JIRA Service Management

Simple and effective task management software

Comments: It's useful for monitoring progress and coordinating the many tasks that have been delegated. In fact, the tool's progress track can be used to make estimates for the deadlines themselves.

Pros:

We utilize Jira to proactively guard against issues, notify clients when they are discovered, and monitor their progress and enhancements. Having the assignor's identity and that of the assigned person clearly shown also helps establish trust.

Cons:

I had trouble finding older tickets or finding out who else had been assigned to the key I was working on; an internal chat function could greatly benefit those of us waiting for clients to respond to comments.

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

Perfect for small business

Comments: Great customer service, easy to use for a beginner like me

Pros:

Users friendly, perfect for my small business

Cons:

Setting up the service needs more information but with the help it works good

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.

Efficient and Customizable ITSM Tool for Streamlined Workflows

Comments: My overall experience with JIRA Service Management has been positive. It is a powerful tool for IT service management, especially for organizations already using the Atlassian suite. While there are some complexities in initial setup and configuration, once you're familiar with the system, it significantly improves workflow efficiency and collaboration across teams. The ability to integrate with various tools, automate processes, and generate detailed reports adds substantial value to any IT or support team.

Pros:

What I liked most about JIRA Service Management is its flexibility and scalability. The tool allows for extensive customization, making it adaptable to different ITSM needs. Whether you're managing incidents, changes, or service requests, the platform's workflow automation and integrations with other Atlassian products (like Confluence or Bitbucket) make processes much smoother. The SLA tracking and reporting features are particularly valuable for tracking performance metrics, and the interface is intuitive, helping teams stay organized and collaborative.

Cons:

The downside of JIRA Service Management is the learning curve. New users might find it overwhelming at first due to its range of features and customization options. Additionally, while the platform offers a lot of flexibility, setting up these configurations can be time-consuming, especially without technical expertise. Performance can sometimes lag when managing large volumes of tickets or data, which may slow down productivity.

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.

JIRA enhances your management!

Comments: Overall it has been a great resource for our institution. With the seamless tools imbedded in the program, it has enhance our productively and user communication. Our team has had a great experience and new employees find it easy to learn!

Pros:

This product helps our institution track ticket stats and helps us communicate with our customers efficiently.

Cons:

The user interface could use a bit of a revamp. We also noticed that some workflow process could be added to track assets and maintain inventory.

Alternatives Considered: TeamDynamix

Reasons for Switching to JIRA Service Management: The cost of the product was less for what our institution needed

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

Best System out of all

Pros:

Most feature rich ticketing/project system

Cons:

Clunky and slow at times, will freeze up for minutes wen making changes

Great management tool

Pros:

Jira is a very user friendly application. Its utilization for backend communication allows for efficient problem solving.

Cons:

At first it seems overwhelming, but very easy for end user.

JIRA is the best overall Bug & Issue Project Management tool

Pros:

- JIRA is very simple to setup & deploy for beginners & can also be used very effectively by advanced users- Has integrations with other tools- JIRA helps report, manage & track bugs, product features via tickets in 1 place- JIRA has history of tickets, work logs, etc that help document projects & promote overall accountability

Cons:

- JIRA can be expensive for small companies & small teams- JIRA needs licenses for users just to view the JIRA board & tickets

Alternatives Considered: monday.com

Switched From: Google Sheets

Reasons for Switching to JIRA Service Management: We chose JIRA as everyone were familiar with the tool & had prior experience with using it.

Jira - An awsome tool

Comments: Overall a nice experience. It is a very easy tool to learn. It can be scaled up well. It is also quote versatile in usage for Scrum Kanban etc.

Pros:

It is very intuitive. Has got good features like tags , labels etc. which helps to categorize issues well. It helps in reporting as well.

Cons:

Poor help documents especially around JQL

Simple Service Management

Comments: We have been using the JIRA service management for the last 4-5 years to manage our different internal projects and other support requests. It made it really easy to manage those along with the implementation projects and integrate them with other tools with ease.

