I have been using JIRA Service Management for three years with our JIRA vendor.
Jira Service Management
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Smart Ticketing System - Jira
What do you like best about the product?
Jira is one of the top products of Atlassian. Below are some of the pros of the application:-
1. Helps in tracking issues, bug fixes and project assignments. It has multiple workflows which can be changed as per the user/teams requirements.
2. Jira makes things easier for managing backlog tickets and sprint work and also has good support for built-in Jira boards.
3. Provides built-in reports and dashboard which tells about teams workload and helps to plan accordingly.
4. Jira implementation is easy whether on-prem or cloud.
1. Helps in tracking issues, bug fixes and project assignments. It has multiple workflows which can be changed as per the user/teams requirements.
2. Jira makes things easier for managing backlog tickets and sprint work and also has good support for built-in Jira boards.
3. Provides built-in reports and dashboard which tells about teams workload and helps to plan accordingly.
4. Jira implementation is easy whether on-prem or cloud.
What do you dislike about the product?
1. UI is not that interactive for first time users when compared with other ticketing system.
2. For large instances, built in reports and filters might lag.
3. Pricing on Jira is quite on expensive side.
4. While Jira offers custom dashboard, filters and reports but if not managed carefully it can mess up the system.
2. For large instances, built in reports and filters might lag.
3. Pricing on Jira is quite on expensive side.
4. While Jira offers custom dashboard, filters and reports but if not managed carefully it can mess up the system.
What problems is the product solving and how is that benefiting you?
Jira provide a simple and centralised solutions to manage task and activity in one place. Integrates seamlessly with messaging tools and provide real time updates.
Good Software for Ops Management
What do you like best about the product?
Jira has built a great software which helps internal and external stakeholders to connect, review and improvise customer relations
What do you dislike about the product?
UI is a bit complicated and seems a bulky SaaS
What problems is the product solving and how is that benefiting you?
It has all the necessary fields, customisation and is all pervasive for any field of business
Suites and supports business operations goal flawlessly
Suites and supports business operations goal flawlessly
Great tool for managing product
What do you like best about the product?
Raising and tracking product requests, features, bugs.
We can collaborate effectively on jira and track status updates and comments
Managing documents through confluence integration.
We can collaborate effectively on jira and track status updates and comments
Managing documents through confluence integration.
What do you dislike about the product?
User interface for Jira can be improved significantly.
Finding the tickets and boards can be more effective and personalised.
Finding the tickets and boards can be more effective and personalised.
What problems is the product solving and how is that benefiting you?
Managing and tracking the product features, change requests
Automated ticket assignment at various stages of ticket. Our product lifecycle has shortened by 20% with the help of Jira
Automated ticket assignment at various stages of ticket. Our product lifecycle has shortened by 20% with the help of Jira
"Streamlined IT Support with Great Customization Options"
What do you like best about the product?
Jira Service Management offers excellent integration with other Atlassian products and provides powerful workflow customization options. It helps streamline IT support processes with automation rules, SLAs, and real-time collaboration tools. The intuitive interface for managing tickets and incidents improves team efficiency and tracking.
What do you dislike about the product?
The initial setup can be complex for new users, especially when configuring custom workflows or automations. Additionally, performance can slow down slightly with very large datasets or projects. The pricing model can also be a bit high for smaller teams.
What problems is the product solving and how is that benefiting you?
Jira Service Management has helped us streamline our IT service desk operations by centralizing ticket tracking and resolution workflows. It has improved visibility into service requests, increased accountability through automated task assignments, and significantly reduced response and resolution times. The platform’s integration with other Atlassian tools has made collaboration across teams more efficient and transparent.
User values automation and integration while appreciating improvements in service management
What is our primary use case?
What is most valuable?
The functionality has been particularly useful for our needs. The automated workflows have helped streamline our IT processes.
JIRA Service Management's integration capabilities with IT workflows have proven to be straightforward.
What needs improvement?
