JIRA Service Management Reviews

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. 

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.

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.

We have been using JSM for more than two years. We have gained extensive experience with the tool during this time.

It is a stable solution. I would rate the stability a nine out of ten. 

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.

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.

Positive

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.

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.

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.

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.

As a user, I configure it with my customers. I use it for simplicity and ease of use.

Simplicity is a key aspect. It is not hard to use.

The interface could be made easier to use. While it is not the worst, there is still room for improvement.

I have used the solution for three or four years, perhaps.

I have had no problems with stability. It is 100% stable.

I was not using an administrator role, so I had no such experience with scalability issues.

I have never contacted technical support from Atlassian.

Neutral

I have had no such experience with initial setup.

It was not my responsibility as I was only a client. I did not handle the installation or purchasing.

I would rate it eight points out of ten. 

From my perspective, it was just good enough. It could be useful when it suggests what you can do for us. I am using it as an end customer, just through an interface. From my point of view, there is no specific need for automation, however, I am not an administrator. There were enough features for my needs.

We are not using the systems we have at Jira, however, we are using the Jira environment of a client known as Electrify America. We are serving Electrify America and using their environment for managing tickets.

Apart from ticket management and workflow, the Kanban board is one of the helpful tools in Jira.

There should be some AI integrations now as AI is in the picture. One should have some risk analysis done and auto code analysis done on the ticket.

I have been working with Jira Service Management for almost three years now.

There are not really any issues. It is pretty much easier to use.

Scalability is good. I can rate it as eight out of ten.

My leads have reached out to customer support.

Positive

I have used ServiceNow. It depends on the clients. Some clients use ServiceNow, so we have to use it.

I have never dealt with the initial setup as it is done by the client side.

My lead handles the deployment.

I have had experience with ServiceNow.

Users should use the end-to-end tools related to project management. It is very useful in project management.

I'd rate the solution nine out of ten.

We use Jira Service Management to open support tickets, follow up on those tickets, and monitor the work log. We also perform some report filtering to follow up on outstanding issues. We utilize Jira Service Management's features to track the status and use customized workflows for incident management.

Jira Service Management allows us to customize dashboards to retrieve real-time data. By defining filters based on different customer types and service types, we can monitor and manage incidents effectively. This high level of customization aids in decision-making and increases visibility in tracking issues.

We have found the issue type feature particularly valuable, as it provides an out-of-the-box solution that aligns with our needs. We also appreciate the ability to customize the status workflow, surface type, and associated features, offering us high flexibility and visibility.

There is room for improvement in the user interface and the queues. Currently, the queues, which list all issues, do not allow resizing of columns and appear primitive compared to filters. Enhancing the queue interface would align it more closely with the sophisticated filter reports.

We have been using Jira Service Management for one year.

Jira Service Management's stability is very high. We have not experienced any downtime, which ensures uninterrupted operations. The performance is excellent, contributing significantly to our IT operations.

The solution is highly scalable, allowing customization and usage across different platforms, such as desktop and mobile. We haven't yet explored all features, such as allowing users to submit their tickets, so there is plenty of room for scalability in the future.

The customer service and support provided by Jira Service Management are excellent. During my setup, I encountered difficulties, and the support team responded very fast and was very helpful in resolving my inquiries.

Positive

Previously, we did not use any different solution for these use cases.

The initial setup of Jira Service Management is rated a five. There is a learning curve that needs significant time investment to understand and configure the system. However, once the platform is understood, usage and configuration become much more straightforward.

I handled the deployment process myself. Our team of six users, including myself, required involvement during the setup phase.

Jira Service Management offers high ROI due to its subscription basis and cost-effectiveness. It does not require installing a server, as it is cloud-based, further enhancing its value.

The pricing for Jira Service Management is reasonable and not expensive. It feels fair because there are opportunities for discounts through resellers.

We did not evaluate other solutions because the decision to use Jira Service Management was made by my boss.

The most time-consuming part of the setup process is learning how to customize workflows. It is crucial to thoroughly read and understand all documentation and materials provided, which significantly aids in setting up and customizing the platform.

We upload the tasks for the team, working with them, and they know the status of the tasks.

It helps with time management and team management of the new tasks.

The status of the tasks and the ability to assign any task to any person are valuable features.

It should be easier to log in. When I first tried to log into Jira, I faced issues accessing my company account.

I've been working with Jira Service Management for the same duration as Wazoo, which is about three months.

I would rate the stability a nine out of ten.

All of the teams in the company love Jira. 

I didn’t need to call customer support.

