JIRA Service Management reviews

Probably the top program for managing projects

Opmerkingen: Jira is a sophisticated and flexible project management solution with a wide range of applications. Jira's strengths lie in the depth of its task management features, the breadth of its integrations, and the depth of its reporting and analytics tools, all of which contribute to the program's capacity to help you better understand your projects and teams.

Pluspunten:

To accommodate the fact that various people have different ways of doing things, this user interface may be easily altered to fit individual needs. Jira makes it simple and quick to design and implement unique workflows and rules. One way to break down large projects into manageable chunks is to keep everyone in the loop on how things are shaping up.

Minpunten:

Jira's flexibility allows for personalization, but more in-depth modifications may call for specialized skillsets.Performance difficulties: Some users may have performance issues, especially when working with larger projects or those that include complicated procedures.

JIRA Service Management integrates very well with JIRA software, making bug quashing a breeze

Pluspunten:

The native integration with JIRA software management and business management project boards make ticket triaging and documentation straightforward and low effort. Aside from the initial setup and instrumentation of the integration points and framework (configurable for different org sizes), using JIRA Service Management enables speedy triaging and processing of requests across IT, software, product and business, and service teams.

Minpunten:

There are idiosyncrasies to the JIRA UI (which is shared and consistent with JIRA software, business project management, and Confluence) that can be confusing at times with subtle UI elements that are not always straightforward to the end user. At times, it can be confusing switching between the different JIRA apps that your org uses.

A lifesaver for Project Managers

Pluspunten:

The customizations and visibility of project status it provides to everybody.

Minpunten:

Integration with other software could have been better-GIT.

Comprehensive and Streamlined Service Management with JIRA

Opmerkingen: JIRA Service Management is a comprehensive and streamlined service management solution that can help teams quickly organize, track, and manage projects. The platform is highly customizable and allows users to tailor their workflow to fit their unique needs. The learning curve can be steep and the pricing structure can be expensive for some, but for teams looking for a powerful and efficient service management solution, JIRA Service Management is an ideal choice.

Pluspunten:

JIRA Service Management is an incredibly powerful and efficient service management solution that helps teams quickly organize, track, and manage projects. The platform is highly customizable and allows users to tailor their workflow to fit their unique needs. The interface is intuitive and straightforward, making it easy to navigate and use.

Minpunten:

The pricing structure of JIRA Service Management can be an issue as it can be relatively expensive for some organizations. Additionally, the learning curve for setting up and using the platform can be quite steep, and it can be difficult to manage large projects with many moving parts.

Project management tool at it's best.

Opmerkingen: Overall my experience with Jira is awesome as I got used to the system itself.

Pluspunten:

The sheer range of features Jira offers.

Minpunten:

At first it is a bit overwhelming but slowly you get use to it.

Overwogen alternatieven: Trello

Redenen om over te stappen op JIRA Service Management: Overall service offering of Jira is very good.

Convenient tool but not usable

Opmerkingen: Easier ticket management for large projects and with many teams involved. In general, it is difficult for non-technical teams to understand the use of the tool

Pluspunten:

Definitely the collaboration and bug tracking tools. Email notifications are also very convenient and lead directly to the relevant issue. The export of open tickets with their status is also useful for internal team reviews

Minpunten:

The ticket filtering tools you are responsible for or involved in are not optimal, especially in very complex projects. The general usability of the platform is also not very intuitive with many fields to fill in that are difficult to understand.

Easy to integrate with Zendesk and easily tracks support issues for Engineering

Pluspunten:

Easy to integrate with ZenSimilar to another program we moved away from, but far more robustAllows for better ticket assignmentMore comprehensive with better options for ease of use

Minpunten:

Not much- there are a lot of buttons and options to use so until you get use do what you need as an individual or department, it's a bit complicated, but once you sort that out and find your niche, it's a great tool for trouble tickets.

