JIRA Service Management Reviews

The system is relatively straightforward to configure. The ability to add custom fields is useful as is the ability to customise the individual queues for the service desk requests to sit in.

It does not integrate very well with our email system (MS Outlook). When users log issues they sometimes include a paragraph of text, or a report, with some of the content highlighted in order to draw attention to a problem. The email integration seems to read only the ascii text and throws away all of the formatting. Also if a user emails an issue in and CC's their colleagues in, the system seems incapable of also CC'ing them in on any reply and subsequent dialogue.

Just completed evaluation

Atlassian Customer service is some of the best I have experienced. We have a 500 user Jira system (Without the Service Desk add-on) and I have raised a number of issues with Atlassian support. They have all been dealt with quickly and effectively.

We used a product called Infra which is being discontinued in it's current form. We decided to review other products as we had decided to 'jump ship' with Infra.

Licensing has been much improved recently. In their previous version of Service Desk Atlassian were insisting that the customers (people who raised tickets) were all licensed Jira users. They have dropped that now and the product came back onto the radar for a lot of organisations who had previously dismissed it, purely on the shortcomings of the license model.

We also looked at Vivantio Service Desk and will probably implement this instead of Atlassian Service desk.

We are using JIRA Service Management for change of management.

JIRA Service Management is a very user-friendly solution.

JIRA Service Management could include more AI features.

I have been using JIRA Service Management for one year.

JIRA Service Management is a very stable solution.

I rate the solution an eight or nine out of ten for stability.

Around 50 users are using JIRA Service Management in our organization on a daily basis.

I rate the solution an eight or nine out of ten for scalability.

I would recommend JIRA Service Management to other users.

Overall, I rate the solution an eight or nine out of ten.

Feature tracking is a useful feature of JIRA Service Management. If there are multiple people in a team in an agile environment, it's very difficult to track whether something has gone to production or a feature has been worked on.

We use JIRA Service Management for tracking purposes, planning, and execution.

Field addition and removal features are not very intuitive in JIRA Service Management.

I have been using JIRA Service Management for six to seven years.

We are satisfied with the solution’s stability.

I rate JIRA Service Management a nine or ten out of ten for stability.

Around 15,000 to 20,000 users use the solution in our organization.

I rate JIRA Service Management a nine out of ten for scalability.

The solution's initial setup is easy.

I rate JIRA Service Management a nine out of ten for the ease of its initial setup.

JIRA Service Management has helped our organization save time.

JIRA Service Management is deployed on-cloud in our organization.

Overall, I rate JIRA Service Management a nine out of ten.

One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.

The other thing is that the solution is starting to get out of just Service Management, and it's providing a Service Management project for other parts of our business. You've got the IT part and you've also got the business support, so people can use it for services like purchase orders, applications for shipping, and other things that are used across the business. That's the other useful part, that you're able to adapt it for other things.

Because it's a cloud platform, and because it's based on people subscribing to a platform, you end up with iterative improvements. I know a lot of users have said that they want a feature, for example, that was on the on-prem version of Jira or that the cloud version is missing, and the biggest issue, and this applies to a lot of cloud or SaaS platforms, is that the vendor can't deliver or do that. They're either unwilling or unable to give feature parity. The nature of a lot of SaaS solutions is that you can't always get the same thing.

The other thing is that you may have a time lag where, suddenly, you don't have a feature anymore, and you have to log an improvement request and then wait for various other factors. Eventually, it might get progressed or it might get stopped. Probably the biggest downside is that you are locked into that model and you have to accept what you signed up for. You have some capacity to extend it with add-ins and things, but for the base feature set, you will always be at the mercy of the vendor.

A lot of the integrations within the marketplace for Jira are all third parties, so a lot of the additional solutions that plug into other platforms are not written by Atlassian and that usually incurs an additional cost. It may not be the model they want and it would stifle competition and external people being able to contribute, but it would be good to see Atlassian provide more native integrations out of the box. I'm not against paying for integration if it's going to provide benefits, but it would be nice if Atlassian themselves were able to provide some things, at least at a basic level. I know third-party vendors can commit resources and probably have far more capability to deliver something that is feature-rich, but if you just want basic integration it would be nice to have it, rather than having to buy something when you may not need all of its functions.

