JIRA Service Management Reviews

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

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

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.

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

The tool's stability is very good.

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

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

Positive

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.

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

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.

It is a cheaply priced product.

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.

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.

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.

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.

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.

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

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.

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.

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.

Positive

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.

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.

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.

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.

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.

We upload the tasks for the team, working with them, and they know the status of the tasks.

It helps with time management and team management of the new tasks.

The status of the tasks and the ability to assign any task to any person are valuable features.

It should be easier to log in. When I first tried to log into Jira, I faced issues accessing my company account.

I've been working with Jira Service Management for the same duration as Wazoo, which is about three months.

I would rate the stability a nine out of ten.

All of the teams in the company love Jira. 

I didn’t need to call customer support.

Positive

I didn't work with other log management tools before, but I know some information about platforms like Splunk, IBM QRadar, and others.

For Jira, the setup is good. It is an eight out of ten.

I was not involved in the implementation.

I did research about platforms like LogRhythm, Splunk, and IBM QRadar.

I recommend Jira Service Management. It helps with time management and team management of the new tasks.

I would rate it a nine out of ten.

We use JIRA for user support, specifically first-level user support. 

Additionally, we use it to plan project steps. With the Carbon dashboard, it is possible to break the project into multiple steps. You can review what is done, what is set to be done, and what has been completed during the predefined time slots. For ITSM processes, we primarily use it for access processes. 

We also utilize its automation capabilities, such as automatically creating JIRA tickets from monitoring tools during batch execution errors.

JIRA allows us to easily monitor what the team is doing and which subjects team members are working on. The dashboard feature enables us to see task statuses and facilitates task management through drag-and-drop functionality. This has improved our productivity by making it easier to track tasks and team activities.

The most valuable feature compared to JPS is that JIRA is focused on user support and project management. It is easy to communicate with end users through the application, and for specific tasks, it's possible to break them into smaller tasks and link them together. Features like the dashboard and drag-and-drop functionality for updating task statuses make it user-friendly. 

The ability to create a Deep Bucket branch or link tasks from JIRA to another JIRA is also beneficial. Automation capabilities allow for automatic ticket creation using monitoring tools.

It would be beneficial if we could turn comments into subtasks or other JIRA tickets directly. If this feature could be added, it would enhance the user experience.

I have been working with JIRA and ServiceNow for the past three years.

In our environment, JIRA is very stable. We have different JIRA instances for testing, and with our architecture, the application remains stable except during major changes or updates. Daily operations are smooth and fluent.

As an end user, I find it difficult to comment on scalability. However, our dedicated deployment team manages the architectural aspects to ensure scalability.

I have not had any interaction with JIRA's technical support, so I cannot comment on their customer service.

Positive

Previously, I worked with GLPI for about six years before switching. I stopped using GLPI because I changed jobs and moved to a position that uses JIRA and ServiceNow.

From my point of view, as an end user, the initial setup was slightly challenging due to the new user interface compared to GLPI. However, over time, it became more user-friendly, and I discovered many good options.

A dedicated team focuses on maintaining the JIRA infrastructure. When new options are needed, they evaluate and include them, making the experience better for end users.

We have seen improvements in productivity since it is easier to understand team activities and task statuses through the JIRA dashboard. Comparing task management features, JIRA significantly outperforms GLPI.

I do not have information about the pricing or licensing cost of JIRA. The last time I checked, there was a cloud version available for subscription.

For a small enterprise or team, GLPI may be a suitable option due to its free version. However, for a larger, more stable, and highly improved solution, I would recommend JIRA. I'd rate the solution eight out of ten.

As a user, I configure it with my customers. I use it for simplicity and ease of use.

Simplicity is a key aspect. It is not hard to use.

The interface could be made easier to use. While it is not the worst, there is still room for improvement.

I have used the solution for three or four years, perhaps.

I have had no problems with stability. It is 100% stable.

I was not using an administrator role, so I had no such experience with scalability issues.

