I'm currently using JIRA Service Management for project management, specifically for communication with different tech tools and providing services for our product. It is mainly used within the research and development department, governed by product managers and service managers in operations.
Jira Service Management
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Jira Service Management is the best
What do you like best about the product?
The interface is straightforward, making it simple for everyone to find what they need without getting lost.
What do you dislike about the product?
Setting up workflows and customizations can be time-consuming and sometimes confusing. sometimes i feel like it require a developer to do that
What problems is the product solving and how is that benefiting you?
It was hard to keep track of service requests, now Jira organizes everything, so we can respond quickly and nothing slips through the cracks.
Jira Service and project management
What do you like best about the product?
Streamlined project management as well as queue management
What do you dislike about the product?
Notification settings on Jira when new tickets are created. Being browser based you manually have to refresh in order to see any changes to the lobby
What problems is the product solving and how is that benefiting you?
Service desk and ITSM split to streamline ticket queries appropriate for support teams as they have been configured
Enables customized real-time communication but requires UI improvements
What is our primary use case?
How has it helped my organization?
It provides real-time updates to all the stakeholders, which is the best aspect of the service. It offers the opportunity to create customized communication and service tracking, allowing for more precise real-time changes.
What is most valuable?
JIRA Service Management provides real-time updates to all the stakeholders. It also offers the opportunity to create customized communication and track services, enabling more precise real-time changes and a customized version.
What needs improvement?
The platform should be more user-friendly. JIRA's user interface needs training to understand and utilize. There is a need to limit the information in one window to avoid overwhelming users with unnecessary data.
For how long have I used the solution?
I've been working with JIRA Service Management for about two to three months.
What do I think about the stability of the solution?
I would rate the stability a seven. There should be more governance for permissions and more options for customized access without frequently involving the admin.
What do I think about the scalability of the solution?
I would rate scalability as eight or nine. It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
How are customer service and support?
I communicate with technical support monthly, but they provide the same information available online. I would rate them a five.
How would you rate customer service and support?
Neutral
How was the initial setup?
The initial setup is complex. It's rated at a seven. Too much information is presented at once, leaving room for simplifying and customizing views.
What about the implementation team?
I primarily handled the implementation, utilizing available videos and documentation for setup and understanding.
What's my experience with pricing, setup cost, and licensing?
Pricing seems slightly expensive compared to others but offers solutions on the AWS level, which could justify the cost. I would rate it a seven on the expensive side.
What other advice do I have?
New users should consider tools that are not only feature-rich but also easy to use. Many providers offer robust features, so the ease of use should be a deciding factor. I would rate JIRA Service Management a seven overall.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Offers free features but limited support and integrations
What is our primary use case?
We use it primarily for test case management and raising bugs. It is a centralized tool that we use to track test cases, integrate with automation, and manage bug fixing.
What is most valuable?
The most valuable feature of Jira is that it is free of cost, which is a significant advantage. Bug raising is easy, and integration with other tools is straightforward.
The centralized feature allows us to track test cases and integrate with automation and bug fixing.
What needs improvement?
We faced challenges with integration for different frameworks like TestComplete. The support we received was not fully provided at that time. The free version of Jira does not have many features. AI features for integration, test case scheduling, and requirement management could be enhanced.
For how long have I used the solution?
We have been using it for two to three years.
What do I think about the scalability of the solution?
In the initial period, only 25 team members were using it, and it worked for us without requiring changes.
How are customer service and support?
The support provided at that time was not fully sufficient.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
We used Team Foundation Server, now known as DevOps, after we stopped using Jira due to the availability of licenses and the needs of our clients.
What's my experience with pricing, setup cost, and licensing?
We used Jira's free version for some time, and we used it as an offline service without communicating with the Jira team regarding the license.
What other advice do I have?
I'd rate the solution six out of ten.
Not my favorite Csm app, but solid.
What do you like best about the product?
Easy to navigate. Sharing across multiple teams is crucial in roles like mine, and I'm able to manage all of my tasks with ease.
What do you dislike about the product?
There is a learning curve. I feel better onboarding and training can improve the process
What problems is the product solving and how is that benefiting you?
It keeps my service level tickets seamlessly linked to my projects and dependencies. Improves communication cross functional
VP of Marketing
What do you like best about the product?
Easy to setup, easy to use to route requests for each functional group within Marketing
What do you dislike about the product?
Setting up the right framework for Jira initiatives, objectives, epics and task are aligned for Dev & IT construct as opposed to marketing teams.
What problems is the product solving and how is that benefiting you?
The ability to manage Marketing. request for the entire organization.
Effective ticket management and workflows with valuable Kanban board
What is our primary use case?
What is most valuable?
Apart from ticket management and workflow, the Kanban board is one of the helpful tools in Jira.
What needs improvement?
There should be some AI integrations now as AI is in the picture. One should have some risk analysis done and auto code analysis done on the ticket.
For how long have I used the solution?
I have been working with Jira Service Management for almost three years now.
What do I think about the stability of the solution?
There are not really any issues. It is pretty much easier to use.
What do I think about the scalability of the solution?
Scalability is good. I can rate it as eight out of ten.
