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

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

I love the ability to collaborate with development, product and design in one software so we can all see what each other is working on.

Cons

Permissions can be not so obvious and confusing why some things show vs not.

Pros

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.

Cons

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.

Pros

JIRA Service Management is an incredibly powerful IT service management tool that offers an extensive range of features, including incident management, problem management, and change management. I particularly like the integration with JIRA Software, as it allows me to easily manage all aspects of IT projects and services in one place. The customizable dashboards and reports also provide valuable insights into performance and help identify areas for improvement.

Cons

The complexity of JIRA Service Management can be overwhelming, especially for teams new to the tool. Additionally, while the pricing is reasonable for larger organizations, it may be cost-prohibitive for smaller businesses or teams with limited budgets. Some users may also find the interface and navigation confusing at first.

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

Easy use for the agents (help desk consultants) is why we decided on this tool. The ability to connect tasks to our regular projects in Jira Software is another winner feature because it saves a lot of time and allows better communication between teams.

Cons

The major downside to Jira Service Desk is customizing it. I don't know if anyone uses it straight out of the box, but for us, it was necessary to spend a couple of days customizing workflows, screens, and general settings.Another rather annoying thing is the vagueness of the agents' assignments which determines how much we pay for licenses.

Pros

I like that JIRA can be as simple or as complicated as you want it to be. I like that I can customize my dashboard and menus to my own personal liking and needs. It also helps engineers to sync on ticket requirements pretty easily.

Cons

JIRA can be complicated, but it doesn't have to be. I think there is a learning curve if you want to go beyond doing the basics, but I personally like to keep my workflow with JIRA pretty simple.

Pros

JIRA gives us the possibility to integrate other tools like github. This feature has helped our team of developers to centralize all our processes in JIRA and in particular to create tickets (User stories) in JIRA that we can use as a branch with Github

Cons

Jira can be perceived as complex, particularly for users who are new to the tool or have limited experience with project management software. The abundance of features and customization options can make it overwhelming for some users.

Pros

Jira provides a comprehensive and customizable platform for tracking defects where t eams can create, categorize, and prioritize issues with ease. Jira also provides robust reporting and analytics capabilities, which allow teams to have a great overview and metrics related to defects.

Cons

Absence of some functionalities needed for test plan management: - to copy test cycles through the projects (usefull for regression testing)- to delete more test cycles from the test plan at the same time

Pros

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.

Cons

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

Alternatives Considered

Confluence

Reasons for Choosing JIRA Service Management

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.

Switched From

Microsoft Excel

Reasons for Switching to 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

Pros

I find the UI of Jira Service Desk very clean and modern compared to other service desks software on the market. Included with the service desk is a customisable user-facing portal for users to raise tickets in, which proved very popular with staff when raising tickets alongside traditional email tickets. Due to the way Jira splits service desks into different projects, we were able to create service desks for other departments in the organisation which helped improve productivity and workflow. There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!). We found the default setup of Jira Service Desk fit our needs very well, but it is very easy to customise ticket workflows and other features to suit more complex needs.

Cons

For a service desk technician using Jira Service Desk the back-end UI for managing tickets can be a little overwhelming, however this can be fixed by editing the default workflows for tickets to hide not required information and details. The administration settings are somewhat unintuitively set out for system administrators, but once you get to grips with the layout it becomes easy enough to find what you need from the settings page. We found the instructions on the Atlassian website for setting up an external redirect with a custom URL in IIS a little sparse on detail, but a quick trip to the Atlassian forums cleared up any queries we had with the process.

Alternatives Considered

ManageEngine ServiceDesk Plus, Freshdesk and Zendesk Suite

Reasons for Choosing JIRA Service Management

We switched as part of a service contract change which meant our Kaseya service desk which was provided by our MSP was no longer an option. Instead we decided to look at alternative service desk software that could be used for our needs, and as we were at the time considering implementing both OpsGenie and Confluence (which are also Atlassian products) we decided to remain in the Atlassian ecosystem and choose Jira Service Desk.

Switched From

Kaseya VSA

Reasons for Switching to JIRA Service Management

We chose Jira Service Desk as it was one of the few with a pricing model that worked for us; being a non-profit organisation, their free licencing for non-profits was a huge selling point to us. This was coupled with the fact we were at the time considering implementing both OpsGenie and Confluence (which are also Atlassian products) so we felt staying within the Atlassian ecosystem would prove beneficial.

Pros

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

Cons

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

Alternatives Considered

ServiceNow

Reasons for Choosing JIRA Service Management

The cost was too high and we couldn't afford the price for the project budget.

Switched From

Track-It!

Pros

Estimating the team's velocity can be pretty accurate when the users fill in their Story Points and the time to completion. Cards also provide a lot of information, team members can collaborate in the comments section and the ability to create sub-tasks is a big plus.

