JIRA Service Management

Avantages

Jira Service management tool gives a 360 view of the ticket life cycle. I like the fact that you pick a ticket and find all related tickets or related dependency services being affected by the incidence raised. There is also an easy to find knowledge from it knowledge management repository when resolving an incidence or request.

Inconvénients

I am yet to discover what I least like about it

Avantages

- JIRA is very simple to setup & deploy for beginners & can also be used very effectively by advanced users- Has integrations with other tools- JIRA helps report, manage & track bugs, product features via tickets in 1 place- JIRA has history of tickets, work logs, etc that help document projects & promote overall accountability

Inconvénients

- JIRA can be expensive for small companies & small teams- JIRA needs licenses for users just to view the JIRA board & tickets

Alternatives envisagées 

monday.com

Pourquoi passer à JIRA Service Management

We chose JIRA as everyone were familiar with the tool & had prior experience with using it.

Avantages

It is easy to follow up on ongoing projects

Inconvénients

The only thing that could be better is that the job filter has to be reapplied every time you move in or out from a ticket but it's not that much of a big deal.

Avantages

- Powerful project tracking: it provides an extensive range of tools and features to effectively manage software development projects, including issue tracking, task assignment, and progress monitoring.- Customizability: The software allows for extensive customization, enabling teams to adapt it to their specific workflows and requirements.- Integration capabilities: it seamlessly integrates with various development tools and platforms, facilitating collaboration and enhancing productivity.- Reporting and analytics: it offers robust reporting and analytics features, providing valuable insights into team performance, project progress, and issue resolution.

Inconvénients

- Steep learning curve: Due to its vast customization options, JIRA can be initially overwhelming for new users, requiring time and effort to fully grasp its functionalities.- Complexity: The extensive features and configurations available in JIRA can sometimes make the software feel cumbersome, especially for smaller, less complex projects.

Avantages

- Interfaz rápida, intuitiva y amigable.- Se pueden asignar automáticamente los tickets a los miembros del equipo, de modo a que no queden en la cola de espera.- Tiene una alta capacidad de integración con muchos softwares de terceros.

Inconvénients

- Es complicado migrar flujos probados en entorno de Desarrollo al entorno de Producción, en un futuro ojalá tengan una manera mas simple de exportarlos.- El motor de búsqueda del producto aun tiene muchas oportunidades de mejorar.- Si se elimina un ticket, ya no es posible recuperarlo. Creo importante en un futuro puedan agregar esa posibilidad.

Avantages

Praticidade, facilidade de acesso e rapidez

Inconvénients

Dos poucos meses que estou utilizando a ferramenta, não tenho nada para reclamar.

Avantages

We utilize Jira to proactively guard against issues, notify clients when they are discovered, and monitor their progress and enhancements. Having the assignor's identity and that of the assigned person clearly shown also helps establish trust.

Inconvénients

I had trouble finding older tickets or finding out who else had been assigned to the key I was working on; an internal chat function could greatly benefit those of us waiting for clients to respond to comments.

Avantages

First of all, Jira allows us to manage customer support requests in an organized way. They can be tailored to individual squads and relatively easily monitored. All relevant details can be stored in one location in a Jira request. Jira is an easy-to-use tool and request tracker for teams, with features including customizable dashboards, access permissions, and time/effort monitoring.

Inconvénients

Inadequate translation of Jira Service Management into other languages is one of its biggest drawbacks, as it results in an unnatural hybrid between English and the selected language.

Avantages

Riesci ad avere degli scambi real time sui requisiti direttamente con i team di progetto. Utile come strumento.

Inconvénients

Le etichette/icone che distinguono le varie funzionalità non sono accessibili. Migliorerei il sistema di monitoraggio dei progetti, lo renderei più grafico. Darei la possibilità al sistema di notifica(mail) di vedere direttamene in chiaro il messaggio senza andare necessariamente sul tool

Avantages

La rapidez en que todos los involucrados pueden disponer de su tiempo para resolver un ticket y la rapidez en la que también se puede responder por mail y llevarlo al crm de la empresa

Inconvénients

No he encontrado ninguna contra de la de la herramienta ya que solo la utilizamos para help desk en telecomunicaciones

Avantages

Most feature rich ticketing/project system

Inconvénients

Clunky and slow at times, will freeze up for minutes wen making changes

Avantages

User-friendly software, Navigate the software with ease.

Inconvénients

I could not thing I like least about JIRA Service Management.

Avantages

Works so well with a support email ID to collect client helpdesk issues, and even link them to development (IT project) tickets

Inconvénients

Perhaps the dashboards can be easier and more insightful, for checking workload, number of issues managed per staff member etc

Alternatives envisagées 

Zendesk Suite

Pourquoi passer à JIRA Service Management

Since we have a lot of helpdesk tickets that may translate into a product feature, or enhancement or bugs that can be forwarded to the IT development team, we wanted to use something that syncs with JIRA very well

Avantages

Organises unlike any other management tools for all our needs. A very flexible tool and the ease of integrations with other apps via API is much appreciated.

Inconvénients

A little bit steep learning curve, but definitely doable after a bit of Jira training/course.

Avantages

The most important part of the Jira functionality is the availability to enable teams to create, update, comment, assign, and establish a clear channel, and expectations that are required to complete a project in an organized and efficient fashion, the feasibility of documenting and creating a project status report based on tasks, pre-defined or project tailored tasks.

Inconvénients

I believe that graphical interface dashboards would help to be robust, meaning, more detailed information, and the availability to generate clear reports is always useful for clients that don't want to access Jira, and just want an insight dashboard or the Project Lifecycle.

Avantages

customizable workflows for hr processes and good centralized ticket management

Inconvénients

Interface can feel a bit overwhelming and the pricing for advanced features is high.

