Pros from reviewers
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Centralized incident ticketing system: The software allows for the creation of a centralized system for incident tickets, providing full visibility into ongoing incidents
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Automation features: JIRA Service Management offers automation features that enable the establishment of predefined workflows and triggers, ensuring incidents are directed and escalated correctly
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Central management of queries: The software improves work conditions and enhances visualization and efficiency by centrally managing queries, support, and information distribution
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Integration with Jira: JIRA Service Management integrates perfectly with Jira, allowing for seamless story/epic creation from internal customer requests and easy transfer of information.
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Exceptional incident resolution efficiency: JIRA Service Management has greatly enhanced the incident management process by facilitating quick and effective responses to emerging issues
Cons from reviewers
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Dependence on plugins: Certain features in JIRA Service Management require plugins, which some users find inconvenient
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Complex interface: Some users find the screen difficult to navigate due to its multifunctionality, which can make it hard to locate frequently used functions
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Insufficient translation: The software lacks comprehensive translation into other languages, resulting in an uncomfortable mix of English and the selected language
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Poor customer service: Users have reported negative experiences with the customer service team, including difficulty in getting support and resolving issues.
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Limited reporting capabilities: While JIRA Service Management offers basic reporting functions, users have expressed a need for more advanced and customizable reporting options
Main features
Starting Price
Free Plan
Time-saving automation
Insightful analytics
Power ticket management
Seamless collaboration
Flexible customization
Starting Price
N/A
Free Plan
No
Time-saving automation
Insightful analytics
Power ticket management
Seamless collaboration
Flexible customization
What is Jira Service Management?
How Jira Service Management compare to similar software?
Product
Price
N/A
Free plan
No
Main features
Pros
Cons
Alternatives
Deal
No available deal at the moment
Who is Jira Service Management best for according to our reviewers?
IT Service Management Teams: These teams can benefit from JIRA Service Management's concentrated approach to incident tracking and IT service management. The software provides a centralized incident ticketing system and automation features for predefined workflows and triggers
Resource Management Teams: JIRA Service Management excels in resource management, effort tracking, and dashboard resource assignment. It allows for tagging and central management of queries, improving work conditions and enhancing visualization and efficiency
Project Management Teams: Particularly for small projects, JIRA Service Management can be used for task management and workflow. It facilitates sharing and discussing issues with project members in other companies or remote locations
Customer Support Teams: JIRA Service Management enables these teams to handle customer support requests in a structured way, customizing them to individual teams and tracking them with relative ease. It provides features such as customizable dashboards, access permissions, and time/effort tracking
Small Organizations: JIRA Service Management is easy to set up for small organizations with specific needs for intake forms. It allows for customization without rigorous development and integrates perfectly with Jira instances, allowing for seamless story/epic creation from internal customer requests and easy transfer of information.
Jira Service Management Reviews
4.0
Jira Service Management rating
4.2
Ease of use
4.3
Customer service
4.3
Value for money
4.2
Likelihood to recommend
4.5
Features
13 Jira Service Management Reviews
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Melissa Garcia
Efficient Software with User-Friendly Interface
I've been able to identify bottlenecks and address them proactively. The user interface is intuitive and easy to navigate, even for those new to the software
July 2, 2024
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Brandon W
Transforming Incident Management: A Dive into JIRA Service Management's Efficiency
My overall experience with JIRA Service Management has been excellent. It has transformed our incident management process and greatly enhanced team collaboration. I was particularly impressed by its exceptional incident resolution efficiency, which simplified our incident management process and facilitated quick and effective responses to emerging issues. Thanks to JIRA Service Management, we were able to create a centralized incident ticketing system with full visibility into ongoing incidents. Its automation features were a game-changer, enabling us to establish predefined workflows and triggers to ensure incidents were directed and escalated correctly. However, I feel that its reporting capabilities could be improved. While it offers basic reporting functions, there are areas where further enhancements would be beneficial. The main reason I switched to JIRA Service Management was its concentrated approach to IT service management and incident tracking. In contrast, while Microsoft Azure DevOps is a comprehensive platform, it lacked the specific features and customization options required for effective incident management.
June 24, 2024
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Janice G
Mastering Task Management with Jira Service Management
I mainly use Jira Service Management for task management on small projects, but I intend to expand its use as I get more accustomed to its operation and interface. I recommend it for task management and workflow on small-scale projects as it facilitates sharing and discussing issues with project members in other companies or remote locations. It's a slightly different tool from the typical ITSM system, focusing on tasks and support on a role basis, which promotes knowledge sharing.I've found that the screen can be a bit difficult to see due to its multifunctionality. However, I'm confident this issue will be resolved as I continue to use it and adjust the layout of frequently used functions.I chose Jira Service Management for its ability to centrally manage queries, which improves work conditions and enhances visualization and efficiency. It centralizes queries, support, and information distribution, reducing waste and making it clear what needs to be done next.I switched to Jira Service Management because it allows for tagging.
