JIRA Service Management Reviews

We use this solution for ITSM solutions including for our help and service desk for user support ticketing and incidents. There are several use cases for this solution and its usage depends on the kind of the company.

The customer portal with connection with our knowledge base has been most valuable. The queues to classify requests and SLIs to measure the quality of the service response and resolution time have also been great. It offers flexibility to configure workflows.

The product could improve its asset management.

I have been using this solution for seven years. 

It is a stable solution. You can deploy it with high availability in a cluster.

This is a scalable solution. You can add clusters or servers if you need on-premise solution or for a cloud solution.

I would rate the technical support for this solution a four out of five. 

The installation is simple but you need to set up a PDF to initiate the configuration and adapt to the customer or user needs. It's very flexible, but you need to complete the configuration work.

The cloud version or AS version takes minutes or hours to deploy. For on-premise version, you need between five to 20 days. It depends on the initial needs of the customer. Compared with other solutions like ServiceNow or EasyVista, this is a solution that can be deployed in less time.

It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing. Asset management has an extra cost. The relation between price, functionality and usability is good.

I would rate this solution a nine out of ten. 

We use Jira to track support incidents, which take a different route than incidents that occur within the project. The workflow has been configured so that tickets raised in Service Management are prioritized based on severity and the SLAs. After that, it gets assigned to the owners. We use it mainly for production issues.

We have around 40 users. Some are business IT, but members of the operations and BAU teams also use it. A few of the higher-level management use it, too. 

Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy.

We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly. 

We're a new company, so we have been using Jira for three-and-a-half years.

Jira is highly stable.

We have a relatively small organization, so Jira scales up enough for our purposes.

I rate Atlassian support eight out of 10. If we get stuck, we can usually find solutions from the Jira user community. 

Positive

I wasn't involved in purchasing Jira, but I believe it is affordable for small organizations.

I rate Jira Service Management eight out of 10. It's easy for new users to learn. A lot of the staff members are new to Jira, but it's simple to pick up and learn how all the processes work.

Jira has many features, and I haven't had the opportunity to work with some of them. There are workarounds to accomplish most things you want to do with the product.

We use this solution for support for our projects.

I think one of the most valuable things is that it's all integrated. Between the Wiki and the product itself, whenever someone is typing in an error, it automatically pops up a solution.

Whenever we want to fix or improve something, Atlassian send us to the marketplace. We can vote for improvement, but it is really hard to get Atlassian to move forward with production because they have a huge marketplace. There are a lot of companies developing fixes or features, and you can pay for those features. I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market. 

An additional feature I would like to see is automation. JIRA offers the functionality of global automation in their highest plan, but it's at a higher price. Sometimes they release good new features, but they're always at a higher price so most of the features are only available for the highest plan. I would like to see new releases also being available to the lowest plan.

I have been working with this solution for four years. 

The solution is quite stable and we've had no problems with it. I would rate the stability as an eight out of ten. 

It is easy to scale, especially because we are working on SaaS, so it's not a problem for us. We have been putting a lot of new projects on JIRA Service Management and we've never had any issues. Approximately 200 employees use this solution at my company. 

I have opened tickets with the support team. Sometimes the answer is good, and sometimes you're commonplace behind a priority search, so it all depends on the technical representative that picks up the ticket. I would rate the technical support as a three out of five. 

Neutral

The initial setup was quite easy. 

On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four. 

I would rate this solution as an eight out of ten. It's a good product. 

Our primary use case for this solution is project management. We use it to record some of our tasks and follow up with our developers to ensure they complete assigned tasks. It is cool and user-friendly. It is easy to navigate and understands most of its functionalities. Additionally, we use it to review developers' tasks and tasks assigned to the QA team from JIRA Service Management to run checks. When we're done with the checks, we do our reports on it, and the project manager can view what has been done. It is a very cool tool, but I didn't work with it for long before I moved to Microsoft Azure Dev Tools.

