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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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.
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.
Streamline Your Service Operations with Jira Service Management
What do you like best about the product?
Track and prioritize service requests: Jira Service Management allows you to track and prioritize service requests and incidents, ensuring that critical issues are addressed first.
Automate workflows: With Jira Service Management, you can automate workflows to ensure that tasks are completed efficiently and consistently.
Collaborate with your team: Jira Service Management enables teams to collaborate effectively, providing a single source of truth for all service requests and incidents.
Gain insights: With built-in reporting and analytics, Jira Service Management provides valuable insights into your service desk operations, allowing you to identify areas for improvement and make data-driven decisions.
Automate workflows: With Jira Service Management, you can automate workflows to ensure that tasks are completed efficiently and consistently.
Collaborate with your team: Jira Service Management enables teams to collaborate effectively, providing a single source of truth for all service requests and incidents.
Gain insights: With built-in reporting and analytics, Jira Service Management provides valuable insights into your service desk operations, allowing you to identify areas for improvement and make data-driven decisions.
What do you dislike about the product?
Steep learning curve: Jira Service Management is a powerful and complex tool, which means that it can take some time for users to become proficient with it. This can be particularly challenging for smaller teams with limited resources.
Customization limitations: Although Jira Service Management is highly customizable, some users may find that the level of customization available is not sufficient for their needs. This can be particularly frustrating for organizations with very specific workflows or processes.
Cost: Jira Service Management is a paid tool, which means that it may not be accessible to all organizations or individuals. The cost can be particularly challenging for small businesses or startups with limited budgets.
Integration challenges: While Jira Service Management offers many integrations with other tools and platforms, some users may find that integrating it with their existing systems can be challenging, particularly if they are not familiar with the tools and technologies involved.
Customization limitations: Although Jira Service Management is highly customizable, some users may find that the level of customization available is not sufficient for their needs. This can be particularly frustrating for organizations with very specific workflows or processes.
Cost: Jira Service Management is a paid tool, which means that it may not be accessible to all organizations or individuals. The cost can be particularly challenging for small businesses or startups with limited budgets.
Integration challenges: While Jira Service Management offers many integrations with other tools and platforms, some users may find that integrating it with their existing systems can be challenging, particularly if they are not familiar with the tools and technologies involved.
What problems is the product solving and how is that benefiting you?
Inefficient service request management: Without a proper system in place, managing service requests can be inefficient and time-consuming. Jira Service Management helps to automate the process of managing service requests, making it easier and more efficient to manage requests from customers or other stakeholders.
Lack of visibility into service operations: Without a centralized system for managing service requests, it can be challenging to gain visibility into service operations. Jira Service Management provides a centralized platform for managing service requests and incidents, providing teams with valuable insights into their service desk operations.
Inability to collaborate effectively: Collaboration is essential for effective service delivery. Jira Service Management provides a platform for teams to collaborate effectively, ensuring that everyone is on the same page and working towards the same goals.
Difficulty in prioritizing service requests: Without a proper system for prioritizing service requests, critical issues may not be addressed in a timely manner. Jira Service Management provides tools for prioritizing service requests based on their impact and urgency, ensuring that critical issues are addressed first.
By solving these problems, Jira Service Management helps organizations improve their service delivery and customer satisfaction. With automated workflows, centralized management, and collaboration tools, teams can work more efficiently and effectively, ultimately providing better service to their customers. Additionally, the built-in reporting and analytics features enable organizations to make data-driven decisions, improving their overall service delivery and operations.
Lack of visibility into service operations: Without a centralized system for managing service requests, it can be challenging to gain visibility into service operations. Jira Service Management provides a centralized platform for managing service requests and incidents, providing teams with valuable insights into their service desk operations.
Inability to collaborate effectively: Collaboration is essential for effective service delivery. Jira Service Management provides a platform for teams to collaborate effectively, ensuring that everyone is on the same page and working towards the same goals.
Difficulty in prioritizing service requests: Without a proper system for prioritizing service requests, critical issues may not be addressed in a timely manner. Jira Service Management provides tools for prioritizing service requests based on their impact and urgency, ensuring that critical issues are addressed first.
By solving these problems, Jira Service Management helps organizations improve their service delivery and customer satisfaction. With automated workflows, centralized management, and collaboration tools, teams can work more efficiently and effectively, ultimately providing better service to their customers. Additionally, the built-in reporting and analytics features enable organizations to make data-driven decisions, improving their overall service delivery and operations.
Jira SM is our go-to for handling customer tickets
What do you like best about the product?
Good interface, workflow automations, collaboration, integrations with multiple platforms.
What do you dislike about the product?
We haven't faced anything that we dislike so far.
What problems is the product solving and how is that benefiting you?
It has helped us get in touch with our leads and customers efficiently, while also allowing us to discuss matters internally within the platform before responding.
Good application to track application defects and TCs.
What do you like best about the product?
1. Its easy to use.
2. Anyone can understand easily.
3. Easy to create filters to get the exact results.
2. Anyone can understand easily.
3. Easy to create filters to get the exact results.
What do you dislike about the product?
Larger comments it will not support. It has charector length in comments section.
Sol:
In my scenario, iam trying to add TCs as comments , sometimes I will add larger TCs. So allow unlimited charector so, no one will face same issue again.
Sol:
In my scenario, iam trying to add TCs as comments , sometimes I will add larger TCs. So allow unlimited charector so, no one will face same issue again.
What problems is the product solving and how is that benefiting you?
I used JIRA as test engineer.
1. To create defects for product.
2. Attached the larger files to the defects.
3. Updating/Modify the existing defects.
4. Creating filters to fetch exact data.
1. To create defects for product.
2. Attached the larger files to the defects.
3. Updating/Modify the existing defects.
4. Creating filters to fetch exact data.
Jira is best for tracking so many things
What do you like best about the product?
I have been using Jira for the last 5 years and I see a significant improvement every time.We have been able to log work and added SLA and track the work done by other teams very efficiently
What do you dislike about the product?
I would like to see a mailing system integrated with Jira around SLA misses.
What problems is the product solving and how is that benefiting you?
It helps to assign and resolve incidents with in the team and all members can privately and public comment on the same ticket and log work.This makes it amazing tool
Atlassian's IT Service Management tool
What do you like best about the product?
Jira Service Management is very well configured to get the most out of the tool without much initial configuration. Of course it can be customized with lots of different options to make it work as desired.
What do you dislike about the product?
Signing into the customer portal requires the user to sign in to the parent Jira site first because of our SSO implementation.
What problems is the product solving and how is that benefiting you?
We used to have a regular Jira project for our Corp IT team. We configured our new project under Jira Service Management and have gained great insights into our common types of service requests, SLAs, ticket distribution, etc.
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