comparison with solutions like ServiceNow, but it is a pretty big software, and its feature set caters to our needs.

I would rate Jira Service Management a seven out of 10.

The SLA, speed, the comments from the agents' side, and the dashboard for agents are the most valuable features. 

From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server. It will give them a view of what's happening if you want to manage requests for change or incidents or planned maintenance. That is available in BMC. They can put a timeframe for maintenance, whenever you want to raise issues, it will tell you that there is client maintenance. And it prevents you from creating issues. This kind of automation is missing from Jira.

Maybe I could find it if I added add-ons or patch in add-ons. Jira cannot compete with what is developed now in ServiceNow and BMC. They are focusing on having a full set of ITSM and a full set of ITOM, which is needed to enhance a lot in Jira. 

There are improvements in every release. They don't look at competitors. They focus more on enhancing bugs or enhancing the features that they have, to fix the bugs that they have, to listen to the users' recommendations. The other competitors are looking to enhance, to change entire the platform to make it reliable, or to make it also near for the growth of the company expectation. The IT team is looking for more automation, more link with systems. How they can, for example, prevent issues from happening. 

We want people to not slow down with the tickets. We want people to have the issue solved automatically. I know that there are add-ons, but always does not fit or is not always in the proper way that we are looking for. 

I have been using this solution for seven years. 

People are looking for more stability and reliability in the system, which is improved in every release, which is good. It's always improving. I feel the difference from the day I moved to version seven and today. It's become faster and they don't have issues with the slowness anymore.

Their response is good. I don't open a lot of tickets with Atlassian. I have a contract with my vendor, who is a partner of Atlassian. My contract with him is not to solve issues, it's more to have more help in scripting or in developing a small script to help me do something which cannot be done directly from Jira. Within the full year, maybe one ticket or two tickets are raised with Atlassian. 

I did the migration from version five to seven. I have a good idea about the flows and the workflow, the customization inside the scheme, and things. Within three or four months, we migrated everything to the new platform. The beauty of Jira, because it's simple, even the workflow is easy to understand. 

It's easy to use.

Compared with other vendors, pricing is okay. But they increase the price every year which gets me in trouble with finance. I have to convince them why I have to pay these extra amounts which are supposed to stay the same. 

I know it's not linked to Atlassian always, because also the other partner was giving us the price directly. 

I would rate Jira an eight out of ten. 

I would like for them to have automation to change the portal, it's still limited. It's not user-friendly compared with other vendors. 

I recommend would, of course, recommend Jira. It depends on the users. When we started, it was good for us but now that the company is growing and we have a lot of applications, a lot of servers, a lot of complexity, and a lot of links between application services, it's not perfect for us. Our infrastructure has also become huge. We have cloud, hybrid, and on-prem. Sometimes we face an issue, but we spend hours understanding where exactly. It can be small things, but no only can understand where exactly. So that's why we are looking for something that can help with this, to prevent us from raising issues, and to find a solution.

Feature tracking is a useful feature of JIRA Service Management. If there are multiple people in a team in an agile environment, it's very difficult to track whether something has gone to production or a feature has been worked on.

We use JIRA Service Management for tracking purposes, planning, and execution.

Field addition and removal features are not very intuitive in JIRA Service Management.

I have been using JIRA Service Management for six to seven years.

We are satisfied with the solution’s stability.

I rate JIRA Service Management a nine or ten out of ten for stability.

Around 15,000 to 20,000 users use the solution in our organization.

I rate JIRA Service Management a nine out of ten for scalability.

The solution's initial setup is easy.

I rate JIRA Service Management a nine out of ten for the ease of its initial setup.

JIRA Service Management has helped our organization save time.

JIRA Service Management is deployed on-cloud in our organization.

Overall, I rate JIRA Service Management a nine out of ten.