Handy platform for Product developnment

Opmerkingen: Easy, cost-effective and cross platform

Pluspunten:

Service requests management, Ease of requirements & issues management, with confluence integration even requirements and publishing docs become super easy

Minpunten:

For our needs always found schedule development without using EPICs becomes difficult

Overwogen alternatieven: Microsoft Excel

Redenen om over te stappen op JIRA Service Management: Access online at any time and from any device

JIRA service management provides excellent way of handling issue or user stories.

Opmerkingen: JIRA provided the ability to manage the overall IT project execution . The tool also provided ability to create disting user stories and tasks to complete. The tasks could be cloned easily and moved from one worspace to other. The access and permissions were easy to maintain. The tool was a secured source of project management overall.

Pluspunten:

JIRA portal provided ability to create user stories, tasks and track the activities. It also has the abilities to burn the hours needed for the task. The number of hours remaining and burned could be tracked independently for monitoring the tasks.

Minpunten:

The features available in the tool are so numerous that a user may not know the immense capability of the tool unless a documentation is available.

One of the best project management software to have

Opmerkingen: Overall, I would highly recommend Jira to any business or organization looking for a powerful and flexible project management software. Whether you're a small team or a large enterprise, Jira offers the features and functionality you need to manage your projects effectively and efficiently.

Pluspunten:

It helps us track our tasks very efficiently, using tools and features provided by Jira Software. Like Jira Boards, Time Tracking\Work-logs, Reports, Email notifications, Filters and Dashboards are few which we are using most frequently.

Minpunten:

It has lots of customization options, which makes it bit complex specially during initial setup.

Efficient service desk for companies small, medium or large

Opmerkingen: Prior to using Jira Service Desk, were using a combination of Excel and SharePoint with workflows. We couldn't get great reports. It was hard to customize. Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow. We brought in Jira Service Desk as a test bed. Within 2 hours, we were testing and customers were putting in tickets. While we used most of the default settings, the value we were generating was way beyond we ever had. Then, we set up SLAs and watch reports for a few days. We were able to see everything we wanted - who reported the issue, when, what was the priority, how many comment exchanges happened, how much time did we spend, did we meet SLAs, what was the solution, etc. Fast forward 2 years. We are now able to create strategies to service internal and external customers better based on the data from Jira. It has helped us go from making gut-feel decisioning to data-centric decisioning. Good data wins debates. Jira helped us with good data. We are also utilizing Jira's excellent searching, dashboarding and API functionality to feed data to other systems and drive changes beyond just customers.

Pluspunten:

Jira Service Desk was very easy to get started with. You could literally sign up for it and begin using it within an hour. Ticketing system is very customizable and powerful. Customers can be added in bulk and customers can sign up for entering issues. We were able to create different projects (or service queues) so that customers could send requests for IT help, or administrative help, or help with projects. Each such project/queue had different fields. Metrics are all built into the software, so we can know how often Service Level Agreements were breached, who breached them etc. The sheer amount of customizability is a joy. However, without discipline and thoughtfulness, it is very easy to customize it the wrong way.

Minpunten:

We feel that the price point could be lower and the speed could be a little faster. Atlassian has made improvements with speed. If a company had 5 people manning different queues and the issue volume is low, the cost would be ~1500/year for those 5 users. So, it would may not be cost effective for a small company that is watching their costs closely. We also felt that a Wiki is not built in. So, if a common solution needs to documented that spans multiple tickets, there's no way to do so. We could buy Confluence from Atlassian for an additional cost.

Overwogen alternatieven: Pivotal Tracker, Trello, Basecamp en Asana

Redenen om voor JIRA Service Management te kiezen: Our previous solution was built on SharePoint. It was slow. Very slow. We had workflows that drove communication after an issue was entered. Workflows would break often with hard-to-understand errors and debugging them was difficult. We had to build all the reports surrounding data we collected from SharePoint. Most reporting surrounding SharePoint were manual. We spent more time debugging issues with SharePoint than the time we spent on the most demanding customer. Something had to change. We tested Jira Service Desk one day and within hours our customers were using it. There was a day and night difference between the two systems and customers were happy. Built in reports were excellent.