I can't specify which of the functions are my favourite, because I think everything about it is great. The only challenge is that it is difficult to navigate if you don't have any prior knowledge of the software. However, if you have knowledge, you can navigate around it and know what each tool within the software is used for. I preferred JIRA Service Management before we adopted Azure because I had already started getting familiar with it.

I think it's well organized. If the project manager knows how to set it up, it can be set it up in a way to suit what we want. The only issues we observed are network related, for example, when we try to log into the system or open up the software. Other than that, I don't think there is any other thing I can say that is wrong with the software. The developers did a very good job of knowing what the users wanted. The product is not lacking anything that a QA will want to use because it's not a major testing tool for QA. However, if they can develop their own JIRA development tool, that will be cool, similar to how we have Chrome development tool and Azure. I think it will be good if that can be incorporated into JIRA Service Management.

We have been using this solution for about five months. First, we used the latest cloud-based version where we navigate to the website and key in our community, company name, projects and group. We can then go directly to our workspace, where we see everything we do.

Most software work with the internet. Some of them, especially those that are cloud-based, are also linked with work servers, but there is no guarantee that they are 100% stable. If the network is not stable, then it affects the software. For example, if you open the web browser and type the URL and get a server error, it's usually a network issue. If the network is stable, the platform will work fine, but if it's not stable, you're going to expect some hiccups in the work site.

The scalability depends on the organizations using JIRA Service Management. If it's fitting for what they are using it for, then it's okay. If it's not, they have every right to change it and use something else. We decided to move away from JIRA Service Management to Azure because we felt it wasn't properly organized. I found working with JIRA Service Management interesting because I could look at the extractor and see which task is in development, or emerging, the status of every task and to who it was assigned.

Our company has currently switched from using JIRA Service Management to Azure.

I don't have any details of the initial setup process. 

I don't know anything about the licensing costs. I wasn't with the company when it was installed, and I only used it as a tool for my work. Hence, I cannot comment on pricing.

I rate this solution a ten out of ten, as it does not lack anything. My advice to users is that JIRA Service Management is a good project management tool to handle projects respectively and efficiently. The product is second to none if they know how to use it. Additionally, JIRA Service Management has a learning section where you can go and learn how to use the software. New users to the platform can also capitalize on a cursor feature that describes how to use a particular tool once you hover over it. For those who developed the software, I want to give them a thumbs up as they did a very good job. If there is anything they feel they can add to make it more user-friendly, they should ensure that the users can have access to whatever they want to upgrade on the software and let it be that the users can use that tool effectively. However, the tool could be improved by including more explanations to assist users who are new to the platform. I would describe JIRA Service Management as being 75% user-friendly, but it would be great if it could be 90% user-friendly.

We use this solution to track the work of different team members and to ensure that project tasks get completed. They get assigned tickets relating to those project tasks and and a deadline by which they have to complete the tasks. As they make progress, they update each task in the Jira ticket and this keeps everyone in the loop about their progress.

We have an Agile environment and using Jira makes it easy to adhere to Agile best practices. 

It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence.

I have been using this solution for two and a half years.

This is a stable solution. 

This solution is very scalable. We have tons of people across different companies using it. 

I would rate this solution a nine out of ten. 

We use it to track software development projects.

We get software developed faster.

I like that it's easy to set up Sprint and put tasks and stories into Sprint. It is really easy to lay out the work that needs to be done.

I think that either a Gantt chart or a calendar view is something my management is used to seeing, and while they like the Sprint burndown charts, they would still like to see what is on the plan, and what is up and coming. I would like to see improvement in the ability to filter completed tasks.

I have been using JIRA Service Management for three years.

The stability is ok for our needs. There are times when there have been some flaky things, that I don't think we expected, but it's not crashing all the time.

It seems to scale just fine.

I haven't figured out how to find Jira's technical support. There are times when I would have been happy to have had Jira technical support and I could not figure out how to get ahold of them.

