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JIRA Service Management Recensioner

4,5 (660)

Om JIRA Service Management

Jira Service Desk är en hjälpdesk som är byggd för moderna IT-team från bara 10 USD per månad. Prova gratis: Se deras webbplats

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Fördelar:

Offers a wide variety of customization options making it easy to tailor to multiple business needs. Dashboard shows you what cases you have open and the stages the cases are in.

Nackdelar:

Custom domains, multiple email handing, enhanced portal customization, the basics... all missing.

Betyg för JIRA Service Management

Medelpoäng

Enkel användning
4,2
Kundservice
4,3
Funktioner
4,5
Valuta för pengarna
4,3

Sannolikhet att rekommendera

8,4/10

JIRA Service Management har ett totalt betyg på 4,5 av 5 stjärnor baserat på 660 användarrecensioner på Capterra.

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Filtrera recensioner (660)

Shayla
Shayla
Human Resources Specialist i USA
Verifierad LinkedIn-användare
Internet, 1 001‒5 000 anställda
Har använt programvaran för: 2 + år
Recensentens källa

Probably the top program for managing projects

5,0 i fjol

Kommentarer: 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.

Fördelar:

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.

Nackdelar:

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.

Tora
Tora
IT Service Desk Lead i Japan
Verifierad LinkedIn-användare
Finansiella tjänster, 10 000+ anställda
Har använt programvaran för: 1 + år
Recensentens källa

Expert service management system

4,0 för 12 månader sedan

Kommentarer: I mainly use it for task management on small projects, but I plan to gradually expand the scope of use as I get used to the operation and screen environment. Since it can be used in a wide range, it is recommended that I use it for task management and workflow for small-scale projects with a small number of people to get a feel for its operation. Sharing issues with project members in other companies or remote locations is possible. You can discuss and work on a common visualized platform, such as managing work progress and solving problems.

Fördelar:

It is a slightly different tool from the so-called general ITSM system (or service). Operation and maintenance (though not limited to) tend to be individualized. Still, JIRA caters to tasks and support on a "role" basis, so sharing knowledge using OJT is possible, depending on ingenuity.

Nackdelar:

It may be a problem due to the multifunction, but I think the problem is that the screen is a bit hard to see. (The problem may be solved by changing the layout of frequently used functions, but I haven't used it much yet, so I think it will be a problem that will be solved as I use it).

Övervägda alternativ: ManageEngine ServiceDesk Plus

Anledningar att välja JIRA Service Management: Because we can search by tag, we can quickly find problems and solutions, success stories and reference examples. Since the SLA can be configured according to individual design, the achievement status can be confirmed in a report, and the current progress and what needs to be done can be shared immediately. Full-text search is possible with indexing, so this system has a sense of security, even if you think you missed it.

Tidigare programvara: ServiceNow

Anledningar att byta till JIRA Service Management: Functionality that manages queries centrally. Improved working conditions enhance visualization and efficiency. Queries, support and information distribution are centralized, so there is no waste in work, and it is simple and clear what to do next so that I can do my job.

Mohammed
IT Specialist i USA
Fastighet, 51‒200 anställda
Har använt programvaran för: 2 + år
Recensentens källa

Jira Service Desk Management

4,0 för 4 veckor sedan Nytt

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

Fördelar:

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.

Nackdelar:

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

Nick
Nick
Senior Product Manager i USA
Verifierad LinkedIn-användare
Finansiella tjänster, 10 000+ anställda
Har använt programvaran för: 2 + år
Recensentens källa

Great for Smaller Businesses, not for the Large Enterprise

3,0 för 2 år sedan

Fördelar:

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.

Nackdelar:

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.

Övervägda alternativ: ServiceNow

Anledningar att byta till JIRA Service Management: Service Management ultimately was chosen because it integrated perfectly with our Jira instance and allows for seamless story/epic creation from internal customer requests, porting the information over was made very easy by this fact and the workflows you can create between the two are very useful.

Boris
CEO i Tjeckien
Internet, 11‒50 anställda
Har använt programvaran för: 2 + år
Recensentens källa

Top of the market

5,0 för 2 veckor sedan Nytt

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

Fördelar:

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

Nackdelar:

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

Övervägda alternativ: monday.com och Asana

Anledningar att byta till JIRA Service Management: More features required for effective development.

Benson
IT Manager i USA
Informationsteknologi och tjänster, 11‒50 anställda
Har använt programvaran för: 1 + år
Recensentens källa

Reliable Ticket Management Solution

5,0 för 3 veckor sedan Nytt

Kommentarer: JIRA Service provides the right communication, and it develops appropriate conversations for companies.

Fördelar:

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

Nackdelar:

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

Antonio
Software Engineer i Italien
Försäkring, 51‒200 anställda
Har använt programvaran för: 2 + år
Recensentens källa

Ideal for issue tracking

5,0 för 2 månader sedan Nytt

Fördelar:

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.

