There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge 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.
Head of ALM at a tech services company with 1,001-5,000 employees
Real User
2022-11-08T10:46:05Z
Nov 8, 2022
Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products.
Senior Consultant at FinXL IT Professional Services
Consultant
2022-03-11T07:14:37Z
Mar 11, 2022
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.
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.
The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful.
It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests.
One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers.
The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems.
IT Quality Section Head at Saudi Public Transport Company JSC
Real User
2019-09-15T16:43:00Z
Sep 15, 2019
The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well.
JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:
1. Accelerating the flow of work between IT teams, development teams, and business teams
2. Empowering teams to deliver their service more quickly
3. Bringing visibility to their work
Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline...
JIRA Service Management is a very user-friendly solution.
We use JIRA Service Management for tracking purposes, planning, and execution.
We can track, monitor, and get all the details we need from the end-user's point of view for any service request.
With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful.
In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations.
The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering.
Provides excellent management features.
There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge 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.
The customer portal with connection with our knowledge base has been most valuable.
Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products.
Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs.
Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy.
Developing processes is easy and user-friendly.
One of the valuable features is that an automatic response or action can be taken on tickets.
It scales well.
The initial setup is pretty easy.
We get software developed faster.
Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good.
The flow of the reports is good.
Easy to use and user-friendly.
The dashboards in Jira have been the most useful feature.
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.
The most valuable features of this solution are Incident and Request Management.
A good organizational tool.
Compared to other solutions, Jira Service Management is really reasonable regarding price and speed.
Useful for tracking issues with development.
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.
The dashboards are nicely laid out.
Great to be able to create customized forms.
The initial setup is easy and straightforward.
Its integration is most valuable. It is pretty open for integration.
The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful.
It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests.
The simplicity is good for our clients. The price is good.
Easily integrates with other tools.
One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted.
The most valuable features are the management tools.
One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it.
The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features.
Some of the most valuable features are simplicity, ease of configuration, and ease of customization.
It's easy to set up the solution.
One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers.
The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems.
I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances.
The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well.
This is the most complete and versatile enterprise task management product and issue tracker.
What I really like about this solution, is how it manages the queues, the tickets and the routing.
This solution has helped us a great deal in project management tracking and forecasting.
JIRA helps integrate Kanban Board features and for this reason what it does it does well.