I have been using the solution for probably between four to five years. Previously we used an on-premise installation of Jira, and then we moved to the hosted or Atlassian offering, where they host it in their own cloud. 

From where I sit, the cloud version is superior. Mainly this is due to not having to manage the upkeep of Jira, which was quite frankly a pain, but that's just the nature of Jira.

The solution is relatively stable. There was an incident not long ago where Jira was in the news because there was a small error made by somebody, and they ended up deleting a lot of customer environments and they didn't have any backups. I think that was a wake-up call for a lot of people. Otherwise, stability-wise, it's pretty good. They've got APIs and things for various other actions and we consume that and it seems to be pretty issue-free.

We have increased our license count and our consumption of services, not just with Service Management, but our entire Jira service consumption. We upgraded our subscription at least a couple of times over the last year and it's pretty simple, you literally say what you want to do. The other great thing is that you can trial it. You can say, "I want to initiate a trial of this particular level or subscription," and then you can trial it, piece it all out, and decide whether you're going to increase.

In terms of actual support staff, we have probably between 50 to 75 employees using this solution. The whole business includes between 600 to 650 people who could be using it to log requests.

I think the complexity of the setup depends on what you take with you. We migrated our existing Service Management project to this cloud version. If I was doing it, I wouldn't bother doing that. I would archive that data and start fresh, but it does have a lot of built-in onboarding features that were quite useful. We also have a partner who's a Jira-certified implementer, so they were very helpful with a lot of the issues that we had.

One other thing was getting the SCIM, or the provisioning of users, fixed. We use Azure ID, so it was important that that was done correctly, otherwise licensing would be a nightmare. We wanted to make sure that we weren't licensing people who were no longer active, and also that everyone who needed access, got it.

We didn't require an integrator, but we already had somebody who we were working with, not specifically for Service Management, but for a number of Jira initiatives. They were able to give us pointers. You don't have to have an integrator, but it was useful.

On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous.

I would rate this solution as a six out of ten. 

One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers.

It helps us shape it for our project management workflow. We are a software development team, a software company. Internally, we also use Microsoft Team Foundation, or TFS, for our development team, while we use JIRA Service Desk for our contact points. We use JIRA for the CRM and Microsoft Team Foundation for internal use.

We designed a single page on JIRA and classified it into three parts. One part reports software bugs, another part to report requirements about software development, and the last part for other requirements or needs. The customer can follow the links that we share. The system also sets permissions for our customers. I think we shared the agent mode. JIRA has two modes, one for administration and one for customers. We shared the customer mode.

Usually, our customers need two permissions, depending on their hierarchy. One level is the manager and the other is for a regular customer. We share it with our customer at two levels. The manager sees all of the requests that are sent from the organization. The regular user-level allows one to view only their own request.

It is simple to use. It is clear for our customer, who usually don't know English very well. The simple user interface helps them use the software.

An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard.

For Service Desk, I think the product now is very good and complete. Only the management dashboard for customers is a feature we would like to see in a future release. Maybe it is available already and we just can't find it.

JIRA has very good stability. We haven't had any problems with it.

We use JIRA in parallel with TFS. We connect them with a JIRA provided API. We use this API to connect with other products. Sometimes we must program for it to download some plugins and add to JIRA, for example. We can connect JIRA with other products this way.

One of our technicians did the setup. I am the manager of a technical support team and I delegated this part of the project to one of my technicians. I think he ran a Windows server for the deployment. He installed JIRA on it and configured it. He searched how to install JIRA on a Microsoft Windows server and read the manual. I think we had no problem with the deployment process. He set it up, but I didn't hear about any problem with it.

Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.

It's uncomfortable, but because we don't have any laws about copyright, we must do it. We also do this with other products, like Microsoft's for example. We usually get them free. We have no problem using the full feature set free.

I searched about the top CRM in the world and compared features. Eventually, we selected JIRA.

