Enhanced user support with increased productivity from task management
What is our primary use case?
We use JIRA for user support, specifically first-level user support.
Additionally, we use it to plan project steps. With the Carbon dashboard, it is possible to break the project into multiple steps. You can review what is done, what is set to be done, and what has been completed during the predefined time slots. For ITSM processes, we primarily use it for access processes.
We also utilize its automation capabilities, such as automatically creating JIRA tickets from monitoring tools during batch execution errors.
How has it helped my organization?
JIRA allows us to easily monitor what the team is doing and which subjects team members are working on. The dashboard feature enables us to see task statuses and facilitates task management through drag-and-drop functionality. This has improved our productivity by making it easier to track tasks and team activities.
What is most valuable?
The most valuable feature compared to JPS is that JIRA is focused on user support and project management. It is easy to communicate with end users through the application, and for specific tasks, it's possible to break them into smaller tasks and link them together. Features like the dashboard and drag-and-drop functionality for updating task statuses make it user-friendly.
The ability to create a Deep Bucket branch or link tasks from JIRA to another JIRA is also beneficial. Automation capabilities allow for automatic ticket creation using monitoring tools.
What needs improvement?
It would be beneficial if we could turn comments into subtasks or other JIRA tickets directly. If this feature could be added, it would enhance the user experience.
For how long have I used the solution?
I have been working with JIRA and ServiceNow for the past three years.
What do I think about the stability of the solution?
In our environment, JIRA is very stable. We have different JIRA instances for testing, and with our architecture, the application remains stable except during major changes or updates. Daily operations are smooth and fluent.
What do I think about the scalability of the solution?
As an end user, I find it difficult to comment on scalability. However, our dedicated deployment team manages the architectural aspects to ensure scalability.
How are customer service and support?
I have not had any interaction with JIRA's technical support, so I cannot comment on their customer service.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
Previously, I worked with GLPI for about six years before switching. I stopped using GLPI because I changed jobs and moved to a position that uses JIRA and ServiceNow.
How was the initial setup?
From my point of view, as an end user, the initial setup was slightly challenging due to the new user interface compared to GLPI. However, over time, it became more user-friendly, and I discovered many good options.
What about the implementation team?
A dedicated team focuses on maintaining the JIRA infrastructure. When new options are needed, they evaluate and include them, making the experience better for end users.
What was our ROI?
We have seen improvements in productivity since it is easier to understand team activities and task statuses through the JIRA dashboard. Comparing task management features, JIRA significantly outperforms GLPI.
What's my experience with pricing, setup cost, and licensing?
I do not have information about the pricing or licensing cost of JIRA. The last time I checked, there was a cloud version available for subscription.
What other advice do I have?
For a small enterprise or team, GLPI may be a suitable option due to its free version. However, for a larger, more stable, and highly improved solution, I would recommend JIRA. I'd rate the solution eight out of ten.
Handle and track service requests, incident,problems,changes and assets all in one platform
What do you like best about the product?
It's provided IT Service Desk and customer support also HR management
What do you dislike about the product?
Complexity and learning curve
Overhead for smaller teams
What problems is the product solving and how is that benefiting you?
Solved problem like unorganised service requests
Slow incident response
Jira Service Management!
What do you like best about the product?
Once built, it offers so many ways to automate and makes everything flow so much better and alerts all interested parties.
What do you dislike about the product?
When I first started using it, I strugged to optimize it for myself.
What problems is the product solving and how is that benefiting you?
We use it collect any EHS concerns, near-misses, incident etc.
It has helped a lot to organize us internally within the company.
What do you like best about the product?
What I like most about Jira Service Management is its ability to efficiently manage service requests and tickets. The integration with other Atlassian products and its powerful automation capabilities significantly enhance team productivity.
What do you dislike about the product?
What I don't like about Jira Service Management is that its learning curve can be quite steep for new users. Additionally, some of the advanced configurations can be complicated to implement without additional technical knowledge.
What problems is the product solving and how is that benefiting you?
Jira Service Management addresses issues such as disorganized ticket management and lack of visibility in service requests. Its centralized structure and automation capabilities improve efficiency, reduce resolution time, and ensure better communication between teams, thus benefiting productivity and customer satisfaction.
Useful to manage workloads, reports, and for tracking
What is our primary use case?
I use the solution in my company as it is a good project management tool.
What is most valuable?
The tool's ticketing is very good. It uses an agile methodology for delegating tickets, workload, reports, and tracking.
What needs improvement?
