Jira Service Management
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Full Featured, but a bit daunting from an Admin perspective.
What do you like best about the product?
Lots of features and many different pricing levels. Very customizable to your needs.
What do you dislike about the product?
Overwhelming on the admin side with many settings and things to tweet.
What problems is the product solving and how is that benefiting you?
Allowed us to streamline ticketing processes, and reduce our SLA times.
Recommendations to others considering the product:
Take time to evaluate whether you need the on-prem version and if you have the resources to do so.
Excellent product to manage Agile project
What do you like best about the product?
Excellent product to manage Agile project
What do you dislike about the product?
Customizing is not great, it really requires efforts to customize workflows etc.
What problems is the product solving and how is that benefiting you?
-
Use as dev work flow
What do you like best about the product?
make easier to mange project, know what other ppl doing currently
know current status of current story
know current status of current story
What do you dislike about the product?
no reason
Sometime it is buggy but mostly jS issue in my opinion, drag and drop is not really correctly working
Sometime it is buggy but mostly jS issue in my opinion, drag and drop is not really correctly working
What problems is the product solving and how is that benefiting you?
track issue, search previous similar issue
Enterprise Service Management and more
What do you like best about the product?
Confluence integration for self help as access to Knowledge articles. Seamless and very user friendly.
What do you dislike about the product?
The pricing (depending on how you use agents) can be high, but still very favorable in comparison to other competing products that cost 150 percent more.
What problems is the product solving and how is that benefiting you?
Using to run a specialised service desk in Dev Ops. SLA engine is helping us keep up our service agreements to our support customers.
Recommendations to others considering the product:
Definitely recommend Confluence for self help to aid deflection and also refined Wiki UI for Jira Service Desk.
Jira Service Desk
What do you like best about the product?
Lots of options and customizable if you install the right plugins.
What do you dislike about the product?
Too robust. While there are many options to customize, that becomes as much a problem as it is a benefit.
What problems is the product solving and how is that benefiting you?
Replacing current ticket system to allow more categorization of issues.
It is easy to track progress of projects
What do you like best about the product?
Get everybody's projects progress. It is easy to track that who is getting the work done faster.
What do you dislike about the product?
nothing as such. I am still truing to explore it more
What problems is the product solving and how is that benefiting you?
I am assigning the projects to myself and being assigned my others. so, I can track that where I am
JIRA Service Desk Review
What do you like best about the product?
The product is pretty ease to use without having to read documentation.
What do you dislike about the product?
Some screens are a little bulky to use and hard to find some things like details of a service case.
What problems is the product solving and how is that benefiting you?
We use it for our Production Change Control.
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
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