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Khalid Qureshi - PeerSpot reviewer
Program Architect at Afiniti.com
Real User
Top 5
It comes with features beneficial to processes and workflows, but needs to be more user-friendly
Pros and Cons
  • "In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
  • "Jira Service Management should be more user-friendly."

What is our primary use case?

We use the product for our procurement processes and our service desk. We use it for our different teams working on the development side for smaller projects, as well as capital planning.

We have the solution deployed on-prem and on the cloud. We have only one team on the cloud and about 35 teams working on-prem.

What is most valuable?

In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations.

What needs improvement?

Jira Service Management should be more user-friendly, like other tools. We configure different projects on these tools, so it's okay for us, but Jira could be a little more simplified for clients. Similarly, there should be licenses for frequent and infrequent users.

For how long have I used the solution?

I have used Jira Service Management for four to six years.

Buyer's Guide
JIRA Service Management
January 2025
Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: January 2025.
832,138 professionals have used our research since 2012.

What do I think about the stability of the solution?

The solution is quite stable. With 30 teams on the solution, there must be more than 30 projects with multiple requests coming in, but two people are enough to handle Jira. I rate the solution's stability an eight or a nine out of ten.

What do I think about the scalability of the solution?

We have about 1,800 employees in our organization, with more than 30 teams working on Jira. The users are all from procurement teams, finance teams, the capital planning team, the service desk, the development team, the networking team, the data center team, and the operations team as well. We are delivering tickets to our operations team. Everyone is using Jira right now. I rate the scalability of the solution a seven to eight out of ten.

How was the initial setup?

The initial setup is very easy. Initial deployment wouldn't take more than a week because it's not a big deal. The configuration and other tasks will definitely take some time due to discussions with teams and project configuration. One person is enough for deployment. We have two people providing support for Jira.

What's my experience with pricing, setup cost, and licensing?

I rate the pricing a ten out of ten because it is very highly priced. We have paid $20,000 recently for a one-year license for our on-prem server.

Which other solutions did I evaluate?

We have also procured ServiceNow. Other tools like ServiceNow and monday.com provide simplified user interfaces.

What other advice do I have?

We have started moving into cloud deployment because Jira has discontinued the support for the on-prem servers. Moreover, we are moving to the cloud to reduce the cost. There are many users who are licensed for our on-prem server, but they are not using it. We have 1,800 employees, but out of 1,800, there are 1,000 employees using Jira on a daily basis. We are paying the cost per user. There should be licenses for frequent and infrequent users. For example, my manager logged in once in one quarter or after two months or one month, and we are paying $20 per user.

If they want to save money and have the ability to make workflows by themselves, they can use it for startup companies. Startup companies should instantly go to Jira because it can help them in all departments. They won't need to buy different software for different departments, so it's better to go for Jira and make workflows for each department, which will all be using the same software. That way, they can interconnect within the departments.

I rate Jira Service Management a seven out of ten.

Which deployment model are you using for this solution?

Hybrid Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Sai Durga - PeerSpot reviewer
Sr.Software Engineer at Xoriant
MSP
Reasonably priced with good script customization and an easy setup
Pros and Cons
  • "The initial setup is pretty easy."
  • "I'd like to update the dashboard so that more features are available."

What is our primary use case?

On a daily basis, we're working on migration activity. Apart from the migration activity, we're working with the modifications and workflows for particular people who need to approve activities - those who are doing user management and customization. We are doing some scripts on the create screen as well. Whenever there is an approval, it may require setting some features that hide things automatically or some features that need to be filled automatically. We have Lambda in the AWS. In Lambda functions, all the fields in JSON format need to be triggered in Jira. 

What is most valuable?

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.

What needs improvement?

While I really like Scriptrunner, there are behaviors we don't have in the cloud. In the cloud version, we need to do scripts and evaluators only. We don't have behaviors in the cloud. They need to do some updates in the cloud in future releases.