Nackdelar:

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.

Aashish
Senior Software Engineer i USA
Finansiella tjänster, 10 000+ anställda
Har använt programvaran för: 2 + år
Recensentens källa

JIra is a must for Software Development

5,0 för 2 månader sedan Nytt

Fördelar:

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

Nackdelar:

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

Ayomikun
Lead Technical Support Engineer i Kanada
Informationsteknologi och tjänster, 1 001‒5 000 anställda
Har använt programvaran för: 2 + år
Recensentens källa

Jira Service Management

4,0 för 2 veckor sedan Nytt

Fördelar:

Good tool for managing task progress in a project

Nackdelar:

There's a learning curve associated with using Jira service management.

Alper
Analyst II i Turkiet
Informationsteknologi och tjänster, 5 001‒10 000 anställda
Har använt programvaran för: 1 + år
Recensentens källa

Jira service mamagent is useful for me

5,0 för 3 veckor sedan Nytt

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

Fördelar:

Usage and crearimg tickets are so easy and have good interface

Nackdelar:

I do not have something bad for jira management

Verifierad recensent
Verifierad LinkedIn-användare
Underhållning, 501‒1 000 anställda
Har använt programvaran för: 2 + år
Recensentens källa

Powerful and Capable, but easy to over complicate things

5,0 för 3 år sedan

Kommentarer: Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn

Fördelar:

Its flexibility. It's a simple statement, I agree, and you're probably reading this wondering why I'm being so vague. But JIRA software is a bit hard to summarize simply because it's just so flexible. There's no "correct" way to use it. It's rest API is pretty powerful too and very easy to extend Jira to "integrate" with 3rd party applications that doesn't have an official Jira integration.

Nackdelar:

Creating workflows can easily become very confusing and you can easily break how your projects in Jira work if you aren't careful. With every Jira production license you also get a free dev license so that you can set up an isolated dev/staging environment. This is invaluable and highly recommended. The downside is that there is no easy way to migrate any of your changes from dev to production. But there are 3rd party plugins for that.

Verifierad recensent
Verifierad LinkedIn-användare
Internet, 1 001‒5 000 anställda
Har använt programvaran för: 2 + år
Recensentens källa

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

4,0 i fjol

Fördelar:

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.

Nackdelar:

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.

Verifierad recensent
Verifierad LinkedIn-användare
Finansiella tjänster, 10 000+ anställda
Har använt programvaran för: 2 + år
Recensentens källa

Service Management Tool Anybody Can Use

5,0 för 2 år sedan

Fördelar:

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

Nackdelar:

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

Övervägda alternativ: ServiceNow

Anledningar att välja JIRA Service Management: The cost was too high and we couldn't afford the price for the project budget.

Jack
Software Support Specialist i USA
Datormjukvara, 51‒200 anställda
Har använt programvaran för: 6-12 månader
Recensentens källa

JSD has a lot to offer, but requires a lot to learn

4,0 för 6 år sedan

Kommentarer: JSD offers a lot for any company needing to maintain a service desk to manage the support requests it handles from its clients/customers. Because it is a Jira (Atalassian) product, it is most likely utilized along with other Jira tools, and plays quite well with those. Due to this integration aspect, thought, the layers of security necessitated within user settings requires a considerable amount of learning/training, which is not easily attained without paying for it from Atalassian. And, while I understand, respect (and even applaud) the market-oriented principle of this, it does seem a bit intentional that there are no reliable helps available outside of Atlassian (for example, any tutorials you will find on YouTube for assisting with certain user configs, settings, steps, etc. are applicable to much older versions of the software, and to a great extent, are not applicable to the current version). This would not be a negative aspect if Jira did a much better job at keeping their own internal (free) help docs, etc. up to date, so as to apply to the current version, as well. Instead, if one wants highly dependable "helps" it appears the best way to achieve that is to pay Atlassian for their training courses (at prices that are obviously calibrated toward larger companies/corporations. And blindly undertaking such would seem risky if judged by the extent to which their free user tools are kept up to date. This is not, to my knowledge, the common experience with most apps.

Fördelar:

- Lots of tools in one place - Integrates well with other apps (especially other Atlassian products) - UI is clean and user friendly (customizable to a sensible extent) - Contains useful metrics that are easy to configure and gain reports from - Has multiple layers of user settings available for custom configuration to correlate to preferred levels of access among agents, customers, etc.

