JIRA Service Management Reviews

We are using it for internal issues related to our ERP system. We are tracking these issues and, more importantly, linking them to development tasks. So, if we've written an extension and there is a bug, and somebody opens a help desk case with it, we can link it directly to a bug ticket in Jira. We then know when this bug is fixed.

We are cloud-based, so we are always on the latest version.

The biggest thing is integration. Instead of having to have requirements in Word and then issues tracked somewhere and development tracked somewhere, everything is now in Atlassian. So, we've got requirements linked to development cases and the help desk tickets linked to development cases and tests.

The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. 

It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests.

The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. 

For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time.

I used it in my previous company for about three years, and we literally just started with it the last week here.

Its stability is very good. So far, I've got only one issue in Confluence. When I'm at a table and I tab to a new cell, for some reason, it changes the text direction from right to left.

I never had any performance concerns. Currently, there are two of us who are using this solution, and we are developers. Ultimately, there will probably be ten of us. The other members are going to be the members of the ERP implementation team. They are subject matter experts in each department.

I and another developer are just moving all our stuff from Azure DevOps. He has never used it, so I'm kind of teaching him. We're configuring it how we want. Ultimately, I'd like the whole company to use it, but the big problem is the licensing.

I have interacted with their technical support. I would rate them a seven out of ten.

We were using Azure DevOps, which is Microsoft. It is totally free because we use Office 365 and their development tools. We used Azure DevOps for a while, but it kind of sucks when it comes to test cases, so we ended up moving over to Jira.

The biggest thing was that their boards are really bad. As compared to Jira's backlog and sprints, what Microsoft has got in Azure is just not very good. 

We also wanted to make a task of type Test, which it supports, but the problem is you can never delete it. You also can't have a hierarchy of two tasks that are of the same type, so I couldn't have two issues that were both a user story and put them in a hierarchy. It will let you do it, but it gives you a warning, and then it doesn't show up at certain places. 

We also wanted to put our artifacts somewhere. Azure DevOps doesn't support artifacts. We are on the Microsoft ERP system, and we can't upload an executable because it is not a supported artifact type. On the Microsoft ERP system, when we write extensions, it makes executables that are .app files. Normally, when we compile a new application, we store the compiled version in some kind of artifact repository. Microsoft has a feature called artifacts, but it only supports specific things. It doesn't support .app files, even though it is a Microsoft product. So, we were not able to manage the artifacts. We can't do that in Jira either, so we'll probably end up using Nexus, but the fact that Microsoft has artifacts and they don't work was just really annoying.

For me, it was relatively straightforward because I implemented it at my last company. For a new user, it is pretty complicated. It involves setting up workflows screens and issues screens, and there are so many different schemes that are interrelated.

If you're happy with everything that comes out of the box and their standard workflows and project types, you can get it up and running really quick, but if you've got specific needs, you will spend a lot of time learning about all the configurations. I probably spent a total of eight hours this time, but I have spent hundreds of hours on it at my last job.

The investment is $10 a month now. If we're paying $10 per agent per month and even have more than three agents, it is easily worth it. It is worth its weight in gold in being able to link everything together and have everything in one place.

Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month.

There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed.

I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it.

It is free to try, so make sure you try it. The single biggest thing to look at is the licensing cost, especially if you plan to use something like Confluence, which is something you would probably want to roll out throughout the company because it is just a Wiki. If I've got two software developers and I put an add-on, having to pay 100 licenses for that is just crazy. 

I would rate Jira Service Desk an eight out of ten.

We are using JIRA Service Management for change of management.

JIRA Service Management is a very user-friendly solution.

JIRA Service Management could include more AI features.

I have been using JIRA Service Management for one year.

JIRA Service Management is a very stable solution.

I rate the solution an eight or nine out of ten for stability.

Around 50 users are using JIRA Service Management in our organization on a daily basis.

I rate the solution an eight or nine out of ten for scalability.

I would recommend JIRA Service Management to other users.

Overall, I rate the solution an eight or nine out of ten.

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. 

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. 

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. 

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. 

We are using JIRA Service Management for many operations. Our organization is a call center and we use it for fixing phones, adding phones, fixing the CRM, faults or bugs on a website, bug-related reports, network issues, and VPN.

JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem.

In a future release, JIRA Service Management should add desktop notifications because at the moment, it's coming through emails. However, if they had desktop notifications, it would help a lot.

I have been using JIRA Service Management for approximately three years.

The stability of JIRA Service Management is good.

The solution is scalable.

We have approximately 800 people in my organization using this solution, which includes the technical teams and managers. 

I have used the support from JIRA Service Management.

I would rate the support from JIRA Service Management a five out of five.

The initial setup is not complex, but you need some training to be able to complete it.

I would advise others to have some training before they implement JIRA Service Management.

I rate JIRA Service Management a nine out of ten.