Positive

I didn't work with other log management tools before, but I know some information about platforms like Splunk, IBM QRadar, and others.

For Jira, the setup is good. It is an eight out of ten.

I was not involved in the implementation.

I did research about platforms like LogRhythm, Splunk, and IBM QRadar.

I recommend Jira Service Management. It helps with time management and team management of the new tasks.

I would rate it a nine out of ten.

We use the product for our procurement processes and our service desk. We use it for our different teams working on the development side for smaller projects, as well as capital planning.

We have the solution deployed on-prem and on the cloud. We have only one team on the cloud and about 35 teams working on-prem.

In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations.

Jira Service Management should be more user-friendly, like other tools. We configure different projects on these tools, so it's okay for us, but Jira could be a little more simplified for clients. Similarly, there should be licenses for frequent and infrequent users.

I have used Jira Service Management for four to six years.

The solution is quite stable. With 30 teams on the solution, there must be more than 30 projects with multiple requests coming in, but two people are enough to handle Jira. I rate the solution's stability an eight or a nine out of ten.

We have about 1,800 employees in our organization, with more than 30 teams working on Jira. The users are all from procurement teams, finance teams, the capital planning team, the service desk, the development team, the networking team, the data center team, and the operations team as well. We are delivering tickets to our operations team. Everyone is using Jira right now. I rate the scalability of the solution a seven to eight out of ten.

The initial setup is very easy. Initial deployment wouldn't take more than a week because it's not a big deal. The configuration and other tasks will definitely take some time due to discussions with teams and project configuration. One person is enough for deployment. We have two people providing support for Jira.

I rate the pricing a ten out of ten because it is very highly priced. We have paid $20,000 recently for a one-year license for our on-prem server.

We have also procured ServiceNow. Other tools like ServiceNow and monday.com provide simplified user interfaces.

We have started moving into cloud deployment because Jira has discontinued the support for the on-prem servers. Moreover, we are moving to the cloud to reduce the cost. There are many users who are licensed for our on-prem server, but they are not using it. We have 1,800 employees, but out of 1,800, there are 1,000 employees using Jira on a daily basis. We are paying the cost per user. There should be licenses for frequent and infrequent users. For example, my manager logged in once in one quarter or after two months or one month, and we are paying $20 per user.

If they want to save money and have the ability to make workflows by themselves, they can use it for startup companies. Startup companies should instantly go to Jira because it can help them in all departments. They won't need to buy different software for different departments, so it's better to go for Jira and make workflows for each department, which will all be using the same software. That way, they can interconnect within the departments.

I rate Jira Service Management a seven out of ten.

We needed a centralized, user-friendly, and admin-friendly system for our help desk. We had multiple systems and teams that needed to be deployed for this system. For example, we had a development system, a first-line help desk team that was available 24/7, and an escalation process. The first line, second line, and third line might be a local partner or so. We even automated the process for the external partner of our company. So when our first line escalated to the second line of support and the second line couldn't resolve the issue according to the process, it went to the partner. And the partner saw all the history on the tickets. It was a really nice solution.

It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket. But with the notifications and reminders that Jira Service Management provides, we have reduced the time spent on tickets from a couple of weeks to just two to three days.

It has definitely saved us time for really usual stuff, for example, a laptop that doesn't work properly and you require the first-line service desk to address the problem. Previously, it could take up to a week to get it resolved because we didn't have a centralized, automated system for control, monitoring, and reminders, particularly for the first-line managers. Also, there was no escalation process in place. We were using a basic, free, open system without any escalation features, and we received notifications through email, but those were only generated upon ticket creation.

There is room for improvement in support. We had one or two cases of not really nice responses from the partner.

So, there is room for improvement in terms of response time.

In the end of 2021, I implemented a Jira help desk solution in an aviation company.

I worked with a user and a project manager who implemented this solution for about a year. We had a project, then about a year of usage only as a user.

I used it last seven months ago because then I switched jobs. And before that, if we are talking about Jira Service Management, it was implemented at the end of 2021. So it was, like, four months of projects. 

It was really easy to set up, and it was really clear for the help desk managers and for the end-users to set the workflow and the business process of the tickets for the help desk. Like, from the box, we used the box solution. It was perfect. I used it six months ago.

It is a stable solution. It is an online solution so it is easy to maintain. 

In terms of scalability, Jira covered all our demands. I would rate the scalability a nine out of ten. 

We didn't use all the possible settings for the solution, but it still scaled well to our 1200 users. We didn't have any stability problems with Jira, so it gets a ten out of ten from me.

