Atlassian Service Collection

Score8 out of 10

716 Reviews and Ratings

Top Performing Features

+19%

Subscription-based notifications

Users subscribe to notifications for ticket updates

Cat avg: 8.4

+19%

Configuration mangement

Database for tracking and reporting all business assets

Cat avg: 8.4

+25%

Asset management dashboard

Dashboard showing organization's software portfolio

Cat avg: 8

+32%

Policy and contract enforcement

Ensuring that requesters have eligibility before fullfullment

Cat avg: 7.6

Worst Performing Features

-18%

Change calendar

Calendar showing change schedule to stakeholders

Cat avg: 7.9

-6%

ITSM reports and dashboards

Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data

Cat avg: 7.9

+2%

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Cat avg: 8.2

Atlassian Service Collection Features from Reviews

8.9+9%

Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.9
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.8
Service restoration
Impact assessment and automated fixes for common problems
Category average: 7.9
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
Category average: 8.1
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.4
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 8.2
ITSM reports and dashboards
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
Category average: 7.9

10+25%

Configuration mangement
Database for tracking and reporting all business assets
Category average: 8.4
Asset management dashboard
Dashboard showing organization's software portfolio
Category average: 8
Policy and contract enforcement
Ensuring that requesters have eligibility before fullfullment
Category average: 7.6

7.9-4%

Change requests repository
Single repository of all planned changes and releases
Category average: 8.5
Change calendar
Calendar showing change schedule to stakeholders
Category average: 7.9
Service-level management
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Category average: 8.4

Atlassian Service Collection Features from the Vendor

Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
ITSM reports and dashboards
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data

Change requests repository
Single repository of all planned changes and releases
Service-level management
Process for negotiating agreements regarding service level expectations, and ensuring these are met

Custom reporting
Self-service Help Center
Automation rules
ITIL-certified
Email support
Pre-built workflows
SLA's
CSAT reporting
Asset management integration