Overgestapt van: Microsoft SharePoint

Redenen om over te stappen op JIRA Service Management: Asana has been working on improving the speed of their software. Their slowness has been well documented on various sites. Even their own team acknowledged and worked hard. We were not just read to jump into Asana due to the slowness. Trello was great - fast and easy to use. Reporting was missing. Pivotal Tracker felt like it was well suited for dev work and was comparable more to Jira Software. Basecamp felt like it was well suited for project work. Jira Service Desk fit the bill for IT help desk, admin help desk etc.

Life Savior tool for Agile Projects

Opmerkingen: JIRA is becoming one shop all for all project management needs.
It also act as a tracking warehouse for all project management and IT management activities in current agile world.
Scrum meeting actions and stories are easy to browse compared to other existing tools on premise.
JIRA is also efficient to manage code control versioning easily by rapidly varying requirements.
It saves a huge cost for placeholder for our IT Asset management when migrated from traditional software

Pluspunten:

JIRA service management is very use friendly software in day to day project activities. JIRA has been excellent tracking tool for testing bugs, defects easily during entire project cycle. It is very effective place holder for IT asset management and project management phases. JIRA has capabilities to integrate with multiple ITSM management tools and reporting tools for effective reports and dashboarding.

Minpunten:

New changes for html pages take little more time for loading when moved to production. Version controlling sometimes create hiccups during rollback period.

Overwogen alternatieven: Confluence

Redenen om voor JIRA Service Management te kiezen: JIRA is more user friendly and easy to mange across enterprise compared to Excel. Macros behaviors were pain points during maintenance but JIRA resulted as cost effective tool for corporates model.

Overgestapt van: Microsoft Excel

Redenen om over te stappen op JIRA Service Management: It is more cost effective and user friendly software compared to Confluence. It is easy to track for scrum stories and follow agile approach to avoid standard documentation hours

Service Management Tool Anybody Can Use

Pluspunten:

The ease of use and anybody can use the tool for Ticketing, project management, issue tracking, dashboards etc...

Minpunten:

The options are at times clumsy and confuse the end users when the data is too much.

Overwogen alternatieven: ServiceNow

Redenen om voor JIRA Service Management te kiezen: The cost was too high and we couldn't afford the price for the project budget.

Overgestapt van: Track-It!

Well, everyone knows Jira — I just decided to reflect here

Opmerkingen: I hate Jira and think the only reason everyone uses it is that they're just used to suffer.Here's an article about it:[SENSITIVE CONTENT]

Pluspunten:

After latest update the visuals are quite pleasant.You can really construct complex filters if you know what you're looking for.Task IDs unfurl into links.Permissions are very granular (although complex and you won't understand how to use them).

Minpunten:

Expensive.No obvious features or you have to pay extra: time tracking, dark mode, CHECKBOXES.

A best-of-breed Platform for Help Desk and Service Management!

Pluspunten:

Scalability. Flexibility to be tailored to particular organizational needs. Very rich in terms of features.

Minpunten:

Setup can be made a bit simpler. Could use more ready 'templates' that can be used to quickly roll out the product for production.

Jira, one of the best ticketing tools

Opmerkingen: I have been using JIRA and its different versions, distributions, add-ons for a time now.This is one of the best-known yet expensive solution for ticketing, and one of the best working one.You may check what points I have collected for pros and cons, yet if I could, I would use and recommend JIRA.The interface what most people "ragging" about JIRA, indeed needs to time to get familiar with, but Salesforce and its chatter, JIRA is still better.There are training material, some on-boarding also available in-built for JIRA and after a few ticket, you are ready to go on your own.In every sector you can find ticketing tools, JIRA is customizable according to your needs.If a lot of people are going to use it, I recommend to have an on-premise solution with a lot of power.There are rivals to JIRA, even in-house ticketing tools, in my company now we have 2 systems, yet an IT-provider can use a lot of them, causing a chaos.JIRA is continuously being developed, there are 3rd party extensions to it, quite stable.