For example, we have ten custom fields in the data center create screen. If you select the first custom field, it will drop-down automatically the following nine custom fields that need to be changed. Any unwanted fields need to be hidden automatically. When we use the behavior, it is in the data center server version. However, working on the cloud version, we don't have that behavior feature in Scriptrunner. We must go with the validators if we need to write any scripts in the cloud. 

Basically, the cloud and the server aren't identical. They work in slightly different ways and the new cloud isn't the same as the server.

I'd like to update the dashboard so that more features are available. 

For how long have I used the solution?

I've been using the solution for the last five years. 

What do I think about the stability of the solution?

The stability is okay. We do get bugs. However, we can figure it out. 

What do I think about the scalability of the solution?

The solution is scalable. You can add users. 

We have a license for 10,000 users. However, only 8,000 people are using it. If users are not using it for 15 days, we'll remove them.

How are customer service and support?

I work on technical support. We have low priority, medium priority, hybrid, and critical tickets. The simple tickets we'll assign to junior-level people if we have any. If the bandwidth is less, then we'll take the tickets. If bandwidth is more, then we'll assign the tickets to the lower-level people. However, in general, we deal with support queries. 

I have years of experience with Jira and have a good level of knowledge. 

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

We had ticketing systems from ServiceNow and YouTrack. Compared to Jira, the tools are not very good. For example, if you take the workflow only in the Jira, the workflow will be simple. However, with the other tools, workflows can be a bit complex. They need to write some Java code, for example. There is some complexity. They are also not that economical compared to Jira in terms of pricing. 

How was the initial setup?

It is not complicated to set up. It's pretty straightforward. I can set everything up in about two hours. However, if any customization is needed in the database, it will take some time. It depends on the customization and the client as well. 

Some clients don't want any customized as well. They want only a simple setup. What we'll do is we'll install a server. We'll do the project's setup, explain everything, and show the server customer the base we have. Based on the blueprints, we'll create data servers, et cetera, and they'll use the simple workflow.

Going forward, they'll learn how to use Jira by doing. Once they know Jira, they'll ask for the customization part. 

What about the implementation team?

We can handle the initial setup.

What was our ROI?

It is worth the money; however, if a company has budget complications, they should start with a standard version. 

What's my experience with pricing, setup cost, and licensing?

The price of Jira is very good. 

We have a standard basic version. We also have premium plans we have in Jira. The cost depends on the plan. It also depends on the number of users and plugins. 

A basic plan will charge $10 per user. A more premium plan will charge $18 per user.

What other advice do I have?

We are Atlassian partners.

We have a cloud version, and we have a data center as well. In the cloud, we are doing migration activities. In the coming next two years, when it comes to the server, there is no support and therefore, we're planning to completely move to migrate to the cloud.

If you are using this software for the first time, I would suggest the use of the cloud instead of a data center server. I prefer to use the cloud due to the fact that, in the coming two years, the server won't have that much support. Everyone is moving to the cloud and it's developing daily. The automation is inbuilt in the cloud compared to the server as well. Of course, for automation, you will have to pay.

We do find the cloud more secure and there are updates happening day by day. It's becoming more robust.

I'd rate the solution eight out of ten. If they improved their API integrations, I would rate it higher. 

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Amazon Web Services (AWS)
Disclosure: My company has a business relationship with this vendor other than being a customer: partner
PeerSpot user
Buyer's Guide
JIRA Service Management
January 2025
Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: January 2025.
832,138 professionals have used our research since 2012.
Works at Lennar
User
Top 20
Commonly used and manages sprints efficiently but needs more file management control
Pros and Cons
  • "Everyone knows how to use it, so there's no need to teach new members."
  • "Everyone knows how to use it, so there's no need to teach new members."
  • "Jira Service Management could improve by offering more control similar to Monday.com, such as easier automations, file addition, and sharing with different people."
  • "Jira Service Management is expensive and not worth the money compared to monday.com."

What is our primary use case?

I am primarily using Jira Service Management for sprint management, estimations, planning, pre-planning, and conducting all the sprint ceremonies with user stories and estimations.

How has it helped my organization?