I have never contacted technical support from Atlassian.

Neutral

I have had no such experience with initial setup.

It was not my responsibility as I was only a client. I did not handle the installation or purchasing.

I would rate it eight points out of ten. 

From my perspective, it was just good enough. It could be useful when it suggests what you can do for us. I am using it as an end customer, just through an interface. From my point of view, there is no specific need for automation, however, I am not an administrator. There were enough features for my needs.

Here in Korea, there's high demand for eCommerce solutions or platforms. You'll see fifty percent of products on eCommerce platforms or follow an eCommerce model. Some companies even own eCommerce platforms. For example, a clothing company wants to sell products online and uses online services. Usually, companies want to build platforms, so my company goes ahead and helps build the platforms, and Jira Service Management helps in the process.

Another use case relates to training solutions, especially with the COVID-19 pandemic. A company wants a training platform for its employees. For example, a rental company with thirty thousand service staff or installers must train employees frequently or regularly, so my company does the application development for online training solutions.

My company also uses Jira Service Management in platform-enhancing projects. For example, a company wants to enhance CRM or ERP, manage or improve hiring, do cost management, etc.

Jira Service Management is a generic solution that helps in project management and application development projects.

Jira Service Management has three features I found valuable. First, it has a workflow feature that you can configure for your specific requirements. For example, you can configure your workflows for service management, especially if you want to utilize it for a service desk. This is beneficial if your company provides services to customers where customers or users have questions, complaints, or troubleshooting requests. Through Jira Service Management, you can receive service requests and handle the requests within your organization or company as long as you configure and apply service management processes through the solution. This would still depend on your company's process. It's different from one company to another.

Another feature of Jira Service Management I like is that it lets you efficiently manage service requests with team members or employees. Team members can access and handle designated service requests, add answers, check the history, etc.

Jira Service Management also has a dashboard that helps you handle service requests well. Dashboards provide monitoring information, such as the number of service requests, which customers need information on, who's handling the service request, what's the status, and the priority levels of the requests. You can get service request statistics on the dashboard.

I also like that Jira Service Management has several feature sets you can configure. You can add columns and configure screens containing the information you want, such as customer name, environment, etc. The solution is flexible, which I also find valuable.

What's missing in Jira Service Management is the user screen. You'll find it very weird if you've never used the solution before. You won't instantly understand how to use it. It's not too difficult to grasp, but first-time users would think that Jira Service Management is a weird solution. The user-friendliness of its interface needs improvement.

There's a pro and a con to adding user screens because some people might lose product visibility if a user screen is added, but I want Jira to develop a way to add user screens to Jira Service Management.

I started using Jira Service Management in 2014. I've been using it for eight years now.

Stability-wise, Jira Service Management is a nine out of ten because it's been stable for eight years.

Jira Service Management is very scalable, so I'd rate its scalability as nine out of ten.

My rating for Jira Service Management technical support is eight out of ten.

Positive

I find the initial setup for Jira Service Management very convenient. Ten minutes is enough for me to set it up. In terms of users becoming familiar with the solution, it would take one week. The total time to deploy Jira Service Management is one to two weeks; setup-wise, it's eight out of ten.

How you set up and deploy Jira Service Management depends on your needs. Sometimes you need to set the solution up with a CI/CD pipeline to streamline it. You must gather your requirements and look into your project scope, particularly application feature sets and development list. Once you have the requirements, you can drill down into the development list, break down the sub-functional list, and then identify the software design.

From the software design perspective, you need to break it down into functionalities, and once you have your functionality list, you can assign that to developers and designers. The designers and developers can work via scrum or sprint. My company practices both. People will then develop the software based on the application functionality list and perform some tests.

The QA department will then do an API test and test the user interface and feature sets. Staging, verifying, and validating requirements will also occur before the software is deployed into a production environment.

As Jira Service Management lets you enjoy efficiency and more visibility compared to other solutions, you can consequently save money, so there's ROI from the solution. Still, at first, there were some deductions.

