JIRA Service Management

Avantages

Tracking tickets is pretty good.
Email updates are reliable and configurable

Inconvénients

Poor search functionality
Most pages will not update when someone else changes something

Avantages

JSM allows customization of workflows to match the needs of your organization. This helps tailor incident, request, and problem management processes. JSM also provides built-in automation, allowing repetitive tasks to be automated, saving time and reducing human error. The platform can scale from small teams to large enterprises, making it suitable for organizations of various sizes.

Inconvénients

Customizing workflows, automating tasks, and configuring the system can be complex for beginners or teams without experience in Jira. It might require dedicated resources for setup and management. JSM can generate excessive notifications, which can be overwhelming for end-users if not properly configured.

Avantages

What I like most about Jira Service Management is its ability to streamline event service requests with customizable workflows, clear prioritization, and real-time status tracking.

Inconvénients

What I liked least about Jira Service Management is its complexity for new users, which can make initial setup and navigation challenging without prior experience.

Alternatives envisagées 

Pourquoi passer à JIRA Service Management

Avantages

It makes managing IT requests and incidents much more streamlined. The customizable workflows and automation features save a lot of time and help keep everything organized. We have digitalized many workflows across multiple departments not just IT

Inconvénients

The learning curve can be a bit steep for new users, especially when setting up workflows. We went through too much trial and error to get some basic stuff done

Avantages

It is easy to link story and test tickets together

Inconvénients

Sometimes, Jira shows loading issues when opening attachments

Avantages

Teams created and developed workflows with out of the box capabilities provided Intergrations of apps that prove to be necessary to achieve greater client and customer interactions team became much more cohesive

Inconvénients

Some templates did not fit the needs or use case plan we reviewed or wanted to establish.

Avantages

Project managemrt and tracking and the way how jira follow agile

Inconvénients

Customizations is a bit heard in jira. Learning new tool

Avantages

Jira is great and is a everyday use by many at my company

Inconvénients

I haven't run into any issues with Jira yet

Avantages

JIRA is the most useful tool for my remote team. I love that I get a bird's eye view of the items and statuses of what my team is working on. I am able to get a quick summary of the items that will make this month's sprint. It also makes collaboration easier as the system promotes ownership, accountability, and progress.

Inconvénients

I wish we can assign more than one user to a card or assign a whole team.

Avantages

Pretty much everything to do with ticket management and notifications from our internal 'customers'

Inconvénients

The search functionality could do with some work when looking for older tickets and the searching of 'similar requests'

Alternatives envisagées 

Pourquoi passer à JIRA Service Management

Avantages

Works very well as a ticket system, it's very customisable and uses JQL for custom queries if you're inclined towards detailed reporting. Third Party Addins available online in their marketplace and bountyful automation features.

Inconvénients

It's very difficult to setup requires alot of time and effort and the software is not userfriendly so if you're implenting for a team that isn't IT literate then perhaps include some extra training days.

Alternatives envisagées 

Pourquoi choisir JIRA Service Management 

Logiciel antérieur 

Pourquoi passer à JIRA Service Management

Avantages

What I liked most about JIRA Service Management is its flexibility and scalability. The tool allows for extensive customization, making it adaptable to different ITSM needs. Whether you're managing incidents, changes, or service requests, the platform's workflow automation and integrations with other Atlassian products (like Confluence or Bitbucket) make processes much smoother. The SLA tracking and reporting features are particularly valuable for tracking performance metrics, and the interface is intuitive, helping teams stay organized and collaborative.

Inconvénients

The downside of JIRA Service Management is the learning curve. New users might find it overwhelming at first due to its range of features and customization options. Additionally, while the platform offers a lot of flexibility, setting up these configurations can be time-consuming, especially without technical expertise. Performance can sometimes lag when managing large volumes of tickets or data, which may slow down productivity.

Avantages

It is very intuitive. Has got good features like tags , labels etc. which helps to categorize issues well. It helps in reporting as well.

Inconvénients

Poor help documents especially around JQL

Avantages

Lot of functions so we are able to customize it for our needs

Inconvénients

UX, complicated setup and plugins which doesnt work as expected

Avantages

Highly customisable service desk portal, from the fields to the UI. We can set up a new portal in minutes for every new project and easily tie the tickets to our internal Jira Software projects keeping internal and external discussions separate.

Inconvénients

SLA management should be made easier as well as the reporting options. Naturally the easy integration between the service desk and the software issue tracking system occurs if you are using Atlassian, good luck with other tools.

