JIRA Service Management Reviews

Pros

The default settings for Jira Service Management allow you to maximize its potential right away, with nothing in the way of setup. It is possible to personalize it with a wide variety of settings so that it functions just how one would like it to.

Cons

Because our SSO implementation needs it, in order for a user to sign into the customer portal, they will first need to sign into the parent Jira site.

Pros

- Powerful project tracking: it provides an extensive range of tools and features to effectively manage software development projects, including issue tracking, task assignment, and progress monitoring.- Customizability: The software allows for extensive customization, enabling teams to adapt it to their specific workflows and requirements.- Integration capabilities: it seamlessly integrates with various development tools and platforms, facilitating collaboration and enhancing productivity.- Reporting and analytics: it offers robust reporting and analytics features, providing valuable insights into team performance, project progress, and issue resolution.

Cons

- Steep learning curve: Due to its vast customization options, JIRA can be initially overwhelming for new users, requiring time and effort to fully grasp its functionalities.- Complexity: The extensive features and configurations available in JIRA can sometimes make the software feel cumbersome, especially for smaller, less complex projects.

Pros

Service Management is very easy to get going "out of the box" for small organizations. We stood this up apart from our enterprise's main service management tool because we had special needs for our intake forms and this allowed us to do the customization needed without going through rigorous development through the enterprise level tool.

Cons

Form design for your main portal can sometimes be wonky, as navigating through the options takes a bit of getting used to and aren't the most intuitive at first. Workflows are also very simple and complex decision-making based on external data is not readily available.

Alternatives Considered

ServiceNow

Reasons for Switching to JIRA Service Management

Service Management ultimately was chosen because it integrated perfectly with our Jira instance and allows for seamless story/epic creation from internal customer requests, porting the information over was made very easy by this fact and the workflows you can create between the two are very useful.

Pros

Works very well as a ticket system, it's very customisable and uses JQL for custom queries if you're inclined towards detailed reporting. Third Party Addins available online in their marketplace and bountyful automation features.

Cons

It's very difficult to setup requires alot of time and effort and the software is not userfriendly so if you're implenting for a team that isn't IT literate then perhaps include some extra training days.

Alternatives Considered

Freshdesk and Zendesk Suite

Reasons for Choosing JIRA Service Management

We outgrew spiceworks and required a real ticket system

Switched From

Spiceworks

Reasons for Switching to JIRA Service Management

Functionality was near identical it came down to price and the fact we already used Jira for our Dev enviroment.

Pros

Jira is a good tool , we used it mostly for Product Management based work due to it's easy to share and easy to grant access features I find it ideal in a Product based environment and that is where it shines best . (decent pricing , good collaboration , good reporting )

Cons

At this price point , you have a lot of variety and the market becomes very competitive , you can go other options if you have a Support department for example , if money is no option than this can also fit that role , however the additional features that Jira offers I feel might be lost on support.Summary : Great for Product , Medium for Support

Pros

its workflow management - easy transition from one state to another .access management - restricting users from updating or configuring boards to avoid unintended confusions .bug tracking and user story creations - made my easy to track and progress in right direction .

Cons

with my current usage of JIRA - nothing I dislike about JIRA - it does everything that I am asked to do .it

Pros

- An array of available plugins for seamless synchronization- The comprehensive list of features proves invaluable for integrating teams of all sizes and facilitating project and task management.

Cons

- The abundance of features can be overwhelming when trying to learn the entire suite. - Certain features like flags and notifications tend to overlap within certain workflows, resulting in some redundancy.

Pros

What i like most is the engagement that it have with ITIL practices

Cons

What i like least is the learning curve, little bit harder than other ITSM solutions.

Pros

The interface is intuitive which is critical when using Jira across an organization. Team members with varying levels of tech-savvy are able to navigate tickets and collaborate.

Cons

Setting up the workflow design is a little overwhelming for a novice user. With so many options, figuring out the right path for your needs can be a little daunting.

Pros

I love how easy it is to operate, it helps redefine our company's system of prioritization class and creates helpful records for backlogs and timelines or ETAs.

Cons

So far so good... I like everything about it.

Pros

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.

Cons

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.