It's commonly used, so we don't need to teach anyone. Any new member that joins knows Jira Service Management.

What is most valuable?

Everyone knows how to use it, so there's no need to teach new members. It's as widely recognized as word processors.

What needs improvement?

Jira Service Management could improve by offering more control similar to Monday.com, such as easier automations, file addition, and sharing with different people.

For how long have I used the solution?

I used it a lot before stopping three months ago.

What do I think about the stability of the solution?

We never faced any latency or stability issues. My team had never more than six or seven people, and it was stable for our needs.

How are customer service and support?

I had to use support management tasks regarding the API. They didn't help with my issue because it was something that was not supported.

How would you rate customer service and support?

Negative

Which solution did I use previously and why did I switch?

I used NetSuite and considered monday.com to be more beneficial.

What was our ROI?

It returned value, but I'm not sure if it completely covered the investment. It's useful.

What's my experience with pricing, setup cost, and licensing?

Jira Service Management is expensive and not worth the money compared to monday.com.

Which other solutions did I evaluate?

I used NetSuite and evaluated monday.com, which has more control and features I find beneficial.

What other advice do I have?

I rate Jira Service Management a six out of ten. I used monday.com due to its ability to provide more control, automations, and better file management.

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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AbhishekSingh10 - PeerSpot reviewer
Program Lead at PureSoftware Ltd
Real User
Easy to maintain and use with good reliability
Pros and Cons
  • "It scales well."
  • "The deployment can be a bit complex, especially for those who are not technical."

What is our primary use case?

Jira Service Management was a plugin and was not a completely different tool. Earlier, it was just a plugin for regulation. Later, they introduced it as a different tool. Earlier it was known as Jira Service Desk, and now they introduce it as Jira Service Management, a different tool.

If you have a product-based organization, then people used to use it for interacting with the client and getting the requests from the client. If it's internal, there could be a Help desk, IT service desk, or finance service desk, wherever you have to exchange the request between agents and the user base. You have to pay the license only for the agents, not all users. People can create their tickets free of cost. There, you get the portal, and any number of users can create their tickets, and only agents need a license to resolve their tickets and work on their tickets.

How has it helped my organization?

Earlier, people used to communicate using email. For a single complaint or for any single task, you are sending so much mail in a chain. If you have to search for any single item in that chain, you go into the first email to figure out where it started, how it started, what the resolution was, and what the discussion was. If you are using Jira Service Management, you can search for the tickets within seconds, and you get the whole history of that issue. It's much easier. There's more clarity.

What is most valuable?

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. 

What needs improvement?

Feature-wise, they are improving day by day. I cannot ask for any single feature. We have to worry about how they are increasing their price. Atlassian will increase the price by 5% for most of the tools. It's getting expensive. 

The deployment can be a bit complex, especially for those who are not technical. 

For how long have I used the solution?

I've been using the solution for seven years. 

What do I think about the stability of the solution?

The solution is stable. There are no bugs or glitches. It doesn't crash or freeze. 

What do I think about the scalability of the solution?

You can scale the solution whether it is deployed to the cloud or the data center. 

While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed. 

We're using the product quite extensively.

How are customer service and support?

Technical support has been helpful. I have found some bugs in the past, and they did a good job in helping us deal with them.

Which solution did I use previously and why did I switch?

I am aware of ServiceNow as well. The UI is not as user-friendly, and it costs more. 

How was the initial setup?

I cannot say it's too easy to set up. It is moderate for a technical user, and for a non-technical user, it will be a bit difficult. There are many things you have to configure. You have to configure the permissions and notifications for customers and agents differently. You have to set up the portal and many more things. 

The deployment will not take too long if it's on the cloud. The infrastructure is already ready for you. Since the server is closed, you only have the option of the data center if it's a data center. However, if you are going to deploy it in a data center, then obviously, it'll take more time.

You only need one person if you are deploying on a cloud and two or three people if you are deploying on a data center. If you are deploying on Linux, you may need someone well-versed in Linux. The cloud is an easy, fast deployment as you can do it in a few clicks. The data center takes more people and time. 

