JIRA Service Management Reviews

We are using JIRA Service Management for many operations. Our organization is a call center and we use it for fixing phones, adding phones, fixing the CRM, faults or bugs on a website, bug-related reports, network issues, and VPN.

JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem.

In a future release, JIRA Service Management should add desktop notifications because at the moment, it's coming through emails. However, if they had desktop notifications, it would help a lot.

I have been using JIRA Service Management for approximately three years.

The stability of JIRA Service Management is good.

The solution is scalable.

We have approximately 800 people in my organization using this solution, which includes the technical teams and managers. 

I have used the support from JIRA Service Management.

I would rate the support from JIRA Service Management a five out of five.

The initial setup is not complex, but you need some training to be able to complete it.

I would advise others to have some training before they implement JIRA Service Management.

I rate JIRA Service Management a nine out of ten.

The primary use case of this solution is for storing project data on the cloud. 

The deployment model we are using is on the cloud.

This solution has helped us a great deal in project management tracking and forecasting.

The most valuable features of this solution are the JIRA Bots and the dashboard. I am satisfied with these features.

Some of the areas that could be improved are with the customizations. For example, if I wanted to add a new user with the same name, or start a new bot, add a new caller, or even just want to add a new column, it is complicated. This area can be simplified. 

The foundation needs to be simplified.

As an additional feature, I would like to see some permissions and definitions added or to allow us to add things such as a surname or additional rules in the work tools. 

Rules are needed for the configuration also, giving us access to writing the rules.

JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.

The workflow could be more user-friendly.

This solution is stable. There are constant updates every few days.

This solution is scalable.

We have large teams with multiple users that use this solution. For small to medium-sized organizations it's perfect, but for large organizations, they may require more from JIRA, possibly having a portal.

There have been some issues when upgrading JIRA. It was not responding. We contacted customer support and within two hours the issue was resolved.

It wasn't always this efficient because they were not aware or couldn't see that the systems were down, but they always reassured us that it could be resolved.

We previously used different solutions, and we could have used both, but we found that JIRA was a good solution. 

We found it to be user-friendly, and it had a better market share. Although there are some differences, the other solution is very robotic and JIRA is very intuitive, it is very usable.

While I didn't do the installation, I do believe that it would be easy and straightforward.

I did not install this solution, rather, it was my boss who completed the installation. 

I am responsible for the setup and management of this solution. 

I am handling the setup for the JIRA Bots, the frames, and all of the releases.

I started using JIRA in 2016 when I joined this company. It was a new software-house-startup company.

They asked me if I would like to use JIRA or any other tool. I chose to learn JIRA and not do any R&D. I was very comfortable and the team will be comfortable.

We are a hiring team, so we have the authority to impose on our people.

I didn't install this solution, but I use it and I configured it. 

What I learned is that JIRA is all about the team. If you know the tool, but you don't communicate with your team then it will not be of any benefit. On the other hand, if you want to benefit from using this solution, first you have to learn how to use the solution, and then you have to translate that to your team and teach them how to use it.

I would recommend JIRA to everyone, including my friends.

I am working on owning my own business and I plan to use JIRA for project management.

I would rate this solution an eight out of ten.

Our primary use case for the solution is the management of backlog and prioritizing tasks for the team. We deploy the solution on cloud.

The performance in cloud service management could be improved. For example, sometimes queries get stuck, and when you search for a specific thing, it freezes until you refresh the page. There is room for improvement.

We have been using the solution for a year and a half.

The solution is stable. Approximately 500 users utilize it in our organization.

We have not had experience with customer service and support.

We previously used Teamwork.

The initial setup is straightforward.

I rate the solution a nine out of ten. The solution is good, but the performance in cloud service management could be improved.

We are using JIRA as a ticketing tool.

JIRA Service Management is much better than the normal JIRA software that we had. It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements.

I used ServiceNow for a long time in my earlier work. Compared to ServiceNow, there are a lot of areas where JIRA can improve. ServiceNow itself has various modules, like Change Management, Knowledge Management, and CMDB. All of these things are integrated, so if they are properly implemented, then it becomes a tool with a single repository. With JIRA, I don't see the same features. It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow.

We implemented JIRA Service Management about eight months ago, but I've been using JIRA software for two years.

JIRA Service Management is very easy to set up relative to other JIRA software.

The cost of the license is too high. It's a real challenge for companies that aren't already using JIRA products. ServiceNow or other tools have more modules, and they charge less relative to the number of features they offer.