Alternatives Considered

Pivotal Tracker, Trello, Basecamp and Asana

Reasons for Choosing JIRA Service Management

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.

Switched From

Microsoft SharePoint

Reasons for Switching to 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.

Pros

Jira is extremely customizable, scalable, and easy to implement when compared with other SD platforms. Out of the box, it can be used as a tool to track incoming requests, however, paired with the thousands of compatible plugins, it is unparalleled. Jira SD has allowed our HR team to take our daily operations to the next level, transitioning antiquated, clunky paper processes into a 100% paperless experience.

Cons

My only complaint is when custom fields are added, you have to update every field configuration you have, individually. This is extremely time-consuming when adding multiple custom fields in an effort to create "forms" within Jira.

Alternatives Considered

ManageEngine ServiceDesk Plus

Reasons for Switching to JIRA Service Management

Cost, ease of implementation, customization and scalability

Pros

JIRA Service Managment is have lots of customization capability & also ready made template is also good. Ready made report is good but for accurate details need more tuning to the reports or create own customize report.

Cons

When reporting things come in picture that require customization. Also standard ticket type is not good enought for day to day use. So to configure all these need require experience user or consultant to understand your need & configure it.

Pros

Jira Service Management provides a ton of tools to build out you customer portal and internal ticket platforms. It has filled all of the holes in our previous solution right out of the box.

Cons

It is built for large, multi-team organizations so much of the power is not needed for a smaller company who requires a custom build but without all the hierarchy.

Pros

Easily integrates with your already existing Atlassian software. Allows for a seamless flow between all other products and allows for easy crossover to keep everything in a nice and neat tidy place.

Cons

It takes a lot of work and elbow grease to get it set up in a way that works for your organization. There can be some learning curves as there is no out-of-the-box working way, but once the time is spent it will save you loads of time in the long run.

Alternatives Considered

HubSpot CRM, Intercom and Zendesk Suite

Reasons for Switching to JIRA Service Management

We are already integrated into the Agile Ecosystem.

Pros

Flexible and customizable: Jira is highly customizable, allowing users to adapt it to their specific workflows and processes. This makes it a great tool for teams with different needs.Great for agile teams: Jira is well-suited for agile methodologies, such as Scrum and Kanban. It provides features like sprints, backlogs, and boards that can help teams manage their work more efficiently.Integration with other tools: Jira can be integrated with a variety of other tools, including GitHub, Slack, and Confluence. This makes it easier for teams to collaborate and share information.Powerful reporting and analytics: Jira provides powerful reporting and analytics features that can help teams track their progress and identify areas for improvement.Large user community: Jira has a large user community, which means that there are plenty of resources available for users who need help or want to learn more about the tool.

Cons

Flexible and customizable: Jira is highly customizable, allowing users to adapt it to their specific workflows and processes. This makes it a great tool for teams with different needs.Great for agile teams: Jira is well-suited for agile methodologies, such as Scrum and Kanban. It provides features like sprints, backlogs, and boards that can help teams manage their work more efficiently.Integration with other tools: Jira can be integrated with a variety of other tools, including GitHub, Slack, and Confluence. This makes it easier for teams to collaborate and share information.Powerful reporting and analytics: Jira provides powerful reporting and analytics features that can help teams track their progress and identify areas for improvement.Large user community: Jira has a large user community, which means that there are plenty of resources available for users who need help or want to learn more about the tool.

Pros

The feature set of Jira is very wide, it is possible to achieve a lot. The ticket management system works, and it is possible to customize it a lot. Custom fields, custom status, sceens shown in transitions, automation rules based on triggers, ...Jira being extremely famous, it has the advantage of being easy to connect to virtually anything: sentry, aws, circle ci, slack, notion, figma, github, ...

Cons

The UI is confusing, slow, and sometime very painful. For instance, for the longest time they did not support the markdown syntax in the text boxes. I consider myself very experienced with Jira and yet, I still get lost. Especially when it comes to managing boards or project or admin settings.

Pros

- Lots of tools in one place
- Integrates well with other apps (especially other Atlassian products)
- UI is clean and user friendly (customizable to a sensible extent)
- Contains useful metrics that are easy to configure and gain reports from
- Has multiple layers of user settings available for custom configuration to correlate to preferred levels of access among agents, customers, etc.

