JIRA Service Management Reviews, Competitors and Pricing

it_user789114

Analysis Manager at a tech services company with 11-50 employees

Jan 17, 2018

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Allows customized processes for our service contracts

Pros and Cons

"Allows customized processes for our service contracts."
"Reporting and easy export to Excel spreadsheets."

"SaaS version for large organizations (more than 2000 users) is not available."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."

What is our primary use case?

Service Desk and implementing typical ITIL processes (change, incident, problem, support management, etc.).

How has it helped my organization?

Allowing customized processes for our service contracts.
Reporting and easy export to Excel spreadsheets, or similar.

What is most valuable?

Code available
Emails for groups
Usability
Bang for the buck (in small and mid-size organizations)

What needs improvement?

SaaS version for large organizations (more than 2000 users) is not available.
Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS.

Buyer's Guide

JIRA Service Management

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824,067 professionals have used our research since 2012.

For how long have I used the solution?

One to three years.

Disclosure: I am a real user, and this review is based on my own experience and opinions.