Alternatives envisagées 

Logiciel antérieur 

Avantages

It has made the incident and ticket mangement so easy. Its jntegration witj Zendesk is so helpful

Inconvénients

The configuration takes a bit of time. If you have not used Jira earlier then learning takes a bit if time.

Avantages

- Seamless integration with other Atlassian products, such as JIRA Software and Confluence.
- The interface is intuitive
- Flexibility in configuring workflows and automation
- Customer portal is user-friendly and simplifies the process of submitting and tracking requests

Inconvénients

The biggest downside is that customization, while powerful, can be overly complex for non-technical users. Certain advanced features require a deep understanding of JIRA’s configuration options or even scripting with tools like ScriptRunner.

Avantages

Effective Resource management
Effort tracking
Dashboard
Resource Assignment

Inconvénients

more visual analytics would help in easy assessmement

Avantages

its workflow management - easy transition from one state to another .access management - restricting users from updating or configuring boards to avoid unintended confusions .bug tracking and user story creations - made my easy to track and progress in right direction .

Inconvénients

with my current usage of JIRA - nothing I dislike about JIRA - it does everything that I am asked to do .it

Avantages

Jira is a good tool , we used it mostly for Product Management based work due to it's easy to share and easy to grant access features I find it ideal in a Product based environment and that is where it shines best . (decent pricing , good collaboration , good reporting )

Inconvénients

At this price point , you have a lot of variety and the market becomes very competitive , you can go other options if you have a Support department for example , if money is no option than this can also fit that role , however the additional features that Jira offers I feel might be lost on support.Summary : Great for Product , Medium for Support

Avantages

It helps us to organise and better understand the current progress.

Inconvénients

It should support github comments and it would be nice if could integrate github such that task could change progress based on github commits

Avantages

It is very easy to use even for a new person. Very easy to track tickets and Overall Project status. Easy to get notification and ticket assignment.

Inconvénients

When total number for ticket to be tracked is very high it feels little slow to respond. and also for non technical team it can be little tricky to setup initially.

Avantages

The customizable workflows and easy integration with other systems are huge benefits.

Inconvénients

The user interface can be overwhelming for new users, and the learning curve is a bit steep.

Avantages

JSM allows the creation of robust automated workflows. The framework is flexible and allows it to be modified or extended through the application of 3rd party scripts or plugins.

Inconvénients

Limited ability to customize and change both the customer portal and the agent's view.

Avantages

I like how customizable it is. You can set up workflows and automate processes to fit your team’s needs. The integration with other Atlassian tools is a huge plus, making it easy to track and resolve issues.

Inconvénients

It can feel a bit complicated at first, especially if you're not familiar with the Atlassian ecosystem. The user interface is not as intuitive as I’d like, and some tasks take more clicks than necessary.

Avantages

Herramienta robusta, escalable, inteligente, segura

Inconvénients

Quiza podria mejorar su interfaz, ser un poco mas actual.

Alternatives envisagées 

Pourquoi choisir JIRA Service Management 

Logiciel antérieur 

Pourquoi passer à JIRA Service Management

Avantages

Seamless JIRA integration, customizable workflows, advanced automation, user-friendly interface, robust reporting, scalable, SLA management, and extensive third-party integrations.

Inconvénients

Complex setup, expensive for small teams, slower with large data, steep learning curve, and overwhelming customization for non-tech users.

Alternatives envisagées 

Logiciel antérieur 

Pourquoi passer à JIRA Service Management

Avantages

I like the analytics and incident management part of the Jira service desk management and of course the ease of locating tickets and updating them.

Inconvénients

I feel like JQL is necessary for important searches which not everyone has experience with.

Avantages

The flexibility, all the things you can setup for a project to be tracked here, the board management, workflows, assignments, roles and that fits so great for Scrum teams.

Inconvénients

We are lacking to have a free test cases management in Jira.

Avantages

Cloud-based, extremely flexible, and a large marketplace of third-party applications and plug-ins allow for integration with and endless number of external applications.

Inconvénients

Cost. Compared to the other Atlassian products this is on the much more expensive side as you require more-and-more agents.

Avantages

Perfect tool to keep track on the request and make a bridge with the developer team. Able to edit content , know the progress , discuss the issues are quite easy and effective with Jira.

To see the histories of JIRA and to link the related issues it's all good.

Inconvénients

Jira is somehow costly for small orgs. Little bit complicated platform with excessive options.