I would rate this as nine out of ten. If they add a dashboard for management customers, it would be a ten.

Our primary use case is for customer service and customer requests. We also use it to set SLAs and as a general help desk. We are customers of Jira.

The solution has improved company functioning by providing more transparency, in my opinion. Our business is already working out of JIRA, so it connected directly with the platform rather than requiring us to move between several different platforms.

The reporting is a great feature. I also like being able to create customized forms which is extremely helpful.

If you raise a ticket with Jira, the portal doesn't enable any capability to see your other JIRA tickets, only the parts that are in the plugin for the service management. That's not a great experience because we have project teams that work out of their own Jira backlogs, so unless it's a link to a ticket in the JSM, there's no visibility for the customer in one single location.

I've been using this solution for two years. 

We haven't had any issues with performance, other than issues related to being on-prem. It's a stable solution.

The biggest issue is not being able to display linked issues and that makes scalability painful as far as the customer experience goes, and weighs down the system with more tickets. In terms of expanding, it's fairly straightforward. We have over 5,000 users in various roles including managers, developers, HR - it's across the board. In terms of maintenance, we have the main administrator and then a couple of guys that help out.

We transitioned from Salesforce to Jira Service Management mainly because a lot of our teams were already working out of Jira for their own project tracking. It just allowed us to bring everything together rather than working in different systems.

The initial setup was fairly straightforward and was carried out by an in-house team.

I would suggest looking into your current layout and requirements, evaluating them and then figuring out the best option in terms of how you want things categorized and broken down from both a customer perspective and a backend perspective before you try to build it out.

Despite the few downfalls, its cost is still very good compared to other holistic systems. A big reason for getting the switch approved was that the cost was substantially lower than other solutions. I can't speak for the cloud experience, I'm sure it's a little easier than running on-prem, which is very administrator heavy when you want to do a lot of automation or post functions. It's important to be prepared for that. Depending on how your organization is set up, you're likely to need your admin to do those things.

I rate the solution seven out of 10. 

We use it to track software development projects.

We get software developed faster.

I like that it's easy to set up Sprint and put tasks and stories into Sprint. It is really easy to lay out the work that needs to be done.

I think that either a Gantt chart or a calendar view is something my management is used to seeing, and while they like the Sprint burndown charts, they would still like to see what is on the plan, and what is up and coming. I would like to see improvement in the ability to filter completed tasks.

I have been using JIRA Service Management for three years.

The stability is ok for our needs. There are times when there have been some flaky things, that I don't think we expected, but it's not crashing all the time.

It seems to scale just fine.

I haven't figured out how to find Jira's technical support. There are times when I would have been happy to have had Jira technical support and I could not figure out how to get ahold of them.

There were some pieces that were more difficult than I expected. This is another place to think of some improvement. Not regarding the installation instructions, but more guidance on the different ways to set up your project and different ways this tool can be used. Again, if I'm paying for the licensing of the tools, going out, and sending lots of people to large training courses, this becomes more expensive. I'm looking for the developers to give more guidance on directions on relating to the tool and the ways that the tool is useful. 

I would rate JIRA Service Management an eight out of ten.

We are a software development company with 80 users. As part of development, we track the sprint to see if all the storyboards are complete and development completion. We notify the development team about change requests or incidents using JIRA Service Management.

In software development you need to handle case related software issues, JIRA has helped us with that.

I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting.

JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools.

I have been using JIRA Service Management for two years.

JIRA is a very stable solution.

The solution is scalable.

Once the system is integrated we look at the tickets and find the solution in-house. Someone from JIRA will contact us and offer a solution, but rarely will we request support.

We moved from HP Service Manager to JIRA Service because it was more suited to a software development company. We needed something to support our agility model where other software is focused on operations.

We used an integrator to deploy JIRA. The initial setup of the solution was simple and transferring to JIRA Service took about 3 months.

Switching to JIRA provided a financial ROI. We did the ROI study when deciding to move from HP Service Manager and determined it was beneficial.

If you are a software development company you need to use JIRA because it aligns with project management.

I would rate a JIRA Service Management a 9 of 10.