How are customer service and support?
My leads have reached out to customer support.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I have used ServiceNow. It depends on the clients. Some clients use ServiceNow, so we have to use it.
How was the initial setup?
I have never dealt with the initial setup as it is done by the client side.
What about the implementation team?
My lead handles the deployment.
Which other solutions did I evaluate?
I have had experience with ServiceNow.
What other advice do I have?
Users should use the end-to-end tools related to project management. It is very useful in project management.
I'd rate the solution nine out of ten.
Helps with time management and team management of the new tasks
What is our primary use case?
We upload the tasks for the team, working with them, and they know the status of the tasks.
How has it helped my organization?
It helps with time management and team management of the new tasks.
What is most valuable?
The status of the tasks and the ability to assign any task to any person are valuable features.
What needs improvement?
It should be easier to log in. When I first tried to log into Jira, I faced issues accessing my company account.
For how long have I used the solution?
I've been working with Jira Service Management for the same duration as Wazoo, which is about three months.
What do I think about the stability of the solution?
I would rate the stability a nine out of ten.
What do I think about the scalability of the solution?
All of the teams in the company love Jira.
How are customer service and support?
I didn’t need to call customer support.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I didn't work with other log management tools before, but I know some information about platforms like Splunk, IBM QRadar, and others.
How was the initial setup?
For Jira, the setup is good. It is an eight out of ten.
What about the implementation team?
I was not involved in the implementation.
Which other solutions did I evaluate?
I did research about platforms like LogRhythm, Splunk, and IBM QRadar.
What other advice do I have?
I recommend Jira Service Management. It helps with time management and team management of the new tasks.
I would rate it a nine out of ten.
Customized workflows and out-of-the-box offerings to elevate incident management
What is our primary use case?
We use Jira Service Management to open support tickets, follow up on those tickets, and monitor the work log. We also perform some report filtering to follow up on outstanding issues. We utilize Jira Service Management's features to track the status and use customized workflows for incident management.
How has it helped my organization?
Jira Service Management allows us to customize dashboards to retrieve real-time data. By defining filters based on different customer types and service types, we can monitor and manage incidents effectively. This high level of customization aids in decision-making and increases visibility in tracking issues.
What is most valuable?
We have found the issue type feature particularly valuable, as it provides an out-of-the-box solution that aligns with our needs. We also appreciate the ability to customize the status workflow, surface type, and associated features, offering us high flexibility and visibility.
What needs improvement?
There is room for improvement in the user interface and the queues. Currently, the queues, which list all issues, do not allow resizing of columns and appear primitive compared to filters. Enhancing the queue interface would align it more closely with the sophisticated filter reports.
For how long have I used the solution?
We have been using Jira Service Management for one year.
What do I think about the stability of the solution?
Jira Service Management's stability is very high. We have not experienced any downtime, which ensures uninterrupted operations. The performance is excellent, contributing significantly to our IT operations.
What do I think about the scalability of the solution?
The solution is highly scalable, allowing customization and usage across different platforms, such as desktop and mobile. We haven't yet explored all features, such as allowing users to submit their tickets, so there is plenty of room for scalability in the future.
How are customer service and support?
The customer service and support provided by Jira Service Management are excellent. During my setup, I encountered difficulties, and the support team responded very fast and was very helpful in resolving my inquiries.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
Previously, we did not use any different solution for these use cases.
How was the initial setup?
The initial setup of Jira Service Management is rated a five. There is a learning curve that needs significant time investment to understand and configure the system. However, once the platform is understood, usage and configuration become much more straightforward.
What about the implementation team?
I handled the deployment process myself. Our team of six users, including myself, required involvement during the setup phase.
What was our ROI?
Jira Service Management offers high ROI due to its subscription basis and cost-effectiveness. It does not require installing a server, as it is cloud-based, further enhancing its value.
What's my experience with pricing, setup cost, and licensing?
The pricing for Jira Service Management is reasonable and not expensive. It feels fair because there are opportunities for discounts through resellers.
Which other solutions did I evaluate?
We did not evaluate other solutions because the decision to use Jira Service Management was made by my boss.
What other advice do I have?
The most time-consuming part of the setup process is learning how to customize workflows. It is crucial to thoroughly read and understand all documentation and materials provided, which significantly aids in setting up and customizing the platform.
Jira Service Management - Review from a user and active partner of Atlassian
What do you like best about the product?
What I like most about Jira Service Management would be the possibility of being able to use the workflow designer that is included in the tool and being able to design the workflows that I need according to the area of my company. Added to that is the number of add-ons that Atlassian has to be able to integrate third-party software such as SAP or also interesting functions such as Gitlab or OpsGenie.
What do you dislike about the product?
I think Jira's weak point is ease of use. It is a tool that has a fairly slow learning curve and is not as intuitive for users who are not in the Technology environment. Added to that, their IT asset manager is not that good.
What problems is the product solving and how is that benefiting you?
Jira service management helps us to have general visibility of the requests that the different areas of my company have, as well as all the time that each agent invests to resolve these requests. It also helps us to have a request center for the company's external clients to whom we provide support.
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