JIRA Service Management Reviews

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.

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.

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.

One thing I would suggest is that before we create an epic, we mention the required stories in its description. Then AI could directly create those stories instead of doing it manually inside the table, so that integration can occur.

I have been using it for more than six years.

Instability happens sometimes - although not frequently.

The tool is scalable. As a user, it is easier for me to create multiple stories and epics, which aids in scalability.

The company would have a new project assigned to it, and the team can work on it. The only effort required is during project planning. We need to organize the stories and other details, however, instead of using Excel, we can use Jira board to prepare everything. 

I have not worked directly on the pricing.

For code changes, we are using Bitbucket, not Atlassian directly. We have Bitbucket with Atlassian, and that is how it is integrated.

It's a good experience. I rate it ten 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.

We are only using JIRA Service Management for a limited amount of use cases.

The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms.

I have been using JIRA Service Management for approximately two years.

For the environment, we are using JIRA Service Management for it is stable.

JIRA Service Management is able to scale to a reasonable size. Since it is hosted in the cloud there are not any scalability issues.

We have approximately 500 to 1,000 users using this solution.

We are using the premier support from JIRA Service Management.

I rate the premier support from JIRA Service Management a five out of five.

I rate the standard support from JIRA Service Management a three out of five.

Neutral

The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration.

We have a two or three-member team that does the maintenance for JIRA Service Management.

The price of JIRA Service Management could be reduced.

We did not evaluate other solutions prior to using JIRA Service Management. The company preferred this solution.

I rate JIRA Service Management an eight out of ten.

The SLA, speed, the comments from the agents' side, and the dashboard for agents are the most valuable features. 

From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server. It will give them a view of what's happening if you want to manage requests for change or incidents or planned maintenance. That is available in BMC. They can put a timeframe for maintenance, whenever you want to raise issues, it will tell you that there is client maintenance. And it prevents you from creating issues. This kind of automation is missing from Jira.

Maybe I could find it if I added add-ons or patch in add-ons. Jira cannot compete with what is developed now in ServiceNow and BMC. They are focusing on having a full set of ITSM and a full set of ITOM, which is needed to enhance a lot in Jira. 

There are improvements in every release. They don't look at competitors. They focus more on enhancing bugs or enhancing the features that they have, to fix the bugs that they have, to listen to the users' recommendations. The other competitors are looking to enhance, to change entire the platform to make it reliable, or to make it also near for the growth of the company expectation. The IT team is looking for more automation, more link with systems. How they can, for example, prevent issues from happening. 

We want people to not slow down with the tickets. We want people to have the issue solved automatically. I know that there are add-ons, but always does not fit or is not always in the proper way that we are looking for. 

I have been using this solution for seven years. 

People are looking for more stability and reliability in the system, which is improved in every release, which is good. It's always improving. I feel the difference from the day I moved to version seven and today. It's become faster and they don't have issues with the slowness anymore.

Their response is good. I don't open a lot of tickets with Atlassian. I have a contract with my vendor, who is a partner of Atlassian. My contract with him is not to solve issues, it's more to have more help in scripting or in developing a small script to help me do something which cannot be done directly from Jira. Within the full year, maybe one ticket or two tickets are raised with Atlassian. 

I did the migration from version five to seven. I have a good idea about the flows and the workflow, the customization inside the scheme, and things. Within three or four months, we migrated everything to the new platform. The beauty of Jira, because it's simple, even the workflow is easy to understand. 

It's easy to use.

Compared with other vendors, pricing is okay. But they increase the price every year which gets me in trouble with finance. I have to convince them why I have to pay these extra amounts which are supposed to stay the same. 

I know it's not linked to Atlassian always, because also the other partner was giving us the price directly. 

I would rate Jira an eight out of ten. 

I would like for them to have automation to change the portal, it's still limited. It's not user-friendly compared with other vendors. 

I recommend would, of course, recommend Jira. It depends on the users. When we started, it was good for us but now that the company is growing and we have a lot of applications, a lot of servers, a lot of complexity, and a lot of links between application services, it's not perfect for us. Our infrastructure has also become huge. We have cloud, hybrid, and on-prem. Sometimes we face an issue, but we spend hours understanding where exactly. It can be small things, but no only can understand where exactly. So that's why we are looking for something that can help with this, to prevent us from raising issues, and to find a solution.