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reviewer1269633 - PeerSpot reviewer
Senior Manager in IT enabled Change at a tech services company with 51-200 employees
Real User
Very scalable with good tech support; customer portal allows users to register tickets
Pros and Cons
  • "The customer portal allows users to register tickets themselves."
  • "There is no notification regarding language upgrades."

What is our primary use case?

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

What is most valuable?

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

What needs improvement?

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. 

For how long have I used the solution?

We've been using this solution for six months. 

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.

What do I think about the stability of the solution?

The solution is very stable. 

What do I think about the scalability of the solution?

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.

How are customer service and support?

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. 

How was the initial setup?

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. 

What's my experience with pricing, setup cost, and licensing?

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

What other advice do I have?

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. 

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.
PeerSpot user
Corporate Performance Lead at a tech services company with 501-1,000 employees
Real User
A scalable solution for workflow implementation and management
Pros and Cons
  • "The most valuable features are the management tools."
  • "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."

What is our primary use case?

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

What is most valuable?

The most valuable features are the management tools.

What needs improvement?

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.

For how long have I used the solution?

I have been using Jira Service Desk for one year.

What do I think about the stability of the solution?

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.

What do I think about the scalability of the solution?

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.

How are customer service and technical support?

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

Which solution did I use previously and why did I switch?

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.

How was the initial setup?

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.

What about the implementation team?

We needed the help of a consultant.

What's my experience with pricing, setup cost, and licensing?

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.

What other advice do I have?

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.

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.
PeerSpot user
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.
reviewer1188831 - PeerSpot reviewer
Service Delivery Manager at a tech services company with 201-500 employees
Real User
Simple to install, but the interface could be simplified
Pros and Cons
  • "The most valuable features of this solution are Incident and Request Management."
  • "I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."

What is our primary use case?

We are end-users of this product.

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

What is most valuable?

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

What needs improvement?

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.

What do I think about the stability of the solution?

JIRA Service Management is very stable.

What do I think about the scalability of the solution?

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.

How are customer service and support?

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.

How was the initial setup?

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

The deployment process took a month.

What about the implementation team?

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.

What was our ROI?

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.

Which other solutions did I evaluate?

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.

What other advice do I have?

Allow customization and configuration to suit your needs.

I would rate JIRA Service Management a seven 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: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
reviewer1363074 - PeerSpot reviewer
Vice President Digital Strategy & Executive Delivery at a tech services company with 51-200 employees
Real User
Easily integrates with other tools; good for small to medium size companies
Pros and Cons
  • "Easily integrates with other tools."
  • "Integration could be improved."

What is our primary use case?

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

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

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. 

What do I think about the stability of the solution?

The stability is good. 

What do I think about the scalability of the solution?

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. 

How are customer service and technical support?

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. 

How was the initial setup?

The initial setup is very straightforward. 

What other advice do I have?

I would rate this solution an eight out of 10. 

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.
PeerSpot user
Gaurav Chauhan - PeerSpot reviewer
Product manager at Indusface
Real User
A solution great for the management of backlog and prioritizing tasks
Pros and Cons
  • "The initial setup is straightforward."
  • "The performance in cloud service management could be improved."

What is our primary use case?

Our primary use case for the solution is the management of backlog and prioritizing tasks for the team. We deploy the solution on cloud.

What needs improvement?

The performance in cloud service management could be improved. For example, sometimes queries get stuck, and when you search for a specific thing, it freezes until you refresh the page. There is room for improvement.

For how long have I used the solution?

We have been using the solution for a year and a half.

What do I think about the stability of the solution?

The solution is stable. Approximately 500 users utilize it in our organization.

How are customer service and support?

We have not had experience with customer service and support.

Which solution did I use previously and why did I switch?

We previously used Teamwork.

How was the initial setup?

The initial setup is straightforward.

What other advice do I have?

I rate the solution a nine out of ten. The solution is good, but the performance in cloud service management could be improved.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Antonio Biviano - PeerSpot reviewer
Senior Consultant at FinXL IT Professional Services
Consultant
Powerful integration, responsive technical support, and reliable
Pros and Cons
  • "I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
  • "Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."

What is our primary use case?

ITIL Service Management - Multi National Service environment 

What is most valuable?

Interoperability of all the modules;

A unified view of work

Dev and Ops that flow

What needs improvement?

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.

For how long have I used the solution?

I have used JIRA Service Management for approximately three years.

What do I think about the stability of the solution?

I have found JIRA Service Management to be stable.

What do I think about the scalability of the solution?

JIRA Service Management is scalable.

How are customer service and support?

The technical support from JIRA Service Management has been responsive.

Which solution did I use previously and why did I switch?

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

How was the initial setup?

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

What's my experience with pricing, setup cost, and licensing?

I price of JIRA Service Management is reasonable.

What other advice do I have?

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.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
reviewer1678239 - PeerSpot reviewer
Manager (AWS Operations) at a tech services company with 10,001+ employees
Real User
User friendly but more costly and less feature-rich than some solutions
Pros and Cons
  • "It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
  • "It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."

What is our primary use case?

We are using JIRA as a ticketing tool.

What is most valuable?

JIRA Service Management is much better than the normal JIRA software that we had. It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements.

What needs improvement?

I used ServiceNow for a long time in my earlier work. Compared to ServiceNow, there are a lot of areas where JIRA can improve. ServiceNow itself has various modules, like Change Management, Knowledge Management, and CMDB. All of these things are integrated, so if they are properly implemented, then it becomes a tool with a single repository. With JIRA, I don't see the same features. It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow.

For how long have I used the solution?

We implemented JIRA Service Management about eight months ago, but I've been using JIRA software for two years.

How was the initial setup?

JIRA Service Management is very easy to set up relative to other JIRA software.

What's my experience with pricing, setup cost, and licensing?

The cost of the license is too high. It's a real challenge for companies that aren't already using JIRA products. ServiceNow or other tools have more modules, and they charge less relative to the number of features they offer.

What other advice do I have?

I would rate JIRA Service Management seven out of 10. If you are already working with JIRA, then you should definitely go with JIRA Service Management. It is very user-friendly and with all its ticketing tools, it offers some new methods of working.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Quality Engineering Lead at a computer software company with 51-200 employees
Real User
Good user interface and management features help bring our team together
Pros and Cons
  • "I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
  • "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."

What is our primary use case?

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.

How has it helped my organization?

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.

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

I have been using this solution for four years.

What do I think about the stability of the solution?

The solution is stable.

What do I think about the scalability of the solution?

This solution is scalable. It's flexible.

How are customer service and technical support?

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

How was the initial setup?

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.

Which other solutions did I evaluate?

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

I wanted JIRA for the UI and its usability.

What other advice do I have?

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.

Disclosure: My company has a business relationship with this vendor other than being a customer: Reseller.
PeerSpot user
Buyer's Guide
Download our free JIRA Service Management Report and get advice and tips from experienced pros sharing their opinions.
Updated: January 2025
Buyer's Guide
Download our free JIRA Service Management Report and get advice and tips from experienced pros sharing their opinions.