JIRA Service Management Reviews

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.

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. 

The Jira interface is very good.

The product offers very good configurations.

The dashboards are nicely laid out.

The solution has been problem-free for two years.

The initial setup is pretty straightforward.

The scalability is great.

The initial setup is very complex. 

I've been using this solution for two years.

The product is stable. the performance is good. It's problem-free. There are no bugs or glitches. It doesn't crash or freeze. It's reliable.

The scalability is fine. If a company needs to expand it, it can do so. 

The initial setup is very complex. It's not straightforward and simple. 

We handle installations and implementations for our clients.

There's just a standard licensing fee that we pay on a monthly basis. 

We're currently in the process of comparing Jira and ServiceNow to see which would be the better product for us.

Also, we have a client that is seeking out a product and they want us to advise them on the best option. We're looking at Jira and ServiceNow for them.

My company is a partner of Atlassian.

While I prefer Jira over solutions such as ServiceNow, we do need to look at various options when advising clients. As an Atlassian partner, it's important to be able to look at other options and see the difference and show a client why Jira is a superior choice. 

Overall, I'd rate the solution at an eight out of ten. 

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.

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.

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 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.

I've used JIRA Service Management for one year.

The support for this solution is good.

We're using the latest version of JIRA Service Management.

My rating for JIRA Service Management is eight out of ten.

We implemented workflows for incident management, interaction management, and problem management.

The most valuable features are the management tools.

If we could have more Queue Management within Jira itself, instead of purchasing Jira Services as an add-on, it would be better. 

We purchased the add-on called Diviniti Queues that give us some priority settings for all of the queues of aggregation.

The single sign-on has some stability issues that need to be improved.

If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful. It's difficult to deploy.

I would like to see improvements made to the interface to make it more user-friendly. There is too much information on the screen. Also, user experience management. What they have now is a screen full of data fields that are scattered everywhere. If we could reduce the amount of information we are giving to the users then it would be much easier.

I have been using Jira Service Desk for one year.

It is stable most of the time, but we are facing issues with the data center implementation.

The single sign-on does not work as expected. I have to sign in every couple of hours, re-sign, and I have to sign in even if I am signing into my domain or on my laptop.

Otherwise, the performance is good. There are no bugs. 

Some modifications had to be done to our data center servers.

It's a scalable solution. We have 380 users in our organization.

We are expanding, scaling up the users to other organizations, to companies that are out-sourcing to us. This is expected to happen at the end of this year.

I have not had any experience with technical support. We had reached out to our consultant who had helped us to resolve our issues.

We used to use HP Service Manager, and we conducted a comparison between both products. At the end of the comparison, we decided that we would prefer the Jira Service Desk.

It was complex for us because we had to migrate data from HPSM. 

We required a consultant to be involved, and even the consultant struggled for some time. It was not a straightforward job. 

The data migration from HPSM was not at all straightforward.

It took two months to deploy this solution.

We needed the help of a consultant.

We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet.

When we expand it will be necessary to upgrade the license. 

There are additional fees for add-ons.

Anyone who is considering Jira Software, I would recommend they go with Jira Service Desk.

I would rate Jira Service Desk an eight out of ten.

We are end-users of this product.

We use JIRA Service Management as a ticket logging tool for our service desk.

The most valuable features of this solution are Incident and Request Management.

It's probably not fair of me to say because we weren't allowed to customize or configure anything. If I bought JIRA as a product, I could have it customized and configured, whereas I'm currently using a version of it provided by a much larger organization that is in line with the rest of the organization. As a result, it is not constructed in the manner that I would prefer. 

I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows.

JIRA Service Management is very stable.

It's very scalable. It is constantly being scaled as our company grows and they take over other companies. JIRA Service Management is very scalable.

I can only speak for the Irish arm of the organization, which has about 80 members, but it's part of a much larger organization, and I'm not sure how many people use it in other countries.

It is the primary tool for the service desk and other IT workers. It will most likely be used more widely for other teams in the future.

Because we are part of a global organization, any issues are routed to our internal staff. I am not sure how frequently they would contact Atlassian technical support.

The initial setup was straightforward. We added it as a tenant to an existing JIRA solution.

The deployment process took a month.

The installation was all completed in-house, and we had JIRA experts on hand.

The experts were very good and efficient. They did what they had promised to do.

The main organization, the international organization, would be in charge of that. I can't say for certain, but I believe they have seen a return on investment.

We looked into ServiceNow a while ago, but we no longer have that requirement.

We use a product, but it is not ServiceNow. It's a centralized item. We were bought out by a European company. We are on their service.

Allow customization and configuration to suit your needs.

I would rate JIRA Service Management a seven out of ten.

The primary use case for this solution is project management.

The deployment model we used was cloud-based.

Depending on the project your deployment model would be using a hybrid cloud or a private cloud.

One of the things that I love about JIRA is that it connects the team together, and this is something that I will always need.

I believe that JIRA is one of the best project management tools. I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances. I can update the workflow on the project that I am working on.

One of the issues is that this solution keeps changing within a short period. 

During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again.

Some enhancements can be done on the GANTT chart. It is not as user-friendly, and not easy to get established in JIRA.

I would like to see the documents open in the same browser, and not need to download it each time. It is not easy to be established, it requires a lot of work to keep it up.

In the next release, I would like to see more work in preferences. It would be great.

The solution is stable.

This solution is scalable. It's flexible.

We have not used the customer service/technical support. We use the technical team at our company.

The setup was a bit complex.

If it is on the cloud then it's easy to establish but if it's on-premises it is more complicated.

We had competitor options. It was between TSL and JIRA.

I wanted JIRA for the UI and its usability.

We are resellers for this solution.

I would recommend the JIRA Service desk, but there is always room for improvement.

I would rate this solution an eight out of ten.