What about the implementation team?

You cannot do it own. There are requirements the IT team is used to manage various items, including SSL licensing certificates. You have to get SSL certificates from them. The infrastructure is usually managed by IT, and you must host your instance there, so you need help from them. The implementation is usually a combination of two teams, both IT and non-IT.

What was our ROI?

We have witnessed an ROI. The solution has paid for itself.

What's my experience with pricing, setup cost, and licensing?

You can choose either monthly or yearly licensing. The cost has recently increased. It might be around $20 to $25 per user license. 

You have three types of plans: standard, basic, and premium. If you need to configure it more, you have to use some plugins from the Atlassian Marketplace. For those, you have to pay whatever they may cost.

What other advice do I have?

I'm a customer and end-user.

We use a few Jira tools across the organization. 

It is one of the best tools in the market right now. If you are looking for any service management tool, then you have to go for it. It's easy to maintain and easy to use. The user interface is very good. 

If you are in a client-based organization, your client will find it more useful as you can integrate with Confluence, and then you can deflect the users to the knowledge parts. You can create your own knowledge information on Confluence, and, without creating tickets, you can redirect your client or user to Confluence.

From there, they can get the information they need. It saves a lot of time for the IT team and empowers the users to do things by themselves. They do not have to follow up. They do not have to create a ticket.

I'd rate the solution nine out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Rahul Bawaskar - PeerSpot reviewer
Project Manager at T-Systems International GmbH
Real User
Top 20
Effective ticket management and workflows with valuable Kanban board
Pros and Cons
  • "Apart from ticket management and workflow, the Kanban board is one of the helpful tools in Jira."
  • "There should be some AI integrations now as AI is in the picture."

What is our primary use case?

We are not using the systems we have at Jira, however, we are using the Jira environment of a client known as Electrify America. We are serving Electrify America and using their environment for managing tickets.

What is most valuable?

Apart from ticket management and workflow, the Kanban board is one of the helpful tools in Jira.

What needs improvement?

There should be some AI integrations now as AI is in the picture. One should have some risk analysis done and auto code analysis done on the ticket.

For how long have I used the solution?

I have been working with Jira Service Management for almost three years now.

What do I think about the stability of the solution?

There are not really any issues. It is pretty much easier to use.

What do I think about the scalability of the solution?

Scalability is good. I can rate it as eight out of ten.

How are customer service and support?

My leads have reached out to customer support.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

I have used ServiceNow. It depends on the clients. Some clients use ServiceNow, so we have to use it.

How was the initial setup?

I have never dealt with the initial setup as it is done by the client side.

What about the implementation team?

My lead handles the deployment.

Which other solutions did I evaluate?

I have had experience with ServiceNow.

What other advice do I have?

Users should use the end-to-end tools related to project management. It is very useful in project management.

I'd rate the solution nine out of ten.

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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FrederickLim - PeerSpot reviewer
Technical Service Manager at Top Level Corporation Limited
Real User
Top 5
Customized workflows and out-of-the-box offerings to elevate incident management
Pros and Cons
  • "We have found the issue type feature particularly valuable, as it provides an out-of-the-box solution that aligns with our needs."
  • "There is room for improvement in the user interface and the queues."

What is our primary use case?

We use Jira Service Management to open support tickets, follow up on those tickets, and monitor the work log. We also perform some report filtering to follow up on outstanding issues. We utilize Jira Service Management's features to track the status and use customized workflows for incident management.

How has it helped my organization?

Jira Service Management allows us to customize dashboards to retrieve real-time data. By defining filters based on different customer types and service types, we can monitor and manage incidents effectively. This high level of customization aids in decision-making and increases visibility in tracking issues.

What is most valuable?

We have found the issue type feature particularly valuable, as it provides an out-of-the-box solution that aligns with our needs. We also appreciate the ability to customize the status workflow, surface type, and associated features, offering us high flexibility and visibility.

What needs improvement?

