JIRA Service Management Reviews

Pros

Jira Service Management tool really help IT teams, customer service teams to manage requests, incidents, problems, changes. It provides customer portal to submit requests and track status.

Cons

Pricing is a bit concern for businesses with limited budgets. Many of the advanced features (such as automation and asset management) require paid plans also limited support for mobile version.

Pros

What I like most about Jira Service Management is its ability to streamline event service requests with customizable workflows, clear prioritization, and real-time status tracking.

Cons

What I liked least about Jira Service Management is its complexity for new users, which can make initial setup and navigation challenging without prior experience.

Alternatives Considered

Reasons for Switching to JIRA Service Management

Pros

Tracking tickets is pretty good.
Email updates are reliable and configurable

Cons

Poor search functionality
Most pages will not update when someone else changes something

Pros

JSM allows customization of workflows to match the needs of your organization. This helps tailor incident, request, and problem management processes. JSM also provides built-in automation, allowing repetitive tasks to be automated, saving time and reducing human error. The platform can scale from small teams to large enterprises, making it suitable for organizations of various sizes.

Cons

Customizing workflows, automating tasks, and configuring the system can be complex for beginners or teams without experience in Jira. It might require dedicated resources for setup and management. JSM can generate excessive notifications, which can be overwhelming for end-users if not properly configured.

Pros

It makes managing IT requests and incidents much more streamlined. The customizable workflows and automation features save a lot of time and help keep everything organized. We have digitalized many workflows across multiple departments not just IT

Cons

The learning curve can be a bit steep for new users, especially when setting up workflows. We went through too much trial and error to get some basic stuff done

Alternatives Considered

Reasons for Choosing JIRA Service Management

Switched From

Reasons for Switching to JIRA Service Management

Pros

I like how customizable it is. You can set up workflows and automate processes to fit your team’s needs. The integration with other Atlassian tools is a huge plus, making it easy to track and resolve issues.

Cons

It can feel a bit complicated at first, especially if you're not familiar with the Atlassian ecosystem. The user interface is not as intuitive as I’d like, and some tasks take more clicks than necessary.

Pros

The thing that I like most about this product is the portal that shows all my open tickets. I can edit the title to have more information to keep track of exactly what that ticket is. I also like how I can organize it to show what I have open vs what the portal has open in terms of tickets.

Cons

There is not much to dislike about my use of the product,, I think the one thing that was nice that is no longer in use is the ability to filter your workload in the filters section. Previously I was able to easily filter my workload to show how much I had gotten done in X amount of time but I am no longer able to do that in the way I had previously.

Pros

Lot of functions so we are able to customize it for our needs

Cons

UX, complicated setup and plugins which doesnt work as expected

Pros

JIRA is a good ticketing system and works well for I/T management - even though I am not in I/T.

Cons

There is a double-edge sword meaning, all of the history stays with it, meaning, the ticket becomes very long, but then again, all the history is long. I also have had problems adding someone to a ticket where they can input.

Pros

- Seamless integration with other Atlassian products, such as JIRA Software and Confluence.
- The interface is intuitive
- Flexibility in configuring workflows and automation
- Customer portal is user-friendly and simplifies the process of submitting and tracking requests

Cons

The biggest downside is that customization, while powerful, can be overly complex for non-technical users. Certain advanced features require a deep understanding of JIRA’s configuration options or even scripting with tools like ScriptRunner.

Pros

The flexibility, all the things you can setup for a project to be tracked here, the board management, workflows, assignments, roles and that fits so great for Scrum teams.

Cons

We are lacking to have a free test cases management in Jira.

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.

Pros

The ticketing system is very easy to use and intuitive.

Cons

While it is very easy to write the description for a ticket and edit it later, it is also highly error prone because anyone could just accidentally click on the description area and accidentally change something in there. However, there's no built-in tool to revert the accidental changes.

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

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

Pros

I like the most that the cross-team collaboration works really good and everyone can stay updated and everyone relevant can request an update whenever needed. And it is helpful for multiple teams (support, finance, engineering and etc), since it can be modified whatever the need is.

Cons

In some cases the product of JSM is not the most flexible and convenient. Still has issues.

Pros

It helps us to organise and better understand the current progress.

Cons

It should support github comments and it would be nice if could integrate github such that task could change progress based on github commits

Pros

Jira Service management tool gives a 360 view of the ticket life cycle. I like the fact that you pick a ticket and find all related tickets or related dependency services being affected by the incidence raised. There is also an easy to find knowledge from it knowledge management repository when resolving an incidence or request.

Cons

I am yet to discover what I least like about it

Pros

The simplicity of the overall software is a huge plus. I didn’t know a company would be better off until I used it. And now I can’t see myself not using it! It’s a simplistic design and very easy to use.

Cons

There’s always an issue when adding bulleted lists! When starting a paragraph underneath it always seems to indent it. Not sure why. But definitely not a deal-breaker.

Pros

- Powerful project tracking: it provides an extensive range of tools and features to effectively manage software development projects, including issue tracking, task assignment, and progress monitoring.- Customizability: The software allows for extensive customization, enabling teams to adapt it to their specific workflows and requirements.- Integration capabilities: it seamlessly integrates with various development tools and platforms, facilitating collaboration and enhancing productivity.- Reporting and analytics: it offers robust reporting and analytics features, providing valuable insights into team performance, project progress, and issue resolution.

Cons

- Steep learning curve: Due to its vast customization options, JIRA can be initially overwhelming for new users, requiring time and effort to fully grasp its functionalities.- Complexity: The extensive features and configurations available in JIRA can sometimes make the software feel cumbersome, especially for smaller, less complex projects.

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.

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.

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.

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.

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