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Jira Service Management

Atlassian

Reviews from AWS customer

1 AWS reviews
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  • 4 star
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External reviews

937 reviews
from and

External reviews are not included in the AWS star rating for the product.

4-star reviews ( Show all reviews )

    reviewer2543364

Enhanced user support with increased productivity from task management

  • September 13, 2024
  • Review provided by PeerSpot

What is our primary use case?

We use JIRA for user support, specifically first-level user support.

Additionally, we use it to plan project steps. With the Carbon dashboard, it is possible to break the project into multiple steps. You can review what is done, what is set to be done, and what has been completed during the predefined time slots. For ITSM processes, we primarily use it for access processes.

We also utilize its automation capabilities, such as automatically creating JIRA tickets from monitoring tools during batch execution errors.

How has it helped my organization?

JIRA allows us to easily monitor what the team is doing and which subjects team members are working on. The dashboard feature enables us to see task statuses and facilitates task management through drag-and-drop functionality. This has improved our productivity by making it easier to track tasks and team activities.

What is most valuable?

The most valuable feature compared to JPS is that JIRA is focused on user support and project management. It is easy to communicate with end users through the application, and for specific tasks, it's possible to break them into smaller tasks and link them together. Features like the dashboard and drag-and-drop functionality for updating task statuses make it user-friendly.

The ability to create a Deep Bucket branch or link tasks from JIRA to another JIRA is also beneficial. Automation capabilities allow for automatic ticket creation using monitoring tools.

What needs improvement?

It would be beneficial if we could turn comments into subtasks or other JIRA tickets directly. If this feature could be added, it would enhance the user experience.

For how long have I used the solution?

I have been working with JIRA and ServiceNow for the past three years.

What do I think about the stability of the solution?

In our environment, JIRA is very stable. We have different JIRA instances for testing, and with our architecture, the application remains stable except during major changes or updates. Daily operations are smooth and fluent.

What do I think about the scalability of the solution?

As an end user, I find it difficult to comment on scalability. However, our dedicated deployment team manages the architectural aspects to ensure scalability.

How are customer service and support?

I have not had any interaction with JIRA's technical support, so I cannot comment on their customer service.

How would you rate customer service and support?

Positive

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

Previously, I worked with GLPI for about six years before switching. I stopped using GLPI because I changed jobs and moved to a position that uses JIRA and ServiceNow.

How was the initial setup?

From my point of view, as an end user, the initial setup was slightly challenging due to the new user interface compared to GLPI. However, over time, it became more user-friendly, and I discovered many good options.

What about the implementation team?

A dedicated team focuses on maintaining the JIRA infrastructure. When new options are needed, they evaluate and include them, making the experience better for end users.

What was our ROI?

We have seen improvements in productivity since it is easier to understand team activities and task statuses through the JIRA dashboard. Comparing task management features, JIRA significantly outperforms GLPI.

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

I do not have information about the pricing or licensing cost of JIRA. The last time I checked, there was a cloud version available for subscription.

What other advice do I have?

For a small enterprise or team, GLPI may be a suitable option due to its free version. However, for a larger, more stable, and highly improved solution, I would recommend JIRA. I'd rate the solution eight out of ten.

    Mubassir R.

Handle and track service requests, incident,problems,changes and assets all in one platform

  • July 25, 2024
  • Review provided by G2

What do you like best about the product?
It's provided IT Service Desk and customer support also HR management
What do you dislike about the product?
Complexity and learning curve
Overhead for smaller teams
What problems is the product solving and how is that benefiting you?
Solved problem like unorganised service requests
Slow incident response

    Computer Software

It has helped a lot to organize us internally within the company.

  • June 26, 2024
  • Review provided by G2

What do you like best about the product?
What I like most about Jira Service Management is its ability to efficiently manage service requests and tickets. The integration with other Atlassian products and its powerful automation capabilities significantly enhance team productivity.
What do you dislike about the product?
What I don't like about Jira Service Management is that its learning curve can be quite steep for new users. Additionally, some of the advanced configurations can be complicated to implement without additional technical knowledge.
What problems is the product solving and how is that benefiting you?
Jira Service Management addresses issues such as disorganized ticket management and lack of visibility in service requests. Its centralized structure and automation capabilities improve efficiency, reduce resolution time, and ensure better communication between teams, thus benefiting productivity and customer satisfaction.

