Basically, I am creating JIRA tickets, querying JIRA tickets, updating JIRA tickets, creating views for all the JIRA data.
Jira Service Management
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937 reviews
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A great ITSM Tool
What do you like best about the product?
I like that it works very well with other Atlassian tools like Jira Software and Confluence. It helps me to organize support requests, incidents, and changes in one place. The customer portal is easy to use and friendly to them.
What do you dislike about the product?
Setting it up for the first time can be a bit complicated but now is used every day for IT support task.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps organize and track IT support requests.
Most used ticketing system in industry
What do you like best about the product?
Jira service managenent tool is used for ticket and tracking purpose. We can track all the tickets at one place
What do you dislike about the product?
The responsive time whole loading the page is high compared to other tools in the market.
What problems is the product solving and how is that benefiting you?
Jira service management tool workflows are configurable and tracking will be very easy.
Innovative solution transforms data management with powerful query capabilities
What is our primary use case?
What is most valuable?
The query language and the ability to create views of the data are very useful. I can organize JIRA and set up tickets related to the projects I'm working on. It simplifies and accelerates my ability to manage tickets assigned to me or those I'm working with.
The dashboards are a good feature. The ability to actually edit dashboards is good. I can add modules into the dashboard to build out a sort of API, which is good. These capabilities are positive. Navigating around it is okay. A good example would be Visual Studio, which has an integration with Git.
What needs improvement?
I am not familiar if there's an integration with Visual Studio from Jira.
For how long have I used the solution?
I have been working with the company since 2022, so for just over two years.
What do I think about the stability of the solution?
There have been no problems at all. It has been a stable solution.
What's my experience with pricing, setup cost, and licensing?
The price is actually reasonable.
What other advice do I have?
Educate yourself on the capabilities of Jira to make the best use of the available technology. I would rate it nine out of ten.
Simplicity and ease of use enables seamless customer configurations
What is our primary use case?
As a user, I configure it with my customers. I use it for simplicity and ease of use.
What is most valuable?
Simplicity is a key aspect. It is not hard to use.
What needs improvement?
The interface could be made easier to use. While it is not the worst, there is still room for improvement.
For how long have I used the solution?
I have used the solution for three or four years, perhaps.
What do I think about the stability of the solution?
I have had no problems with stability. It is 100% stable.
What do I think about the scalability of the solution?
I was not using an administrator role, so I had no such experience with scalability issues.
How are customer service and support?
I have never contacted technical support from Atlassian.
How would you rate customer service and support?
Neutral
How was the initial setup?
I have had no such experience with initial setup.
What's my experience with pricing, setup cost, and licensing?
It was not my responsibility as I was only a client. I did not handle the installation or purchasing.
What other advice do I have?
I would rate it eight points out of ten.
From my perspective, it was just good enough. It could be useful when it suggests what you can do for us. I am using it as an end customer, just through an interface. From my point of view, there is no specific need for automation, however, I am not an administrator. There were enough features for my needs.
Simplifies tracking issues and updates effectively with useful task assignment
What is our primary use case?
My primary use case for JIRA is to track tickets while working in an agile mode. I use it during each sprint to keep track of all my team members. All the data is there, which makes it easy to analyze at the end of the year and evaluate what we have accomplished.
What is most valuable?
Using JIRA simplifies tracking issues and updates. It allows me to assign tasks easily to colleagues. This way, I don't need to set up meetings for every issue since there is a discussion space in JIRA. It is beneficial if someone is on vacation sincew others can follow up on the tickets.
What needs improvement?
An AI feature that enables automation and alerts for users can be an improvement. For example, users should receive weekly reports.
For how long have I used the solution?
I have been using JIRA for the one year.
What do I think about the stability of the solution?
I have not checked any latency or stability issues, so I cannot provide a definitive answer.
What about the implementation team?
The implementation team is different from my team since we are only users of JIRA. The updates and patching are handled by another team.
Which other solutions did I evaluate?
Other teams in my company are using MongoDB and SQL, however, I am not using them in my project.
What other advice do I have?
We are the users of JIRA and only have limited access. I do not have any additional advice or ratings.
Efficiently track and document projects with seamless tool integration
What is our primary use case?
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS.
What is most valuable?
Confluence is a great tool for documentation and tracking. Additionally, Bitbucket is essential for controlling the source code. JIRA itself is valuable for managing tickets, user stories, and pipeline. The integration between different tools provided by Atlassian products is also significant.
What needs improvement?
The licensing model could be improved. There needs to be a different licensing model for large numbers of employees, as it remains one of the main barriers to using JIRA Service Management across our entire company.
For how long have I used the solution?
I have been using JIRA Service Management for more than 15 years.
What do I think about the stability of the solution?
JIRA Service Management is generally stable. I did not face any issues with its stability.
What do I think about the scalability of the solution?
The scalability is rated eight out of ten. It is quite scalable for our company environment.
How are customer service and support?
I have contacted Atlassian support maybe once or twice, and the support was good.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We are also using TFS for several projects. TFS is good, however, it lacks the ecosystem found in Atlassian products.
How was the initial setup?
The initial setup is not difficult. Since we are using the cloud version, there are no issues with the installation. On a scale from one to ten, it's rated as an eight for ease.
What's my experience with pricing, setup cost, and licensing?
While JIRA Service Management saves time, direct cost savings are challenging due to licensing fees. Currently, it costs around $150 to $200 per user, a significant expense, especially given the large number of employees.
Which other solutions did I evaluate?
We evaluated TFS before using JIRA Service Management. It is also good, however, we prefer the Atlassian ecosystem.
What other advice do I have?
I recommend JIRA Service Management and rate it eight out of ten.