Pluspunten:

Can clone tickets, create linked issues Can create parent-child relationshipsOther Atlassian sw. products and modules are well integratedScreenshots can easily be attachedPossible to delegate close bulkily ticketCan mention colleagues to make them remember about the tasksOptions to connect 3rd party developmentsExport modes are greatCan connect an e-mail address for processing

Minpunten:

Lack of dark modeRedirecting tickets with the old IDs sometimes weirdScheduled reports could be usefulSimple "User" mode/layout is not enoughUI is not that easy at first, still better then Salesforce.JIRA is a general ticketing tool I would say, but there are others focusing on more on a technical side, like HP SM9.

Famous tool, yet can still be better

Opmerkingen: Reasonable experience

Pluspunten:

It has a very high adoption rate and big user base, therefore there are a lot of tutorials on how to do some certain things with Jira Service Management. That's a big advantage.

Minpunten:

Nevertheless, quite a few features JIRA Service Management can enhance. For instance, the search engine of the whole JIRA is not yet powerful, although it is expected to be powerful because it's a system that administrates a large number of tickets. Searching using text often results in poor results. Additionally, it is currently not possible for searching for some phrases that belong to a hyperlink that is hidden inside a text. Additionally, it is not yet possible to create a new type of relationship that links an issue with another issue. Currently one can only choose from a dropdown of relationship types that are already available there.

About Jira - Project Planning

Opmerkingen: The initial setup was quite a challenge but, here we are. It's an awesome system for tracking project issues, especially for new clients during onboarding.

Pluspunten:

It's a good platform to track issues that are being handled by each individual in a project. It also has the option for notification being sent out when an item has been resolved, closed, or has gone overdue. If it's configured correctly to have a backup, the team members involved can always learn from the past incidences reported. This will ensure that the team leader will be able to identify recurring items, timelines it took for resolution, and the team member assigned to resolve such items. This ensures that such items are priority issues that need in-depth understanding for them to be resolved permanently.

Minpunten:

As an organization, we have not been able to integrate Jira with osTicket, which our customer Experience team uses. This means we have two Systems, and at times this can be overwhelming to track issues on both Jira and osTicket.

One of the best Service Management tools in the market!

Opmerkingen: This is a great service desk software. It has some great features, and the overall experience with it has been really good even though it was used for a very critical and big project. Tickets can be transferred to other users seamlessly. Documents can be assigned to tasks and incidents which can help other users understand what is in front of them easily. Overall, it is very important in handling support based tasks that run 24*7.

Pluspunten:

Jira service management is one of the best service desk softwares in the market. The ease of use is great, even for users new to the software. It helps the users keep a proper and clean track of the incidents/tasks/etc they have. One of the best things about Jira Service Management is that multiple teams can easily collaborate and work on it. This enables big projects involving various teams to work seamlessly.

Minpunten:

There are not many major disadvantages with using this Jira Service Management software. But a user must be careful while deciding to delete a ticket, because once deleted it is goodbye for ever. It cannot be retrieved. This option can be modified to allow retrieval of deleted tickets to ease the process for users who might delete important tickets unintentionally.

Unlike others, doesn't need complex configuration

Opmerkingen: With the help of Service Desk we get feedback from users about the bugs they find in the product. As the result, we fix them really fast. By adding fields that users need to add while submitting bug, we decrease time that is needed to reproduce bug or clarify the issue. Also, we can communicate with user directly if needed.
At the same time user can always get back and see status of ticket they submitted.
Also, it says a lot when you see Atlassian using its own product and using it really well.

