I have been working with JIRA Service Management for almost six or seven years. In my last company, I was working as a Program Technical Program Manager. I shifted all their work from different project management tools such as Asana. The team was using Google Docs, Atlassian, and Notion for content management. I migrated all of their items from Asana and from other different teams using different platforms. I was responsible for the migration on the JIRA Service Management side. JIRA Service Management was integrated with the Epic Games platform. Quixel was an Epic Games subsidiary that Epic Games had acquired. After that acquisition, I was responsible for all the management of JIRA Service Management and Atlassian products on the Quixel side. There were four or five teams, and I was responsible for all of those teams.
Jira Service Management
AtlassianExternal reviews
External reviews are not included in the AWS star rating for the product.
Comprehensive workflows and data views have supported complex teams but still need cost improvements
What is our primary use case?
What is most valuable?
JIRA Service Management provides comprehensive data management. I can attach any kind of data. JIRA Service Management provides different views, and I can customize my dashboards. There is a detailed level of customization at the items level. If my workflow needs to be edited, I can add my own workflow. Whatever process I am going to adopt can be added to JIRA Service Management. In that process, all types of users with different roles can be added. For each type of item, I can select multiple workflows. For example, if for some service item I don't want to add a QA or support status, I can create a different workflow for that and assign those workflows. JIRA Service Management has a very detailed level of options and flexibility. There is flexibility from the items, to the workflows, to the roles, to managing the teams. Along with this flexibility comes complexity, which is the reason for the tradeoff.
Another flexibility is the JQL, which is Jira Query Language. JIRA Service Management's Query Language is very flexible. Complexity exists in that I have to learn and experiment with that JQL syntax. However, JQL is a very powerful feature for searching items that have been pending for a long time. In many scenarios I can query the items. I can even search the items that were assigned in the past to someone. There is a clause in the JQL called "was" where I can query if someone has ever worked on a particular item. These kinds of complex queries make JQL very handy.
The reporting tools are another valuable aspect. I was able to create reports with highlighted items and graphically highlighting the items that were critical. JIRA Service Management's integration is another strength. The Atlassian marketplace has so many plugins available. For example, I was looking for a capacity management tool. When I don't find a feature in JIRA Service Management, there is definitely someone who has developed a plugin for that kind of work and that plugin can be integrated in JIRA Service Management. This is another form of flexibility.
What needs improvement?
JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything.
Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.
Jira's Software Experience
Jira Management tool is good for maintaining records
Easy to use and navigate
It's a versatile tool. User friendly interface for easy bug logging and troubleshooting.
2. The interface is easy to understand.
3.Easy bug tracking.
Limitation of reindexing time like usually 4-5 hours.
Archiving of issues rather clearing out the whole thing so that we can retrieve back what required.
History of changes being tracked.
Jira Service Management is a pretty good piece of software for Bug Tracking.
Commonly used and manages sprints efficiently but needs more file management control
What is our primary use case?
I am primarily using Jira Service Management for sprint management, estimations, planning, pre-planning, and conducting all the sprint ceremonies with user stories and estimations.
How has it helped my organization?
It's commonly used, so we don't need to teach anyone. Any new member that joins knows Jira Service Management.
What is most valuable?
Everyone knows how to use it, so there's no need to teach new members. It's as widely recognized as word processors.
What needs improvement?
Jira Service Management could improve by offering more control similar to Monday.com, such as easier automations, file addition, and sharing with different people.
For how long have I used the solution?
I used it a lot before stopping three months ago.
What do I think about the stability of the solution?
We never faced any latency or stability issues. My team had never more than six or seven people, and it was stable for our needs.
How are customer service and support?
I had to use support management tasks regarding the API. They didn't help with my issue because it was something that was not supported.
How would you rate customer service and support?
Negative
Which solution did I use previously and why did I switch?
I used NetSuite and considered monday.com to be more beneficial.
What was our ROI?
It returned value, but I'm not sure if it completely covered the investment. It's useful.
What's my experience with pricing, setup cost, and licensing?
Jira Service Management is expensive and not worth the money compared to monday.com.
Which other solutions did I evaluate?
I used NetSuite and evaluated monday.com, which has more control and features I find beneficial.
What other advice do I have?
I rate Jira Service Management a six out of ten. I used monday.com due to its ability to provide more control, automations, and better file management.
Enables customized real-time communication but requires UI improvements
What is our primary use case?
I'm currently using JIRA Service Management for project management, specifically for communication with different tech tools and providing services for our product. It is mainly used within the research and development department, governed by product managers and service managers in operations.
How has it helped my organization?
It provides real-time updates to all the stakeholders, which is the best aspect of the service. It offers the opportunity to create customized communication and service tracking, allowing for more precise real-time changes.
What is most valuable?
JIRA Service Management provides real-time updates to all the stakeholders. It also offers the opportunity to create customized communication and track services, enabling more precise real-time changes and a customized version.
What needs improvement?
The platform should be more user-friendly. JIRA's user interface needs training to understand and utilize. There is a need to limit the information in one window to avoid overwhelming users with unnecessary data.
For how long have I used the solution?
I've been working with JIRA Service Management for about two to three months.
What do I think about the stability of the solution?
I would rate the stability a seven. There should be more governance for permissions and more options for customized access without frequently involving the admin.
What do I think about the scalability of the solution?
I would rate scalability as eight or nine. It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
How are customer service and support?
I communicate with technical support monthly, but they provide the same information available online. I would rate them a five.
How would you rate customer service and support?
Neutral
How was the initial setup?
The initial setup is complex. It's rated at a seven. Too much information is presented at once, leaving room for simplifying and customizing views.
What about the implementation team?
I primarily handled the implementation, utilizing available videos and documentation for setup and understanding.
What's my experience with pricing, setup cost, and licensing?
Pricing seems slightly expensive compared to others but offers solutions on the AWS level, which could justify the cost. I would rate it a seven on the expensive side.
What other advice do I have?
New users should consider tools that are not only feature-rich but also easy to use. Many providers offer robust features, so the ease of use should be a deciding factor. I would rate JIRA Service Management a seven overall.
Which deployment model are you using for this solution?
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Offers free features but limited support and integrations
What is our primary use case?
We use it primarily for test case management and raising bugs. It is a centralized tool that we use to track test cases, integrate with automation, and manage bug fixing.
What is most valuable?
The most valuable feature of Jira is that it is free of cost, which is a significant advantage. Bug raising is easy, and integration with other tools is straightforward.
The centralized feature allows us to track test cases and integrate with automation and bug fixing.
What needs improvement?
We faced challenges with integration for different frameworks like TestComplete. The support we received was not fully provided at that time. The free version of Jira does not have many features. AI features for integration, test case scheduling, and requirement management could be enhanced.
For how long have I used the solution?
We have been using it for two to three years.
What do I think about the scalability of the solution?
In the initial period, only 25 team members were using it, and it worked for us without requiring changes.
How are customer service and support?
The support provided at that time was not fully sufficient.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
We used Team Foundation Server, now known as DevOps, after we stopped using Jira due to the availability of licenses and the needs of our clients.
What's my experience with pricing, setup cost, and licensing?
We used Jira's free version for some time, and we used it as an offline service without communicating with the Jira team regarding the license.
What other advice do I have?
I'd rate the solution six out of ten.