June 16, 2024
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Marie G
Transforming Project Management with Jira and Confluence: A Personal Experience
I initially had the impression that Jira and Confluence were only suitable for QA, but boy, was I wrong! Now, I can confidently say that these tools are absolutely fantastic for managing multi-task agile projects. We've implemented them across all our departments and the satisfaction level is through the roof! The kanban board, in particular, has been a game-changer, aligning perfectly with my team's goals. And let's not forget about the security settings, filters, and setup locations - they're all so straightforward and effective. I'm genuinely thrilled with how these tools have transformed our project management!
June 8, 2024
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Joyce G
Superior Test Management Solution
In my view, Jira Service Management outperforms other tools in the industry, particularly in resource management, effort tracking, and dashboard resource assignment. However, I think it could improve by incorporating more visual analytics for simpler evaluation.
June 3, 2024
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Doris S
Exploring the Depths of Jira Service Management: A High-Tier Customer's Experience
Jira Service Management is a software that truly delivers on its promises! It's been a fascinating journey to navigate its features and capabilities. As a high-tier customer, I've had the opportunity to interact with their support team extensively, creating over 1 support tickets. This has been an enlightening experience, allowing me to understand the product in-depth. I'm excited to continue exploring this software until our contract ends. The level of engagement with their support team has been a unique experience, and it's worth mentioning that our business invests over $5k per year in this product. I'm looking forward to seeing how our relationship with Jira Service Management evolves!
May 25, 2024
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Laura D
Tailored Software with Top-Notch Reporting Features
I've been able to tailor the software to our specific needs, making it an invaluable asset to our team. The reporting features are also top-notch, providing us with valuable insights into our performance and areas for improvement
May 21, 2024
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Lawrence A
Exemplary Data Privacy Practices in Jira Service Management
I've been using Jira Service Management for over a year now and I must say, their data retention policy is quite thorough! Even after deciding to delete my account, they've been meticulous in ensuring all my data is properly handled. I've been receiving regular updates about my GDPR request, which shows their commitment to transparency and customer communication. It's refreshing to see a software company take data privacy so seriously!
May 11, 2024
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Albert Williams
Effortless Remote Work Enabled by Time-Saving Automation Features
it's allowed us to work remotely without any hitches. The automation features have saved us a lot of time and effort
May 4, 2024
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Cade G
Experiencing Jira Service Management's Unique and Meticulous Customer Service Approach
I've had quite an interesting experience with Jira Service Management's customer service, which reminded me of Etsy's unique approach. They have a firm stance on their policies, which I find commendable as it shows their commitment to maintaining a consistent system. Their billing system is quite meticulous; if you or someone else grants a person/agent access to the sites, you need to be specific about which site you're granting access to. This level of detail ensures that there's no room for error. For instance, three agents are free, but adding a fourth transitions it to a standard plan. When I first saw the bills, I was intrigued and felt it was a good opportunity for me to understand their system better. It's quite refreshing to see such a steadfast approach to customer service.
April 28, 2024
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Gerald M
Appealing Platform
I appreciate the user interface and customization options in Jira Service Management, but I find the reliance on plugins for certain features somewhat inconvenient.
April 23, 2024
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Julie N
Proactive Account Management: My Positive Experience with Jira Service Management
My experience with Jira Service Management has been nothing short of fantastic! They have a unique feature that ensures your account stays active and up-to-date. If you don't log in for a few months, they send you reminder emails to keep you in the loop. I found this to be a great way to keep my account secure and my data fresh. The emails ended up in a separate folder, which was a pleasant surprise as it kept my main inbox clutter-free. It's not like the account was inactive for years, just a few months! I didn't need to log in frequently during that time, but I appreciated their proactive approach to account management. I'm so glad I chose them and I highly recommend others to give Jira Service Management a try!
April 15, 2024
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Susan E
Exploring the Agile Capabilities of Jira Service Management
I am genuinely excited about the Jira Service Management software! It's specifically designed for agile use and while it may not provide extensive story point statistics, it does offer a unique perspective on sprint planning. This is a key reason why people are sticking with Jira and Confluence. The essential tools for basic Agile are cleverly integrated within the system, making it a worthwhile investment. Story Points are incredibly useful in sprint planning, which is a major part of Jira for most users. It's impressive to see how it has evolved over the past decade, with the addition of more features that enhance its functionality. I am particularly thrilled by the fact that to access the Agile Roadmap, Story Point charts and reports, or to track features separate from Epics, there's an option to upgrade. This shows Jira's commitment to providing a comprehensive service to its users. It's clear that Jira is constantly adapting and innovating, making it a reliable choice for project management.
April 14, 2024