Effective ticket management and workflows with valuable Kanban board
What is our primary use case?
What is most valuable?
Apart from ticket management and workflow, the Kanban board is one of the helpful tools in Jira.
What needs improvement?
There should be some AI integrations now as AI is in the picture. One should have some risk analysis done and auto code analysis done on the ticket.
For how long have I used the solution?
I have been working with Jira Service Management for almost three years now.
What do I think about the stability of the solution?
There are not really any issues. It is pretty much easier to use.
What do I think about the scalability of the solution?
Scalability is good. I can rate it as eight out of ten.
How are customer service and support?
My leads have reached out to customer support.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I have used ServiceNow. It depends on the clients. Some clients use ServiceNow, so we have to use it.
How was the initial setup?
I have never dealt with the initial setup as it is done by the client side.
What about the implementation team?
My lead handles the deployment.
Which other solutions did I evaluate?
I have had experience with ServiceNow.
What other advice do I have?
Users should use the end-to-end tools related to project management. It is very useful in project management.
I'd rate the solution nine out of ten.
Helps with time management and team management of the new tasks
What is our primary use case?
We upload the tasks for the team, working with them, and they know the status of the tasks.
How has it helped my organization?
It helps with time management and team management of the new tasks.
What is most valuable?
The status of the tasks and the ability to assign any task to any person are valuable features.
What needs improvement?
It should be easier to log in. When I first tried to log into Jira, I faced issues accessing my company account.
For how long have I used the solution?
I've been working with Jira Service Management for the same duration as Wazoo, which is about three months.
What do I think about the stability of the solution?
I would rate the stability a nine out of ten.
What do I think about the scalability of the solution?
All of the teams in the company love Jira.
How are customer service and support?
I didn’t need to call customer support.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I didn't work with other log management tools before, but I know some information about platforms like Splunk, IBM QRadar, and others.
How was the initial setup?
For Jira, the setup is good. It is an eight out of ten.
What about the implementation team?
I was not involved in the implementation.
Which other solutions did I evaluate?
I did research about platforms like LogRhythm, Splunk, and IBM QRadar.
What other advice do I have?
I recommend Jira Service Management. It helps with time management and team management of the new tasks.
I would rate it a nine out of ten.
Customized workflows and out-of-the-box offerings to elevate incident management
What is our primary use case?
We use Jira Service Management to open support tickets, follow up on those tickets, and monitor the work log. We also perform some report filtering to follow up on outstanding issues. We utilize Jira Service Management's features to track the status and use customized workflows for incident management.
How has it helped my organization?
Jira Service Management allows us to customize dashboards to retrieve real-time data. By defining filters based on different customer types and service types, we can monitor and manage incidents effectively. This high level of customization aids in decision-making and increases visibility in tracking issues.
What is most valuable?
We have found the issue type feature particularly valuable, as it provides an out-of-the-box solution that aligns with our needs. We also appreciate the ability to customize the status workflow, surface type, and associated features, offering us high flexibility and visibility.
What needs improvement?
There is room for improvement in the user interface and the queues. Currently, the queues, which list all issues, do not allow resizing of columns and appear primitive compared to filters. Enhancing the queue interface would align it more closely with the sophisticated filter reports.
For how long have I used the solution?
We have been using Jira Service Management for one year.
What do I think about the stability of the solution?
Jira Service Management's stability is very high. We have not experienced any downtime, which ensures uninterrupted operations. The performance is excellent, contributing significantly to our IT operations.
What do I think about the scalability of the solution?
The solution is highly scalable, allowing customization and usage across different platforms, such as desktop and mobile. We haven't yet explored all features, such as allowing users to submit their tickets, so there is plenty of room for scalability in the future.
How are customer service and support?
The customer service and support provided by Jira Service Management are excellent. During my setup, I encountered difficulties, and the support team responded very fast and was very helpful in resolving my inquiries.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
Previously, we did not use any different solution for these use cases.
How was the initial setup?
The initial setup of Jira Service Management is rated a five. There is a learning curve that needs significant time investment to understand and configure the system. However, once the platform is understood, usage and configuration become much more straightforward.
What about the implementation team?
I handled the deployment process myself. Our team of six users, including myself, required involvement during the setup phase.
What was our ROI?
Jira Service Management offers high ROI due to its subscription basis and cost-effectiveness. It does not require installing a server, as it is cloud-based, further enhancing its value.
What's my experience with pricing, setup cost, and licensing?
The pricing for Jira Service Management is reasonable and not expensive. It feels fair because there are opportunities for discounts through resellers.
Which other solutions did I evaluate?
We did not evaluate other solutions because the decision to use Jira Service Management was made by my boss.
What other advice do I have?
The most time-consuming part of the setup process is learning how to customize workflows. It is crucial to thoroughly read and understand all documentation and materials provided, which significantly aids in setting up and customizing the platform.
Jira Service Management - Review from a user and active partner of Atlassian
What do you like best about the product?
What I like most about Jira Service Management would be the possibility of being able to use the workflow designer that is included in the tool and being able to design the workflows that I need according to the area of my company. Added to that is the number of add-ons that Atlassian has to be able to integrate third-party software such as SAP or also interesting functions such as Gitlab or OpsGenie.
What do you dislike about the product?
I think Jira's weak point is ease of use. It is a tool that has a fairly slow learning curve and is not as intuitive for users who are not in the Technology environment. Added to that, their IT asset manager is not that good.
What problems is the product solving and how is that benefiting you?
Jira service management helps us to have general visibility of the requests that the different areas of my company have, as well as all the time that each agent invests to resolve these requests. It also helps us to have a request center for the company's external clients to whom we provide support.
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