There is room for improvement in the user interface and the queues. Currently, the queues, which list all issues, do not allow resizing of columns and appear primitive compared to filters. Enhancing the queue interface would align it more closely with the sophisticated filter reports.

For how long have I used the solution?

We have been using Jira Service Management for one year.

What do I think about the stability of the solution?

Jira Service Management's stability is very high. We have not experienced any downtime, which ensures uninterrupted operations. The performance is excellent, contributing significantly to our IT operations.

What do I think about the scalability of the solution?

The solution is highly scalable, allowing customization and usage across different platforms, such as desktop and mobile. We haven't yet explored all features, such as allowing users to submit their tickets, so there is plenty of room for scalability in the future.

How are customer service and support?

The customer service and support provided by Jira Service Management are excellent. During my setup, I encountered difficulties, and the support team responded very fast and was very helpful in resolving my inquiries.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

Previously, we did not use any different solution for these use cases.

How was the initial setup?

The initial setup of Jira Service Management is rated a five. There is a learning curve that needs significant time investment to understand and configure the system. However, once the platform is understood, usage and configuration become much more straightforward.

What about the implementation team?

I handled the deployment process myself. Our team of six users, including myself, required involvement during the setup phase.

What was our ROI?

Jira Service Management offers high ROI due to its subscription basis and cost-effectiveness. It does not require installing a server, as it is cloud-based, further enhancing its value.

What's my experience with pricing, setup cost, and licensing?

The pricing for Jira Service Management is reasonable and not expensive. It feels fair because there are opportunities for discounts through resellers.

Which other solutions did I evaluate?

We did not evaluate other solutions because the decision to use Jira Service Management was made by my boss.

What other advice do I have?

The most time-consuming part of the setup process is learning how to customize workflows. It is crucial to thoroughly read and understand all documentation and materials provided, which significantly aids in setting up and customizing the platform.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Phanikumar Madiraju - PeerSpot reviewer
Senior consultant specialist-ITID at a financial services firm with 5,001-10,000 employees
Real User
Top 5Leaderboard
Useful to manage workloads, reports, and for tracking
Pros and Cons
  • "The tool's stability is very good."
  • "The product does not allow customization of reports."

What is our primary use case?

I use the solution in my company as it is a good project management tool.

What is most valuable?

The tool's ticketing is very good. It uses an agile methodology for delegating tickets, workload, reports, and tracking.

What needs improvement?

The product does not allow customization of reports. Only specific out-of-the-box reports are available, so you cannot customize reports very easily, which is a drawback. It is meant for some complex environments, making it a tool that is not easy to use. You need to get a minimum amount of training on the system to be able to use the product.

For how long have I used the solution?

I have been using JIRA Service Management for seven years. I am a user of the solution.

What do I think about the stability of the solution?

The tool's stability is very good.

What do I think about the scalability of the solution?

The product is scalable only if you purchase the premium license for the tool.

How are customer service and support?

The solution's technical support is good. I rate the technical support a nine out of ten.

How would you rate customer service and support?

Positive

How was the initial setup?

The product's initial setup phase is complex since it cannot be managed without vendor support.

For deployment, the packages are not readily available for download. One has to purchase the license to be able to use the product, making the complex process for which support should be made available from JIRA Service Management's team.

The solution can be deployed in less than an hour by one person.

What about the implementation team?

Vendor support is required to take care of the product's deployment.

What was our ROI?

In terms of the tool's ROI, I feel everything is good. With the use of the tool, one can save a lot of manpower and time.

What's my experience with pricing, setup cost, and licensing?

It is a cheaply priced product.

What other advice do I have?

The automation capabilities of the product are limited. You cannot integrate with each and everything. Within NetSuite and Confluence, JIRA Service Management's integration capabilities are easy to manage, but with some other tools, it can get complex.

The product is not easy to integrate with other tools.

It is easy to integrate the product with the AI part. AI helps with tracking purposes, management purposes, reports, and project execution. The tool is used a lot, making it a very useful product.

My company uses JIRA Service Management to collaborate with Confluence.

