Tuotteen JIRA Service Management arvostelut

Probably the top program for managing projects

Kommentit: Jira is a sophisticated and flexible project management solution with a wide range of applications. Jira's strengths lie in the depth of its task management features, the breadth of its integrations, and the depth of its reporting and analytics tools, all of which contribute to the program's capacity to help you better understand your projects and teams.

Hyvät puolet:

To accommodate the fact that various people have different ways of doing things, this user interface may be easily altered to fit individual needs. Jira makes it simple and quick to design and implement unique workflows and rules. One way to break down large projects into manageable chunks is to keep everyone in the loop on how things are shaping up.

Huonot puolet:

Jira's flexibility allows for personalization, but more in-depth modifications may call for specialized skillsets.Performance difficulties: Some users may have performance issues, especially when working with larger projects or those that include complicated procedures.

Excellent service and project management tool

Kommentit: For the past five years, I've been using Jira, and during that time I've noticed a big improvement just about every time. It has been easy for us to keep track of the work that other teams have completed by logging it and adding service level agreements. You can use it to delegate tasks within your team, track progress on common goals, and share updates with your colleagues in real time or behind closed doors. Because of this, it is an incredible instrument.

Hyvät puolet:

The default settings for Jira Service Management allow you to maximize its potential right away, with nothing in the way of setup. It is possible to personalize it with a wide variety of settings so that it functions just how one would like it to.

Huonot puolet:

Because our SSO implementation needs it, in order for a user to sign into the customer portal, they will first need to sign into the parent Jira site.

Great for Smaller Businesses, not for the Large Enterprise

Hyvät puolet:

Service Management is very easy to get going "out of the box" for small organizations. We stood this up apart from our enterprise's main service management tool because we had special needs for our intake forms and this allowed us to do the customization needed without going through rigorous development through the enterprise level tool.

Huonot puolet:

Form design for your main portal can sometimes be wonky, as navigating through the options takes a bit of getting used to and aren't the most intuitive at first. Workflows are also very simple and complex decision-making based on external data is not readily available.

One of the best choices for a customer service desk

Hyvät puolet:

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.

Huonot puolet:

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.

A great tool that brings visibility, productivity and collaboration to the team

Kommentit: You can take so much value from Jira is used correctly and if the team is well aware on how to use it. We use it on our daily standups and it helps a lot see what other team members are doing and their progress. You can easily spot who has more buffer and who needs a hand. The history feature is also a big plus to see what was changed in the description of the cards. I see this tool is a perfect fit for big companies.

Hyvät puolet:

Estimating the team's velocity can be pretty accurate when the users fill in their Story Points and the time to completion. Cards also provide a lot of information, team members can collaborate in the comments section and the ability to create sub-tasks is a big plus.

Huonot puolet:

Jira can become overwhelming for newcomers, specially if there are no explicit policies on how to use it. Also, when marking tasks as Done, it feels the completion time fields are a bit redundant.

Jira Service Desk Management

Kommentit: Overall I have been using Jira Service Mangement for 6 years and I love finding about new features and integrations.

Hyvät puolet:

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.

Huonot puolet:

I feel like JQL is necessary for important searches which not everyone has experience with.

Top of the market

Kommentit: Overall, Jira has many integrations and way tu automate in-house processes. Second to none.

Hyvät puolet:

Jira is standard of IT industry for managing effective development and connecting it to other teams in the company.

Huonot puolet:

Jira can be sometimes complicated which is expected considering the amount of feature it needs to handle complex business processes.

Huomioon otetut vaihtoehdot: monday.com ja Asana

Perusteet vaihtaa tuotteeseen JIRA Service Management: More features required for effective development.

Review from a user

Hyvät puolet:

JIRA is the most useful tool for my remote team. I love that I get a bird's eye view of the items and statuses of what my team is working on. I am able to get a quick summary of the items that will make this month's sprint. It also makes collaboration easier as the system promotes ownership, accountability, and progress.

Huonot puolet:

I wish we can assign more than one user to a card or assign a whole team.

