JIRA Service Management Reviews

We track incoming work with Jira Service Management

Comments: I prefer Jira Service Management because it is very similar to Jira software; If you are familiar with Jira software, you will have no problem using this one. Concise but effective.

Pros:

First of all, Jira allows us to manage customer support requests in an organized way. They can be tailored to individual squads and relatively easily monitored. All relevant details can be stored in one location in a Jira request. Jira is an easy-to-use tool and request tracker for teams, with features including customizable dashboards, access permissions, and time/effort monitoring.

Cons:

Inadequate translation of Jira Service Management into other languages is one of its biggest drawbacks, as it results in an unnatural hybrid between English and the selected language.

Jira used by a system engineer

Comments: Overall, JIRA Service Management is powerful and customizable, but has a complex setup, steep learning curve, and can be costly.

Pros:

Seamless JIRA integration, customizable workflows, advanced automation, user-friendly interface, robust reporting, scalable, SLA management, and extensive third-party integrations.

Cons:

Complex setup, expensive for small teams, slower with large data, steep learning curve, and overwhelming customization for non-tech users.

Alternatives Considered: Zoho Projects, MeisterTask, Zoho Desk, monday.com and Wrike

Switched From: ActiveCollab

Reasons for Switching to JIRA Service Management: Easy to use, cost effective and they gave discount plus many many more benefits

Great sofware and easy to use

Comments: The customer portal is easy to use, Customers can submit requests, track ticket statuses. Automation and integration with other software is helpful

Pros:

Automation ability to streamline a number of tasks, tickets management

Cons:

Reporting and dashboards needs some improvement and ability to customize will help

Jira is a good tool but need to know the limitation

Comments: The ITSM offers a high-quality service and a competitive price compared to other tools. However, it requires a skilled implementation partner for a successful deployment. This tool also needs ongoing support and maintenance to ensure optimal performance. It is not advisable to rely on a short-term professional service during deployment without continuous support/improvement.

Pros:

Jira's ITSM module is user-friendly and intuitive. You don't need much training to master it. One of the features I appreciate most is the ability to mention other people with @ in the comment section and keep them updated on the ticket status.

Cons:

The IT asset management module is very complex and requires a lot of configuration to enable the basic features. The out of box feature in this module was not useful for my purposes. I had to set up the IT asset classes from the schema level, which was time-consuming and tedious.

Good but needs integrations to look better

Pros:

Managing projects in service management is easy & integrating various applications into it is seamless

Cons:

A bit confusing at first, roles seem jumbled at first glance & service management itself is a bit ugly when looking at it externally

Alternatives Considered: Zendesk Suite

Reasons for Switching to JIRA Service Management: JIRA was already integrated so it was the easier choice

Jira Service Desk Management

Comments: Overall I have been using Jira Service Mangement for 6 years and I love finding about new features and integrations.

Pros:

I like the analytics and incident management part of the Jira service desk management and of course the ease of locating tickets and updating them.

Cons:

I feel like JQL is necessary for important searches which not everyone has experience with.

Top of the market

Comments: Overall, Jira has many integrations and way tu automate in-house processes. Second to none.

Pros:

Jira is standard of IT industry for managing effective development and connecting it to other teams in the company.

Cons:

Jira can be sometimes complicated which is expected considering the amount of feature it needs to handle complex business processes.

Alternatives Considered: monday.com and Asana

Reasons for Switching to JIRA Service Management: More features required for effective development.

Review from a user

Pros:

JIRA is the most useful tool for my remote team. I love that I get a bird's eye view of the items and statuses of what my team is working on. I am able to get a quick summary of the items that will make this month's sprint. It also makes collaboration easier as the system promotes ownership, accountability, and progress.

Cons:

I wish we can assign more than one user to a card or assign a whole team.

The best tool for Helpdesk which works seamlessly with Jira

Comments: My team enjoys this tool a lot and we surely feel this is the most suited tool for the workflow we have. Highly recommend for helpdesk in IT

Pros:

Works so well with a support email ID to collect client helpdesk issues, and even link them to development (IT project) tickets

Cons:

Perhaps the dashboards can be easier and more insightful, for checking workload, number of issues managed per staff member etc

Alternatives Considered: Zendesk Suite

Reasons for Switching to JIRA Service Management: Since we have a lot of helpdesk tickets that may translate into a product feature, or enhancement or bugs that can be forwarded to the IT development team, we wanted to use something that syncs with JIRA very well

JIRA Service Management has simplified our ticket management and improved team communication.