ROI-wise, it's a seven out of ten.

Jira Service Management has affordable license fees. It's $12 a month per person. If you need support, you need to email Atlassian. Atlassian doesn't provide premium-level support that requires additional payment. My company doesn't need it anyway.

I'm a heavy Jira and Confluence user and have a lot of information on system integration projects. My company used ALM solutions ten years back, but not now. I'm looking for other solutions that provide quick delivery for digital transformation projects, as that's what companies search for nowadays.

Confluence, like Jira Service Management, is from Atlassian. Atlassian provides several solutions, such as service management and application lifecycle management (ALM) solutions.

I use several solutions, such as Jira Service Management, Jira Work Management, Confluence, Bitbucket, and Trello.

My company uses Jira Service Management heavily for sixty projects.

My company is a service integration company, so for some customers, Jira Service Management is deployed on the cloud, while for some, it's deployed on-premises. My company builds CI/CD pipelines for customers with data centers. My company utilizes Jira Service Management heavily in both AWS and Azure. The solution is deployed on Azure or AWS, depending on the customer's requirement.

Three people train users on the software. It's not difficult to set up Jira Service Management. The difficulty occurs when users have no familiarity with managing the solution. A small software development team sometimes doesn't want to use Jira Service Management.

When the solution is up, it doesn't require maintenance. If it's just a feature upgrade, it doesn't need maintenance. However, sometimes, my company needs maintenance and support because the project is continuously evolving, so there's a need to make some changes. For example, you need to change your workflow or the dashboard. Atlassian maintains the software. It's Atlassian's responsibility. My company has three engineers for ALM maintenance, rather than Jira Service Management maintenance. The three engineers support customers.

My rating for Jira Service Management is nine out of ten.

My company is a Jira customer.

I mainly use JSM to pick solutions for customers, for email to case, and for self-service tickets.

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

JSM's ability to handle large volumes of emails isn't great. Its SLA management is also very primitive and should be made more robust. In the next release, JSM should include the ability to send single emails to large enterprise organizations rather than each individual receiving a separate message. 

I've been using JIRA Service Management (JSM) for three years.

The cloud version is stable.

JSM's cloud version is scalable, but you need to be cautious with the on-prem version since you will be onboarding thousands of additional customers to support.

I previously used Salesforce Service Cloud and BCM software.

The initial setup is straightforward, but the software doesn't give any help, so you have to use third-party tools like script and SLA management tools.

JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available.

I advise anybody looking into JSM to ensure they get their workflows right and plan strategically about how they want to integrate their standard product with JSM. They should also stay away from the on-prem version. I would give JSM a rating of seven out of ten.

We are using Jira Service Management for our internal platform. Most of our drive implementation and usage is around service management.

Internally, we are using the solution for tracking. We also use the solution for our external vendor tracking and support. For example, we have automation copies to track their requests.

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

JIRA Service could benefit from improvements to its voice support. We need to have quick customer care implementation for anyone trying to connect. The platform should connect to the solution.

I have been using Jira Service Management for six years.

Our data is not on a large scale. We have approximately 1,000 employees and we are not having any issues with stability.

JIRA Service Management is straightforward between the customer interface and ourselves. It is scalable with access to the cloud. 

JIRA has upgraded its support. They are now available on time whenever we need them.

Positive

The initial setup took some time because we were using other employee data for the automation platform. It took approximately 24 days to migrate the data to get started, however, this was not complex.

Initially, we used the product vendor to help with the migration and after migration, we relied on our in-house team. We have three mobile teams supporting the platform who can help with configuration and customization. Our developers maintain the solution.

We have an annual license with JIRA Service Management, but it is billed monthly.

We chose JIRA because we did not want a large platform with a lot of features. JIRA is a good platform that can be implemented quickly with a focused offering. 

I would rate JIRA Service Management an eight and a half out of 10 overall.