JIRA Service Management

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.

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

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

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

Reasons for Switching to JIRA Service Management

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.

Pros

Perfect tool to keep track on the request and make a bridge with the developer team. Able to edit content , know the progress , discuss the issues are quite easy and effective with Jira.

To see the histories of JIRA and to link the related issues it's all good.

Cons

Jira is somehow costly for small orgs. Little bit complicated platform with excessive options.

Pros

Helps keep requests organized
Customizable SLAs
Satisfaction Surveys

Cons

Not as many tools like prioritization or a dashboard for stakeholders
For people to see internal comments, they need to be an agent and an agent is a paid user

Pros

Most widely used tool for business analysis and documetation issue tracking. Almost a standard worldwide.

Cons

Hard to customize and slow in changing interface to be more user friendly

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

It was easy to configure and use. Managing the tickets is straight forward and intuitive. The UI was well thought out.

Cons

There isn’t a comprehensive user community or help documentation compared to products that have been in the industry longer.

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

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

The program helps develop the right communication procedures, and this helps in ticket management

Cons

JIRA Service gives the right communication, and nothing that limits its efficiency.

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

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.

Pros

Effective Resource management
Effort tracking
Dashboard
Resource Assignment

Cons

more visual analytics would help in easy assessmement

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

It is easy to follow up on ongoing projects

Cons

The only thing that could be better is that the job filter has to be reapplied every time you move in or out from a ticket but it's not that much of a big deal.

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.

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.

Pros

The platform offers a wealth of issue tracking features, reports and metrics that make it easy to monitor productivity and identify areas for improvement. In addition, the self-service portal and integrated knowledge base provide end users with useful resources to resolve issues on their own, reducing the support team's workload. Support for process automation is also impressive, enabling the implementation of automated rules and actions to streamline and optimize workflows.

Cons

Despite its many advantages, JIRA Service Management can be complex and difficult for new users to learn. Initial setup and customization takes time and effort.

Pros

JIRA Service Management is a powerful tool that enables teams to customize workflows, processes, and reports according to their unique requirements. It seamlessly integrates with JIRA, allowing teams to easily switch between project and service management workflows while sharing information. The collaboration capabilities of JIRA Service Management are exceptional, as teams can use comments, usernames, and attachments to communicate with each other, ensuring that everyone is up-to-date on critical updates. Automation is another impressive feature that saves a team's time and improves efficiency. Teams can set up automation to automatically route tickets to the appropriate team members, send customer notifications, and update ticket status.Furthermore, JIRA Service Management provides comprehensive reporting and analytics capabilities to help teams track essential metrics and identify areas for improvement. Reports can track response times, resolution times, and customer satisfaction scores, among other things. JIRA Service Management is an invaluable tool that streamlines service management processes and enhances customer satisfaction.

Cons

Limited Mobile App Functionality: While JIRA Service Management offers a mobile app, some users have reported its limited functionality compared to the desktop version. This limitation can make it difficult for teams to manage service requests on the go.

Pros

JIRA Service Management offers robust reporting and analytics capabilities, providing insights into support team performance, ticket trends, and customer satisfaction levels. These metrics help organizations identify areas for improvement and make data-driven decisions to enhance their support processes.

Cons

Due to its extensive functionality and customizable nature, there can be a learning curve associated with mastering JIRA Service Management. Administrators and users may need time to understand the platform's features and optimize its use for their specific requirements.

Pros

The benefits to use Jira are surely the ecosystem of Atlassian programs and tools.Moreover Jira it's easy to use, for example, creating a task takes you 5 minutes

Cons

One of the things I didn’t like it's the task observation function because often I create different views for release but if I observe a task Jira shows it in all views, but I don't want it

Pros

Easy use for the agents (help desk consultants) is why we decided on this tool. The ability to connect tasks to our regular projects in Jira Software is another winner feature because it saves a lot of time and allows better communication between teams.

Cons

The major downside to Jira Service Desk is customizing it. I don't know if anyone uses it straight out of the box, but for us, it was necessary to spend a couple of days customizing workflows, screens, and general settings.Another rather annoying thing is the vagueness of the agents' assignments which determines how much we pay for licenses.