JIRA Service Management Reviews

The primary use case for this solution is project management.

The deployment model we used was cloud-based.

Depending on the project your deployment model would be using a hybrid cloud or a private cloud.

One of the things that I love about JIRA is that it connects the team together, and this is something that I will always need.

I believe that JIRA is one of the best project management tools. I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances. I can update the workflow on the project that I am working on.

One of the issues is that this solution keeps changing within a short period. 

During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again.

Some enhancements can be done on the GANTT chart. It is not as user-friendly, and not easy to get established in JIRA.

I would like to see the documents open in the same browser, and not need to download it each time. It is not easy to be established, it requires a lot of work to keep it up.

In the next release, I would like to see more work in preferences. It would be great.

The solution is stable.

This solution is scalable. It's flexible.

We have not used the customer service/technical support. We use the technical team at our company.

The setup was a bit complex.

If it is on the cloud then it's easy to establish but if it's on-premises it is more complicated.

We had competitor options. It was between TSL and JIRA.

I wanted JIRA for the UI and its usability.

We are resellers for this solution.

I would recommend the JIRA Service desk, but there is always room for improvement.

I would rate this solution an eight out of ten.

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. 

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. 

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.  

What I really like about this solution is how it manages the queues, the tickets, and the routing.

I think the solution has a lack of capabilities from the user's perspective. I would, for example, be able to see all the phases instead of only being able to create a ticket. I want to be familiar with all the steps and be able to change things during these steps. I would like to see that improved. 

What's more, we wanted to be resellers for this program, but it was denied, unfortunately. The claim of the developers was that they didn't need other resellers or partners. I think they made a mistake because we work with a lot of customers. So I think that needs to be improved because we sell and we are business partners of IBM and Microsoft, for example. But with Atlassian, it's very, very hard. 

The solution is very stable.

I don't think the program is very scalable. It lacks scaling capabilities from the performance perspective and load balancing and some other infrastructure capabilities. This is a real disadvantage if you compare it to other tools.

The technical support was average.

My advice to others would be to use the solution as is, and not to try to perform some sophisticated solutions. If it fits to your needs, take it. If not, use another solution. I rate this solution a seven out of ten, and in the future, I would like to see better infrastructure, more scalability, better performance, load balancing and things like that. 

One of the primary things we use JIRA for is the Kanban Board feature. We use it for managing our projects and issues as well as accountabilities within the company. We have a homegrown — I suppose you could call it a Six Sigma type — approach. We identify the six main projects and the six areas where you can make the biggest difference within the company. Then we identify six projects that we're going to work on within those areas.

We use the Kanban Board extensively. We use the Confluence facility on the backend. Really,  we use Confluence and JIRA both together: Confluence for global planning and JIRA for issue and project management.

It simply helps us shape our project management workflow.

The implementation that we have is highly customized, so I can't talk to the capabilities of JIRA product independently because I'm not familiar with all of the different things that can be done with it. It's very useful in terms of the dashboard for the office, and the overview of all the different issues and props, what's on backlog, what's in progress, what's been resolved. That kind of thing, is very helpful.

One of the best additions to this product would be a single centralized point in which to store all the documents that are involved in progressing with tasks. For instance, if you're working on a JIRA task and you attach a document to it, not everybody will share a centralized storage facility where all the documents are. The idea would be to make it so everybody can see (or view) the same current document. They would get specific privileges (e.g., view or edit). But if a document is shared now, as it is in potentially an older version, it may not be accurate. Better to share the current document so that everyone has the same information.

Centralized document storage would allow all documents to be linked to any issue where it was pertinent rather than having to be attached to specific issues and limiting the viewers.

The product itself seems stable. We don't run into issues where we blame JIRA directly for failing.

JIRA can really scale perfectly for our needs. We have both end users and admins using this product. Really, everybody in our company uses it. No one has a problem with getting access and we scale as needed.

I haven't had any access to JIRA's technical support at all directly, I've never had any need to call them in. Generally, that would be someone else's responsibility. I'm not aware of having anyone in the company having issues with support on call or other contact.

We have looked for solutions in terms of the enterprise applications that are used by my company. We already have Confluence, we have JIRA Service desk, and we have Quest KACE Endpoint Management. We also use VMware AirWatch, virtualization productivity, and Dell hardware. A solution that works with these existing tools means that there is lest to change and train.

I wasn't involved in the setup of JIRA, so I can't really comment that much on that aspect of the product. It was set up by one of my other team members. However, I've been told it was a relatively straightforward process. The customization, which is substantial, has been difficult. That is obviously not the fault of the product itself.

We had specific goals in using a suite of products and we are doing our own deployments based on goals that we define. Essentially we didn't need outside help.

When considering a solution it is best to stay as standard as possible when adopting it. The further you get off the standard path the more difficult it is to adopt or adapt to other solutions if that becomes necessary or desirable in the future.

I can't actually give it a fair appreciation at this stage of the capabilities of JIRA as a stand-alone product because of the way we have implemented it in a cluster of other products. 

At this stage, I would give it a five out of ten. This is mostly because we rely on other products for certain services or features. If JIRA had more comprehensive coverage of what we require, or if it was easier to implement what it already does, the rating would be higher.

We use this solution as a help desk. It's a place where the users upload tickets related to a new project, new ideas, new incidents, and things like that.

The solution has provided us with a tool for ticket management.

The most valuable feature of this solution is that it is user-friendly. It is web-based and can be accessed from everywhere.

This solution lacks features for project management. I would like to see more reports.

This is a stable and reliable solution.

We have a contract with a local partner for technical support and they are fine.

This solution was in place before I joined the company, so I don't know about the initial setup.

Our local partner handled the implementation for us.

I would rate this solution a seven out of ten.

We use JIRA Service Management for internal product development. We use it as a ticketing tool, for issues and bugs, for user storage, etc.

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

I think the performance can be better.

We've been using it for six months. It is deployed on the cloud.

It's pretty stable.

It's very scalable. We currently have four to five staff using this solution.

My experience with JIRA's technical support has been fine. I'd give them a nine out of ten.

Positive

The initial setup is straightforward.

I advise you to go for it. JIRA Service Management is user-friendly and can help you achieve what you want to achieve.