Jira Service Management
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This is not a ITIL supported tool, and far from ITSM tool,
What do you like best about the product?
Simple layout and the fact that the price is ok.
What do you dislike about the product?
Hi,
As a ITSM consultant I'm involved in a analysis of Jira Service Desk as a ITSM tool for a small IT department in Sweden.
When looking at the default setup of Jira SD I'm confused and surprised that this is a pinkverify certified ITSM tool!!
You can tailor the tool in many ways and in that you can build all kinds of flows, including the 4 processes they say that the tool supports. But if that is all that takes to be ITSM-tool all tools in the world can be programmed and adjusted to support ITIL. My idea of An ITSM Tool is that it should support ITIL out of the box, not after 200 consult hours.
Also, how can you say that this is a ITIL inlined ITSM tool when they only support 4 simple process, you can't manage your Service (hence IT Service Management) with 4 operational processes.
Just a FEW rudimentary things that this tool lack in, and that show that this is not a ITIL prepared tool, and even less a ITSM tool.
1. They do not refer to services or handle services anywhere in the setup
2. They do not support a service catalog (how can you call it an ITSM-tool if you don't even support the SC process?
3. In the default PM and CM processes they lack several of the important and basic process steps and attribute.
4. Regarding PM. They don't even have root cause analysis or a reference to create or use a workaround!
5. Regarding CM. They do not even have the simplest process steps by default, not even a reference to a CAB, they do not include a risk assessment or remediation plan, even less the 7Rs.
6. The tool doesn't have a CMDB, how can you even call this tool a Service Desk tool when you do not have a basic inventory of your IT assets??
7. The have another application called insight that have a similar function as a cmdb, but that is a totally other application with it's own licensing model and cost.
8. Regarding knowledge management they use Jiras "intranet application" as the solution, meaning, also a different application, price and licensing.
9. The tool also lack in using many established ITIL terms.
As a ITSM consultant I'm involved in a analysis of Jira Service Desk as a ITSM tool for a small IT department in Sweden.
When looking at the default setup of Jira SD I'm confused and surprised that this is a pinkverify certified ITSM tool!!
You can tailor the tool in many ways and in that you can build all kinds of flows, including the 4 processes they say that the tool supports. But if that is all that takes to be ITSM-tool all tools in the world can be programmed and adjusted to support ITIL. My idea of An ITSM Tool is that it should support ITIL out of the box, not after 200 consult hours.
Also, how can you say that this is a ITIL inlined ITSM tool when they only support 4 simple process, you can't manage your Service (hence IT Service Management) with 4 operational processes.
Just a FEW rudimentary things that this tool lack in, and that show that this is not a ITIL prepared tool, and even less a ITSM tool.
1. They do not refer to services or handle services anywhere in the setup
2. They do not support a service catalog (how can you call it an ITSM-tool if you don't even support the SC process?
3. In the default PM and CM processes they lack several of the important and basic process steps and attribute.
4. Regarding PM. They don't even have root cause analysis or a reference to create or use a workaround!
5. Regarding CM. They do not even have the simplest process steps by default, not even a reference to a CAB, they do not include a risk assessment or remediation plan, even less the 7Rs.
6. The tool doesn't have a CMDB, how can you even call this tool a Service Desk tool when you do not have a basic inventory of your IT assets??
7. The have another application called insight that have a similar function as a cmdb, but that is a totally other application with it's own licensing model and cost.
8. Regarding knowledge management they use Jiras "intranet application" as the solution, meaning, also a different application, price and licensing.
9. The tool also lack in using many established ITIL terms.
What problems is the product solving and how is that benefiting you?
Trying to find a tool that can help utilizing ITIL and make the everyday easier for IT departments.
Recommendations to others considering the product:
If you are looking for a ITIL based ITSM tool this not it!
If you are looking for a ticketing system, this it!
If you are looking for a ticketing system, this it!
Jira review
What do you like best about the product?
ease of use - very easy to navigate the first time i logged in
What do you dislike about the product?
Tons of email notifications - every time a ticket is updated I receive a notification
What problems is the product solving and how is that benefiting you?
fixing / resolving bugs
Great Service Desk
What do you like best about the product?
Simplicity of the tool, almost the same as main Jira product
What do you dislike about the product?
You most likely will hate Service Desk If you do not like Jira that much
What problems is the product solving and how is that benefiting you?
Service Desk solves support entry point for one of the main infrastructural platform in the company
Recommendations to others considering the product:
Great addition to your Jira in-place
Simple to set up and use, ITIL compliant thanks to Asset Management add-ons
What do you like best about the product?