The product does not allow customization of reports. Only specific out-of-the-box reports are available, so you cannot customize reports very easily, which is a drawback. It is meant for some complex environments, making it a tool that is not easy to use. You need to get a minimum amount of training on the system to be able to use the product.
For how long have I used the solution?
I have been using JIRA Service Management for seven years. I am a user of the solution.
What do I think about the stability of the solution?
The tool's stability is very good.
What do I think about the scalability of the solution?
The product is scalable only if you purchase the premium license for the tool.
How are customer service and support?
The solution's technical support is good. I rate the technical support a nine out of ten.
How would you rate customer service and support?
How was the initial setup?
The product's initial setup phase is complex since it cannot be managed without vendor support.
For deployment, the packages are not readily available for download. One has to purchase the license to be able to use the product, making the complex process for which support should be made available from JIRA Service Management's team.
The solution can be deployed in less than an hour by one person.
What about the implementation team?
Vendor support is required to take care of the product's deployment.
What was our ROI?
In terms of the tool's ROI, I feel everything is good. With the use of the tool, one can save a lot of manpower and time.
What's my experience with pricing, setup cost, and licensing?
It is a cheaply priced product.
What other advice do I have?
The automation capabilities of the product are limited. You cannot integrate with each and everything. Within NetSuite and Confluence, JIRA Service Management's integration capabilities are easy to manage, but with some other tools, it can get complex.
The product is not easy to integrate with other tools.
It is easy to integrate the product with the AI part. AI helps with tracking purposes, management purposes, reports, and project execution. The tool is used a lot, making it a very useful product.
My company uses JIRA Service Management to collaborate with Confluence.
I believe it is a complete package and one of the best project management tools in the market.
I rate the solution a nine out of ten.
Useful for some basic ticketing, mostly self service/Build it yourself product.
What do you like best about the product?
Integration with other JIRA products in your instance.
What do you dislike about the product?
Unlike other SM product it barely provides any typical configure for processes. It is virtually all build it yourself. Add to that that there are significant limits to the development capabilities and it really makes it a niche product for those already using Atlassian products and minimal ITSM needs.
What problems is the product solving and how is that benefiting you?
Early on to say as we are still preprod. I see that the support for schema flexibility will work out well.
Jira Service Management: User experience
What do you like best about the product?
Jira Service Management is easy to use, user can easily navigate through the projects and can see the boards.
It can be integrated with project management tools like bitbucket, confluence, which helps to keep track of project status, issues etc.
It is easy to implement with existing project through which product manager can keep track of every task.
What do you dislike about the product?
Due to its complex implementation and vast number of users it can lead to bad customer support experince.
As it has high frequency of users it can lead to poor response time.
What problems is the product solving and how is that benefiting you?
Jira Service Management smoothens the process of creating ticket, assigning them to users and keep track of it.
Major feature includes issue/bug tracking , it helps to keep track of bugs and also lessens the miscommunication between co-workers.
User can create Workspace/ Projects and keep track of the project.
Very flexible for tickets but not self service
What do you like best about the product?
* Excellent JIRA integration as you'd expect
* Very flexible workflows and ticket setup
* Powerful system
What do you dislike about the product?
* Poor thought around customer UI
* Feature set of self service portal is v weak
* Feels unfinished
What problems is the product solving and how is that benefiting you?
* Provide self service ticket management to customers
* Manage internal ticket flow
Amazing product solving problems for development team for years
What do you like best about the product?
Jira makes it easier for peoject manager to track project which are cross functional in nature to delivered by multiple teams. It's getting simpler to use day by day. I have been using it from last 8 years every working day.
What do you dislike about the product?
It gets really hard if there are several team managed projects and you will find it really difficult to track progress as the epic doesn't overlap across different projects in jira
What problems is the product solving and how is that benefiting you?
Tracking of cross functional projects. It gets easier to use especially when you large scale of teams in the organization
User-friendly and can be used for change of management
What is our primary use case?
We are using JIRA Service Management for change of management.
What is most valuable?
JIRA Service Management is a very user-friendly solution.
What needs improvement?
JIRA Service Management could include more AI features.
For how long have I used the solution?
I have been using JIRA Service Management for one year.
What do I think about the stability of the solution?
JIRA Service Management is a very stable solution.
I rate the solution an eight or nine out of ten for stability.
What do I think about the scalability of the solution?
Around 50 users are using JIRA Service Management in our organization on a daily basis.
I rate the solution an eight or nine out of ten for scalability.
What other advice do I have?
I would recommend JIRA Service Management to other users.
Overall, I rate the solution an eight or nine out of ten.
