Item: Jira Service Management
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Jira Service Management helps manage multiple teams to collaborate and work together efficiently. The UI is very straight forward and a customizable tool to manage the requests and SLA's. It's cost may be high compared to its competitors although it has customized pricing plans based on the implementation scale. It's automated ticket routing facility stands out.

Pros and Cons

Integration options
Automated routing of tickets
User Experience

Reports Section - Need to have more customizable fields
Pricing
Performance is slow (sometimes)

Return on Investment

Visibility for the entire team by logging the requests in a central repository
Tracking of issues and response time to client has been improved
Automated ticket routing enables user to take up tasks instantly

Key Insights

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?

I wasn't involved with the selection/purchase process

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

Likelihood to Recommend

Integration with Opsgenie has made the incident management process very seamless. One thing, that I feel they could improve on is the reports section where they could have more customizable options. On the whole, it is a straight-forward tool to manage your requests and their customer support is prompt on the query resolution.

Modern and Easy to collaborate ITSM tool

Overall Satisfaction with Jira Service Management (Jira Service Desk)