Jira Service Management - Great IT support tool
June 26, 2024

Jira Service Management - Great IT support tool

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Jira Service Management

- 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

Pros

  • Super quick to update
  • Intuitive GUI for all users to update/correspond
  • Easy to track & monitor issues

Cons

  • Not all features are self-serve for our team
  • Creating more complex tracking, adjusting fields, & different dashboards may required more advanced Jira Service Management support
  • Puts ppl accountable: ensures issues are tracked & transparent for all users of Jira Service Management
  • Requires very little to no training to use for business staff to submit requests/issues
  • Tracks & documents issues for continuous improvement
Jira Service Management is quick, intuitive, & easy to use. Its a little more basic than some other software but thats the benefit. Most of the info that is required from an IT support & change management requires basic information to be inputted. Jira Service Management allows for easy input & monitoring from all stakeholders so that issues / requests can be completed in a timely manner

Do you think Jira Service Management delivers good value for the price?

Not sure

Are you happy with Jira Service Management's feature set?

Yes

Did Jira Service Management live up to sales and marketing promises?

Yes

Did implementation of Jira Service Management go as expected?

I wasn't involved with the implementation phase

Would you buy Jira Service Management again?

Yes

- 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


Jira Service Management Feature Ratings

Incident and problem management
6.8
Organize and prioritize service tickets
6
Self-service tools
7
ITSM collaboration and documentation
7
ITSM reports and dashboards
7
ITSM asset management ()
Not Rated
Change management
7.0
Change requests repository
7
Service-level management
7

Comments

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