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.
Vice President at Goldman Sachs at a computer software company with 10,001+ employees
A stable solution that can be used for feature tracking, planning, and execution
Pros and Cons
- "We use JIRA Service Management for tracking purposes, planning, and execution."
- "Field addition and removal features are not very intuitive in JIRA Service Management."
How has it helped my organization?
What is most valuable?
We use JIRA Service Management for tracking purposes, planning, and execution.
What needs improvement?
Field addition and removal features are not very intuitive in JIRA Service Management.
For how long have I used the solution?
I have been using JIRA Service Management for six to seven years.
Buyer's Guide
JIRA Service Management
January 2025
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What do I think about the stability of the solution?
We are satisfied with the solution’s stability.
I rate JIRA Service Management a nine or ten out of ten for stability.
What do I think about the scalability of the solution?
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.
How was the initial setup?
The solution's initial setup is easy.
I rate JIRA Service Management a nine out of ten for the ease of its initial setup.
What was our ROI?
JIRA Service Management has helped our organization save time.
What other advice do I have?
JIRA Service Management is deployed on-cloud in our organization.
Overall, I rate JIRA Service Management a nine out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Atlassian Technical Lead at VIDSCOLA
Useful ticketing system, frequent updates, and scalable
Pros and Cons
- "The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
- "As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
What is our primary use case?
I implement JIRA Service Management for customers. The solution is used for IT Service Management.
What is most valuable?
The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements.
For how long have I used the solution?
I have been using JIRA Service Management for approximately four years.
What do I think about the scalability of the solution?
JIRA Service Management is scalable.
How are customer service and support?
As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve.
I rate the support from JIRA Service Management a seven out of ten.
How would you rate customer service and support?
Neutral
How was the initial setup?
The solution is the cloud which does not need any installation. However, we are doing implementations, and it is easy to use. For a data center, it needs installations. Data centers have a special set of load balancers, nodes, databases, et cetera. Cloud implementation is simpler than database implementation.
What's my experience with pricing, setup cost, and licensing?
The price of the solution is becoming expensive and it should be reduced.
Which other solutions did I evaluate?
Most of the clients need to implement ITSM, which makes JIRA Service Management a crucial tool, especially if they are using JIRA software for the development team. There is integration between the two products, it's better to use JIRA Service Management when having to combine the two solutions.
What other advice do I have?
The administration maintenance and daily tasks are easy but need special skills and training.
My advice to others is they need to be an expert to be able to administer it.
I rate JIRA Service Management a ten out of ten.
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: My company has a business relationship with this vendor other than being a customer: Partner
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.
Managed Service Specialist at a tech services company with 201-500 employees
A great organizational tool that is solid
Pros and Cons
- "A good organizational tool."
- "Lacks an interface where the customer can report issues."
What is our primary use case?
We've been using Jira for its services and for analysis. We're now re-evaluating, comparing it with other products and assessing whether it's among the top IT services. I'm very, very familiar with it, but will throw it open to my colleagues who will take a look at it from a different perspective and see whether we need to make a change. We are product resellers and provide consumer services. I'm a freelance managed service specialist.
What is most valuable?
I think the general consensus is that Service Management is a good organizational and solid product.
What needs improvement?
The product is supposed to include an interface where the customer can report issues, things they cannot resolve easily. It's not there at the moment so it's more difficult to resolve issues with the OEMs. We need to know how the customer is dealing with the product and what issues they might be having. If I'm unable to do that, I'll lose the business. It's what we need in terms of service management because if we had that feature we'd be able to show our customers how fast and efficient we are.
For how long have I used the solution?
I've been using this solution for five years.
How are customer service and support?
Technical support is good once you pass through the web portal. At that point, the support takes over. If you're not in the system it can be difficult to get through to support.
How would you rate customer service and support?
Positive
How was the initial setup?
If you're familiar with the solution, implementation is quite straightforward. It can be complicated if you've never done it before. We have 120 users in the company.
What's my experience with pricing, setup cost, and licensing?
Licensing is expensive if you're not getting what you need. Customers will pay if they're satisfied with the product but if they don't get what they want, they won't purchase it, no matter how cheap.
What other advice do I have?
In our roadmap for this year, we are evaluating which technologies can help us do our work quickly and increase revenue.
I rate the solution eight out of 10.
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?
Disclosure: My company has a business relationship with this vendor other than being a customer:
CEO Executive at Spider Technology
Supports the agility model of a software company
Pros and Cons
- "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."
What is our primary use case?
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.
How has it helped my organization?
In software development you need to handle case related software issues, JIRA has helped us with that.
What is most valuable?
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.
What needs improvement?
JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools.
For how long have I used the solution?
I have been using JIRA Service Management for two years.
What do I think about the stability of the solution?
JIRA is a very stable solution.
What do I think about the scalability of the solution?
The solution is scalable.
How are customer service and support?
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.
Which solution did I use previously and why did I switch?
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.
How was the initial setup?
We used an integrator to deploy JIRA. The initial setup of the solution was simple and transferring to JIRA Service took about 3 months.
What was our ROI?
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.
What other advice do I have?
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.
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?