Nackdelar:

- Email bounce in frequently fails (bugs?) - Depth of Jira admin user knowledge required for strong mastery of this app; time consuming to acquire a reliable user knowledge (which is necessary to utilize the app with the least bit of efficiency) - Help docs, support mechanism unreliable/outdated (needs to be fresh and current to be applicable to present version of app) - Confusing settings requirements for some user modifications needs (esp. where mapping/editing workflow schemes are concerned) - Completely inadequate amount of general helps/tutorials available outside of Atlassian (YouTube, Google search, etc. for example) which seems a bit suppressed by design. Atlassian offers extensive training, but at a premium cost. - Costly for the overall effectiveness it provides, after factoring these negatives along with the user time required to really learn the application.

Kristian
Software Developer i Bulgarien
Programutveckling, Egenföretagare
Har använt programvaran för: 1 + år
Recensentens källa

The best project management tool on the market

5,0 i fjol

Kommentarer: 10/10

Fördelar:

Flexible and customizable: Jira is highly customizable, allowing users to adapt it to their specific workflows and processes. This makes it a great tool for teams with different needs.Great for agile teams: Jira is well-suited for agile methodologies, such as Scrum and Kanban. It provides features like sprints, backlogs, and boards that can help teams manage their work more efficiently.Integration with other tools: Jira can be integrated with a variety of other tools, including GitHub, Slack, and Confluence. This makes it easier for teams to collaborate and share information.Powerful reporting and analytics: Jira provides powerful reporting and analytics features that can help teams track their progress and identify areas for improvement.Large user community: Jira has a large user community, which means that there are plenty of resources available for users who need help or want to learn more about the tool.

Nackdelar:

Flexible and customizable: Jira is highly customizable, allowing users to adapt it to their specific workflows and processes. This makes it a great tool for teams with different needs.Great for agile teams: Jira is well-suited for agile methodologies, such as Scrum and Kanban. It provides features like sprints, backlogs, and boards that can help teams manage their work more efficiently.Integration with other tools: Jira can be integrated with a variety of other tools, including GitHub, Slack, and Confluence. This makes it easier for teams to collaborate and share information.Powerful reporting and analytics: Jira provides powerful reporting and analytics features that can help teams track their progress and identify areas for improvement.Large user community: Jira has a large user community, which means that there are plenty of resources available for users who need help or want to learn more about the tool.

Amr
Amr
Senior Scrum Master i Egypten
Verifierad LinkedIn-användare
Informationsteknologi och tjänster, 201‒500 anställda
Har använt programvaran för: 2 + år
Recensentens källa

Jira is The Best Project Management tool

5,0 för 11 månader sedan

Kommentarer: A powerful tool for service management and ticket tracking that has made a difference in my work. It has many values. JIRA Service Management is generally seen as a powerful tool for service management and ticket tracking, with many features, including customization options, automation capabilities, and detailed reporting and analytics. It can also be integrated with other Atlassian tools like Confluence to provide a comprehensive project management and service management solution. Jira is my first recommendation to anyone looking for an efficient solution for their service management needs.

Fördelar:

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.

Nackdelar:

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.

Verifierad recensent
Verifierad LinkedIn-användare
Datormjukvara, 10 000+ anställda
Har använt programvaran för: 2 + år
Recensentens källa

Good Tool for driving ITSM processes

5,0 i fjol

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

Fördelar:

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

Nackdelar:

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

Övervägda alternativ: ServiceNow

Tidigare programvara: Freshservice

Anledningar att byta till JIRA Service Management: Better pricing and Atlassian ecosystem

Niall
Head of Information Systems i Irland
Informationsteknologi och tjänster, 1 001‒5 000 anställda
Har använt programvaran för: 2 + år
Recensentens källa

A good option for Service Desks but check your requirements carefully

4,0 för 2 år sedan

Kommentarer: A stable, performant platform for customer support is critical and JIRA Service Management has delivered that.

Fördelar:

Easy to set up and deploy, configuration is relatively easy, the platform is stable and performant. There is a good 3rd party marketplace for additional apps that can be installed. Security options like SSO are available. Customer Support is responsive and knowledgeable.

Nackdelar:

Reporting on SLAs is poor, overall reporting is ok but could be better. Costs ramp up significantly as Atlassian Access is required if you want SSO, this is an addtional charge per user. The pricing is done on a per user tier level e.g. 101-200 users is a price so you have to pay for 200 user accounts even if you only have 101 actual users.

Övervägda alternativ: Salesforce Service Cloud

Anledningar att byta till JIRA Service Management: Costs, features, configurability

Elen
Elen
Product Owner i USA
Verifierad LinkedIn-användare
Informationsteknologi och tjänster, 5 001‒10 000 anställda
Har använt programvaran för: 2 + år
Recensentens källa

Reliable ticketing system

5,0 för 10 månader sedan

Kommentarer: JIRA Service Management offers a robust service desk and ITSM solution with powerful ticketing capabilities, integration with JIRA, knowledge base features, and reporting capabilities. However, organizations should consider the complexity for non-technical users, the learning curve, limited customer experience features, and the pricing structure when evaluating JIRA Service Management for their support and ITSM needs.

