JIRA Service Management Reviews

We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS.

Confluence is a great tool for documentation and tracking. Additionally, Bitbucket is essential for controlling the source code. JIRA itself is valuable for managing tickets, user stories, and pipeline. The integration between different tools provided by Atlassian products is also significant.

We use Jira Service Management (JSM) to manage tickets. 

It enables us to track, monitor, and manage user requests from initiation to resolution. We use it for the end-to-end process. We can add comments, and close requests., so our primary use case for JSM is ticketing. 

The interface is good and easy to use. We can track, monitor, and get all the details we need from the end-user's point of view for any service request.

We use it primarily for test case management and raising bugs. It is a centralized tool that we use to track test cases, integrate with automation, and manage bug fixing.

The most valuable feature of Jira is that it is free of cost, which is a significant advantage. Bug raising is easy, and integration with other tools is straightforward. 

The centralized feature allows us to track test cases and integrate with automation and bug fixing.

We are using it for internal issues related to our ERP system. We are tracking these issues and, more importantly, linking them to development tasks. So, if we've written an extension and there is a bug, and somebody opens a help desk case with it, we can link it directly to a bug ticket in Jira. We then know when this bug is fixed.

We are cloud-based, so we are always on the latest version.

The biggest thing is integration. Instead of having to have requirements in Word and then issues tracked somewhere and development tracked somewhere, everything is now in Atlassian. So, we've got requirements linked to development cases and the help desk tickets linked to development cases and tests.

Basically, I am creating JIRA tickets, querying JIRA tickets, updating JIRA tickets, creating views for all the JIRA data.

The query language and the ability to create views of the data are very useful. I can organize JIRA and set up tickets related to the projects I'm working on. It simplifies and accelerates my ability to manage tickets assigned to me or those I'm working with.

The dashboards are a good feature. The ability to actually edit dashboards is good. I can add modules into the dashboard to build out a sort of API, which is good. These capabilities are positive. Navigating around it is okay. A good example would be Visual Studio, which has an integration with Git.

We are using Jira Service Management along with a series of other tools. We use it primarily for developing our knowledge management and for scaling our service-level agreements management. 

There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management.

The other part that I haven't used as much, but I do value, is the reporting and analytics part of it.

For every project planning, we divide each project into different epics based on the milestones. Then for every epic, we create stories and tasks to complete within a two-week sprint cycle. After the two weeks, we have a review session with the clients to showcase our progress. That's how we are doing it.

The tool is scalable. It is not mainly about administrative efforts, however, as a working user, it is easier to create multiple stories and epics. For every task we are working on, the project manager can see the status once we update the stories mentioned. It helps overall project management to understand what the progress is and if there are any blockers.

My primary use case for JIRA is to track tickets while working in an agile mode. I use it during each sprint to keep track of all my team members. All the data is there, which makes it easy to analyze at the end of the year and evaluate what we have accomplished.

Using JIRA simplifies tracking issues and updates. It allows me to assign tasks easily to colleagues. This way, I don't need to set up meetings for every issue since there is a discussion space in JIRA. It is beneficial if someone is on vacation sincew others can follow up on the tickets.