Both setting up, using and modifying a lot of the major Service Desk solutions out there tends to be complex, time consuming and expensive. This is not at all the case with JIRA Service Desk. It comes with easy to manage and powerful SLA setup options out of the box, workflows that enable setting up ITIL compliant processes in less than a day in a production environment and allows linking to JIRA Software, where related development teams can seamlessly integrate and take care of problem management.
The ease of use for both IT team and customers is outstanding. And by integrating with an Asset Management add-on like Insight, it is a complete solution.
Combined with Confluence, the tool also supports a great knowledge base solution.
The ease of use for both IT team and customers is outstanding. And by integrating with an Asset Management add-on like Insight, it is a complete solution.
Combined with Confluence, the tool also supports a great knowledge base solution.
What do you dislike about the product?
JIRA Service Desk is still a young product, launched earlier on as an add-on to JIRA. Certain functions that one would expect to be part of the solution must still be realized with 3rd party add-ons. However, this is rapidly changing and apart from translations, the main gaps are more or less closed as we speak.
What problems is the product solving and how is that benefiting you?
Provide simple and customer friendly IT support, but also customer service.
Recommendations to others considering the product:
Just set up a free trial and experience how easy it is to have it up and running in less than a day.
Great Platform
What do you like best about the product?
Easiest way to track tasks, bugs, development effort and lifecycle of issues and enhancements. Highly recommended
What do you dislike about the product?
UI can be a bit boring at times, but still great to use.
What problems is the product solving and how is that benefiting you?
Bugs, enhancements and documentation. It is very easy to track everything that has happened before. I use it as a first measure with triaging bugs
Recommendations to others considering the product:
Great service, easy to administer but needs a certified administrator. Keep the fields clear and concise to not overburden the user with too much to fill in. Summary fields, Reproduction, Customer Impact, Expected are great fields to utilize. Version number and attachments are useful as well.
technical support
What do you like best about the product?
communication channel with engineering and marketing
What do you dislike about the product?
overlooked the comments and description of issues
What problems is the product solving and how is that benefiting you?
technical issues
JIRa Service Desk
What do you like best about the product?
Able to track comments and the parent and child relationships for various parts of the project.
What do you dislike about the product?
When part of a project, I feel I receive too many email notifications. I like to be updated but sometimes too many.
What problems is the product solving and how is that benefiting you?
It project magament - not the right people on the project
Easily Track and Resolve Issues with JIRA
What do you like best about the product?
I love the customizable dashboards, which can be layered for maximum efficiency. I can track tickets entered by my team, those I oversee, or simply review the open issues that I'm working on at any given time.
What do you dislike about the product?
This is nitpicky, but I wish I could stylize my dashboard more. While the dashboards are straightforward, I would like to make them more visually appealing. The search feature can also be a little too specific; I'd like to be able to type in the ticket number without the type abbreviation (ie 1840 instead of IMP-1840) and still get matching results.
What problems is the product solving and how is that benefiting you?
Most of my tickets are so that our developers can investigate a clients' integration between our system and their partnered ATS.
Is an amazing product to make great support and maintain order in your company.
What do you like best about the product?
You can create portals that will be use by your customers, is easy to configure and it will automatic create a webpage where your customers can create tickets to handle problems or suggestion they may have. Our customers are also familiarized with the portal and they can review their issues and suggestions at any time.
What do you dislike about the product?
When you want to configure custom fields for your portal, is kind of complicated where to put your field and how to use it, but just the first time.
What problems is the product solving and how is that benefiting you?
Many of our customers where having issues in the product and they were sending to mush emails, whit this tool, all the issues are being created in the portal and the tracking is easier. Also, they can log in in your system with an user and password and review their tickets, status, development, solutions etc.
Recommendations to others considering the product:
It is a very useful software. You can make an order in your company in order to quickly respond to your customers. And your employees will be working well,
Useful, but fundamentally broken
What do you like best about the product?
Serviceable ticket ingestion for the rest of your organization. Inexpensive to get everyone into JIRA.
What do you dislike about the product?
... incredibly crippled. Tools like Zendesk are easier and more useable with JIRA than Service Desk is with JIRA.
Other issues:
* Limited agents—very costly above 3
* No team-wide visibility into tickets, so multiple ones get filed
* Rules never seemed to work to link issues between the DESK project and others.
Other issues:
* Limited agents—very costly above 3
* No team-wide visibility into tickets, so multiple ones get filed
* Rules never seemed to work to link issues between the DESK project and others.
What problems is the product solving and how is that benefiting you?
JIRA is the operating system for our internal teams, so it's a tool that provides a flexible workflow and process for our ever-changing organization. Service Desk was a great tool for getting non-technical team members started with our operating system, but we should've gone straight to full-on JIRA due to Service Desk's limitations.
Recommendations to others considering the product:
Try something else first.
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