    Phanikumar Madiraju

Useful to manage workloads, reports, and for tracking

  • June 05, 2024
  • Review provided by PeerSpot

What is our primary use case?

I use the solution in my company as it is a good project management tool.

What is most valuable?

The tool's ticketing is very good. It uses an agile methodology for delegating tickets, workload, reports, and tracking.

What needs improvement?

The product does not allow customization of reports. Only specific out-of-the-box reports are available, so you cannot customize reports very easily, which is a drawback. It is meant for some complex environments, making it a tool that is not easy to use. You need to get a minimum amount of training on the system to be able to use the product.

For how long have I used the solution?

I have been using JIRA Service Management for seven years. I am a user of the solution.

What do I think about the stability of the solution?

The tool's stability is very good.

What do I think about the scalability of the solution?

The product is scalable only if you purchase the premium license for the tool.

How are customer service and support?

The solution's technical support is good. I rate the technical support a nine out of ten.

How would you rate customer service and support?

Positive

How was the initial setup?

The product's initial setup phase is complex since it cannot be managed without vendor support.

For deployment, the packages are not readily available for download. One has to purchase the license to be able to use the product, making the complex process for which support should be made available from JIRA Service Management's team.

The solution can be deployed in less than an hour by one person.

What about the implementation team?

Vendor support is required to take care of the product's deployment.

What was our ROI?

In terms of the tool's ROI, I feel everything is good. With the use of the tool, one can save a lot of manpower and time.

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

It is a cheaply priced product.

What other advice do I have?

The automation capabilities of the product are limited. You cannot integrate with each and everything. Within NetSuite and Confluence, JIRA Service Management's integration capabilities are easy to manage, but with some other tools, it can get complex.

The product is not easy to integrate with other tools.

It is easy to integrate the product with the AI part. AI helps with tracking purposes, management purposes, reports, and project execution. The tool is used a lot, making it a very useful product.

My company uses JIRA Service Management to collaborate with Confluence.

I believe it is a complete package and one of the best project management tools in the market.

I rate the solution a nine out of ten.

    Meet P.

Jira Service Management: User experience

  • April 16, 2024
  • Review provided by G2

What do you like best about the product?
Jira Service Management is easy to use, user can easily navigate through the projects and can see the boards.
It can be integrated with project management tools like bitbucket, confluence, which helps to keep track of project status, issues etc.
It is easy to implement with existing project through which product manager can keep track of every task.
What do you dislike about the product?
Due to its complex implementation and vast number of users it can lead to bad customer support experince.
As it has high frequency of users it can lead to poor response time.
What problems is the product solving and how is that benefiting you?
Jira Service Management smoothens the process of creating ticket, assigning them to users and keep track of it.
Major feature includes issue/bug tracking , it helps to keep track of bugs and also lessens the miscommunication between co-workers.
User can create Workspace/ Projects and keep track of the project.

    Francesco Fiorentini

User-friendly and can be used for change of management

  • March 01, 2024
  • Review provided by PeerSpot

What is our primary use case?

We are using JIRA Service Management for change of management.

What is most valuable?

JIRA Service Management is a very user-friendly solution.

What needs improvement?

JIRA Service Management could include more AI features.

For how long have I used the solution?

I have been using JIRA Service Management for one year.

What do I think about the stability of the solution?

JIRA Service Management is a very stable solution.

I rate the solution an eight or nine out of ten for stability.

What do I think about the scalability of the solution?

Around 50 users are using JIRA Service Management in our organization on a daily basis.

I rate the solution an eight or nine out of ten for scalability.

What other advice do I have?

I would recommend JIRA Service Management to other users.

Overall, I rate the solution an eight or nine out of ten.

    Mohammed Ismail M.

