JIRA Service Management Reviews

We are a services-based organization providing software services to our customers.

This product is great at providing end-to-end project management for creating dashboards, for test case management, bug defect management, and the like. The management aspect is a key valuable feature. 

I think test case management could be more efficient. It currently requires two plugins which makes it less effective. At the moment with Jira, there are various products not included in the license such as CI CD pipeline or Atlassian Bamboo. Even if you take a bundle, these products are considered separate. On the other hand, if you buy an enterprise version of Microsoft Azure DevOps, a competitor of Jira, it's a one-stop solution on a single platform. 

I've been using this solution for over 10 years.

The solution is stable. 

The scalability is good. 

We don't use the technical support very much. Jira provides good documentation. 

Jira's advantage is in the straightforward set up. It's very easy in comparison to other tools. Deployment generally takes two to three weeks before we can go live. We use a third party for our deployments. The infrastructure environments vary from client to client. The deployment requires testers, developers, a technical architect, as well as project and service managers. 

The cost of the product is not very expensive but if you need to buy other plugins such as Confluence, it costs extra. I would recommend choosing a bundle option, if Atlassian gives you that option with Jira Confluence.

We also deploy Microsoft Azure DevOps. The client generally decides which solution they want to go with. The added advantage with Microsoft is that it's a one-stop solution whereas Jira's benefit is that it offers a less expensive product. 

I rate this solution eight out of 10. 

Here in Korea, there's high demand for eCommerce solutions or platforms. You'll see fifty percent of products on eCommerce platforms or follow an eCommerce model. Some companies even own eCommerce platforms. For example, a clothing company wants to sell products online and uses online services. Usually, companies want to build platforms, so my company goes ahead and helps build the platforms, and Jira Service Management helps in the process.

Another use case relates to training solutions, especially with the COVID-19 pandemic. A company wants a training platform for its employees. For example, a rental company with thirty thousand service staff or installers must train employees frequently or regularly, so my company does the application development for online training solutions.

My company also uses Jira Service Management in platform-enhancing projects. For example, a company wants to enhance CRM or ERP, manage or improve hiring, do cost management, etc.

Jira Service Management is a generic solution that helps in project management and application development projects.

Jira Service Management has three features I found valuable. First, it has a workflow feature that you can configure for your specific requirements. For example, you can configure your workflows for service management, especially if you want to utilize it for a service desk. This is beneficial if your company provides services to customers where customers or users have questions, complaints, or troubleshooting requests. Through Jira Service Management, you can receive service requests and handle the requests within your organization or company as long as you configure and apply service management processes through the solution. This would still depend on your company's process. It's different from one company to another.

Another feature of Jira Service Management I like is that it lets you efficiently manage service requests with team members or employees. Team members can access and handle designated service requests, add answers, check the history, etc.

Jira Service Management also has a dashboard that helps you handle service requests well. Dashboards provide monitoring information, such as the number of service requests, which customers need information on, who's handling the service request, what's the status, and the priority levels of the requests. You can get service request statistics on the dashboard.

I also like that Jira Service Management has several feature sets you can configure. You can add columns and configure screens containing the information you want, such as customer name, environment, etc. The solution is flexible, which I also find valuable.

What's missing in Jira Service Management is the user screen. You'll find it very weird if you've never used the solution before. You won't instantly understand how to use it. It's not too difficult to grasp, but first-time users would think that Jira Service Management is a weird solution. The user-friendliness of its interface needs improvement.

There's a pro and a con to adding user screens because some people might lose product visibility if a user screen is added, but I want Jira to develop a way to add user screens to Jira Service Management.

I started using Jira Service Management in 2014. I've been using it for eight years now.

Stability-wise, Jira Service Management is a nine out of ten because it's been stable for eight years.

Jira Service Management is very scalable, so I'd rate its scalability as nine out of ten.

My rating for Jira Service Management technical support is eight out of ten.

Positive

I find the initial setup for Jira Service Management very convenient. Ten minutes is enough for me to set it up. In terms of users becoming familiar with the solution, it would take one week. The total time to deploy Jira Service Management is one to two weeks; setup-wise, it's eight out of ten.

How you set up and deploy Jira Service Management depends on your needs. Sometimes you need to set the solution up with a CI/CD pipeline to streamline it. You must gather your requirements and look into your project scope, particularly application feature sets and development list. Once you have the requirements, you can drill down into the development list, break down the sub-functional list, and then identify the software design.

From the software design perspective, you need to break it down into functionalities, and once you have your functionality list, you can assign that to developers and designers. The designers and developers can work via scrum or sprint. My company practices both. People will then develop the software based on the application functionality list and perform some tests.

The QA department will then do an API test and test the user interface and feature sets. Staging, verifying, and validating requirements will also occur before the software is deployed into a production environment.

As Jira Service Management lets you enjoy efficiency and more visibility compared to other solutions, you can consequently save money, so there's ROI from the solution. Still, at first, there were some deductions.

ROI-wise, it's a seven out of ten.