Cons

Jira can become overwhelming for newcomers, specially if there are no explicit policies on how to use it. Also, when marking tasks as Done, it feels the completion time fields are a bit redundant.

Pros

JSM really doe make things very easy to do from ticket management to full blow products with customisable screens and input. It's worth the money but can get expensive when the whole company decides they want it.

Cons

Really only the price is the con here, it's expensive but worth it. They offer fixed subscriptions which save money but cap users or pay as you go which costs more, but users can be added and removed ad-hoc.

Pros

Newbies to JIRA Service Desk can get a service desk project up and running in less than 30 minutes. If your organization is already using JIRA for issue tracking, then having a help desk with Service Desk is a no brainer. It allows you to integrate software teams and IT teams better within the same ecosystem.

The benefit of JIRA Service Desk, when compared with other help desk tools, is the customizability of your workflow. You can set up a workflow to be simple (with Open > In Progress > Closed statuses) or complex (with other statuses like On Hold or Waiting for Customer).

SLAs are highly configurable, with the power of JIRA's JQL functionality. So one can conjure up a query to fit their SLA needs. With the addition of custom fields, a Service Desk administrator can create fields to capture important information to streamline the help desk process.

Having Confluence also provides more benefits in which you can integrate an existing knowledge base space to a help desk project and self-serve your customers.

Finally, being in the Atlassian ecosystem enables you to add additional functionality and enhancements with the use of Apps. There are close to 1500 apps available for JIRA, and many are constantly updated by the app developers.

Cons

Administering JIRA Service Desk (and JIRA in general) can be daunting for a new user. With a number of customizations that one can do in a JIRA application, there will come a time where there can be a performance impact on the environment if the application is not governed well.

The Customer Portal (customer facing interface) is spartan in terms of customization. You can only customize so much, but it is limited in terms of branding it to suit your company's design specs.

Pros

User friendly, easy to learn, integrates well with Atlassian eco system, roles based access control, licensed based on service agents

Cons

Dashboard and reporting gadgets can be improved further to provide better trend reports for the incidents, marketplace plugins can become overwhelming.

Alternatives Considered

ServiceNow

Switched From

Freshservice

Reasons for Switching to JIRA Service Management

Better pricing and Atlassian ecosystem

Pros

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.

Cons

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.

Pros

Jira Service desk works great. We use it in a media company in all of the service departments to track requests from Media ingest, to graphic requests, to crew requests. Our producers can easily log in from anywhere and fill out customized forms for the type of service they are looking for. The department gets the request in seconds and can start fulfilling it right away. In a fast pace news world, this allows us to get what is needed for broadcast air done fast while keeping track of all the work we have to do.

Cons

There are some features that you would think would come right out of the box with jira service desk that doesn't. The only way to get them is to buy a plug-in from their market place. Some features that we would like to see is having the requester see who is assigned the order & allow them to request updates to their requests.

Pros

Jira Service Management is highly customizable, with a wide range of configuration options, add-ons, and integrations available. We create tickets on daily basis and also link it with confluence documents to track our workflow and tasks. Since its cloud based tool collaboration features, including real-time chat, comments, and status updates, making it easy for teams to work together. We also use to track performance and identify areas for improvement.It helps our team to automate routine tasks, such as ticket routing and notification, which can save time and improve efficiency.

Cons

Sometimes integration becomes difficult and also the company can solve this issue by providing video guides which can help the user to understand easily.

Pros

Ticket management has been a breeze for our teams as we were lacking one stop solution for all out team other than dev teams, every colleague in out company can now get their issues resolved as per there query and doesn't require any manual intervention.Its easily integrable with. JIRA so are teams can link tickets in case of any enhancement. The UI is quite simple and easy to use.

Cons

The initial setup was a little cumbersome due to multiple rules which we needed for our business, other than then there are no issues!

Alternatives Considered

Zoho Desk

Pros

Jira allows us to track individual issues across the organization accurately by assigning unique identifiers. It allows us to effectively manage our issues using groupings(epics), Releases, and sprints.

Cons

Starting new projects on the SAAS is a bit tricky to get it to match older configs you are interested in as it is geared towards kickstarting new users.

Alternatives Considered

GitHub and Asana

Pros

Jira has very useful tools for managing projects, in my opinion you exploit its advantages when they are big teams, its main advantage is the follow-up to the development and progress of the projects, the errors that arise during the development process and the management operational, it helps you see more, to improve development times and correct errors for your next project, also has free trials so you can enjoy its benefits.

Cons

The truth is that it is a very complete program, but I think your biggest benefit is when you are big projects, if you are a small team I think other tools will be better suited, besides the price is a bit high.

Pros

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.

Cons

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.

Pros

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.

Cons

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.