Pluspunten:

When you use this application as an addition to JIRA, it is a great tandem. I adviced my company to use Service Desk when we were discussing how to receive bugs and ad-hoc requests. We are using this application fro several years and we do not think about changing it.

Minpunten:

The only bad point that I can mention about Service Desk is its price. A lot of clients I worked with complained about it. They manage really carefully the number of users that are Agents (users you actually pay for), and get really upset if they were not carefull enough and their bill was higher then they expected.

The best Ticket/Bug Tracking Tool

Pluspunten:

1) We mainly used this tool to plan our tasks for the projects we were working on.2) Creating Sprint Cycles and assigning tickets for each issue is very convenient using JIRA3) We can see the progress made by the ticket owner in the ticket description.4) There is a very brief and concise Audit history which we can track to see how the ticket status has changed5) I like the customization feature for each team and each product. We can choose what statuses and workflow our ticket should go through and select and arrange them very quickly.6) We can even link the BitBucket repo link and confluence link with our JIRA ticket, which is very handy for developers.

Minpunten:

It can be sometimes overwhelming for newcomers, especially when one is not that familiar with JIRA and its terminologies, and it does have its learning curve.

Excellent project management tool

Opmerkingen: I have been working with JIRA Service Management for 4 years now and I found out that every process connected to software development can be easily described and tracked using this tool. I have also used the ticketing system a lot and found it very intuitive and always found what I needed.

Pluspunten:

It's the best tool for project management I have worked with. It's best at tracking progress of user stories and tasks, but works well also as a ticketing system and time tracking application. It is easy to track multiple projects at once thank to a possibility to create dashboards and groups for each of them. It can also be integrated with confluence in order implement an integrated knowledge base.

Minpunten:

The text editor could be improved, as well as some features could be implemented to make the user stories and filtering management a bit more user-friendly and provide better user experience.

Great Tool for Technology

Opmerkingen: Overall Atlassian Tools are great for our organization because it allows us to streamline everything. You can utilize confluence with the Jira service desk to integrate existing knowledge to self-serve your agents or customer base. It allows for all the right features with Agile Design and sprints - but I do find that they are missing some features that bring the product into modern times.

Pluspunten:

We've been using Jira Service Desk for several years within our Technology team. I think this tool has all the right features when it comes to managing the day-to-day as an engineer. You can utilize the Agile Design Methodology and manager sprints really easily. In terms of ticketing for customers, that's a different story.

Minpunten:

Jira Ticketing is a bit of a nightmare to build and run. Our use case was to replace Zendesk with it, and to be honest, it doesn't have the best features to act as a ticketing software for your customer base. Some features are really too basic or even missing from the instance which means you have to customize a lot and if you are not experienced in it, it can be daunting. There is little customization available in terms of how it is presented to customers so branding is extremely basic.

Great option for helpdesk if you're already in the Atlassian environment

Opmerkingen: Overall amazing experience, once you set it up and is customized to your use case it is going to perform greatly

Pluspunten:

It was relatively easy to set up and get going with a few hours of work. It comes with a wealth of templates that help you get started quickly and easily.

Minpunten:

The setup interface is clunky and unintuitive at times, for all the benefits of being a part of the Atlassian environment, it suffers from the same complicated nuisances you encounter while setting up new issue types and fields, that, unless you're an expert you'll have a somewhat bumpy ride.

Full Help Desk management

Opmerkingen: JIRA Service Management was a great solution to implement to replace an outdated custom written software package. It still allowed a lot of flexibility by configuration without having to resort to coding changes.

Pluspunten:

Jira Service Management is an excellent choice to implement a full-featured powerful and easy to use platform for directing all your help desk activities. With many options to implement for user control, notifications, alert management, tracking KPIs, and structuring tickets into categories it provides an IT response desk everything they need to succeed.

Minpunten:

The more users you have that have to actively participate in the life cycle of tickets the more expensive it can get