Jira Service Management has affordable license fees. It's $12 a month per person. If you need support, you need to email Atlassian. Atlassian doesn't provide premium-level support that requires additional payment. My company doesn't need it anyway.

I'm a heavy Jira and Confluence user and have a lot of information on system integration projects. My company used ALM solutions ten years back, but not now. I'm looking for other solutions that provide quick delivery for digital transformation projects, as that's what companies search for nowadays.

Confluence, like Jira Service Management, is from Atlassian. Atlassian provides several solutions, such as service management and application lifecycle management (ALM) solutions.

I use several solutions, such as Jira Service Management, Jira Work Management, Confluence, Bitbucket, and Trello.

My company uses Jira Service Management heavily for sixty projects.

My company is a service integration company, so for some customers, Jira Service Management is deployed on the cloud, while for some, it's deployed on-premises. My company builds CI/CD pipelines for customers with data centers. My company utilizes Jira Service Management heavily in both AWS and Azure. The solution is deployed on Azure or AWS, depending on the customer's requirement.

Three people train users on the software. It's not difficult to set up Jira Service Management. The difficulty occurs when users have no familiarity with managing the solution. A small software development team sometimes doesn't want to use Jira Service Management.

When the solution is up, it doesn't require maintenance. If it's just a feature upgrade, it doesn't need maintenance. However, sometimes, my company needs maintenance and support because the project is continuously evolving, so there's a need to make some changes. For example, you need to change your workflow or the dashboard. Atlassian maintains the software. It's Atlassian's responsibility. My company has three engineers for ALM maintenance, rather than Jira Service Management maintenance. The three engineers support customers.

My rating for Jira Service Management is nine out of ten.

My company is a Jira customer.

We use JIRA Service for our help desk, our procurement processes, and for our financial approvals. We also use it for our technical team collaboration with lines. I'm a program architect.

I think it's very easy to develop any process inside Jira Service Management, you can build any software with it. It's simple to use and user-friendly. It's based on a technical system, but you can move any process into JIRA Service Manager very easily. Its workflow design is very simple and that's why people prefer this product. I think it's currently the best solution on the market.

Service Management currently lacks an asset management module that can make deployment more difficult. We recently had to purchase SolarWinds Asset Management to cover that aspect.

I've been using this solution for 10 years. 

The solution is stable. 

We have around 700 users so the solution is scalable.

The customer support could be improved. 

We used two or three of our developers for the initial setup and they also manage the server. It's not a large team.

Licensing costs are on the expensive side. 

The solution is suitable for mid-sized or enterprise companies and I rate it 10 out of 10. 

The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository.

The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users.

I've been using this solution for a year and a half.

We're using the cloud version, which I think is more stable than the on-prem.

JIRA Service Management is scalable, but there are some issues that cloud instances can't be linked with server-based instances.

JIRA's technical support is good and responsive.

The initial setup for the cloud instance was very straightforward.

If you're not bound to the Microsoft platform, I would say you must go for JIRA as it's more flexible than the Microsoft equivalent. I'd give JIRA a rating of seven 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.

Our service desk is completely automated using Jira for everyone in the organization. If they have any issues with hardware, software, an application or login credential, they raise a ticket and then it goes to the service desk. We also use Jira to raise bugs and manage projects for clients. 

The dashboards in Jira have been the most useful feature. 

The customizations in Jira could be improved by being simplified. They are currently very complex.

We have been using this solution for 15 years. 

This is a stable solution. 

This is a scalable solution. There are no speed issues and we use it to support a large number of users. 

The initial setup of Jira is straightforward when done with an external system. We have recently integrated Jira with one of our applications which creates a ticket in that application and in Jira. This kind of integration caused some internal project monitoring challenges. 

This solution could be made to be more affordable.

This is pricey solution. Should we move to using all cloud solutions in our business, we may move to different tools that have multiple functionality versus having a solution for each area. This would be too pricey and we would need to replace Jira with a different solution that also offers other features. 

I would rate this solution an eight 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.

We are a software development company with 80 users. As part of development, we track the sprint to see if all the storyboards are complete and development completion. We notify the development team about change requests or incidents using JIRA Service Management.

In software development you need to handle case related software issues, JIRA has helped us with that.

I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting.

JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools.

I have been using JIRA Service Management for two years.

JIRA is a very stable solution.

The solution is scalable.

Once the system is integrated we look at the tickets and find the solution in-house. Someone from JIRA will contact us and offer a solution, but rarely will we request support.

We moved from HP Service Manager to JIRA Service because it was more suited to a software development company. We needed something to support our agility model where other software is focused on operations.

We used an integrator to deploy JIRA. The initial setup of the solution was simple and transferring to JIRA Service took about 3 months.

Switching to JIRA provided a financial ROI. We did the ROI study when deciding to move from HP Service Manager and determined it was beneficial.

If you are a software development company you need to use JIRA because it aligns with project management.

I would rate a JIRA Service Management a 9 of 10.