I use Jira Service Management for product development. Jira Service Desk is largely for handling customer queries and internal ticket management. It helps us with any IT-related requests and also allows customers to submit feedback for the product. So that's how we use Jira Service Management.
Jira Service Management
AtlassianExternal reviews
933 reviews
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VP of Marketing
What do you like best about the product?
Easy to setup, easy to use to route requests for each functional group within Marketing
What do you dislike about the product?
Setting up the right framework for Jira initiatives, objectives, epics and task are aligned for Dev & IT construct as opposed to marketing teams.
What problems is the product solving and how is that benefiting you?
The ability to manage Marketing. request for the entire organization.
Very flexible for tickets but not self service
What do you like best about the product?
* Excellent JIRA integration as you'd expect
* Very flexible workflows and ticket setup
* Powerful system
* Very flexible workflows and ticket setup
* Powerful system
What do you dislike about the product?
* Poor thought around customer UI
* Feature set of self service portal is v weak
* Feels unfinished
* Feature set of self service portal is v weak
* Feels unfinished
What problems is the product solving and how is that benefiting you?
* Provide self service ticket management to customers
* Manage internal ticket flow
* Manage internal ticket flow
a great productive and management tool
What do you like best about the product?
it intergrates well into the larger atlassian suite of products and 3rd party vendors
What do you dislike about the product?
It can be hard learning curve to get up to spead with all the feature set
What problems is the product solving and how is that benefiting you?
Initally it was just used for our IT helpdesk but it has evolved and now is used for multiple use case including incident managment and project managment
Efficient workflow management for tracking and resolving queries but not very user-friendly interface
What is our primary use case?
How has it helped my organization?
Jira Service Management provides workflow management, making it easy for us to track queries and provide solutions. It allows us to review historical data to see how our response time to queries has improved over time. This feedback loop helps us enhance our services and products based on customer input and Net Promoter Score (NPS) feedback.
What is most valuable?
Different projects benefit from various features. With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful.
On the Jira Software side, I find the idea management feature valuable. It allows us to maintain a backlog of ideas submitted by customers, employees, and product engineering teams. We can track where ideas originate, follow their development into the product, and engage with customers throughout the process, providing a powerful capability.
What needs improvement?
One area I see for improvement is the custom options for marking an idea as obsolete. Currently, there are options like "not started" or "not working," but in today's rapidly changing tech world, some ideas can become obsolete quickly. For example, technology may become obsolete or a product may no longer be able to cater to a certain idea due to business pivots or changes in the product strategy. However, there is no specific option to indicate why an idea is considered obsolete, whether it's due to technological changes, business model shifts, or other reasons. Capturing these business-driven changes is not easy within the current setup.
It would be beneficial to have a configurable drop-down where we can filter and categorize the reasons for obsolescence, including technical, standard cases, and, importantly, business reasons. If such an option already exists, it might not have been effectively communicated to customers, as I haven't come across it yet within the customer community.
It's essential to have clear ways to manage and track the obsolescence of ideas based on both technical and business considerations.
For how long have I used the solution?
I have been using Jira for more than six years. I currently use the latest version.
What do I think about the stability of the solution?
I would rate the stability a nine out of ten. Stability is pretty good; there's never a significant downtime. It's been great.
What do I think about the scalability of the solution?
It is highly scalable. I would rate the scalability a nine out of ten. We have 500+ end users using this solution. Almost all of our employees use this solution.
It's used every single day, heavily utilized for Jira Service Desk and Jira Software for product development. We use it to its maximum potential.
How are customer service and support?
While Jira has a decent community where you can find answers, technical support is fairly okay, mostly due to their strong community.
How would you rate customer service and support?
Neutral
How was the initial setup?
I would rate my experience with the initial setup a six out of ten, where one being difficult and ten being easy.
Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options. However, once someone showed me how to use it, it became less challenging. But for new users starting with self-service abilities, it's not up to the mark.
What about the implementation team?
The deployment didn't take too long, maybe two or three weeks. It is a self-maintained solution.
What was our ROI?
We have seen an ROI. The standard way of operating with Jira has optimized time efficiency, which translates to cost efficiency. It allows us to resolve issues more efficiently, although the interface complexity might slightly impact overall efficiency.
What's my experience with pricing, setup cost, and licensing?
The price is not high. I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced, considering other similar products in the market.
There are no additional costs. The license we have covered quite a few offerings, like Jira's Confluence page, so that's pretty good.
What other advice do I have?
If you have a large organization with complex processes and need to scale up, Jira Service Management is an excellent platform for service and development management. However, if you're looking to optimize operations, improve services through data insights, and have a large organization, I would recommend considering ServiceNow as well.
Overall, I would rate the solution a seven out of ten. It's a solid solution with some room for improvement, but overall, it's a valuable product for our organization.
It comes with features beneficial to processes and workflows, but needs to be more user-friendly
What is our primary use case?
We use the product for our procurement processes and our service desk. We use it for our different teams working on the development side for smaller projects, as well as capital planning.
We have the solution deployed on-prem and on the cloud. We have only one team on the cloud and about 35 teams working on-prem.
What is most valuable?
In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations.
What needs improvement?
