Agile and well-done ITSM for a good price
December 16, 2019

Agile and well-done ITSM for a good price

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review

Overall Satisfaction with Jira Service Desk

I use and have implemented this product for some years now to support the formal implementation of ITIL v3 and now ITIL v4 in organizations that have technology departments that support more than 500 users.
  • ITIL templates.
  • Task automation.
  • The mobile client is very basic.
  • Very hard to migrate issues between cloud and on-premise.
  • IT support performance can be increased by 200%, as dashboards and reports make the effectiveness and efficiency of IT staff transparent.
  • Jira Service Desk can be used in combination Jira Software and Jira Core, with which you can centralize all the support of the organization (not just IT) in a single point.
Jira Service Desk has similar or equivalent features to heavyweight competitors as HP Service Manager, for a better price. The highlight of Jira Service Desk, in my opinion, is that you can customize a series of visual boards that are tremendously useful for an agile and transparent IT management. In addition, Jira Service Desk integrates simply with other Atlassian and third-party products. The power of the Jira API, which allows complex automations, is remarkable.
The support of a subscription is excellent, but not that of the community, much less when it comes to new features. When it comes to Atlassian, it is important to have on-site accompaniment, since the experience of using the products begins to be positive after a duly accompanied induction.

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The product is very useful if you have previously established basic and clear rules for IT management, and if there is an on-site support to facilitate the adoption of Jira Service Desk, otherwise there will be users who prefer to continue using MantisBT or something basic.

The best scenario for companies that develop software is to use the entire Atlassian suite in the cloud or in its own server installation, that is: Jira Software + BitBucket + Confluence + Jira Service Desk + HipChat. It is not possible to use some of these products in the cloud and others on your own server.

For companies that do not develop software, the formula is Jira Service Desk + Confluence + HipChat.

Jira Service Management Feature Ratings

Organize and prioritize service tickets
Self-service tools
ITSM collaboration and documentation
ITSM reports and dashboards
Change requests repository
Service-level management