I would rate JIRA Service Management seven out of 10. If you are already working with JIRA, then you should definitely go with JIRA Service Management. It is very user-friendly and with all its ticketing tools, it offers some new methods of working.

Our service desk is completely automated using Jira for everyone in the organization. If they have any issues with hardware, software, an application or login credential, they raise a ticket and then it goes to the service desk. We also use Jira to raise bugs and manage projects for clients. 

The dashboards in Jira have been the most useful feature. 

The customizations in Jira could be improved by being simplified. They are currently very complex.

We have been using this solution for 15 years. 

This is a stable solution. 

This is a scalable solution. There are no speed issues and we use it to support a large number of users. 

The initial setup of Jira is straightforward when done with an external system. We have recently integrated Jira with one of our applications which creates a ticket in that application and in Jira. This kind of integration caused some internal project monitoring challenges. 

This solution could be made to be more affordable.

This is pricey solution. Should we move to using all cloud solutions in our business, we may move to different tools that have multiple functionality versus having a solution for each area. This would be too pricey and we would need to replace Jira with a different solution that also offers other features. 

I would rate this solution an eight out of ten. 

We've been using Jira for its services and for analysis. We're now re-evaluating, comparing it with other products and assessing whether it's among the top IT services. I'm very, very familiar with it, but will throw it open to my colleagues who will take a look at it from a different perspective and see whether we need to make a change. We are product resellers and provide consumer services. I'm a freelance managed service specialist.

I think the general consensus is that Service Management is a good organizational and solid product.  

The product is supposed to include an interface where the customer can report issues, things they cannot resolve easily. It's not there at the moment so it's more difficult to resolve issues with the OEMs. We need to know how the customer is dealing with the product and what issues they might be having. If I'm unable to do that, I'll lose the business. It's what we need in terms of service management because if we had that feature we'd be able to show our customers how fast and efficient we are. 

I've been using this solution for five years. 

Technical support is good once you pass through the web portal. At that point, the support takes over. If you're not in the system it can be difficult to get through to support. 

Positive

If you're familiar with the solution, implementation is quite straightforward. It can be complicated if you've never done it before. We have 120 users in the company. 

Licensing is expensive if you're not getting what you need. Customers will pay if they're satisfied with the product but if they don't get what they want, they won't purchase it, no matter how cheap. 

In our roadmap for this year, we are evaluating which technologies can help us do our work quickly and increase revenue. 

I rate the solution eight out of 10. 

The Jira interface is very good.

The product offers very good configurations.

The dashboards are nicely laid out.

The solution has been problem-free for two years.

The initial setup is pretty straightforward.

The scalability is great.

The initial setup is very complex. 

I've been using this solution for two years.

The product is stable. the performance is good. It's problem-free. There are no bugs or glitches. It doesn't crash or freeze. It's reliable.

The scalability is fine. If a company needs to expand it, it can do so. 

The initial setup is very complex. It's not straightforward and simple. 

We handle installations and implementations for our clients.

There's just a standard licensing fee that we pay on a monthly basis. 

We're currently in the process of comparing Jira and ServiceNow to see which would be the better product for us.

Also, we have a client that is seeking out a product and they want us to advise them on the best option. We're looking at Jira and ServiceNow for them.

My company is a partner of Atlassian.

While I prefer Jira over solutions such as ServiceNow, we do need to look at various options when advising clients. As an Atlassian partner, it's important to be able to look at other options and see the difference and show a client why Jira is a superior choice. 

Overall, I'd rate the solution at an eight out of ten. 

We implement this solution for service management, e.g. for internal requests. If a user has a new hardware or a new internal requirement, that user will create a ticket that will be assigned to a department and correspond to our people, and then they try to swap support.

I find the user interface and support for JIRA Service Management good.

This solution also improved our IT request requirements, compared to when we were using email, e.g. it's difficult to track requests via email. With JIRA Service Management, tracking requests is better, because users contact us through tickets, and we are also able to ask for feedback from the users more easily, e.g. if our service was good, or if they have any issues with the solution.

What could be improved in this solution is its reporting function, particularly the filters. There are reports we can implement on the JIRA Service Management portal for the client we create the service for, but the report is not very good for the client. The client wants more filters on the portal, but in this case, we need to go to the portfolio to get the custom report for the client.

I've used JIRA Service Management for one year.

The support for this solution is good.

We're using the latest version of JIRA Service Management.

My rating for JIRA Service Management is eight out of ten.