Jira Service Management should be more user-friendly, like other tools. We configure different projects on these tools, so it's okay for us, but Jira could be a little more simplified for clients. Similarly, there should be licenses for frequent and infrequent users.
For how long have I used the solution?
I have used Jira Service Management for four to six years.
What do I think about the stability of the solution?
The solution is quite stable. With 30 teams on the solution, there must be more than 30 projects with multiple requests coming in, but two people are enough to handle Jira. I rate the solution's stability an eight or a nine out of ten.
What do I think about the scalability of the solution?
We have about 1,800 employees in our organization, with more than 30 teams working on Jira. The users are all from procurement teams, finance teams, the capital planning team, the service desk, the development team, the networking team, the data center team, and the operations team as well. We are delivering tickets to our operations team. Everyone is using Jira right now. I rate the scalability of the solution a seven to eight out of ten.
How was the initial setup?
The initial setup is very easy. Initial deployment wouldn't take more than a week because it's not a big deal. The configuration and other tasks will definitely take some time due to discussions with teams and project configuration. One person is enough for deployment. We have two people providing support for Jira.
What's my experience with pricing, setup cost, and licensing?
I rate the pricing a ten out of ten because it is very highly priced. We have paid $20,000 recently for a one-year license for our on-prem server.
Which other solutions did I evaluate?
We have also procured ServiceNow. Other tools like ServiceNow and monday.com provide simplified user interfaces.
What other advice do I have?
We have started moving into cloud deployment because Jira has discontinued the support for the on-prem servers. Moreover, we are moving to the cloud to reduce the cost. There are many users who are licensed for our on-prem server, but they are not using it. We have 1,800 employees, but out of 1,800, there are 1,000 employees using Jira on a daily basis. We are paying the cost per user. There should be licenses for frequent and infrequent users. For example, my manager logged in once in one quarter or after two months or one month, and we are paying $20 per user.
If they want to save money and have the ability to make workflows by themselves, they can use it for startup companies. Startup companies should instantly go to Jira because it can help them in all departments. They won't need to buy different software for different departments, so it's better to go for Jira and make workflows for each department, which will all be using the same software. That way, they can interconnect within the departments.
I rate Jira Service Management a seven out of ten.
Great Customer support tool to manage, track & monitor bugs, projects & assignment
What do you like best about the product?
I've been using Jira for many times now, it is really helpful for me and our team to manage, track & monitor bugs, projects, and assignments and track all the developments in one tool.
The best part about Jira service management is the reporting and assigning of tasks and keeping all in check with deadlines etc.
The best part about Jira service management is the reporting and assigning of tasks and keeping all in check with deadlines etc.
What do you dislike about the product?
For first-time users, its a bit difficult to learn and use the platform as its a bit complicated initially but as time goes by it is quite useful. However, if there could be a option to download all the reports in a PDF or file format that would really help.
What problems is the product solving and how is that benefiting you?
we use Jira service management for many things specifically to tackle and report all the bugs that our clients are facing and monitor their progress and new developments. It shows the person who has assigned the task and the person working on it, which is quite effective and efficient. We also create custom fields/filters to ensure that our team uses them it the best possible way.
Used for a few months.
What do you like best about the product?
Jira Service Management provides a comprehensive solution for managing service requests and incidents. Its customizable workflows, integration with other tools, reporting and analytics, and self-service portal are some of the key features that make it a popular choice among organizations.
What do you dislike about the product?
It may take some time to get used to the tool and learn how to use its various features effectively.
What problems is the product solving and how is that benefiting you?
Record helpdesk responses and refer to similar cases
Agile oriented service management tool.
What do you like best about the product?
Seamlessly integrated with any third party application like monitoring tool, testing tools and
Jira has a self service feature where an individual can raise incident, change and request without depending on service desk team.
Jira has a self service feature where an individual can raise incident, change and request without depending on service desk team.
What do you dislike about the product?
Initial setup of jira tool is quite complex. We might require someone vendor expertise to build.
It provides lot of features, which might looks UI jam-packed and leisurely to load.
It provides lot of features, which might looks UI jam-packed and leisurely to load.
What problems is the product solving and how is that benefiting you?
Automated routing if tickets can be done based in the user specific custom keywords.
Best ticketing tool ever
What do you like best about the product?
Jira has some initial learning curve to understand. Although, once you know it, Jira is a powerful tool for managing and tracking tickets for internal projects and workflows. You can set up the dashboards in minutes and get total control over the number of requests you are getting. It brings instant visibility into the ticket queue and configures the trends and analytics of the tickets.
What do you dislike about the product?
I don't have major dislikes. If I have to critique, I would say Jira does not have an easy Slack and Zendesk integration. The UI is old-school style but still works as it can perform the duties.
What problems is the product solving and how is that benefiting you?
We use Jira or an internal ticketing system and track projects and workflows. More importantly, we use the time tracking widget in Jira, which gives us complete visibility into where we spend most of the time.
Very functional but really complicated
What do you like best about the product?
The apparent simplicity of the process .
What do you dislike about the product?
The way to set up the projects is not intuitive
What problems is the product solving and how is that benefiting you?
We have an easy way to manage our Product Support
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