JIRA Service Management Reviews

The primary use case of this solution is for storing project data on the cloud. 

The deployment model we are using is on the cloud.

This solution has helped us a great deal in project management tracking and forecasting.

The most valuable features of this solution are the JIRA Bots and the dashboard. I am satisfied with these features.

Some of the areas that could be improved are with the customizations. For example, if I wanted to add a new user with the same name, or start a new bot, add a new caller, or even just want to add a new column, it is complicated. This area can be simplified. 

The foundation needs to be simplified.

As an additional feature, I would like to see some permissions and definitions added or to allow us to add things such as a surname or additional rules in the work tools. 

Rules are needed for the configuration also, giving us access to writing the rules.

JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.

The workflow could be more user-friendly.

This solution is stable. There are constant updates every few days.

This solution is scalable.

We have large teams with multiple users that use this solution. For small to medium-sized organizations it's perfect, but for large organizations, they may require more from JIRA, possibly having a portal.

There have been some issues when upgrading JIRA. It was not responding. We contacted customer support and within two hours the issue was resolved.

It wasn't always this efficient because they were not aware or couldn't see that the systems were down, but they always reassured us that it could be resolved.

We previously used different solutions, and we could have used both, but we found that JIRA was a good solution. 

We found it to be user-friendly, and it had a better market share. Although there are some differences, the other solution is very robotic and JIRA is very intuitive, it is very usable.

While I didn't do the installation, I do believe that it would be easy and straightforward.

I did not install this solution, rather, it was my boss who completed the installation. 

I am responsible for the setup and management of this solution. 

I am handling the setup for the JIRA Bots, the frames, and all of the releases.

I started using JIRA in 2016 when I joined this company. It was a new software-house-startup company.

They asked me if I would like to use JIRA or any other tool. I chose to learn JIRA and not do any R&D. I was very comfortable and the team will be comfortable.

We are a hiring team, so we have the authority to impose on our people.

I didn't install this solution, but I use it and I configured it. 

What I learned is that JIRA is all about the team. If you know the tool, but you don't communicate with your team then it will not be of any benefit. On the other hand, if you want to benefit from using this solution, first you have to learn how to use the solution, and then you have to translate that to your team and teach them how to use it.

I would recommend JIRA to everyone, including my friends.

I am working on owning my own business and I plan to use JIRA for project management.

I would rate this solution an eight 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.

I implement JIRA Service Management for customers. The solution is used for IT Service Management.

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.

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

JIRA Service Management is scalable.

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.

Neutral

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.

The price of the solution is becoming expensive and it should be reduced.

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.

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.

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.

I think the general consensus is that Service Management is a good organizational and solid product.  

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. 

I've been using this solution for five years. 

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. 

Positive

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. 

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. 

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. 

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.

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.

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.

Security is always an issue with every tool. So, everything can be more secure.

We have been using this solution for approximately three months.

I haven't noticed any problems with stability.

It is, for sure, scalable. In our organization, we have approximately 200 users.

We are using a local partner, and we are very satisfied with them.

I didn't deploy it. We have only two admins for its deployment and maintenance.

We need a license because we have a higher number than the free part.

We were evaluating some time ago. We scanned the market, and Jira was selected.

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.

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. 

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.

We have been using this solution for 15 years. 

This is a stable solution. 

This is a scalable solution. There are no speed issues and we use it to support a large number of users. 

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. 

This solution could be made to be more affordable.

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. 

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.

I've been using this solution for a year and a half.

We're using the cloud version, which I think is more stable than the on-prem.

JIRA Service Management is scalable, but there are some issues that cloud instances can't be linked with server-based instances.

JIRA's technical support is good and responsive.

The initial setup for the cloud instance was very straightforward.

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.