There were some pieces that were more difficult than I expected. This is another place to think of some improvement. Not regarding the installation instructions, but more guidance on the different ways to set up your project and different ways this tool can be used. Again, if I'm paying for the licensing of the tools, going out, and sending lots of people to large training courses, this becomes more expensive. I'm looking for the developers to give more guidance on directions on relating to the tool and the ways that the tool is useful. 

I would rate JIRA Service Management an eight out of ten.

One use case is to communicate with customers. We have a lot of customers who are facing issues with products and they can raise the request from the customer portals. Internally, we'll also use it for the IT team and the Jira team. If any configuration changes or any new projects need to be created, or any configurations to be implemented, et cetera, we have a service management project and they will raise their tickets.

The SLAs are great. With SLAs, we can try them out. If you are providing solutions or responding to customers, it's great. 

The flow of the reports is good. I don't see any features or anything that is lacking. Everything is good on the JIRA Service Management, in terms of what they have provided.

It's easy to set up.

We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better. 

When we do a clone of a particular issue, it needs to ask certain things like system fields at least, to copy them or not. One thing which I did not like, is whenever we are moving a request from one project to another project, if, during that time, for example, a resolution has been fixed and now I am moving that issue to a particular work in progress status, during that time the resolution needs to be clear. JIRA applications are not providing the information. It is not clearing it in the backend.

If we are moving from one issue to another, we are waiting for support to resolve them. During that time window, a resolution is mandatory and it is not prompting us to resolve anything. Due to this, sometimes the reports might not get properly recorded.

I've been using the solution for the last four years. 

Recently, in the Jira cloud, we have had an issue. Users are not able to log in and some of the customer data has also been lost. Overall, it's stable, about 99% stable.

Currently, the number of users on Jira Service Management is around 300 plus users - maybe as many as 400. In terms of Jira software, we have 1400 using it.

It's a scalable product.

We do have plans to increase the licensing in the future.

Technical support has been helpful. We are satisfied with the level of service. 

The implementation is straightforward.

I wrote the automation. I used automation for the Jira app, and in the backend, in the workflows. I used a validator with the script. Based on that, I pulled some conditions. It was easy.

I'm not aware of the exact pricing. It's my understanding that, compared to Service Management, the price is a little higher, however, the Jira software price is okay. It's a good price.

I'm just an end-user.

We are on the cloud, and therefore using the latest version. They release new versions and fixes automatically and we can take advantage of them right away. 

Others need to be aware of how we need to use service management first. They need to know the queues and the SLAs. They need to understand the configurations also. 

I'd rate the solution nine out of ten.

In our bank, we use a partner company who develops software for us. They use Jira for the developer portion to track issues, or bugs, that need to be fixed on the software development life cycle. 

We have two teams, one is the development department which includes developers and business analysts who use Jira to track and develop issues within their own team and a third-party consultant. The other is the audit team who is using Jira to track their audit findings and follow-up.

Jira's issue tracking for different projects for the development side is quite useful.

With respect to our help desk, we have been considering switching from ManageEngine to Jira so that we can have a single consolidated system for all the development life cycles. Jira has different modules that can develop workflow for demand management and project management, but the solution is no out of the box and would require lots of customization. The cost of switching has prohibited us from moving ahead with Jira as a service desk solution.

I have been using Jira Service Management for almost 5 years.

Jira is quite stable.

We haven't used Jira on a large scale. Our work groups are a maximum of 20 people.

We currently are using ManageEngine for the service desk solution. This solution has been good but they do not have a consolidated system for the development life cycle. We would like to switch to Jira for this service solution as well but cost prohibits us from moving forward.

The initial setup is not complex. The deployment itself does not take much time, however the custom workflow does take longer. 

We completed the installation with the help of external consultants who are familiar with Jira.

Jira is becoming quite popular and is well supported. We find that when working with other companies on other projects, they are using Jira to track issues so it is beneficial for us to use the same solution.

Jira has lots of modules and integrations, however too many makes licensing difficult to understand upfront and becomes quite expensive to have a full solution.

I would rate Jira Service Management a 9 out of 10.