JIRA Service Management Reviews

In our bank, we use a partner company who develops software for us. They use Jira for the developer portion to track issues, or bugs, that need to be fixed on the software development life cycle. 

We have two teams, one is the development department which includes developers and business analysts who use Jira to track and develop issues within their own team and a third-party consultant. The other is the audit team who is using Jira to track their audit findings and follow-up.

Jira's issue tracking for different projects for the development side is quite useful.

With respect to our help desk, we have been considering switching from ManageEngine to Jira so that we can have a single consolidated system for all the development life cycles. Jira has different modules that can develop workflow for demand management and project management, but the solution is no out of the box and would require lots of customization. The cost of switching has prohibited us from moving ahead with Jira as a service desk solution.

I have been using Jira Service Management for almost 5 years.

Jira is quite stable.

We haven't used Jira on a large scale. Our work groups are a maximum of 20 people.

We currently are using ManageEngine for the service desk solution. This solution has been good but they do not have a consolidated system for the development life cycle. We would like to switch to Jira for this service solution as well but cost prohibits us from moving forward.

The initial setup is not complex. The deployment itself does not take much time, however the custom workflow does take longer. 

We completed the installation with the help of external consultants who are familiar with Jira.

Jira is becoming quite popular and is well supported. We find that when working with other companies on other projects, they are using Jira to track issues so it is beneficial for us to use the same solution.

Jira has lots of modules and integrations, however too many makes licensing difficult to understand upfront and becomes quite expensive to have a full solution.

I would rate Jira Service Management a 9 out of 10.

We are a services-based organization providing software services to our customers.

This product is great at providing end-to-end project management for creating dashboards, for test case management, bug defect management, and the like. The management aspect is a key valuable feature. 

I think test case management could be more efficient. It currently requires two plugins which makes it less effective. At the moment with Jira, there are various products not included in the license such as CI CD pipeline or Atlassian Bamboo. Even if you take a bundle, these products are considered separate. On the other hand, if you buy an enterprise version of Microsoft Azure DevOps, a competitor of Jira, it's a one-stop solution on a single platform. 

I've been using this solution for over 10 years.

The solution is stable. 

The scalability is good. 

We don't use the technical support very much. Jira provides good documentation. 

Jira's advantage is in the straightforward set up. It's very easy in comparison to other tools. Deployment generally takes two to three weeks before we can go live. We use a third party for our deployments. The infrastructure environments vary from client to client. The deployment requires testers, developers, a technical architect, as well as project and service managers. 

The cost of the product is not very expensive but if you need to buy other plugins such as Confluence, it costs extra. I would recommend choosing a bundle option, if Atlassian gives you that option with Jira Confluence.

We also deploy Microsoft Azure DevOps. The client generally decides which solution they want to go with. The added advantage with Microsoft is that it's a one-stop solution whereas Jira's benefit is that it offers a less expensive product. 

I rate this solution eight out of 10. 

We use this solution for ITSM solutions including for our help and service desk for user support ticketing and incidents. There are several use cases for this solution and its usage depends on the kind of the company.

The customer portal with connection with our knowledge base has been most valuable. The queues to classify requests and SLIs to measure the quality of the service response and resolution time have also been great. It offers flexibility to configure workflows.

The product could improve its asset management.

I have been using this solution for seven years. 

It is a stable solution. You can deploy it with high availability in a cluster.

This is a scalable solution. You can add clusters or servers if you need on-premise solution or for a cloud solution.

I would rate the technical support for this solution a four out of five. 

The installation is simple but you need to set up a PDF to initiate the configuration and adapt to the customer or user needs. It's very flexible, but you need to complete the configuration work.

The cloud version or AS version takes minutes or hours to deploy. For on-premise version, you need between five to 20 days. It depends on the initial needs of the customer. Compared with other solutions like ServiceNow or EasyVista, this is a solution that can be deployed in less time.

It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing. Asset management has an extra cost. The relation between price, functionality and usability is good.

I would rate this solution a nine out of ten. 

We use JIRA Service for our help desk, our procurement processes, and for our financial approvals. We also use it for our technical team collaboration with lines. I'm a program architect.

I think it's very easy to develop any process inside Jira Service Management, you can build any software with it. It's simple to use and user-friendly. It's based on a technical system, but you can move any process into JIRA Service Manager very easily. Its workflow design is very simple and that's why people prefer this product. I think it's currently the best solution on the market.

Service Management currently lacks an asset management module that can make deployment more difficult. We recently had to purchase SolarWinds Asset Management to cover that aspect.

I've been using this solution for 10 years. 

The solution is stable. 

We have around 700 users so the solution is scalable.

The customer support could be improved. 

We used two or three of our developers for the initial setup and they also manage the server. It's not a large team.

Licensing costs are on the expensive side. 

The solution is suitable for mid-sized or enterprise companies and I rate it 10 out of 10. 

We use this solution for support for our projects.

I think one of the most valuable things is that it's all integrated. Between the Wiki and the product itself, whenever someone is typing in an error, it automatically pops up a solution.

Whenever we want to fix or improve something, Atlassian send us to the marketplace. We can vote for improvement, but it is really hard to get Atlassian to move forward with production because they have a huge marketplace. There are a lot of companies developing fixes or features, and you can pay for those features. I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market. 

An additional feature I would like to see is automation. JIRA offers the functionality of global automation in their highest plan, but it's at a higher price. Sometimes they release good new features, but they're always at a higher price so most of the features are only available for the highest plan. I would like to see new releases also being available to the lowest plan.

