Jira Service Management Reviews and Ratings

Use Cases and Deployment Scope

We use Jira Service Management in office as the single source of truth for enterprise service desk related functions. Jira Service Management covers incident, problem and service request management. Jira Service Management is customised in terms of Technical vertical units where Managed services, Shared Services and IT Admin team have heavily customised profiles and dashboards for their presepctive individual purposes and KPI's for their specific funtional unit objectives. We have a focussed Team performing backend customizations starting from Basic setup, complex automations to bespoke functionality. We have performed in-house customizations in designing the portal, build workflows, create forms, automated workflows and rest api's.

Likelihood to Recommend

A mid sized technology company which needs to support 500+ employees and where the engineering team already uses Jira software for coding and bug tracking the devops bridge where employee reports a bug in the portal and support agent can directly link it to the developers backlog will definately support the operations further with the Jira ITIL readiness and inbuilt asset management features will greatly support. However considering an organization such as a retail company handling thousands of user complaints daily will have issues as the Jira Service Management interface is aligned towards a ticket based apprach rather than a user centric approach.

Use Cases and Deployment Scope

We use JSM as our internal service desk and help center for our internal team. It's been useful to help manage the provision of accounts and assets across our company. We've also used it to maintain compliance with security standards. Lastly, we use the tool for internal product questions and bugs (How do I do X).

Likelihood to Recommend

If you're already deeply entrenched in the Atlassian ecosystem, using a tool like JSM makes a lot of sense, as there's a sense of familiarity between the tools. The workflows are also really powerful and are 'set it and forget it'. It's not great for customer-facing support, however, and smaller companies might want an 'all-in-one'.

Use Cases and Deployment Scope

We were addressing the issue of managing our incoming projects and tickets in an organized way, in support of the IT and business organizations. We were looking for a tool to track project deliverables step by step as they come in, blockers, estimates and level of effort, change management and the milestones of complex projects.

Likelihood to Recommend

The tool is well suited for enterprise customers with cross functional teams with the need to track projects effectively with a dedicated service, as well as track internal workloads across team members. It is a great solution for teams that have an intake process for incoming technology needs, ttrack milestones and resources for specific projects. It is less appropriate for smaller teams that do not have internal resources for IT related functions.

Use Cases and Deployment Scope

We use JSM as the internal ticketing system. It's the only ticketing system we use in our organization. It's used for tasks such as requesting IT services or submitting employee requests to HR. JSM has been suitable for our needs, as it's part of the Atlassian suite, which allows us to keep documentation in Confluence and manage projects within Jira.

Likelihood to Recommend

I think using a ticketing system is very easy to use and allows multiple teams to create help desks in the same portal. In terms of internal usage, I think this is a great option. However, suppose you're trying to keep internal items and external helpdesks in the same instance. In that case, this is not ideal, as there is no effective way to separate the two instances to protect internal data better.

Use Cases and Deployment Scope

We use Jira to report, track and test bugs and new features in our software. We from customer service report it to the devs, the devs fix or improve the features, and then the tasks come back to us so that we can test the efficiency again. We can accept them or reopen them accordingly

Likelihood to Recommend

We use Jira to report, track and test bugs and new features in our software. We from customer service report it to the devs, the devs fix or improve the features, and then the tasks come back to us so that we can test the efficiency again. We can accept them or reopen them accordingly

Use Cases and Deployment Scope

We are using as service desk tool plus SDLC life cycle management also we use it as business process management

Likelihood to Recommend

Well suited:

1- Appling ITIL framework

2- automation module is very helpful aslo sending webhook requests

less appropriate:

1- managing requests and its service catalogue also handling request related to assignment groups especially all organization has different department which handling certain type of request and handling this through security level is hard in big organization casue it depends on reporter maturity

Use Cases and Deployment Scope

In my company, we use Jira for project management. We use it to track work progress, bug tracking, and project management. We use it every day for tracking purposes. Our company follows biweekly sprints to manage project goals, so we use Jira to track sprints and capture goals to complete the objectives of the sprint.

Likelihood to Recommend

For project management, Jira is one of the best software programs on the market. It is the most widely used software for project management and task tracking. It is also easy to integrate it with other softwares. In our company, we integrate it with Slack to get ticket updates.

Use Cases and Deployment Scope

We use it to handle all our Service Requests, Incidents and Changes. We use this for our Internal Customers (collegues who can report issues, or onboarding of collegues e.g.), but also for our external Customers who can raise tickets through the portal we provided them. We use the Asset feature for Asset Management as well.

Likelihood to Recommend

I believe Jira is a very good system for quickly implementing professional service management with most of the bells and whistles you would expect. I would be inclined to say that Enterprise companies, with a lot of custom processes, it is quite some work to implement this in Jira, and likely not everything will be possible.

Use Cases and Deployment Scope

- Provide support to business partners within our company

- Track & document issues thoroughly via text, video, images

- Provides a document forum to communicate / clarify issues

- Assign & run reporting on requests/issues

- Provide a detailed dashboard to monitor & track issues from all different stakeholders

Likelihood to Recommend

- Well suited for those who want a easy to use forum to track & monitor & document issues

- Also allows for operational requests to be tracked & monitored as well

- From an end-user perspective, once your dashboard & project are setup, its very easy & intuitive to use

- May not be suited for those who want more complicated project management tracking

Use Cases and Deployment Scope

Jira Service Management is used for various purposes with in the organization. The major use cases are incident management, support requests, change requests, RFP requests etc. Jira Service Management is used for tracking the work till it's completed and used for future references. There is to and fro interaction between author and task assigned member for clarifying the issues in smooth way.

Likelihood to Recommend

Jira Service Management tool is well suited for requests are raising issues incident management, change request, RFP request, etc. Jira Service Management is majorly focused on task completion. This tools is completely suitable for project management where it has more complexity. The tool consists of lot of information related to multiple issues, however it not that suitable as knowledge management where we are dependent on confluence.