Amazing Tool

  • January 03, 2024
  • Review provided by G2

What do you like best about the product?
Any issues can be raised on this platform
All the information related to technical/non technical available in single platform
What do you dislike about the product?
Nothing to comment about dislike.
Overall this is nice tool
What problems is the product solving and how is that benefiting you?
We can raise queiries related to software, hardware, data access,

    Lokesh Jayanna

A stable solution that can be used for feature tracking, planning, and execution

  • November 24, 2023
  • Review provided by PeerSpot

How has it helped my organization?

Feature tracking is a useful feature of JIRA Service Management. If there are multiple people in a team in an agile environment, it's very difficult to track whether something has gone to production or a feature has been worked on.

What is most valuable?

We use JIRA Service Management for tracking purposes, planning, and execution.

What needs improvement?

Field addition and removal features are not very intuitive in JIRA Service Management.

For how long have I used the solution?

I have been using JIRA Service Management for six to seven years.

What do I think about the stability of the solution?

We are satisfied with the solution’s stability.

I rate JIRA Service Management a nine or ten out of ten for stability.

What do I think about the scalability of the solution?

Around 15,000 to 20,000 users use the solution in our organization.

I rate JIRA Service Management a nine out of ten for scalability.

How was the initial setup?

The solution's initial setup is easy.

I rate JIRA Service Management a nine out of ten for the ease of its initial setup.

What was our ROI?

JIRA Service Management has helped our organization save time.

What other advice do I have?

JIRA Service Management is deployed on-cloud in our organization.

Overall, I rate JIRA Service Management a nine out of ten.

    Shambuling-Doni

Easy to use, offers good stability and visibility for operational efficiency

  • November 22, 2023
  • Review provided by PeerSpot

What is our primary use case?

We use Jira Service Management (JSM) to manage tickets.

It enables us to track, monitor, and manage user requests from initiation to resolution. We use it for the end-to-end process. We can add comments, and close requests., so our primary use case for JSM is ticketing.

What is most valuable?

The interface is good and easy to use. We can track, monitor, and get all the details we need from the end-user's point of view for any service request.

What needs improvement?

The search function could be improved. We have to search a certain way. There is no generic search, it is more object-oriented search. The interface could also be more user-friendly.

So, the interface and search could be improved.

Additionally, I would like to see more accessibility. It would also be great if there was a Jira mobile app.

For how long have I used the solution?

We have been using JSM for more than two years. We have gained extensive experience with the tool during this time.

What do I think about the stability of the solution?

It is a stable solution. I would rate the stability a nine out of ten.

What do I think about the scalability of the solution?

It is in the cloud, so it is a scalable solution. I would rate the scalability an eight out of ten. It is very scalable.

Currently, it is being used by the entire organization, but for my team, we have around 10 to 20 people who use it regularly. In total, around 50 users have access to it.

How are customer service and support?

It is available, but we haven't had to use it much. We have been able to solve most of our issues on our own.

However, since it is a German-based product, there may be geographic issues with ticket routing.

They could improve it by providing support specific to the geographic location. They could also make 24/7 support available based on the availability of the support center.

How would you rate customer service and support?

Positive

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

We have used a few other Service Desk tools, but they are not at Jira's level.

Jira is a better tool to capture end-to-end details, which provides more visibility than the other tools.

How was the initial setup?

It's easy to deploy because it's a cloud-based model. There is no on-premises deployment required if you are using the SaaS model.

If you use the SaaS model, the maintenance is taken care of by the SaaS provider.

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

It is one of the premium products on the market, but it is very costly, especially in the Indian market. Smaller organizations cannot afford it.

We pay monthly licensing costs. We only have to pay for the subscription model that we choose.

What other advice do I have?

Overall, I would rate the solution an eight out of ten. It is a good tool, but it is expensive. However, it does provide the information needed to make good decisions about operational development and performance. It provides good visibility, but it is also very expensive.

    Steeve H.

the good way to manage tickets

  • October 04, 2023
  • Review provided by G2

What do you like best about the product?
easy to use in order to open tickets. Query are very good to manage dashboards
What do you dislike about the product?
needs some time to understand how it works. Query are not simple the first time, but after using it a lot, it's easy
What problems is the product solving and how is that benefiting you?
the good tool for ITSM

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