JIRA Service Management Reviews

We've been using Jira for its services and for analysis. We're now re-evaluating, comparing it with other products and assessing whether it's among the top IT services. I'm very, very familiar with it, but will throw it open to my colleagues who will take a look at it from a different perspective and see whether we need to make a change. We are product resellers and provide consumer services. I'm a freelance managed service specialist.

I think the general consensus is that Service Management is a good organizational and solid product.  

The product is supposed to include an interface where the customer can report issues, things they cannot resolve easily. It's not there at the moment so it's more difficult to resolve issues with the OEMs. We need to know how the customer is dealing with the product and what issues they might be having. If I'm unable to do that, I'll lose the business. It's what we need in terms of service management because if we had that feature we'd be able to show our customers how fast and efficient we are. 

I've been using this solution for five years. 

Technical support is good once you pass through the web portal. At that point, the support takes over. If you're not in the system it can be difficult to get through to support. 

Positive

If you're familiar with the solution, implementation is quite straightforward. It can be complicated if you've never done it before. We have 120 users in the company. 

Licensing is expensive if you're not getting what you need. Customers will pay if they're satisfied with the product but if they don't get what they want, they won't purchase it, no matter how cheap. 

In our roadmap for this year, we are evaluating which technologies can help us do our work quickly and increase revenue. 

I rate the solution eight out of 10. 

The Jira interface is very good.

The product offers very good configurations.

The dashboards are nicely laid out.

The solution has been problem-free for two years.

The initial setup is pretty straightforward.

The scalability is great.

The initial setup is very complex. 

I've been using this solution for two years.

The product is stable. the performance is good. It's problem-free. There are no bugs or glitches. It doesn't crash or freeze. It's reliable.

The scalability is fine. If a company needs to expand it, it can do so. 

The initial setup is very complex. It's not straightforward and simple. 

We handle installations and implementations for our clients.

There's just a standard licensing fee that we pay on a monthly basis. 

We're currently in the process of comparing Jira and ServiceNow to see which would be the better product for us.

Also, we have a client that is seeking out a product and they want us to advise them on the best option. We're looking at Jira and ServiceNow for them.

My company is a partner of Atlassian.

While I prefer Jira over solutions such as ServiceNow, we do need to look at various options when advising clients. As an Atlassian partner, it's important to be able to look at other options and see the difference and show a client why Jira is a superior choice. 

Overall, I'd rate the solution at an eight out of ten. 

We are using Jira Service Desk for supporting both internal and external clients. 

One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it. 

I began using Jira Service Desk when I joined the company about two and a half years ago, although the rest of the company has been using it for longer than that.

We have had a problem with stability in the past, although it has been resolved.

I have contacted technical support about different features and I find that they don't address issues as fast as they should.

The pricing is very competitive and I think that it is okay.

I would rate this solution an eight out of ten.

The simplicity is good for our clients. The price is good. 

You can increase users without any difficulty. 

There should be better connections with access management. They should improve the connectivity. 

I have been using JIRA Service Desk since 2016.

It is very stable. Our clients don't have problems with stability. 

We do the technical support for our clients. 

I have worked with HP products, BMC Remedy, and Service Manager. 

Our customers think that the pricing is high. Compared to the competitors, I think the pricing is fair. 

I would rate JIRA Service Desk a seven out of ten. 

I'm the vice president of digital strategy and executive delivery.

The solution is easy, even if you want to dock on something, it's easy to add the documentation and it easily integrates with other tools. I think that's the best part of it.

I think there are other IT ticketing tools that are better in terms of routing or work flows than Jira Service Desk. If you work at an enterprise size company, it might be preferable to use ServiceNow than Jira Service Desk which is better for smaller companies.

I'd like to see a well integrated solution. For example, if I wanted to do some testing, I don't want to have to buy another testing tool and integrate it with Jira. If Jira had a place for it to connect the requirements to the testing, that would be amazing.

I've used the solution for a long time but it was only implemented a few months ago at the company where I now work. 

The stability is good. 

The scalability of the solution is good. We have around 100 people using it, generally the business analysts or the program managers. Within that number, we have around 10 admins. 

I haven't really needed to use customer server, using the solution has been very easy so we haven't had much contact. They've been fine when we've used them. 

The initial setup is very straightforward. 

I would rate this solution an eight out of 10. 

We are using JIRA for accessing our help desk when other companies have problems with programs and to let them login when somebody needs to create a new ticket.  

I think that one of the most valuable features is when I am typing in my question for a ticket JIRA does a search for the answer at the same time. If it finds my answer, then I do not have to raise the ticket because I already found the answer in the knowledge base. This is good in saving time for customer service workers.  

For us, one of the weaknesses of Service Desk is that we can not check every issue in the queue raised for one product. If we have more than one customer using a product that has raised a ticket, we can not see the complete list of issues for the one product from all sources. It is not as easy or efficient to handle tickets without that capability.  

For this reason, we have an add-on administrative tool that we had to purchase separately for use with JIRA to help make the workflow more efficient. This could be added to the base product for all users.  

We have not been using the JIRA Service Desk for too long. We started doing our testing which lasted for just a few weeks and then we sent out a notification to our clients to use it. It has been in use at the company for maybe less than one month.  

We have not had the product in use long enough to scale the usage upward from the volume of our current client base. I do not think it would be a problem.  

I think the initial setup for the product is easy. It is not too complex or time-consuming to set up.  

