We are using JIRA Service Management for change of management.
Jira Service Management
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945 reviews
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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
Amazing product solving problems for development team for years
What do you like best about the product?
Jira makes it easier for peoject manager to track project which are cross functional in nature to delivered by multiple teams. It's getting simpler to use day by day. I have been using it from last 8 years every working day.
What do you dislike about the product?
It gets really hard if there are several team managed projects and you will find it really difficult to track progress as the epic doesn't overlap across different projects in jira
What problems is the product solving and how is that benefiting you?
Tracking of cross functional projects. It gets easier to use especially when you large scale of teams in the organization
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.
Very Good Product for project management
What do you like best about the product?
This software is very good for project management. It allow every user to be on the same place for any of the update related to project. It also helps organisation to go for less documentation
What do you dislike about the product?
It helps all of our organisation employee to check the real time update
What problems is the product solving and how is that benefiting you?
It helps user to be on the same place for any of the update related to project. It also enable user to manage his project so easily.
My experience with Jira Service Management during Automation
What do you like best about the product?
Jira Service Management is very user friendly for beginner administrator like me to get hands on.
What do you dislike about the product?
Frankly speaking, I get confused due to too many features which resembles the same.
What problems is the product solving and how is that benefiting you?
Jira Service Management categorise the service types along with auto Sub tasks. Auto sub tasks are created according to the requirement which saves time and easy to monitor.
Jira : A complete tool for project management
What do you like best about the product?
The best thing I like about jira is it's ticket management system. The tickets are so well organised. In proper different stages, to-do, in progress, in review and the different stages created by client/business owner.
What do you dislike about the product?
The thing I dislike, not like so much about jira is ots graph structure for different sprints. I mean yes the velocity charts is nice, quite informative but they could be better.
What problems is the product solving and how is that benefiting you?
Jira helps solve the product and project management methodology. By organising tasks into separate sprints, assigning tickets, and respective graphs for all the sprints. Really helpful for the Scrum master.
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,
JSM review
What do you like best about the product?
Proven and flexible - perfect companion to the rest of the suite.
What do you dislike about the product?
Stock SLA management is limited and relies on addons to shine
What problems is the product solving and how is that benefiting you?
Client support ticket management
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.
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