JIRA Service Management was used strictly for our client's IT services in my company. Nowadays, the tool caters to business needs, HR, and administrative purposes, including the payroll aspect of my company's clients. The application has taken a different turn by allowing for managing certain relevant business needs as well.
Jira Service Management
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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.
Jira service management
What do you like best about the product?
This tool facilitates the tracking of progress and management of all tasks assigned. Using the progress track provided by the tool, it is possible to estimate deadlines as well
What do you dislike about the product?
There is one aspect of Jira Service Management that I dislike; it does not translate well to other languages. If you choose a language other than English, you will end up with a terrible mixture of English and the chosen language.
What problems is the product solving and how is that benefiting you?
In addition to support tickets pertaining to change requests and development workflows, we also use this system to provide our customers with knowledge and instructions, as well as release information and bug fixes, as well as training and support.
All in one service & requests tracker for teams
What do you like best about the product?
For a team Jura provides hassle free services & requests tracker inlcuding different dashboards, user controls & time/effort tracking features
What do you dislike about the product?
Nothing much to dislike. UI can be improved always
What problems is the product solving and how is that benefiting you?
Firstly Jira service management helps us keep track of service requests from customers. They can be created for specific teams & can be tracked with ease. A jira request can hold all the relevant info in one place.
Secondly, its also great for managing SOP's & incident management procedures.
Secondly, its also great for managing SOP's & incident management procedures.
A tool offering multi-functional capabilities to its users to cater to the needs of various departments of their businesses
What is our primary use case?
How has it helped my organization?
In recent scenarios, JIRA Service Management has helped my company's clients on the automation front, including onboarding or offboarding employees. The product has multiple use cases with multiple departments, one area that gets highly utilized. The tool also helps convert an incident into a change or problem and then trace and track activities with the tool, which is highly leveraged. Integration of JSM with JIRA software on change and problem management to drive the release, and looking at the release on the DevOps chart, are some use cases by businesses.
What is most valuable?
The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering. The queues in JIRA Service Management play a vital role in allowing its users to define the issue types, further classify them into queues, and then carry on.
What needs improvement?
In-built chat is missing in JIRA Service Management. To compensate for the missing in-built chat, we have been trying to gain leverage with Slack or Microsoft Teams at the moment since it is important to me who stands between the customer and the agent. The aforementioned area needs improvement because it is a very vital area. Suppose one can get on to something in JIRA Service Management that allows for communication. In that case, it is easier to solve a problem rather than communicate with JIRA through comments which will go back and forth.
In short, an in-built chat option will be good for the solution.
For how long have I used the solution?
I have been using JIRA Service Management for over six years.
What do I think about the stability of the solution?
It is a stable solution. Stability-wise, I rate the solution an eight to nine on a scale of one to ten.
What do I think about the scalability of the solution?
Scalability-wise, I rate the solution an eight to nine on a scale of one to ten.
How are customer service and support?
I rate the technical support a nine out of ten.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I used to previously work with Bitbucket.
How was the initial setup?
I rate the initial setup phase of JIRA Service Management a six out of ten.
The solution is deployed majorly on the cloud.
The time taken to deploy JIRA Service Management depends on multiple factors. It can range from a week to a month, depending upon what kind of customization and plug-in integrations are required.
What's my experience with pricing, setup cost, and licensing?
JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten.
What other advice do I have?
To those planning to use it, I would say that if they have a larger customer base, which may cause them to incur some licensing costs, then that is the area where they should look at JSM as a candidate. If some want to automate their internal processes, which could be operational, business-centric, or technical operation, they can use JSM. People who can look at JSM as a candidate are those who have a little bit of asset requirement where they want to manage the instance and opt for the trace and track functionality to find out what exactly is happening and who is honing what in general.
Overall, I rate the solution a nine out of ten.
Support and ticket management made easy
What do you like best about the product?
A very clear and minimalistic user interface, showing only the essential information and making it very easy to navigate.
You can easily mix common support requests, with more long-term product update and bug issues. With clear labels separating the them.
You can easily mix common support requests, with more long-term product update and bug issues. With clear labels separating the them.
What do you dislike about the product?
The notification system could use an improvement, as it is easy to lose the one email that is sent and then forget to check for the user's reply.
All the user interface is clear, there really isn't much to it at all. If there were more formatting options, integration with other requests and a more concise to-do list, that would be great!
All the user interface is clear, there really isn't much to it at all. If there were more formatting options, integration with other requests and a more concise to-do list, that would be great!
What problems is the product solving and how is that benefiting you?
We can easily communicate with clients and service providers from simple bugs, to system critical issues that need to be addressed immediately.
We can track such requests and make sure they are being promptly and appropriately dealt with.
We can track such requests and make sure they are being promptly and appropriately dealt with.
Powerful tool to manage service desk operations
What do you like best about the product?
The software offers a centralized platform where service requests can be managed, prioritized, and assigned to the relevant team members. This ensures that requests are handled in a timely and efficient manner, which can help to improve customer satisfaction and reduce response times.
What do you dislike about the product?
Software can be expensive, particularly for small businesses or organizations with limited budgets. While JIRA Service Management offers a range of features and customization options, the cost may be prohibitive for some users.
What problems is the product solving and how is that benefiting you?
The software can automate routine tasks, such as ticket routing and notification, which can save time and improve efficiency. Additionally, the software integrates with a wide range of other tools and platforms, making it easy to connect with existing workflows and systems.
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