Avantages

It has transformed our IT help desk into a well-oiled machine. I love the intuitive portal that allows employees to easily submit requests, track their progress, and access helpful knowledge base articles. The automation features and customizable workflows have streamlined our processes and improved our response times significantly.

Inconvénients

Reporting capabilities, generating custom reports and dashboards can sometimes require a bit of technical expertise.

Avantages

I love using JIRA as a PM tool. It makes our ability to communicate laterally in the org much more streamlined.

Inconvénients

This may be more of an internal "how we implement" the tool, but crossing into other depts boards or tickets is a hassle since even viewing requires an access approval.

Avantages

The customizations, automations and all of the integrations

Inconvénients

Pricing, Support can be slow at times, Not very user-friendly when just starting out, Log information is very spread out

Avantages

This product helps our institution track ticket stats and helps us communicate with our customers efficiently.

Inconvénients

The user interface could use a bit of a revamp. We also noticed that some workflow process could be added to track assets and maintain inventory.

Avantages

The thing that I like most about this product is the portal that shows all my open tickets. I can edit the title to have more information to keep track of exactly what that ticket is. I also like how I can organize it to show what I have open vs what the portal has open in terms of tickets.

Inconvénients

There is not much to dislike about my use of the product,, I think the one thing that was nice that is no longer in use is the ability to filter your workload in the filters section. Previously I was able to easily filter my workload to show how much I had gotten done in X amount of time but I am no longer able to do that in the way I had previously.

Avantages

Ease of onboarding and managing different types of support projects

Inconvénients

We just love this piece of tech and there is nothing specific that we don't like.

Avantages

The ticketing system is very easy to use and intuitive.

Inconvénients

While it is very easy to write the description for a ticket and edit it later, it is also highly error prone because anyone could just accidentally click on the description area and accidentally change something in there. However, there's no built-in tool to revert the accidental changes.

Avantages

Managing projects in service management is easy & integrating various applications into it is seamless

Inconvénients

A bit confusing at first, roles seem jumbled at first glance & service management itself is a bit ugly when looking at it externally

Alternatives envisagées 

Pourquoi passer à JIRA Service Management

Avantages

JIRA is a good ticketing system and works well for I/T management - even though I am not in I/T.

Inconvénients

There is a double-edge sword meaning, all of the history stays with it, meaning, the ticket becomes very long, but then again, all the history is long. I also have had problems adding someone to a ticket where they can input.

Avantages

What I like the most about Jira is the management of tasks. You can monitor real-time the tasks assigned to you and work on them.

Inconvénients

When you have lots of tasks it can be overwhelming to look but priority system can help manage and organize the tasks that was created.

Avantages

Jira is standard of IT industry for managing effective development and connecting it to other teams in the company.

Inconvénients

Jira can be sometimes complicated which is expected considering the amount of feature it needs to handle complex business processes.

Alternatives envisagées 

Pourquoi passer à JIRA Service Management

Avantages

Jira's ITSM module is user-friendly and intuitive. You don't need much training to master it. One of the features I appreciate most is the ability to mention other people with @ in the comment section and keep them updated on the ticket status.

Inconvénients

The IT asset management module is very complex and requires a lot of configuration to enable the basic features. The out of box feature in this module was not useful for my purposes. I had to set up the IT asset classes from the schema level, which was time-consuming and tedious.

Avantages

Helps keep requests organized
Customizable SLAs
Satisfaction Surveys

Inconvénients

Not as many tools like prioritization or a dashboard for stakeholders
For people to see internal comments, they need to be an agent and an agent is a paid user

Avantages

Most widely used tool for business analysis and documetation issue tracking. Almost a standard worldwide.

Inconvénients

Hard to customize and slow in changing interface to be more user friendly

Avantages

I like the most that the cross-team collaboration works really good and everyone can stay updated and everyone relevant can request an update whenever needed. And it is helpful for multiple teams (support, finance, engineering and etc), since it can be modified whatever the need is.

Inconvénients

In some cases the product of JSM is not the most flexible and convenient. Still has issues.

Avantages

The program helps develop the right communication procedures, and this helps in ticket management

Inconvénients

JIRA Service gives the right communication, and nothing that limits its efficiency.

Avantages

Users friendly, perfect for my small business

Inconvénients

Setting up the service needs more information but with the help it works good

Avantages

Good tool for managing task progress in a project

Inconvénients

There's a learning curve associated with using Jira service management.

Avantages

Usage and crearimg tickets are so easy and have good interface

Inconvénients

I do not have something bad for jira management