Pros:

The customizable workflows and easy integration with other systems are huge benefits.

Cons:

The user interface can be overwhelming for new users, and the learning curve is a bit steep.

JIRA keeps us on track

Comments: Overall, very happy with what we get from the JIRA platform. It's fast & intuitive to keep our teams aligned.

Pros:

I love using JIRA as a PM tool. It makes our ability to communicate laterally in the org much more streamlined.

Cons:

This may be more of an internal "how we implement" the tool, but crossing into other depts boards or tickets is a hassle since even viewing requires an access approval.

JIRA Service Management Review

Comments: Overall, usage of this tool helps a lot for task managment.

Pros:

What I like the most about Jira is the management of tasks. You can monitor real-time the tasks assigned to you and work on them.

Cons:

When you have lots of tasks it can be overwhelming to look but priority system can help manage and organize the tasks that was created.

JIRA : Hero of Project Management Tools

Comments: its a great experience using JIRA and I would recommend it to use .

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

Good for Product Companies not so good for Support

Comments: It is a Jack of all trades, Jira can thrive in the right hands if you have for example a few teams working in a Nexus Framework or even lower tier Scrum/Kanban/Scrumban this tool has it all , you can setup Kanban boards within minutes , access structure can also be tailored to fit a specific team need , whether it is to give full permissions to a developer or tech lead or just read access to a stakeholder.My experience with Jira is a positive one however I only give it 8/10 for price and for utilizing it in SD Environments.

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

Jira Service Management

Pros:

Good tool for managing task progress in a project

Cons:

There's a learning curve associated with using Jira service management.

User Friendly Work Management Tool

Pros:

JIRA is very useful to use while compared to other tracking tools. It helps us to track the issues and progress assigned within the different teams. You can also filter the stories assigned to us that helps you monitor on track !

Cons:

I don't have any major dislikes about JIRA Service Management.

Best Software!!!

Pros:

User-friendly software, Navigate the software with ease.

Cons:

I could not thing I like least about JIRA Service Management.

Very Organized and Easy to User

Comments: Over experience is very good , once setup it very easy to use and track all issues.

Pros:

It is very easy to use even for a new person. Very easy to track tickets and Overall Project status. Easy to get notification and ticket assignment.

Cons:

When total number for ticket to be tracked is very high it feels little slow to respond. and also for non technical team it can be little tricky to setup initially.

IT Service Management correctly embedded into Jira

Pros:

Jira Service Management implements ITIL-based functions that work very well and are easy to implement for a company of any size.

Cons:

The learning curve for users used to working with Jira Software is important to keep in mind. Jira Service Management has some particular functionalities that are different from regular Jira Software projects.

Nice ITSM solution with ITIL Practices

Comments: Robust and costumizable itsm solution adaptative for all organizations

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.

Great to for work management and yracking

Comments: Great tool. Every company should use it.

Pros:

Brilliant tool. Bug free. Give nice reports. Love the querying tool to extract data.

Cons:

None. I haven’t heard of any other software doing that great job as jira.

Great enterprise solution for larger organizations

Pros:

Flexible and scalable. Jira Service Desk can be customized to meet the needs of organizations, from small businesses to large enterprises.Fairly Easy to use. Jira Service Desk is a fairly user-friendly tool that can be learned by both technical and non-technical users.Strong security features. Jira Service Desk offers a variety of security features to protect sensitive data, such as two-factor authentication and role-based access control.Powerful SLA supportCustomizable queuesAutomated request managementReal-time reporting

Cons:

Can be complex to set up. Jira Service Desk can be a complex tool to set up and configure, especially for large organizations.Can be expensive for large organizations. The cost of Jira Service Desk can be high, especially if they need to purchase additional licenses.Not as feature rich as some other ITSM solutions. Cumbersome platform for small teams1

Nice Dashboard and sprints management

Pros:

The possibility to create a Dashboard to manage your task and perform the specific Sprints for each ativity

Cons:

The lack of possibility to integrate with sharepoint domain.

Good tools for devops

Pros:

custimized dashboard which enable to focus on what I intersted

Cons:

Some working flow is not flexsible for me， not sure whether it is a configuration issue or not？

Cumbersome and slow, but no challenger

Comments: We're using Jira to manage our tickets and it works well. There are solid alternatives and competitors in the field, so I'm not sure for how long we'll keep using jira.

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.