Pros:

Ease of onboarding and managing different types of support projects

Cons:

We just love this piece of tech and there is nothing specific that we don't like.

One of the best choices for a customer service desk

Pros:

Highly customisable service desk portal, from the fields to the UI. We can set up a new portal in minutes for every new project and easily tie the tickets to our internal Jira Software projects keeping internal and external discussions separate.

Cons:

SLA management should be made easier as well as the reporting options. Naturally the easy integration between the service desk and the software issue tracking system occurs if you are using Atlassian, good luck with other tools.

Alternatives Considered: Redmine and Azure DevOps Services

Switched From: Redmine and Azure DevOps Services

Excellent software for incident and ticket management

Comments: It is a intutive software that has made our incident and ticket management so easy

Pros:

It has made the incident and ticket mangement so easy. Its jntegration witj Zendesk is so helpful

Cons:

The configuration takes a bit of time. If you have not used Jira earlier then learning takes a bit if time.

Jira service mamagent is useful for me

Comments: My total idea is the Best choice for ticket management

Pros:

Usage and crearimg tickets are so easy and have good interface

Cons:

I do not have something bad for jira management

Great Project Management Tool that enables teams to cross collaborate and become efficient

Comments: It is very user friendly, once the adoption and the knowledge of what is trying to be achieved, Tasks become a huge help on a daily project lifecycle

Pros:

The most important part of the Jira functionality is the availability to enable teams to create, update, comment, assign, and establish a clear channel, and expectations that are required to complete a project in an organized and efficient fashion, the feasibility of documenting and creating a project status report based on tasks, pre-defined or project tailored tasks.

Cons:

I believe that graphical interface dashboards would help to be robust, meaning, more detailed information, and the availability to generate clear reports is always useful for clients that don't want to access Jira, and just want an insight dashboard or the Project Lifecycle.

Best Software!!!

Pros:

User-friendly software, Navigate the software with ease.

Cons:

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

Jira is the heartbeat of our company

Comments: Overall, Jira has made our lives more manageable in terms of tickets/issues/projects management.

Pros:

Organises unlike any other management tools for all our needs. A very flexible tool and the ease of integrations with other apps via API is much appreciated.

Cons:

A little bit steep learning curve, but definitely doable after a bit of Jira training/course.

Ideal for issue tracking

Pros:

The high configurability and flexibility allow it to satisfy practically all use cases. The possibility of integrating it with an SCM saves time and allows you to rationalize commits.

Cons:

We would like the possibility of being able to develop configurations and apply them to various projects, as well as not being able to use all the features that are not needed.

Best Management, Strong Monitoring

Pros:

The interface is user friendly. I can follow projects and processes quickly and easily. The findings opened for our outsourcing solution partners are great to view and report. It is clear who does what in the team and the status of the processes can be examined by everyone.

Cons:

I am very pleased with the features and functions I have encountered and used so far. There isn't a feature I don't like.

JIRA Service Management is a complete lifesaver for managing IT service requests and incidents.

Pros:

The customizable workflows and powerful search functionality make it a must-have for IT teams.

Cons:

The learning curve can be a bit steep for new users, and the interface could use some modernization.

Nice platform

Pros:

User interface and the possibility of customizations

Cons:

Dependency on plugins for specific features

Great ITSM

Pros:

Tool with good features and great for tracking tickets. Perfect for collaboration with your teammates. I like the customizable dashboard.

Cons:

As any software of this kind the setup can be complex and difficult for new users.

An amazing tool for project management

Pros:

I really like how much control you have over the phases and hierarchies that might grow inside a single project or task when it comes to team planning. That, in my opinion, is extremely beneficial and necessary for assignments that call for a high level of detail.

Cons:

The fact that JIRA offers so many options and customizations made it a little difficult. It feels extremely slow because there are so many repeating, mainly identical empty fields that must be filled out repeatedly.