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.

One of the primary things we use JIRA for is the Kanban Board feature. We use it for managing our projects and issues as well as accountabilities within the company. We have a homegrown — I suppose you could call it a Six Sigma type — approach. We identify the six main projects and the six areas where you can make the biggest difference within the company. Then we identify six projects that we're going to work on within those areas.

We use the Kanban Board extensively. We use the Confluence facility on the backend. Really,  we use Confluence and JIRA both together: Confluence for global planning and JIRA for issue and project management.

It simply helps us shape our project management workflow.

The implementation that we have is highly customized, so I can't talk to the capabilities of JIRA product independently because I'm not familiar with all of the different things that can be done with it. It's very useful in terms of the dashboard for the office, and the overview of all the different issues and props, what's on backlog, what's in progress, what's been resolved. That kind of thing, is very helpful.

One of the best additions to this product would be a single centralized point in which to store all the documents that are involved in progressing with tasks. For instance, if you're working on a JIRA task and you attach a document to it, not everybody will share a centralized storage facility where all the documents are. The idea would be to make it so everybody can see (or view) the same current document. They would get specific privileges (e.g., view or edit). But if a document is shared now, as it is in potentially an older version, it may not be accurate. Better to share the current document so that everyone has the same information.

Centralized document storage would allow all documents to be linked to any issue where it was pertinent rather than having to be attached to specific issues and limiting the viewers.

The product itself seems stable. We don't run into issues where we blame JIRA directly for failing.

JIRA can really scale perfectly for our needs. We have both end users and admins using this product. Really, everybody in our company uses it. No one has a problem with getting access and we scale as needed.

I haven't had any access to JIRA's technical support at all directly, I've never had any need to call them in. Generally, that would be someone else's responsibility. I'm not aware of having anyone in the company having issues with support on call or other contact.

We have looked for solutions in terms of the enterprise applications that are used by my company. We already have Confluence, we have JIRA Service desk, and we have Quest KACE Endpoint Management. We also use VMware AirWatch, virtualization productivity, and Dell hardware. A solution that works with these existing tools means that there is lest to change and train.

I wasn't involved in the setup of JIRA, so I can't really comment that much on that aspect of the product. It was set up by one of my other team members. However, I've been told it was a relatively straightforward process. The customization, which is substantial, has been difficult. That is obviously not the fault of the product itself.

We had specific goals in using a suite of products and we are doing our own deployments based on goals that we define. Essentially we didn't need outside help.

When considering a solution it is best to stay as standard as possible when adopting it. The further you get off the standard path the more difficult it is to adopt or adapt to other solutions if that becomes necessary or desirable in the future.

I can't actually give it a fair appreciation at this stage of the capabilities of JIRA as a stand-alone product because of the way we have implemented it in a cluster of other products. 

At this stage, I would give it a five out of ten. This is mostly because we rely on other products for certain services or features. If JIRA had more comprehensive coverage of what we require, or if it was easier to implement what it already does, the rating would be higher.