I have been working with this solution for four years. 

The solution is quite stable and we've had no problems with it. I would rate the stability as an eight out of ten. 

It is easy to scale, especially because we are working on SaaS, so it's not a problem for us. We have been putting a lot of new projects on JIRA Service Management and we've never had any issues. Approximately 200 employees use this solution at my company. 

I have opened tickets with the support team. Sometimes the answer is good, and sometimes you're commonplace behind a priority search, so it all depends on the technical representative that picks up the ticket. I would rate the technical support as a three out of five. 

Neutral

The initial setup was quite easy. 

On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four. 

I would rate this solution as an eight out of ten. It's a good product. 

Most of the use cases were finding solutions to customer problems and SLA cases. We worked with customers on some cases like call centers and with some companies who would like to solve their customer's problems. We also worked with the banking industry and insurance industry.

I have worked at OBSS, which is one of the biggest software companies in Turkey. They were also one of the Atlassian Solution Partners in Turkey. I recently left that company.

Compared to other solutions, Jira Service Management is really reasonable regarding price and speed. Technical support from the Atlassian agents is great.

In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud.

When I was working at that company, we started to work with Central Bank of Turkey. We also worked with the defense industry. The biggest complaint was about data privacy. If Atlassian opened a data center in Turkey, that would be a very good solution for these kinds of companies.

Some plugins could be implemented into Jira Service Management, like our plugin. We had our own plugin calculated each status and how much time the company spent in each status.

I have used Jira in the past 12 months. We were using the server type of license. I don't remember the exact version we used, but I have also used the cloud version of Jira Service Management, which was called Jira Service Desk in the past. I used it for more than three years.

The solution is stable.

There were three or four people working on maintenance, but their work was not only in Atlassian. They were working as system engineers. This is one of the responsibilities of maintaining Atlassian products and services.

The solution is scalable. The data center's most popular feature is being scalable.  The cloud is very fast, and setting it up is very easy. 

Our company had around 500 people, but after I left the company, it was around 700 or 800 people.

Technical support is good.

When we created a ticket on Atlassian, they were also working SLA services, L1, L2, L3, and L4. When we created a ticket, we were getting very good service from an agent. In some cases, we had talks with our channel manager, especially about the cost of licenses.

We previously used Confluence, Puppet, Bamboo, and HipChat, and then it was sold to Slack. We used Fisheye and Crucible as well. We were using most of the solutions regarding Atlassian. In my daily life, I have also used Trello.

I worked mostly as a business developer, but when I received feedback from our deployment staff, they said it was not difficult to deploy the solution. Cloud is very easy to use. You just can start to work with it.

The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian.

I would rate this solution 9 out of 10. 

Sometimes the beginning of the implementation and working with custom-built workflows was a little bit difficult for regular companies. At this step, I strongly advise that they work with an Atlassian Solution Partner.

Specific industries need specific solutions. Atlassian partners have a lot of experience, maybe in that specific country and in that specific company field.

I'm working with a new organization, and we're considering going with Jira. First, we wanted to show the management, the features, and what options the competitors offer as well. Then we'll be moving forward.

Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us. 
These were the two main features that I'm looking forward to using at this current organization.

With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered. 

I've been using Jira for the last 10 years.

Jira is of course very scalable.

We haven't faced any technical issues so far. Standard and premium support are both available 24/7, so I'm guessing it is going to be good. 

Setting up Jira was very easy. The interface is good. Implementation is simple. One person can set it up by himself.  And the user experience is really good in Jira. 

For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay. 

I would rate Jira Service Management 10 out of 10. I think that people should really go for it because of its ease of use. I would definitely recommend it to others.

The solution is mainly used for testing the product. It's for managing the team and the BI team among others.

The service management aspect of the solution is excellent.

The solution has good cloning capabilities. Our team was happy with it.

The initial setup is easy and straightforward. 

Overall, it's the best option on the market, after looking at other products.

The solution needs to be integrated better with Office X5. We use that often and need Jira to be able to effectively communicate it.

Right now, my judgment of the solution is based on their trial version. I haven't likely experienced the full functionality and features that are already there. That's why I cannot give you the highest measurement for performance. A paid version may have much more to offer clients.

I haven't experienced asset management within the product. In the IT field, assets are the biggest issue for the life cycle of any service within IT. I didn't see this part, and I'm not sure if that functionality is already presented within Jira. I saw it in other products, however, in Jira I didn't find it. Maybe it comes at an extra cost, and this is in a paid version.

I've used the solution for about four months or so.

I don't have experience with stability. My team would know more than I do.

I'm planning to expand and change the license type, from the free one and to the professional one, in order to get more functionality and features. Our target is to do so in the coming year. Our plan is to increase usage. 

For the time being, we only have a limited number of people in the office using the solution. There are maybe only seven or eight of us on it right now. 

We haven't needed to contact technical support yet. So far, everything has been very straightforward and we haven't needed help.

The initial setup is not complex or difficult. It's straightforward. 

I handled the initial setup myself, in-house. I did not need the help of a consultant or integrator.

Right now, I am using the free version of the solution.

I'm comparing different desk and service management platforms. Jira is one of the top selected products, especially for the project management cycle. Jira was the best. I've tested many options, and many of them are well-known brands. 

I'm just a customer.

I'd rate the solution at a nine out of ten. We've been happy with the product so far. 

I would recommend the solution to other users and organizations.