Cons

- Email bounce in frequently fails (bugs?)
- Depth of Jira admin user knowledge required for strong mastery of this app; time consuming to acquire a reliable user knowledge (which is necessary to utilize the app with the least bit of efficiency)
- Help docs, support mechanism unreliable/outdated (needs to be fresh and current to be applicable to present version of app)
- Confusing settings requirements for some user modifications needs (esp. where mapping/editing workflow schemes are concerned)
- Completely inadequate amount of general helps/tutorials available outside of Atlassian (YouTube, Google search, etc. for example) which seems a bit suppressed by design. Atlassian offers extensive training, but at a premium cost.
- Costly for the overall effectiveness it provides, after factoring these negatives along with the user time required to really learn the application.

Pros

The platform offers a wealth of issue tracking features, reports and metrics that make it easy to monitor productivity and identify areas for improvement. In addition, the self-service portal and integrated knowledge base provide end users with useful resources to resolve issues on their own, reducing the support team's workload. Support for process automation is also impressive, enabling the implementation of automated rules and actions to streamline and optimize workflows.

Cons

Despite its many advantages, JIRA Service Management can be complex and difficult for new users to learn. Initial setup and customization takes time and effort.

Pros

- High Control
- Wide choices of features
- Confluence Integration
- Very rich suite of addons on premise version...

Cons

- ...which requires extra costs
- Some features are too basic and pretty much requires addons
- Learning Curve for admin requires effort

Alternatives Considered

ManageEngine ServiceDesk Plus

Switched From

Lansweeper

Pros

It is a software to improve productivity, very good for ticket management, project management, incident management, it is perfect for monitoring and with good functions to improve the productive capacities of the different departments.

Cons

It is a product that the first users cannot use perfectly, but after a light training the user adapts perfectly, also the price is high but totally necessary, since the functions and the results are very good.

Pros

Integration was fairly easy, we use Service Management alongside Confluence, BitBucket, and Jira Software and having it integrate with our Confluence Knowledgebase is really helpful. The automation options are also extremely useful when new tickets are created.

Cons

Jira Service Management isn't the cheapest piece of software to use, third party integrations can be a bit unreliable, having to pay additional subscription fees for third party integrations isn't great.

Alternatives Considered

Zendesk Suite

Pros

JIRA Service Management is fantastic tool as it provides IT service management capabilities, allows businesses to manage IT incidents, problems, and changes. It helps to improve the efficiency and effectiveness of IT operations, reducing downtime and improving service quality. It offers customer support features, to track and manage customer requests and issues which reduces the workload on customer support teams. The amazing feature is, it also includes Agile project management capabilities, which allows businesses to manage projects using agile methodologies, as it increases project visibility, collaboration, and delivery speed.

Cons

Jira Service Management can be slow to load and can sometimes experience performance issues.

Pros

JSD is relatively intuitive and easy to learn without needing tons of documentation. Initial pricing is attractive. A decent plugin community fills some gaps, but be expected to pay on top of the initial JSD pricing.

Cons

Many "obvious" features are either missing or do not work as expected.

For example: in many cases, once an internal user is added to an issue, they no longer receive notification about internal comments. This is completely unintuitive, unexpected, and has caused many people frustration: https://jira.atlassian.com/browse/JSDSERVER-3410

Another example: Email traffic about an issue is *always* public. Do not allow your staff to reply to JSD's emails as customers will also get emailed a copy! https://jira.atlassian.com/browse/JSDCLOUD-3499

The worst part is, despite there being a few years' of discussion, and new comments added monthly by newly-affected JSD customers, Atlassian has no comments on the issues.

In some cases a plugin (more $) can help, but in some cases even the plugin manufacturers can't help as JSD doesn't expose enough info in their plugin API.

Pros

What I did like the most about JSD is the fact that you have a customer portal, a way to track and view your tickets at any time.
You can customize the product to at very last detail without too much trouble.

Cons

The stability of the software can be a sensitive balance after you reach 500.000 issues created on your instance.

Alternatives Considered

Zendesk Suite