Jira Service Management
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Performance
What do you like best about the product?
Jira Service Management's strength lies in its ability to streamline service delivery and improve team collaboration. It excels at centralizing request management, automating workflows, and providing a robust knowledge base for self-service support. The platform's integration with other Atlassian tools, like Confluence for knowledge base management, enhances its overall value.
What do you dislike about the product?
Jira Service Management (JSM) has some downsides, including a steep learning curve, complex interface, and potential performance issues, especially with large numbers of users or complex configurations. Some users also find it lacks certain basic ticketing system features or struggles with specific integrations. Additionally, the tool may not be ideal for teams not using Agile methodologies due to its focus on that framework.
What problems is the product solving and how is that benefiting you?
Jira Service Management (JSM) solves problems related to inefficient service delivery, lack of collaboration, and poor visibility across teams by providing a centralized platform for managing service requests, incidents, problems, and changes. This leads to benefits like faster response times, improved customer satisfaction, and better team collaboration, ultimately increasing overall efficiency and productivity
Why choose Jira Service Management?
What do you like best about the product?
It helps us to adopt quickly because of its real time updates.
What do you dislike about the product?
Its just the it is more complex than other tools.
What problems is the product solving and how is that benefiting you?
Well it makes collaborations with teams easier.
Jira advatages
What do you like best about the product?
Customer support, ease of integration, number of features, ease of use
What do you dislike about the product?
ease of implementation, frequency of use
What problems is the product solving and how is that benefiting you?
Jira Service Management just like service, I think it helps in managing hardware products to-date.
Flexible platform for various needs.
What do you like best about the product?
Easy of setup & use. You can customize it according to your need.
What do you dislike about the product?
Some time their backend goes slow & during peak time if their services goes slow then it is troublesome.
What problems is the product solving and how is that benefiting you?
Some inbuilt reporting is good but SLA report also have some issue with default configuration.
Best ticketing solution out there
What do you like best about the product?
The way everything is organized and how easy it is to set it up.
What do you dislike about the product?
The user interface is a bit clumsy and messy.
What problems is the product solving and how is that benefiting you?
It is used as a liaison between customer support agents and other teams to escalate and resolve issues.
Awesome
What do you like best about the product?
What I like best about Jira Service Management is its seamless integration with the development workflow. It connects support tickets directly with engineering backlogs, which makes tracking, prioritizing, and resolving issues more transparent and efficient. The automation features and customizable workflows also help streamline repetitive tasks and improve response times, ultimately boosting team productivity and customer satisfaction.
What do you dislike about the product?
While Jira Service Management is powerful, its complexity can be overwhelming for new users. The user interface can feel cluttered, and configuring workflows, permissions, and automation rules often requires a steep learning curve. Additionally, performance can lag when handling a large volume of tickets or custom fields, which can impact efficiency in high-demand environments.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps streamline issue tracking, incident management, and service requests through a centralized, transparent workflow. It improves collaboration between support, development, and operations teams by linking tickets directly to Jira Software. This ensures faster resolution times, better accountability, and visibility into ticket statuses, ultimately improving service quality and user satisfaction.
Great for managing the development
What do you like best about the product?
Jira is a powerful tool for agile project tracking. Great for managing sprints, backlogs, and team workflows. Takes time to learn, but totally worth it for structured teams
What do you dislike about the product?
Nothing is to be find me to dislike jora
What problems is the product solving and how is that benefiting you?
Time management
Real-World Experience Using JIRA for Defect Management
What do you like best about the product?
The most useful aspect of JIRA Service Management, in my experience, is the ability to raise tickets with the development team in a structured and traceable way. It provides clear visibility into the status and progress of each issue across all levels—whether it's team members, project managers, or stakeholders. This transparency helps ensure accountability, avoids miscommunication, and keeps everyone aligned. Ultimately, it streamlines the entire process from bug identification to resolution, making collaboration with the development team much more efficient and effective.
What do you dislike about the product?
One downside of using JIRA is that too much customization can lead to confusion.
In one project, every team had its own workflows and fields, which made it hard to stay consistent. New members struggled to navigate the system, and even basic tasks became unnecessarily complicated. It slowed things down instead of helping.
In one project, every team had its own workflows and fields, which made it hard to stay consistent. New members struggled to navigate the system, and even basic tasks became unnecessarily complicated. It slowed things down instead of helping.
What problems is the product solving and how is that benefiting you?
One key problem JIRA Service Management solves for me is the lack of visibility into issue status.
Earlier, once a bug or request was raised, it was hard to track its progress—especially across teams. With JIRA, everything is transparent. I can easily see who’s working on the issue, what stage it's in, and if there are any blockers. This clarity helps reduce back-and-forth communication and ensures everyone—from support to development—is on the same page.
Earlier, once a bug or request was raised, it was hard to track its progress—especially across teams. With JIRA, everything is transparent. I can easily see who’s working on the issue, what stage it's in, and if there are any blockers. This clarity helps reduce back-and-forth communication and ensures everyone—from support to development—is on the same page.
Makes it easier to plan, manage and track complex projects
What do you like best about the product?
Jira Service Management helped our small team stay organized during a complex cloud migration project. We were setting up a secure landing zone on GCP and migrating from Oracle Cloud. With just three of us an architect, PM, and me kept our tasks and priorities clear, and the integrations made collaboration smooth.
What do you dislike about the product?
What i dislike about Jira is it can get a little too much sometimes like, if there are too many fields or the workflows are super complicated, it just slows things down. Also, the interface isn’t the easiest to pick up right away.
What problems is the product solving and how is that benefiting you?
Mostly use it for managing tickets incidents, requests, stuff like that. It helps keep track of who’s doing what so things don’t get lost or forgotten. Super useful when we’re juggling a bunch of tasks during cloud projects.
Efficient tool for seamless IT service management
What do you like best about the product?
Jira Service Management offers a streamlined way to handle incidents, requests, and changes. The integration with Confluence and other Atlassian tools enhances team collaboration and documentation. The customizable workflows and automation rules significantly reduce manual efforts and improve ticket resolution time.
What do you dislike about the product?
The user interface can feel overwhelming for new users, especially those unfamiliar with Atlassian products. Configuration can be complex and may require a steep learning curve. Sometimes, permission settings and automation rules can conflict or behave unpredictably.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps streamline IT service delivery by centralizing incident, change, and request management in one platform. It improves communication between IT and end users, speeds up resolution times, and ensures SLA compliance. It also allows better tracking and reporting of service issues and team performance
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