JIRA Service Management Valuable Features

Director of ERP Systems at Clesen Wholesale

The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. 

It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests.

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AbhishekSingh10 - PeerSpot reviewer
Program Lead at PureSoftware Ltd

The most valuable feature they offer is not to build in cost for every user. It's free of cost for your clients. It's free of cost for your internal users. Only, you have to pay the license for people who are going to work on it. If I take the example of an HR Help Desk, if it's an organization of 10,000 people, then 9950 people can log tickets free of cost, and only 50 people need a license to resolve their ticket, if it's a team of 50 people in HR.

The solution is stable.

It scales well. 

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Andrew Burt - PeerSpot reviewer
Technical engineer at a consultancy with 201-500 employees

One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.

The other thing is that the solution is starting to get out of just Service Management, and it's providing a Service Management project for other parts of our business. You've got the IT part and you've also got the business support, so people can use it for services like purchase orders, applications for shipping, and other things that are used across the business. That's the other useful part, that you're able to adapt it for other things.

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Buyer's Guide
JIRA Service Management
November 2022
Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: November 2022.
655,774 professionals have used our research since 2012.
Sai Durga - PeerSpot reviewer
Sr.Software Engineer at Xoriant

I like Scriprunner. Whatever is not possible, we can make it possible through Scriptrunner. We can customize the scripts, et cetera.

The initial setup is pretty easy.

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Bary Reyes - PeerSpot reviewer
Technical Project Lead, Agile Coach, IT Educator at Asia Pacific College

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.

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QA Engineer at Kominiti

I can't specify which of the functions are my favourite, because I think everything about it is great. The only challenge is that it is difficult to navigate if you don't have any prior knowledge of the software. However, if you have knowledge, you can navigate around it and know what each tool within the software is used for. I preferred JIRA Service Management before we adopted Azure because I had already started getting familiar with it.

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Manager at GMX

Jira gets the basics right in terms of the Product Backlog and a Scrum Board that Scrum Teams can use to manage Sprint Backlogs.

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Founder at Solvitech

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

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Head of ALM at a tech services company with 1,001-5,000 employees

Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products. 

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Sr Associate at a maritime company with 501-1,000 employees

The SLAs are great. With SLAs, we can try them out. If you are providing solutions or responding to customers, it's great. 

The flow of the reports is good. I don't see any features or anything that is lacking. Everything is good on the JIRA Service Management, in terms of what they have provided.

It's easy to set up.

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IT Director at a real estate/law firm with 1,001-5,000 employees

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.

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Vanessa Hodges - PeerSpot reviewer
Platform Scrum Master at a comms service provider with 5,001-10,000 employees

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

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Saifallah Chakroun - PeerSpot reviewer
IT Manager at MTF Industriel

The platform is easy to use. We can manage it very easily. 

You can understand easily. It is not complicated.

The initial setup is easy.

It's a reliable product.

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Service Delivery Manager at a tech services company with 201-500 employees

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

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Carlos Ãgueda - PeerSpot reviewer
Performance and Governance Manager at a computer software company with 201-500 employees

I think one of the most valuable things is that it's all integrated. Between the Wiki and the product itself, whenever someone is typing in an error, it automatically pops up a solution.

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Director at a financial services firm with 1,001-5,000 employees

Jira's issue tracking for different projects for the development side is quite useful.

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Sergius Nkomadu - PeerSpot reviewer
Managed Service Specialist at a tech services company with 201-500 employees

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

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VijayS1 - PeerSpot reviewer
Head of digital transformation at Maantic

Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good.

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Mariano Galan - PeerSpot reviewer
Responsible of the ALM/Atlassian business line at Sistemas

The customer portal with connection with our knowledge base has been most valuable. The queues to classify requests and SLIs to measure the quality of the service response and resolution time have also been great. It offers flexibility to configure workflows.

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CEO Executive at Spider Technology

I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting.

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Julie Kent - PeerSpot reviewer
Lead Modeling & Simulation Engineer at Mitre

I like that it's easy to set up Sprint and put tasks and stories into Sprint. It is really easy to lay out the work that needs to be done.

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Vijaya Shanmugam - PeerSpot reviewer
Gateway UAT Lead at a educational organization with 51-200 employees

Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy.

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Dina Elmowafy - PeerSpot reviewer
Atlassian Technical Lead at VIDSCOLA

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.

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Senior Manager in IT enabled Change at a tech services company with 51-200 employees

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

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Solutions Architect Leader at a tech services company with 201-500 employees

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.

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Manager at a comms service provider with 1,001-5,000 employees

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.

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IT Test Manager at a transportation company with 10,001+ employees

The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms.

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NagarajuPadidam - PeerSpot reviewer
Senior Director at DTN

JSM's best feature is the integration with other Jira products.

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Director of operations at a computer software company with 1,001-5,000 employees

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

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Sr. Manager - Global Systems Manager at a paper AND forest products with 1,001-5,000 employees

The dashboards in Jira have been the most useful feature. 

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Manager (AWS Operations) at a tech services company with 10,001+ employees

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.

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David Sandoval - PeerSpot reviewer
Senior Functional Analyst at a computer software company with 201-500 employees

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.

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Khalid-Mehmood - PeerSpot reviewer
Program Architect - Service Quality at Afiniti.com

I think it's very easy to develop any process inside Jira Service Management, you can build any software with it. It's simple to use and user-friendly. It's based on a technical system, but you can move any process into JIRA Service Manager very easily. Its workflow design is very simple and that's why people prefer this product. I think it's currently the best solution on the market.

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

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.

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Antonio Biviano - PeerSpot reviewer
Senior Consultant at FinXL IT Professional Services

Interoperability of all the modules;

A unified view of work

Dev and Ops that flow

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Sohaib Ahmad - PeerSpot reviewer
Producer bridge and media scans at Quixel

The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository.

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Sysadmin at a tech services company with 201-500 employees

I think it's easy to use and user-friendly. 

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Project Manager at a tech vendor with 10,001+ employees

We have an Agile environment and using Jira makes it easy to adhere to Agile best practices. 

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COO at a computer software company with 51-200 employees

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. 

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AshishAjmani - PeerSpot reviewer
Business Leader - RPA, AI, Blockchain at a tech services company with 51-200 employees

I like the precise ticket management capabilities. JIRA Service Management is easy to use as well.

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Buyer's Guide
JIRA Service Management
November 2022
Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: November 2022.
655,774 professionals have used our research since 2012.