Fördelar:

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.

Nackdelar:

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.

Marta
Head of Delivery i Polen
Informationsteknologi och tjänster, 51‒200 anställda
Har använt programvaran för: 2 + år
Recensentens källa

A truly powerful help desk management tool

4,0 för 12 månader sedan

Kommentarer: 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!

Fördelar:

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.

Nackdelar:

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.

Verifierad recensent
Verifierad LinkedIn-användare
Informationsteknologi och tjänster, 1 001‒5 000 anställda
Har använt programvaran för: 1 + år
Recensentens källa

One of the best Service Management tools in the market!

4,0 för 2 år sedan

Kommentarer: This is a great service desk software. It has some great features, and the overall experience with it has been really good even though it was used for a very critical and big project. Tickets can be transferred to other users seamlessly. Documents can be assigned to tasks and incidents which can help other users understand what is in front of them easily. Overall, it is very important in handling support based tasks that run 24*7.

Fördelar:

Jira service management is one of the best service desk softwares in the market. The ease of use is great, even for users new to the software. It helps the users keep a proper and clean track of the incidents/tasks/etc they have. One of the best things about Jira Service Management is that multiple teams can easily collaborate and work on it. This enables big projects involving various teams to work seamlessly.

Nackdelar:

There are not many major disadvantages with using this Jira Service Management software. But a user must be careful while deciding to delete a ticket, because once deleted it is goodbye for ever. It cannot be retrieved. This option can be modified to allow retrieval of deleted tickets to ease the process for users who might delete important tickets unintentionally.

Robert
Producer, Media Production Group i USA
Mediaproduktion, 5 001‒10 000 anställda
Har använt programvaran för: 1 + år
Recensentens källa

Best ticket system

4,0 för 5 år sedan

Kommentarer: The business problem Jira service desk solves is allowing anyone to put in a request from a service department from one portal & be able to access that portal anywhere in the world and not just on our internal network.

Fördelar:

Jira Service desk works great. We use it in a media company in all of the service departments to track requests from Media ingest, to graphic requests, to crew requests. Our producers can easily log in from anywhere and fill out customized forms for the type of service they are looking for. The department gets the request in seconds and can start fulfilling it right away. In a fast pace news world, this allows us to get what is needed for broadcast air done fast while keeping track of all the work we have to do.

Nackdelar:

There are some features that you would think would come right out of the box with jira service desk that doesn't. The only way to get them is to buy a plug-in from their market place. Some features that we would like to see is having the requester see who is assigned the order & allow them to request updates to their requests.

Anoop
Anoop
Senior Analyst i Indien
Verifierad LinkedIn-användare
Detaljhandel, 1 001‒5 000 anställda
Har använt programvaran för: 2 + år
Recensentens källa

Excellent & Agile Task Management Tool

5,0 i fjol

Kommentarer: Overall my experience with Jira service management has been really good. It is known for its flexibility, customization options, and integration capabilities.

Fördelar:

Jira Service Management is highly customizable, with a wide range of configuration options, add-ons, and integrations available. We create tickets on daily basis and also link it with confluence documents to track our workflow and tasks. Since its cloud based tool collaboration features, including real-time chat, comments, and status updates, making it easy for teams to work together. We also use to track performance and identify areas for improvement.It helps our team to automate routine tasks, such as ticket routing and notification, which can save time and improve efficiency.

Nackdelar:

Sometimes integration becomes difficult and also the company can solve this issue by providing video guides which can help the user to understand easily.

Shubham Vasantrao
Officer i USA
Bank, 10 000+ anställda
Har använt programvaran för: 2 + år
Recensentens källa

The best Ticket/Bug Tracking Tool

5,0 i fjol

Fördelar:

1) We mainly used this tool to plan our tasks for the projects we were working on.2) Creating Sprint Cycles and assigning tickets for each issue is very convenient using JIRA3) We can see the progress made by the ticket owner in the ticket description.4) There is a very brief and concise Audit history which we can track to see how the ticket status has changed5) I like the customization feature for each team and each product. We can choose what statuses and workflow our ticket should go through and select and arrange them very quickly.6) We can even link the BitBucket repo link and confluence link with our JIRA ticket, which is very handy for developers.

Nackdelar:

It can be sometimes overwhelming for newcomers, especially when one is not that familiar with JIRA and its terminologies, and it does have its learning curve.

Verifierad recensent
Verifierad LinkedIn-användare
Finansiella tjänster, 1 001‒5 000 anställda
Har använt programvaran för: 2 + år
Recensentens källa

JIRA - Can't live without it

5,0 i fjol

Fördelar:

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.

Nackdelar:

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.

Övervägda alternativ: Asana