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

Hyvät puolet:

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

Huonot puolet:

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

Nice Dashboard and sprints management

Hyvät puolet:

The possibility to create a Dashboard to manage your task and perform the specific Sprints for each ativity

Huonot puolet:

The lack of possibility to integrate with sharepoint domain.

Efficient service desk for companies small, medium or large

Kommentit: Prior to using Jira Service Desk, were using a combination of Excel and SharePoint with workflows. We couldn't get great reports. It was hard to customize. Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow. We brought in Jira Service Desk as a test bed. Within 2 hours, we were testing and customers were putting in tickets. While we used most of the default settings, the value we were generating was way beyond we ever had. Then, we set up SLAs and watch reports for a few days. We were able to see everything we wanted - who reported the issue, when, what was the priority, how many comment exchanges happened, how much time did we spend, did we meet SLAs, what was the solution, etc. Fast forward 2 years. We are now able to create strategies to service internal and external customers better based on the data from Jira. It has helped us go from making gut-feel decisioning to data-centric decisioning. Good data wins debates. Jira helped us with good data. We are also utilizing Jira's excellent searching, dashboarding and API functionality to feed data to other systems and drive changes beyond just customers.

Hyvät puolet:

Jira Service Desk was very easy to get started with. You could literally sign up for it and begin using it within an hour. Ticketing system is very customizable and powerful. Customers can be added in bulk and customers can sign up for entering issues. We were able to create different projects (or service queues) so that customers could send requests for IT help, or administrative help, or help with projects. Each such project/queue had different fields. Metrics are all built into the software, so we can know how often Service Level Agreements were breached, who breached them etc. The sheer amount of customizability is a joy. However, without discipline and thoughtfulness, it is very easy to customize it the wrong way.

Huonot puolet:

We feel that the price point could be lower and the speed could be a little faster. Atlassian has made improvements with speed. If a company had 5 people manning different queues and the issue volume is low, the cost would be ~1500/year for those 5 users. So, it would may not be cost effective for a small company that is watching their costs closely. We also felt that a Wiki is not built in. So, if a common solution needs to documented that spans multiple tickets, there's no way to do so. We could buy Confluence from Atlassian for an additional cost.

Huomioon otetut vaihtoehdot: Trello ja Asana

Perusteet valita JIRA Service Management: Our previous solution was built on SharePoint. It was slow. Very slow. We had workflows that drove communication after an issue was entered. Workflows would break often with hard-to-understand errors and debugging them was difficult. We had to build all the reports surrounding data we collected from SharePoint. Most reporting surrounding SharePoint were manual. We spent more time debugging issues with SharePoint than the time we spent on the most demanding customer. Something had to change. We tested Jira Service Desk one day and within hours our customers were using it. There was a day and night difference between the two systems and customers were happy. Built in reports were excellent.

Perusteet vaihtaa tuotteeseen JIRA Service Management: Asana has been working on improving the speed of their software. Their slowness has been well documented on various sites. Even their own team acknowledged and worked hard. We were not just read to jump into Asana due to the slowness. Trello was great - fast and easy to use. Reporting was missing. Pivotal Tracker felt like it was well suited for dev work and was comparable more to Jira Software. Basecamp felt like it was well suited for project work. Jira Service Desk fit the bill for IT help desk, admin help desk etc.

Life Savior tool for Agile Projects

Kommentit: JIRA is becoming one shop all for all project management needs.
It also act as a tracking warehouse for all project management and IT management activities in current agile world.
Scrum meeting actions and stories are easy to browse compared to other existing tools on premise.
JIRA is also efficient to manage code control versioning easily by rapidly varying requirements.
It saves a huge cost for placeholder for our IT Asset management when migrated from traditional software

Hyvät puolet:

JIRA service management is very use friendly software in day to day project activities. JIRA has been excellent tracking tool for testing bugs, defects easily during entire project cycle. It is very effective place holder for IT asset management and project management phases. JIRA has capabilities to integrate with multiple ITSM management tools and reporting tools for effective reports and dashboarding.

Huonot puolet:

New changes for html pages take little more time for loading when moved to production. Version controlling sometimes create hiccups during rollback period.

