JIRA Service Management Reviews

I implement JIRA Service Management for customers. The solution is used for IT Service Management.

The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements.

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

JIRA Service Management is scalable.

As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve.

I rate the support from JIRA Service Management a seven out of ten.

Neutral

The solution is the cloud which does not need any installation. However, we are doing implementations, and it is easy to use. For a data center, it needs installations. Data centers have a special set of load balancers, nodes, databases, et cetera. Cloud implementation is simpler than database implementation.

The price of the solution is becoming expensive and it should be reduced.

Most of the clients need to implement ITSM, which makes JIRA Service Management a crucial tool, especially if they are using JIRA software for the development team. There is integration between the two products, it's better to use JIRA Service Management when having to combine the two solutions.

The administration maintenance and daily tasks are easy but need special skills and training.

My advice to others is they need to be an expert to be able to administer it.

I rate JIRA Service Management a ten 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.

ITIL Service Management - Multi National Service environment 

Interoperability of all the modules;

A unified view of work

Dev and Ops that flow

JIRA Service Management feature request List.

The products functionally is expanding rapidly, hence there is a huge backlog of Jira product feature requests that are focused on the detail functionality.

There is not enough effort focused on solving the detail functionality of Jira.

I have used JIRA Service Management for approximately three years.

I have found JIRA Service Management to be stable.

JIRA Service Management is scalable.

The technical support from JIRA Service Management has been responsive.

I've previously worked with a couple of similar solutions, such as ServiceDesk, HP OpenView, and Zendesk.

We have a complex environment, but the JIRA Service Management was quite simple to implement.

I price of JIRA Service Management is reasonable.

I would advise others that this solution is similar to any other service management solution. There's nothing out of the box, there is always a level of development that has to happen for it to work well.

I rate JIRA Service Management 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.

We are using Service Management for the ticketing for our IT Help Desk. We are a government organization and I'm a senior manager.

We went with this product because the customer portal allows users to register tickets themselves.

Since we've moved to the cloud we've seen some improvement in foreign languages. What is lacking is the communication around these changes because we come across them almost by chance, and not because of any notification we've received. 

We've been using this solution for six months. 

The solution is very stable. 

The solution is scalable. We have currently deployed it to about 35 agents and it will be deployed to around 1200 customers. All of them deal with creating and resolving tickets.

I have no complaints with customer support. We contacted them a couple of times and even though the problem was at our end, they helped to resolve it satisfactorily. 

The initial setup was quite straightforward. We used two in-house people and one very helpful external consultant. We had about 15 half-day workshops with the consultant over a six-month period. We took our time and didn't work continuously on the implementation. 

Licensing costs are standard and can be seen on the Atlassian website. It's not an expensive solution. 

I would recommend that when deploying use an external consultant who has already used the product before. It makes things easier because they'll know what to do and, more importantly, what not to do. 

It's an ideal solution and I rate it 10 out of 10. 

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.