Microsoft Azure
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Director of operations at a computer software company with 1,001-5,000 employees
Good integration and scalable, but it should be easier to switch between the test environment and the production environment
Pros and Cons
- "Its integration is most valuable. It is pretty open for integration."
- "It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
What is our primary use case?
We are primarily using it for service management, which includes incident management, change management, etc.
I'm not sure if we are using its latest version, but I would expect so.
What is most valuable?
Its integration is most valuable. It is pretty open for integration.
What needs improvement?
It is pretty complex to move between the test environment and the production environment. There is potential for improvement.
Security is always an issue with every tool. So, everything can be more secure.
For how long have I used the solution?
We have been using this solution for approximately three months.
What do I think about the stability of the solution?
I haven't noticed any problems with stability.
What do I think about the scalability of the solution?
It is, for sure, scalable. In our organization, we have approximately 200 users.
How are customer service and technical support?
We are using a local partner, and we are very satisfied with them.
How was the initial setup?
I didn't deploy it. We have only two admins for its deployment and maintenance.
What's my experience with pricing, setup cost, and licensing?
We need a license because we have a higher number than the free part.
Which other solutions did I evaluate?
We were evaluating some time ago. We scanned the market, and Jira was selected.
What other advice do I have?
I would definitely recommend this solution. It is definitely not peer-to-peer in comparison with solutions like ServiceNow, but it is a pretty big software, and its feature set caters to our needs.
I would rate Jira Service Management a seven out of 10.
Which deployment model are you using for this solution?
On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Sr. Manager - Global Systems Manager at a paper AND forest products with 1,001-5,000 employees
Automated service desk solution with comprehensive reporting and dashboards
Pros and Cons
- "The dashboards in Jira have been the most useful feature."
- "The customizations in Jira could be improved by being simplified. They are currently very complex."
What is our primary use case?
Our service desk is completely automated using Jira for everyone in the organization. If they have any issues with hardware, software, an application or login credential, they raise a ticket and then it goes to the service desk. We also use Jira to raise bugs and manage projects for clients.
What is most valuable?
The dashboards in Jira have been the most useful feature.
What needs improvement?
The customizations in Jira could be improved by being simplified. They are currently very complex.
For how long have I used the solution?
We have been using this solution for 15 years.
What do I think about the stability of the solution?
This is a stable solution.
What do I think about the scalability of the solution?
This is a scalable solution. There are no speed issues and we use it to support a large number of users.
How was the initial setup?
The initial setup of Jira is straightforward when done with an external system. We have recently integrated Jira with one of our applications which creates a ticket in that application and in Jira. This kind of integration caused some internal project monitoring challenges.
What's my experience with pricing, setup cost, and licensing?
This solution could be made to be more affordable.
What other advice do I have?
This is pricey solution. Should we move to using all cloud solutions in our business, we may move to different tools that have multiple functionality versus having a solution for each area. This would be too pricey and we would need to replace Jira with a different solution that also offers other features.
I would rate this solution an eight out of ten.
Which deployment model are you using for this solution?
On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Producer bridge and media scans at Quixel
Flexible solution with good integration but high costs for plugins
Pros and Cons
- "The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."
- "The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
What is most valuable?
The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository.
What needs improvement?
The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users.
For how long have I used the solution?
I've been using this solution for a year and a half.
What do I think about the stability of the solution?
We're using the cloud version, which I think is more stable than the on-prem.
What do I think about the scalability of the solution?
JIRA Service Management is scalable, but there are some issues that cloud instances can't be linked with server-based instances.
How are customer service and support?
JIRA's technical support is good and responsive.
How was the initial setup?
The initial setup for the cloud instance was very straightforward.
What other advice do I have?
If you're not bound to the Microsoft platform, I would say you must go for JIRA as it's more flexible than the Microsoft equivalent. I'd give JIRA a rating of seven out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Senior Functional Analyst at a computer software company with 201-500 employees
Helps improve and track requests better; service management solution with a good user interface and support
Pros and Cons
- "This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
- "The reporting function of this solution, particularly the filters in the portal, could be improved."
What is our primary use case?
We implement this solution for service management, e.g. for internal requests. If a user has a new hardware or a new internal requirement, that user will create a ticket that will be assigned to a department and correspond to our people, and then they try to swap support.
What is most valuable?
I find the user interface and support for JIRA Service Management good.
This solution also improved our IT request requirements, compared to when we were using email, e.g. it's difficult to track requests via email. With JIRA Service Management, tracking requests is better, because users contact us through tickets, and we are also able to ask for feedback from the users more easily, e.g. if our service was good, or if they have any issues with the solution.
What needs improvement?
What could be improved in this solution is its reporting function, particularly the filters. There are reports we can implement on the JIRA Service Management portal for the client we create the service for, but the report is not very good for the client. The client wants more filters on the portal, but in this case, we need to go to the portfolio to get the custom report for the client.
For how long have I used the solution?
I've used JIRA Service Management for one year.
How are customer service and support?
The support for this solution is good.
What other advice do I have?
We're using the latest version of JIRA Service Management.
My rating for JIRA Service Management is eight 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.
Buyer's Guide
Download our free JIRA Service Management Report and get advice and tips from experienced pros
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Updated: January 2025
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