Jira Service Management
AtlassianExternal reviews
External reviews are not included in the AWS star rating for the product.
Effective ticket management and workflows with valuable Kanban board
What is our primary use case?
What is most valuable?
Apart from ticket management and workflow, the Kanban board is one of the helpful tools in Jira.
What needs improvement?
There should be some AI integrations now as AI is in the picture. One should have some risk analysis done and auto code analysis done on the ticket.
For how long have I used the solution?
I have been working with Jira Service Management for almost three years now.
What do I think about the stability of the solution?
There are not really any issues. It is pretty much easier to use.
What do I think about the scalability of the solution?
Scalability is good. I can rate it as eight out of ten.
How are customer service and support?
My leads have reached out to customer support.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I have used ServiceNow. It depends on the clients. Some clients use ServiceNow, so we have to use it.
How was the initial setup?
I have never dealt with the initial setup as it is done by the client side.
What about the implementation team?
My lead handles the deployment.
Which other solutions did I evaluate?
I have had experience with ServiceNow.
What other advice do I have?
Users should use the end-to-end tools related to project management. It is very useful in project management.
I'd rate the solution nine out of ten.
Helps with time management and team management of the new tasks
What is our primary use case?
We upload the tasks for the team, working with them, and they know the status of the tasks.
How has it helped my organization?
It helps with time management and team management of the new tasks.
What is most valuable?
The status of the tasks and the ability to assign any task to any person are valuable features.
What needs improvement?
It should be easier to log in. When I first tried to log into Jira, I faced issues accessing my company account.
For how long have I used the solution?
I've been working with Jira Service Management for the same duration as Wazoo, which is about three months.
What do I think about the stability of the solution?
I would rate the stability a nine out of ten.
What do I think about the scalability of the solution?
All of the teams in the company love Jira.
How are customer service and support?
I didn’t need to call customer support.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I didn't work with other log management tools before, but I know some information about platforms like Splunk, IBM QRadar, and others.
How was the initial setup?
For Jira, the setup is good. It is an eight out of ten.
What about the implementation team?
I was not involved in the implementation.
Which other solutions did I evaluate?
I did research about platforms like LogRhythm, Splunk, and IBM QRadar.
What other advice do I have?
I recommend Jira Service Management. It helps with time management and team management of the new tasks.
I would rate it a nine out of ten.
Customized workflows and out-of-the-box offerings to elevate incident management
What is our primary use case?
We use Jira Service Management to open support tickets, follow up on those tickets, and monitor the work log. We also perform some report filtering to follow up on outstanding issues. We utilize Jira Service Management's features to track the status and use customized workflows for incident management.
How has it helped my organization?
Jira Service Management allows us to customize dashboards to retrieve real-time data. By defining filters based on different customer types and service types, we can monitor and manage incidents effectively. This high level of customization aids in decision-making and increases visibility in tracking issues.
What is most valuable?
We have found the issue type feature particularly valuable, as it provides an out-of-the-box solution that aligns with our needs. We also appreciate the ability to customize the status workflow, surface type, and associated features, offering us high flexibility and visibility.
What needs improvement?
There is room for improvement in the user interface and the queues. Currently, the queues, which list all issues, do not allow resizing of columns and appear primitive compared to filters. Enhancing the queue interface would align it more closely with the sophisticated filter reports.
For how long have I used the solution?
We have been using Jira Service Management for one year.
What do I think about the stability of the solution?
Jira Service Management's stability is very high. We have not experienced any downtime, which ensures uninterrupted operations. The performance is excellent, contributing significantly to our IT operations.
What do I think about the scalability of the solution?
The solution is highly scalable, allowing customization and usage across different platforms, such as desktop and mobile. We haven't yet explored all features, such as allowing users to submit their tickets, so there is plenty of room for scalability in the future.
How are customer service and support?
The customer service and support provided by Jira Service Management are excellent. During my setup, I encountered difficulties, and the support team responded very fast and was very helpful in resolving my inquiries.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
Previously, we did not use any different solution for these use cases.
How was the initial setup?
The initial setup of Jira Service Management is rated a five. There is a learning curve that needs significant time investment to understand and configure the system. However, once the platform is understood, usage and configuration become much more straightforward.
What about the implementation team?
I handled the deployment process myself. Our team of six users, including myself, required involvement during the setup phase.
What was our ROI?
Jira Service Management offers high ROI due to its subscription basis and cost-effectiveness. It does not require installing a server, as it is cloud-based, further enhancing its value.
What's my experience with pricing, setup cost, and licensing?
The pricing for Jira Service Management is reasonable and not expensive. It feels fair because there are opportunities for discounts through resellers.
Which other solutions did I evaluate?
We did not evaluate other solutions because the decision to use Jira Service Management was made by my boss.
What other advice do I have?
The most time-consuming part of the setup process is learning how to customize workflows. It is crucial to thoroughly read and understand all documentation and materials provided, which significantly aids in setting up and customizing the platform.
Jira Service Management - Review from a user and active partner of Atlassian
Enhanced user support with increased productivity from task management
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.
Handle and track service requests, incident,problems,changes and assets all in one platform
Overhead for smaller teams
Slow incident response
Jira Service Management!
It has helped a lot to organize us internally within the company.
Useful to manage workloads, reports, and for tracking
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.