Jira Service Management

What do you like best about the product?

What I like best about Jira Service Management is the ease of use for both IT (and even non-IT teams) to provide great customer support, easily integrating all the number of features Atlassian has to offer, into our environment. Our teams are able to use it every day and and not be annoyed with it, compared to other ITSM solutions.

What do you dislike about the product?

The licensing model, and not being able to purchase smaller batches, is my dislike.

What problems is the product solving and how is that benefiting you?

At Sonaca, we use Jira Service Management across multiple departments, including IT and other areas. It has been instrumental in helping us deliver excellent support to our internal users worldwide. By enabling us to collect detailed information through web portal forms, we have been able to efficiently implement and tailor the routing of work to the appropriate teams responsible for resolving issues and requests. This also provides a reliable way to communicate with end users. Additionally, JSM allows us to link IT assets with tickets and end users in one centralized platform.

What do you like best about the product?

One of the standout features is its integration with the Atlassian suite, which I find to be a significant advantage.

What do you dislike about the product?

It is complicated to configure the integration with other tools.

What problems is the product solving and how is that benefiting you?

Maintain a centralized process for handling support requirements.

What do you like best about the product?

It's very helpful for managing all the ticketing needs within your company. When it comes to projects, it makes it easy to organize and distribute workloads among your team members. It also supports effective customer care on a daily basis and integrates smoothly with other tools used in your company.

What do you dislike about the product?

At times, the software feels somewhat rigid, and there are certain requirements that simply cannot be implemented.

What problems is the product solving and how is that benefiting you?

It is helping us connect our FSM tool with our ticketing system for network technicians, as well as with the tools used by customer care. This integration streamlines our processes across different teams.

What do you like best about the product?

I think Jira Service Management's powerful automation and its seamless integration with other tools like Jira Software and Confluence make it really valuable. I also appreciate its proactive problem management, streamlined change management, and accelerated incident resolution. It's a very powerful tool that we need on a daily basis.

What do you dislike about the product?

I find the complexity of Jira Service Management a bit challenging. There's definitely a steep learning curve which users and admins deal with. Also, the costs can be unpredictable at times, and there are specific limitations when it comes to integration.

What problems is the product solving and how is that benefiting you?

I use Jira Service Management for knowledge-based purposes, faster resolution, better collaboration, and improved self-service. It solves scattered requests, poor visibility, and enhances proactive problem management, streamlined change management, and accelerated incident resolution.

What do you like best about the product?

What I appreciate most is how it simplifies all aspects of project management and ticketing. The platform is also easy to use, integrates seamlessly, and offers a high level of customisation.

What do you dislike about the product?

The UI feels too crowded, as if there is too much information displayed on a single screen.

What problems is the product solving and how is that benefiting you?

In my current job, I often need input from various teams, and ticket management systems really help streamline and control the entire workflow.