We are very satisfied with the pricing of the product. Because we are an associate partner it is free for us.  

On a scale from one to ten where one is the worst and ten is the best, I would rate JIRA Service Deskaybe as maybe and eight or nine-out-of-ten. For our use case, and putting aside the need for the plugin, it is a nine.  

We implemented workflows for incident management, interaction management, and problem management.

The most valuable features are the management tools.

If we could have more Queue Management within Jira itself, instead of purchasing Jira Services as an add-on, it would be better. 

We purchased the add-on called Diviniti Queues that give us some priority settings for all of the queues of aggregation.

The single sign-on has some stability issues that need to be improved.

If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful. It's difficult to deploy.

I would like to see improvements made to the interface to make it more user-friendly. There is too much information on the screen. Also, user experience management. What they have now is a screen full of data fields that are scattered everywhere. If we could reduce the amount of information we are giving to the users then it would be much easier.

I have been using Jira Service Desk for one year.

It is stable most of the time, but we are facing issues with the data center implementation.

The single sign-on does not work as expected. I have to sign in every couple of hours, re-sign, and I have to sign in even if I am signing into my domain or on my laptop.

Otherwise, the performance is good. There are no bugs. 

Some modifications had to be done to our data center servers.

It's a scalable solution. We have 380 users in our organization.

We are expanding, scaling up the users to other organizations, to companies that are out-sourcing to us. This is expected to happen at the end of this year.

I have not had any experience with technical support. We had reached out to our consultant who had helped us to resolve our issues.

We used to use HP Service Manager, and we conducted a comparison between both products. At the end of the comparison, we decided that we would prefer the Jira Service Desk.

It was complex for us because we had to migrate data from HPSM. 

We required a consultant to be involved, and even the consultant struggled for some time. It was not a straightforward job. 

The data migration from HPSM was not at all straightforward.

It took two months to deploy this solution.

We needed the help of a consultant.

We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet.

When we expand it will be necessary to upgrade the license. 

There are additional fees for add-ons.

Anyone who is considering Jira Software, I would recommend they go with Jira Service Desk.

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

We're a service provider. We implement the solution for our clients. 

Typically clients use Jira more around incident reporting management and resolution of queries, or SLA management. Then, sometimes, they need a range of compliance SLS's such as knowledge management.

It's easy to set up the solution.

JIRA Service Desk is really good when you have a primitive environment where most of the Atlassian applications are already present. However, if you are just using JIRA Service Desk for making leads for an IPS and solution, then it becomes really difficult to get all these IPS and capabilities up and running. This is due to the fact that in a native application, we don't get all these capabilities. 

JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications.

We don't find there's support for CMDB.

The notifications are limited. That is good if a client environment is small enough and they do not require any advanced or mature use cases, but if they require it, then that's when we face a lot of issues because Jira Service Desk doesn't compliment such advanced decisions.

Jira should offer package solutions and be much more focused on giving advanced capabilities. If they are not developing advanced capabilities, at least, what they can do is focus on providing a packaged solution to give their customers the flexibility to choose what type of business package they want - whether its operations based or finance related. 

I've been using the latest version of the solution for the last couple of months. Before that, I used it last year as well. Overall, I've been using the solution close to a year now.

There are minor bugs and issues, however, I would describe the solution as quite stable.

With the number of applications on the marketplace continuing to grow, I would say the solution is quite scalable. The only challenges with scalability come with advanced use cases. There are some issues around their IPS and tools. Jira has the capabilities, however, they don't sell well for advanced cases. 

Still, if you are talking about the ability to scale using tools and plugins, I would say that usually, Jira can scale quite effectively for clients.

When deploying or implementing, or even sometimes in day to day maintenance, if we encounter some issues, we will connect with technical support initially. There were a few issues, for example, around a server's speed and Jira wasn't quite performing well. As time has passed, it's gotten better. 

The initial setup is very straightforward. It's fairly easy to get everything up and running.

In our experience, deployment takes about two to there months, depending on the complexity.

In terms of the process we follow, we usually come back to do some groundwork around what exactly the requirements are. We ask: what are we trying to solve? Then we do an assessment of the client environment. We try to identify which is the best fit in terms of applications for this deployment. Once decided, we run tests to see if the application fits the necessary criteria. We try to identify what the default configurations will be and make sure we clarify those before going ahead with our deployment strategy. 

The number of people involved in the deployment varies from client to client. If it's a small deployment, only five to ten people are needed. They may not be working all at the same time, but they'd have various roles in both deployment and maintenance. Afterwards, there will always be about three or four individuals that track support. These numbers can increase based on the number of tickets or the size of the organization. The highest amount of people we've worked with was about 30.

We implement the solution for our clients.

I'm not sure what the exact pricing is, but it's tiered based on the number of users. If a company has 10 users it might cost X but with 50 users it will cost Y. Outside solutions, such as plugins, may come at an extra cost. Apart from that, I don't think Jira has additional costs.

While we largely deal with cloud deployments, we did recently have a client that requested an on-premises deployment.

The types of clients we have are small or medium-sized enterprises typically.

On a cost-basis, the product offering is very good.

Jira is very customer-centric. They really try to help users make the most out of their solution as well as other products. The plugins are all designed to make Jira even easier to use, even more user friendly, and serve to bridge the gap of features Jira might lack.

I'd rate the solution seven out of ten. We hear a lot of feedback from clients, and they mention the solution has some limitations.