JIRA Service Management Reviews

We are end-users of this product.

We use JIRA Service Management as a ticket logging tool for our service desk.

The most valuable features of this solution are Incident and Request Management.

It's probably not fair of me to say because we weren't allowed to customize or configure anything. If I bought JIRA as a product, I could have it customized and configured, whereas I'm currently using a version of it provided by a much larger organization that is in line with the rest of the organization. As a result, it is not constructed in the manner that I would prefer. 

I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows.

JIRA Service Management is very stable.

It's very scalable. It is constantly being scaled as our company grows and they take over other companies. JIRA Service Management is very scalable.

I can only speak for the Irish arm of the organization, which has about 80 members, but it's part of a much larger organization, and I'm not sure how many people use it in other countries.

It is the primary tool for the service desk and other IT workers. It will most likely be used more widely for other teams in the future.

Because we are part of a global organization, any issues are routed to our internal staff. I am not sure how frequently they would contact Atlassian technical support.

The initial setup was straightforward. We added it as a tenant to an existing JIRA solution.

The deployment process took a month.

The installation was all completed in-house, and we had JIRA experts on hand.

The experts were very good and efficient. They did what they had promised to do.

The main organization, the international organization, would be in charge of that. I can't say for certain, but I believe they have seen a return on investment.

We looked into ServiceNow a while ago, but we no longer have that requirement.

We use a product, but it is not ServiceNow. It's a centralized item. We were bought out by a European company. We are on their service.

Allow customization and configuration to suit your needs.

I would rate JIRA Service Management a seven 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 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.

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.

We are using Jira Service Desk for supporting both internal and external clients. 

One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it. 

I began using Jira Service Desk when I joined the company about two and a half years ago, although the rest of the company has been using it for longer than that.

We have had a problem with stability in the past, although it has been resolved.

I have contacted technical support about different features and I find that they don't address issues as fast as they should.

The pricing is very competitive and I think that it is okay.

I would rate this solution an eight out of ten.

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 simplicity is good for our clients. The price is good. 

You can increase users without any difficulty. 

There should be better connections with access management. They should improve the connectivity. 

I have been using JIRA Service Desk since 2016.

It is very stable. Our clients don't have problems with stability. 

We do the technical support for our clients. 

I have worked with HP products, BMC Remedy, and Service Manager. 

Our customers think that the pricing is high. Compared to the competitors, I think the pricing is fair. 

I would rate JIRA Service Desk a seven out of ten. 

I'm the vice president of digital strategy and executive delivery.

The solution is easy, even if you want to dock on something, it's easy to add the documentation and it easily integrates with other tools. I think that's the best part of it.

I think there are other IT ticketing tools that are better in terms of routing or work flows than Jira Service Desk. If you work at an enterprise size company, it might be preferable to use ServiceNow than Jira Service Desk which is better for smaller companies.

I'd like to see a well integrated solution. For example, if I wanted to do some testing, I don't want to have to buy another testing tool and integrate it with Jira. If Jira had a place for it to connect the requirements to the testing, that would be amazing.

I've used the solution for a long time but it was only implemented a few months ago at the company where I now work. 

The stability is good. 

The scalability of the solution is good. We have around 100 people using it, generally the business analysts or the program managers. Within that number, we have around 10 admins. 

I haven't really needed to use customer server, using the solution has been very easy so we haven't had much contact. They've been fine when we've used them. 

The initial setup is very straightforward. 

I would rate this solution an eight out of 10. 

We are using JIRA for accessing our help desk when other companies have problems with programs and to let them login when somebody needs to create a new ticket.  

I think that one of the most valuable features is when I am typing in my question for a ticket JIRA does a search for the answer at the same time. If it finds my answer, then I do not have to raise the ticket because I already found the answer in the knowledge base. This is good in saving time for customer service workers.  

For us, one of the weaknesses of Service Desk is that we can not check every issue in the queue raised for one product. If we have more than one customer using a product that has raised a ticket, we can not see the complete list of issues for the one product from all sources. It is not as easy or efficient to handle tickets without that capability.  

For this reason, we have an add-on administrative tool that we had to purchase separately for use with JIRA to help make the workflow more efficient. This could be added to the base product for all users.  

We have not been using the JIRA Service Desk for too long. We started doing our testing which lasted for just a few weeks and then we sent out a notification to our clients to use it. It has been in use at the company for maybe less than one month.  

We have not had the product in use long enough to scale the usage upward from the volume of our current client base. I do not think it would be a problem.  

I think the initial setup for the product is easy. It is not too complex or time-consuming to set up.  

We are very satisfied with the pricing of the product. Because we are an associate partner it is free for us.  

On a scale from one to ten where one is the worst and ten is the best, I would rate JIRA Service Deskaybe as maybe and eight or nine-out-of-ten. For our use case, and putting aside the need for the plugin, it is a nine.