We are using JIRA Service Management for change of management.
Jira Service Management
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User-friendly and can be used for change of management
What is our primary use case?
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.
Amazing Tool
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
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
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,
A stable solution that can be used for feature tracking, planning, and execution
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.
Easy to use, offers good stability and visibility for operational efficiency
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.
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.
the good way to manage tickets
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
JSM- great ITSM and ticketing tool
What do you like best about the product?
-Allow users to directly create tickets through the customer portal rather than calling in to a helpdesk
-Track tickets for almost all department viz. IT helpdesk, HR, Engineering, Purchase, Security etc.
-User friendly customer portal
-Add multiple users to a ticket as "Request participants"
-Availability of automation feature makes life of a jira admin much easier
-Unlimited custom fields options
-When typing up a summary, it gives the list of related old tickets where you might find the solution for your problem
-Easy to create escalation SLA's
-Ease of tickets escalations
-time tracking feature
-Track tickets for almost all department viz. IT helpdesk, HR, Engineering, Purchase, Security etc.
-User friendly customer portal
-Add multiple users to a ticket as "Request participants"
-Availability of automation feature makes life of a jira admin much easier
-Unlimited custom fields options
-When typing up a summary, it gives the list of related old tickets where you might find the solution for your problem
-Easy to create escalation SLA's
-Ease of tickets escalations
-time tracking feature
What do you dislike about the product?
-non-customisable reports
-when you accidentally delete something, it's gone forever! (Deletion and recovery is not an option in Jira)
-limited upload size
-unavailability to copy Request types' configuration from one project to another
-Limited mobile funcationality
-Costly
-dark mode (it's really not so pleasant to work with - that's my personal opinion)
-inability to bulk close tickets
-non-intuitive
-inability to hide forms in the jira tickets/customer portal, if used.
-inability to migrate configurational changes from dev to prod.
-when you accidentally delete something, it's gone forever! (Deletion and recovery is not an option in Jira)
-limited upload size
-unavailability to copy Request types' configuration from one project to another
-Limited mobile funcationality
-Costly
-dark mode (it's really not so pleasant to work with - that's my personal opinion)
-inability to bulk close tickets
-non-intuitive
-inability to hide forms in the jira tickets/customer portal, if used.
-inability to migrate configurational changes from dev to prod.
What problems is the product solving and how is that benefiting you?
With JSM, it is easy to categorise Service requests, Incidents, changes, problems with the help of request types/issue types.
It has really benefitted me to prioritize my tasks and see the progress of all my tickets in a single place.
It has really benefitted me to prioritize my tasks and see the progress of all my tickets in a single place.
Amazing Service tool for internal case management
What do you like best about the product?
The options provided in choosing from the bug/enhancement and keeping the requestor on track and have full visibility- sub task for test cases
What do you dislike about the product?
Dashboards are hard to read and the UI for the same is not preferred
What problems is the product solving and how is that benefiting you?
UAT testing made easier by making scenarios and test them one by one by the affected user for satisfactory output
Great service management solution
What do you like best about the product?
Intuitive and user-friendly interface, great customization, seamless integration, easy scalability.
What do you dislike about the product?
Automation problems, costly and complex licensing, lackluster reporting
What problems is the product solving and how is that benefiting you?
Is helped our business move to a more robust, automated and overall modern service management and help desk system.
Effectively categorize, prioritize service request, problems, incidents.
What do you like best about the product?
The way it helps every team to deliver great service quickly, bringing clear visibility to work. Also it bridge the gap between development,IT and business team.
What do you dislike about the product?
Support to customer management which need to be improved. Lack of memory space. Sometime its complex to manage. No dedicated features exists to track ideas and plans.
What problems is the product solving and how is that benefiting you?
Main use of Jira Service Management tool is time tracking capabilities and producing reports that helps team to track their performance over the period. Also helps team to work agile way.
ITSM solution best adapted to ITIL
What do you like best about the product?
The ease of organizing projects in different ways, including administrators, analysts and users in such a way that you can limit the administrators of one project to modify another, leaving this to the jira administrator.
What do you dislike about the product?
The learning curve for the end user is not as easy as other IT solutions, in addition to this it requires a lot of preparation of the technical team in ITIL to take better advantage of the tool.
What problems is the product solving and how is that benefiting you?
What is achieved with this tool is to be able to manage several help desks called projects, where each work team can manage their tickets in the best way, classifying them according to a consistent catalog, and with the ability to obtain detailed metrics on the volume of tickets, slas, time tracking and much more.
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