I believe it is a complete package and one of the best project management tools in the market.

I rate the solution a nine out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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IT Support Manager at MAF Retail
Real User
Anyone can set it up, and it has an automation feature that's not yet available in some competitors
Pros and Cons
  • "The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
  • "If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."

What is our primary use case?

We use JIRA Service Management for any issue coming into the store and have four escalation levels. We're also using the solution for KPIs, both in the cloud and on-premise deployments, but in the server version, there are more add-ons, such as the SLA and dashboard features.

How has it helped my organization?

One of the main benefits of JIRA Service Management in my company is the SLA. I also saw improvements in problem management and request management. The solution also competes with ServiceNow ITSM, a good platform.

What is most valuable?

I find all features of JIRA Service Management valuable. It's a helpful solution, and it's necessary for my company.

The automation feature in JIRA Service Management is also beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes.

What needs improvement?

I created one ticket in 2017 and followed up, but there's still no confirmation or resolution for it, and this is an area for improvement in JIRA Service Management. The ticket was about some enhancement to the customer portal that shows the assignee and SLA, but it's still not developed. The view of the customer is still limited. What would make JIRA Service Management better if the ticket had more details, such as resolution time, whether the ticket was breached, etc.

What I want to see in JIRA Service Management in the next release is related to add-on features, where if I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. If only a few users need the reporting feature in JIRA Service Management, I should not have to pay for everyone. I should only pay for the specific users who require reporting.

For how long have I used the solution?

I've worked with JIRA Service Management since 2012, so that's ten years or more.

What do I think about the stability of the solution?

One to two times a year, my company faces some JIRA Service Management stability issues, though it isn't entirely because of the solution. The problems sometimes arise from storage or hosting, which means my company should upgrade the version, and that's it.

What do I think about the scalability of the solution?

Scalability-wise, I'd rate JIRA Service Management eight out of ten. I see a lot of improvement on the cloud version that isn't available on the on-premise or server version, and I know that JIRA no longer sells the server license.

How are customer service and support?

The technical support for JIRA Service Management is good and answers on time. The support team also gives sufficient information about the issues, so I'd give support a nine out of ten.

How would you rate customer service and support?

Positive

How was the initial setup?

Anyone can set up JIRA Service Management. It's not complicated.

My company started with JIRA Cloud and then moved to JIRA Service Management. It took around six months to migrate from the old version to the new version because my company tried to use all features of JIRA Service Management first.

My company installed a new version or instance, then migrated the tickets from the old server to the new server. What took time wasn't the installation, but the process of rebuilding and enhancing workflows, configuring automation, and customization to meet different requirements.

What about the implementation team?

I initially asked for help from one partner in deploying and configuring JIRA Service Management, and then my company managed everything afterward. One or two others did remote sessions to help with scripting during the deployment.

What was our ROI?

There's ROI from JIRA Service Management. The solution decreased the emails and calls we received about issues, so we require all users to log everything in JIRA Service Management. We use the platform in all departments, such as Finance, HR, and Procurement. We even use JIRA Service Management for any workflow, even those needing approval or escalation, because we get ROI from it.

What's my experience with pricing, setup cost, and licensing?

The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable.

What other advice do I have?

My company has JIRA Service Management both on the cloud and on-premises.

I'm using the latest version of JIRA Service Management in the cloud, but I can't recall if the server version is 7 or 8.

The solution doesn't require maintenance after deployment. Still, my company has a maintenance contract with the vendor if the need for script customization arises, but for maintaining workflows, that's managed by my company.

The company has around two thousand agents on JIRA Service Management, but the number of customers is three thousand to four thousand. The number of users increases daily, but my team only gives them the customer view, so my company's current usage is enough.

I'd recommend JIRA Service Management to others.

My rating for the solution is eight out of ten.

Which deployment model are you using for this solution?

Hybrid Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Buyer's Guide
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Updated: January 2025
Buyer's Guide
Download our free JIRA Service Management Report and get advice and tips from experienced pros sharing their opinions.