JIRA Service Management integrates very well with JIRA software, making bug quashing a breeze

Hyvät puolet:

The native integration with JIRA software management and business management project boards make ticket triaging and documentation straightforward and low effort. Aside from the initial setup and instrumentation of the integration points and framework (configurable for different org sizes), using JIRA Service Management enables speedy triaging and processing of requests across IT, software, product and business, and service teams.

Huonot puolet:

There are idiosyncrasies to the JIRA UI (which is shared and consistent with JIRA software, business project management, and Confluence) that can be confusing at times with subtle UI elements that are not always straightforward to the end user. At times, it can be confusing switching between the different JIRA apps that your org uses.

Service Management Tool Anybody Can Use

Hyvät puolet:

The ease of use and anybody can use the tool for Ticketing, project management, issue tracking, dashboards etc...

Huonot puolet:

The options are at times clumsy and confuse the end users when the data is too much.

Well, everyone knows Jira — I just decided to reflect here

Kommentit: I hate Jira and think the only reason everyone uses it is that they're just used to suffer.Here's an article about it:[SENSITIVE CONTENT]

Hyvät puolet:

After latest update the visuals are quite pleasant.You can really construct complex filters if you know what you're looking for.Task IDs unfurl into links.Permissions are very granular (although complex and you won't understand how to use them).

Huonot puolet:

Expensive.No obvious features or you have to pay extra: time tracking, dark mode, CHECKBOXES.

Jira Service Management: Optimice sus operaciones de servicio con la potente solución de Atlassian

Kommentit: Jira Service Management is a powerful and versatile tool developed by Atlassian, a leading software development company that specializes in creating products for collaboration, project management, and software development. Atlassian has a proven track record of producing high-quality and innovative software that is widely used by organizations of all sizes around the world.One of Atlassian's most popular products is Confluence, a content collaboration tool that is often used in conjunction with Jira Service Management. Confluence is designed to help teams collaborate and share information more efficiently by providing a central location for storing and sharing documents, meeting notes, and other important information. It integrates seamlessly with Jira Service Management, allowing users to easily access information from both platforms.Overall, Jira Service Management is an excellent service management tool with many powerful features and capabilities. While there may be a learning curve involved in getting started with it, most users find that the benefits of using the platform far outweigh any potential drawbacks. With its integration with Confluence and other Atlassian products, Jira Service Management is a great choice for organizations looking to streamline their service operations and improve collaboration and productivity.

Hyvät puolet:

Jira Service Management itself, is a robust service management tool that offers a wide range of features and capabilities. Some of its key strengths include its flexibility and scalability, which make it an ideal choice for businesses of all sizes. It also offers powerful automation capabilities, allowing users to streamline their workflows and improve productivity. In addition, Jira Service Management provides detailed analytics and reporting tools, giving users valuable insights into their service operations.

Huonot puolet:

Of course, like any software tool, Jira Service Management has some potential downsides. For example, some users have reported that it can be difficult to set up and configure initially, especially for organizations with complex workflows or service structures. Additionally, some users have found the interface to be somewhat complex and overwhelming at first, although with time and experience, most users find it becomes more intuitive.

A Powerful Software for Efficient Software Development Management

Kommentit: JIRA is a highly powerful software that excels in managing software development projects. With its robust features and functionalities, it offers a comprehensive solution for teams to track and organize their work. However, it can be overwhelming for users due to the extensive customization options available, which may lead to a learning curve and occasional complexity

Hyvät puolet:

- 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.

Huonot puolet:

- 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.

Good Tool for driving ITSM processes

Kommentit: Overall we are very pleased with Jira Service Management and have implemented incident management processes using it.

Hyvät puolet:

User friendly, easy to learn, integrates well with Atlassian eco system, roles based access control, licensed based on service agents

Huonot puolet:

Dashboard and reporting gadgets can be improved further to provide better trend reports for the incidents, marketplace plugins can become overwhelming.

Famous tool, yet can still be better

Kommentit: Reasonable experience

Hyvät puolet:

It has a very high adoption rate and big user base, therefore there are a lot of tutorials on how to do some certain things with Jira Service Management. That's a big advantage.

