JIRA Service Management Reviews

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.

ITIL Service Management - Multi National Service environment 

Interoperability of all the modules;

A unified view of work

Dev and Ops that flow

JIRA Service Management feature request List.

The products functionally is expanding rapidly, hence there is a huge backlog of Jira product feature requests that are focused on the detail functionality.

There is not enough effort focused on solving the detail functionality of Jira.

I have used JIRA Service Management for approximately three years.

I have found JIRA Service Management to be stable.

JIRA Service Management is scalable.

The technical support from JIRA Service Management has been responsive.

I've previously worked with a couple of similar solutions, such as ServiceDesk, HP OpenView, and Zendesk.

We have a complex environment, but the JIRA Service Management was quite simple to implement.

I price of JIRA Service Management is reasonable.

I would advise others that this solution is similar to any other service management solution. There's nothing out of the box, there is always a level of development that has to happen for it to work well.

I rate JIRA Service Management an eight out of ten.

I'm the vice president of digital strategy and executive delivery.

The solution is easy, even if you want to dock on something, it's easy to add the documentation and it easily integrates with other tools. I think that's the best part of it.

I think there are other IT ticketing tools that are better in terms of routing or work flows than Jira Service Desk. If you work at an enterprise size company, it might be preferable to use ServiceNow than Jira Service Desk which is better for smaller companies.

I'd like to see a well integrated solution. For example, if I wanted to do some testing, I don't want to have to buy another testing tool and integrate it with Jira. If Jira had a place for it to connect the requirements to the testing, that would be amazing.

I've used the solution for a long time but it was only implemented a few months ago at the company where I now work. 

The stability is good. 

The scalability of the solution is good. We have around 100 people using it, generally the business analysts or the program managers. Within that number, we have around 10 admins. 

I haven't really needed to use customer server, using the solution has been very easy so we haven't had much contact. They've been fine when we've used them. 

The initial setup is very straightforward. 

I would rate this solution an eight out of 10. 

We are using Service Management for the ticketing for our IT Help Desk. We are a government organization and I'm a senior manager.

We went with this product because the customer portal allows users to register tickets themselves.

Since we've moved to the cloud we've seen some improvement in foreign languages. What is lacking is the communication around these changes because we come across them almost by chance, and not because of any notification we've received. 

We've been using this solution for six months. 

The solution is very stable. 

The solution is scalable. We have currently deployed it to about 35 agents and it will be deployed to around 1200 customers. All of them deal with creating and resolving tickets.

I have no complaints with customer support. We contacted them a couple of times and even though the problem was at our end, they helped to resolve it satisfactorily. 

The initial setup was quite straightforward. We used two in-house people and one very helpful external consultant. We had about 15 half-day workshops with the consultant over a six-month period. We took our time and didn't work continuously on the implementation. 

Licensing costs are standard and can be seen on the Atlassian website. It's not an expensive solution. 

I would recommend that when deploying use an external consultant who has already used the product before. It makes things easier because they'll know what to do and, more importantly, what not to do. 

It's an ideal solution and I rate it 10 out of 10. 

The simplicity is good for our clients. The price is good. 

You can increase users without any difficulty. 

There should be better connections with access management. They should improve the connectivity. 

I have been using JIRA Service Desk since 2016.

It is very stable. Our clients don't have problems with stability. 

We do the technical support for our clients. 

I have worked with HP products, BMC Remedy, and Service Manager. 

Our customers think that the pricing is high. Compared to the competitors, I think the pricing is fair. 

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

What I really like about this solution is how it manages the queues, the tickets, and the routing.

I think the solution has a lack of capabilities from the user's perspective. I would, for example, be able to see all the phases instead of only being able to create a ticket. I want to be familiar with all the steps and be able to change things during these steps. I would like to see that improved. 

What's more, we wanted to be resellers for this program, but it was denied, unfortunately. The claim of the developers was that they didn't need other resellers or partners. I think they made a mistake because we work with a lot of customers. So I think that needs to be improved because we sell and we are business partners of IBM and Microsoft, for example. But with Atlassian, it's very, very hard. 

The solution is very stable.

I don't think the program is very scalable. It lacks scaling capabilities from the performance perspective and load balancing and some other infrastructure capabilities. This is a real disadvantage if you compare it to other tools.

The technical support was average.

My advice to others would be to use the solution as is, and not to try to perform some sophisticated solutions. If it fits to your needs, take it. If not, use another solution. I rate this solution a seven out of ten, and in the future, I would like to see better infrastructure, more scalability, better performance, load balancing and things like that. 

We are using JIRA for accessing our help desk when other companies have problems with programs and to let them login when somebody needs to create a new ticket.  

I think that one of the most valuable features is when I am typing in my question for a ticket JIRA does a search for the answer at the same time. If it finds my answer, then I do not have to raise the ticket because I already found the answer in the knowledge base. This is good in saving time for customer service workers.  

For us, one of the weaknesses of Service Desk is that we can not check every issue in the queue raised for one product. If we have more than one customer using a product that has raised a ticket, we can not see the complete list of issues for the one product from all sources. It is not as easy or efficient to handle tickets without that capability.  

For this reason, we have an add-on administrative tool that we had to purchase separately for use with JIRA to help make the workflow more efficient. This could be added to the base product for all users.  

We have not been using the JIRA Service Desk for too long. We started doing our testing which lasted for just a few weeks and then we sent out a notification to our clients to use it. It has been in use at the company for maybe less than one month.  

We have not had the product in use long enough to scale the usage upward from the volume of our current client base. I do not think it would be a problem.  

I think the initial setup for the product is easy. It is not too complex or time-consuming to set up.  

We are very satisfied with the pricing of the product. Because we are an associate partner it is free for us.  

On a scale from one to ten where one is the worst and ten is the best, I would rate JIRA Service Deskaybe as maybe and eight or nine-out-of-ten. For our use case, and putting aside the need for the plugin, it is a nine.