There is potential for improvement in incorporating AI tools for JIRA stories. We have many AI tools such as ChatGPT, Perplexity, and Gamma for PowerPoint presentations. We need to consider which AI tool would be most suitable for our project.
For how long have I used the solution?
I have been working with JIRA Service Management for three years.
What do I think about the stability of the solution?
The stability of the product rates at seven out of ten.
What do I think about the scalability of the solution?
The scalability aspect is rated as simple.
How are customer service and support?
The technical support from Atlassian rates at five out of ten.
Which other solutions did I evaluate?
We utilize SLA management tools for maintaining client satisfaction. The analytics tools in JIRA Service Management assist with service performance monitoring.
What other advice do I have?
Currently, we are consuming data from the Global Data Platform, which collects data from Kafka streaming applications. We work with Microsoft technologies, specifically Azure ADF, for automating pipelines and consuming data from Databricks using notebooks.
We use Azure AD for authorization through AZD accounts. For sprint planning, everything is managed through JIRA. We create JIRA stories every fortnight, assign points to each story, and share with the team the number of points to work on. The entire project follows agile methodology using JIRA boards for daily work purposes.
I would rate JIRA Service Management 9 out of 10.
Fresh Eyes on Jira: An Intern’s Blueprint for Smoother Onboarding
What do you like best about the product?
Best thing I found out is
Ops teams can create a linked software bug from an incident ticket in 1 click (with full context).
Devs see real-time impact of incidents/changes on their backlog.
No fragile integrations, API scripts, or context switching.
Tools like ServiceNow/Zendesk require complex integrations to achieve this, often with limited context sync.
Ops teams can create a linked software bug from an incident ticket in 1 click (with full context).
Devs see real-time impact of incidents/changes on their backlog.
No fragile integrations, API scripts, or context switching.
Tools like ServiceNow/Zendesk require complex integrations to achieve this, often with limited context sync.
What do you dislike about the product?
I had bad experience when I went to use jira at initial stage because it less user friendly.
Workflow and permissions require technical skill to configure properly.
Workflow and permissions require technical skill to configure properly.
What problems is the product solving and how is that benefiting you?
Jira solves time taken in manual routine tasks like agents waste time on approvals,updates by implementing no code automation rules. So we can get higher productivity in work.
tikceting bugs with automation expert
What do you like best about the product?
its various ai features and easy to handle and tracking of bugs using its various features
What do you dislike about the product?
nothing till now just little lag sometimes which might be due to network issue sometime
What problems is the product solving and how is that benefiting you?
it helps us to track and coney bugs to the concerned department to get update on that in a herarichal manner
SIEM Integration & SOC Incident Ticketing
What do you like best about the product?
I like Jira for integration and automation in the SOC incident ticketing process. We use Jira Service Management in the SOC incident ticket creating process, where we use automation for creating the tickets. The integration works in such a way that when the suspicious SOC alerts are escalated to the customer through email, the Jira request would be created automatically, which is notified and accessible to the customer and SOC team members.
What do you dislike about the product?
Jira is not specific for security platforms, so we have to build from scratch and there is no built-in support for CVE Correlation, TI feeds, etc.
What problems is the product solving and how is that benefiting you?
Jira Service management's capabilities, such as integration with tools like splunk, automation and flexibility for SOC incident handling and SLA tracking and escalations, benefit my team a lot.
Must try services
What do you like best about the product?
The features they provide to manage my tickets
What do you dislike about the product?
Till now I haven't felt any dislike regarding it
What problems is the product solving and how is that benefiting you?
Managing tickets
efficient tool for vulnerability tracking
What do you like best about the product?
Jira helps us effectively manage, assign, and track vulnerability remediation tasks discovered during penetration tests. It allows us to create detailed tickets, link them to reports, and directly assign them to developers. This workflow makes the process smooth.
What do you dislike about the product?
The user interface is quite complex to understand when I am new to Jira.
What problems is the product solving and how is that benefiting you?
Tracking and fixing vulnerabilities found during penetration tests is made easier with Jira Service Management.
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