Huonot puolet:

Nevertheless, quite a few features JIRA Service Management can enhance. For instance, the search engine of the whole JIRA is not yet powerful, although it is expected to be powerful because it's a system that administrates a large number of tickets. Searching using text often results in poor results. Additionally, it is currently not possible for searching for some phrases that belong to a hyperlink that is hidden inside a text. Additionally, it is not yet possible to create a new type of relationship that links an issue with another issue. Currently one can only choose from a dropdown of relationship types that are already available there.

A truly powerful help desk management tool

Kommentit: Once past the cumbersome process of agreeing on workflows and setting everything up, the journey with Jira Service Desk has been pretty smooth. I recommend it for teams looking to deal with multiple sources of tickets. Streamlining the process buys more problem-solving time, which users of our application always appreciate!

Hyvät puolet:

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.

Huonot puolet:

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.

About Jira - Project Planning

Kommentit: The initial setup was quite a challenge but, here we are. It's an awesome system for tracking project issues, especially for new clients during onboarding.

Hyvät puolet:

It's a good platform to track issues that are being handled by each individual in a project. It also has the option for notification being sent out when an item has been resolved, closed, or has gone overdue. If it's configured correctly to have a backup, the team members involved can always learn from the past incidences reported. This will ensure that the team leader will be able to identify recurring items, timelines it took for resolution, and the team member assigned to resolve such items. This ensures that such items are priority issues that need in-depth understanding for them to be resolved permanently.

Huonot puolet:

As an organization, we have not been able to integrate Jira with osTicket, which our customer Experience team uses. This means we have two Systems, and at times this can be overwhelming to track issues on both Jira and osTicket.

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

Kommentit: 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

Hyvät puolet:

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.

Huonot puolet:

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.

Dig Deep Before Buying

Kommentit: It has solved some of our immediate business needs out-of-the-box or with moderate configuration effort. But as a full solution it is missing a handful of simple, but crucial, features. It definitely "feels" like a second version. It needs a third.

Hyvät puolet:

JSD is relatively intuitive and easy to learn without needing tons of documentation. Initial pricing is attractive. A decent plugin community fills some gaps, but be expected to pay on top of the initial JSD pricing.

Huonot puolet:

Many "obvious" features are either missing or do not work as expected. For example: in many cases, once an internal user is added to an issue, they no longer receive notification about internal comments. This is completely unintuitive, unexpected, and has caused many people frustration: https://jira.atlassian.com/browse/JSDSERVER-3410 Another example: Email traffic about an issue is *always* public. Do not allow your staff to reply to JSD's emails as customers will also get emailed a copy! https://jira.atlassian.com/browse/JSDCLOUD-3499 The worst part is, despite there being a few years' of discussion, and new comments added monthly by newly-affected JSD customers, Atlassian has no comments on the issues. In some cases a plugin (more $) can help, but in some cases even the plugin manufacturers can't help as JSD doesn't expose enough info in their plugin API.

Keeps me organized and on task

Kommentit: I use JIRA to track all the work that I do as an engineer on my team. It helps me track of anything I pick up, organize upcoming work according to epics and prioritize work as needed. We also share this informaiton with our stakeholders so they can keep track of what's happening with each project.

Hyvät puolet:

I like that JIRA can be as simple or as complicated as you want it to be. I like that I can customize my dashboard and menus to my own personal liking and needs. It also helps engineers to sync on ticket requirements pretty easily.

Huonot puolet:

JIRA can be complicated, but it doesn't have to be. I think there is a learning curve if you want to go beyond doing the basics, but I personally like to keep my workflow with JIRA pretty simple.

JIRA - Can't live without it

Hyvät puolet:

Jira allows us to track individual issues across the organization accurately by assigning unique identifiers. It allows us to effectively manage our issues using groupings(epics), Releases, and sprints.

Huonot puolet:

Starting new projects on the SAAS is a bit tricky to get it to match older configs you are interested in as it is geared towards kickstarting new users.

Huomioon otetut vaihtoehdot: Asana