We had some problems with our partner's tech support.

Neutral

I would rate my experience with the initial setup an eight out of ten, where one being difficult and ten being easy to set up. It took a bit longer than we planned because of the partner.

I had a project manager, a business analyst, and four other people on my team for deploying and maintaining the solution. We also had the head of support and the first-line support manager who tested everything for us.

Overall, the project took about four months, but that included deploying all the processes, levels of escalation, and other things. So it was super easy.

It wasn't the cheapest solution out there. It could have been a bit cheaper, but the user experience and overall capabilities of Jira make it worth the price.

We have another team working on those tools, for example, Trellix and Symantec Data Loss Prevention. We have a range of information solutions used in an ongoing project, and it's only in the planning and feasibility stage for DLP. So, I have worked with a bunch of them.

I would definitely recommend Jira. It's a great solution, but like any other IT tool, it's important to have well-defined processes in place before you implement it. If your processes are not well-defined, Jira won't be able to help you as much.

Overall, I would rate the solution a ten out of ten. It was a great experience for both our first-line help desk managers and our end users. The interface is super easy to use, and the analytics features are really helpful. We were also able to deploy Symantec Data Protection 2 in Jira, which was a great addition.

We are using Jira Service Management along with a series of other tools. We use it primarily for developing our knowledge management and for scaling our service-level agreements management. 

There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management.

The other part that I haven't used as much, but I do value, is the reporting and analytics part of it.

When looking at the overall suite of tools, I know there's a problem with the administration side of things since I have never come across a person who I would say is an expert in the administration side of things.

Some Jira products, or particularly this one, have a duplication of entries problem. That needs to be sanitized on a regular basis and that can itself prove cumbersome if the administrator is not a subject matter expert. 

The training manuals, patches, and release notes could be improved to be a bit more accessible. In the next release, this product should improve on the educational side to include webinars and training sessions. 

Also, I would like something that can measure better performance output.

We're looking to use it more, particularly in the context of incident management and problem resolution. However, we're finding that, like everything else, there are always challenges with every tool. We've had to look at getting more training done because it's quite a steep curve for people who haven't used the solution. It's only a handful of us that have actually really been exposed to the Jira suite of tools, and we're gradually taking our time with it.

The vendor, who is no longer in business, negated to tell us that the total cost of ownership was going to be quite steep. So normally you have tools where the total cost of ownership over a period of time, means it pays for itself either in terms of how you use it or in terms of how you implement it if you're servicing other third-party clients. However, because of the pandemic, our total cost of ownership has become a bit longer and it's taking more time to get to speed with how to get to use the tool, and how to get it customized in a particular manner. And then, over a period of time, we still have to "decide whether it is the most suitable in terms of a service management tools."

I have been using Jira Service Management Service for a couple of years. It falls under the Atlassian suite, so I have used the actual project management tool for over 10 years. Over a period of time, we've graduated within the entity to use other aspects of Jira Service Management, particularly within the context of its ITSM capabilities, which is IT Service Management, just for being explicit. But it provides us with a lot of aspects relating to incident management. From a chain management perspective, it's allowed us to get an insight into how to better plan and improve our decision-making process.

When it comes to the stability of this solution, I would rate it a six, on a scale from one to 10, with one being the worst and 10 being the best. 

I would rate the scalability of this solution a five, on a scale from one to 10, with one being the worst and 10 being the best. I think in terms of what it offers from a scalable point of view, it's not too cumbersome. There are times when it looks as if it's quite complex.

I would rate their technical support a six, on a scale from one to 10, with one being the worst and 10 being the best.

Neutral

I would rate the initial setup process a four, on a scale from one to 10, with one being the worst and 10 being the best. The reason for this mark is that it's a challenging process and it's very time-consuming and it requires dedicated resources for the setup.

We implemented this solution in-house.

The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time. We are having to review what we are paying for the solution now, which means that we are probably putting out too much money for it.

At this point in time, we've accepted the hit and it's going to be a huge investment in terms of time and resources. We can't do anything about that now. We're going to have to make the best due of what we have for now. 

I believe, right now, we are averaging between 250 and 500 users a month, whereas we started off with something around $50 a month.

I would rate this solution's pricing model a seven, on a scale from one to 10, with one being the worst and 10 being the best. This rating was done through a comparison of other tools like ServiceNow. ServiceNow was more expensive which is why we moved away from that solution.

Overall, I would rate the JIRA Service Management solution a six, on a scale from one to 10, where one is the worst and 10 is the best.