Avantages

It was easy to configure and use. Managing the tickets is straight forward and intuitive. The UI was well thought out.

Inconvénients

There isn’t a comprehensive user community or help documentation compared to products that have been in the industry longer.

Avantages

Automation ability to streamline a number of tasks, tickets management

Inconvénients

Reporting and dashboards needs some improvement and ability to customize will help

Avantages

JIRA is very useful to use while compared to other tracking tools. It helps us to track the issues and progress assigned within the different teams. You can also filter the stories assigned to us that helps you monitor on track !

Inconvénients

I don't have any major dislikes about JIRA Service Management.

Avantages

The high configurability and flexibility allow it to satisfy practically all use cases.
The possibility of integrating it with an SCM saves time and allows you to rationalize commits.

Inconvénients

We would like the possibility of being able to develop configurations and apply them to various projects, as well as not being able to use all the features that are not needed.

Avantages

Una vez está configurado a tu gusto, el uso del producto es muy fácil y sobretodo, rápido. Ayuda mucho que guarde un log de cada actualización en las tareas, por mínima que sea, y que además puedas recibir un correo electrónico en cad actualización a la que estás suscrito. La integración fue relativamente sencilla El buscador también es muy útil y superrápido, así como el sistema de etiquetas, que te permite sacar estadísticas de forma rápida.

Inconvénients

Me gustaría más si tuviera más opciones de personalización del texto, con un editor WYGIWYS. A veces quiero remarcar algo en el ticket y no me gusta como deben añadirse las negritas. También me gustaría que cuando finalizas una tarea, pudieras añadir una imagen adjunta con el mensaje de cierre.

Avantages

User friendliness is great and its unified platform makes it easy for submitting any requests/tickets that can be categorized easily.

Inconvénients

There have been occasional glitches that deleted my requests and tickets but not much issues other than that.

Avantages

Jira Service Management implements ITIL-based functions that work very well and are easy to implement for a company of any size.

Inconvénients

The learning curve for users used to working with Jira Software is important to keep in mind. Jira Service Management has some particular functionalities that are different from regular Jira Software projects.

Avantages

The customizable workflows and powerful search functionality make it a must-have for IT teams.

Inconvénients

The learning curve can be a bit steep for new users, and the interface could use some modernization.

Avantages

User interface and the possibility of customizations

Inconvénients

Dependency on plugins for specific features

Avantages

Tool with good features and great for tracking tickets. Perfect for collaboration with your teammates. I like the customizable dashboard.

Inconvénients

As any software of this kind the setup can be complex and difficult for new users.

Avantages

The possibility to create a Dashboard to manage your task and perform the specific Sprints for each ativity

Inconvénients

The lack of possibility to integrate with sharepoint domain.

Avantages

The interface is user friendly. I can follow projects and processes quickly and easily. The findings opened for our outsourcing solution partners are great to view and report. It is clear who does what in the team and the status of the processes can be examined by everyone.

Inconvénients

I am very pleased with the features and functions I have encountered and used so far. There isn't a feature I don't like.

Avantages

The simplicity of the overall software is a huge plus. I didn’t know a company would be better off until I used it. And now I can’t see myself not using it! It’s a simplistic design and very easy to use.

Inconvénients

There’s always an issue when adding bulleted lists! When starting a paragraph underneath it always seems to indent it. Not sure why. But definitely not a deal-breaker.

Avantages

What i like most is the engagement that it have with ITIL practices

Inconvénients

What i like least is the learning curve, little bit harder than other ITSM solutions.

Avantages

custimized dashboard which enable to focus on what I intersted

Inconvénients

Some working flow is not flexsible for me， not sure whether it is a configuration issue or not？

Avantages

Jira Service desk is the help desk add on for Jira. It's great because it seamlessly integrates with Jira. If you're on Jira already it's a natural extension.

Inconvénients

It's not really viable as a stand alone product but as part of the Jira ecosystem it's a nice add on. Quite steep learning curve.

Avantages

Es ist sehr übersichtlich, auch wenn man bisher keine Erfahrungen hatte, sind die Funktionen schnell gelernt und erklären sich fast von alleine.

Avantages

Jira is a very user friendly application. Its utilization for backend communication allows for efficient problem solving.

Inconvénients

At first it seems overwhelming, but very easy for end user.

Avantages

Well integrated with agile framework, have sub task under projects

Inconvénients

The project timeline setup is not intuitive, especially when u need to set up multiple task in parallel

Avantages

The interface is intuitive which is critical when using Jira across an organization. Team members with varying levels of tech-savvy are able to navigate tickets and collaborate.

Inconvénients

Setting up the workflow design is a little overwhelming for a novice user. With so many options, figuring out the right path for your needs can be a little daunting.

Avantages

The ease of use and automation. It allowed to streamline processes

Inconvénients

Nothing not to like it vastly improved everything it touched

Avantages

The amount of features that JIRA has allows for our team to use it to track a multitude of ticket/project types.

Inconvénients

The number of features can be overwhelming and this platform is not the best organized. There is a lot going on with different boards, timelines, and tickets so it can be easy to lose track of everything and for things to be overlooked.

Avantages

Seamless Collaboration and Communication

Inconvénients

I do not see any negative feedback about Jira during the 9month-span that I was using it.

Avantages

I really like how much control you have over the phases and hierarchies that might grow inside a single project or task when it comes to team planning. That, in my opinion, is extremely beneficial and necessary for assignments that call for a high level of detail.

Inconvénients

The fact that JIRA offers so many options and customizations made it a little difficult. It feels extremely slow because there are so many repeating, mainly identical empty fields that must be filled out repeatedly.

Avantages

It's a great app for ticket control and IT case tracking, additional for other projects.

Inconvénients

So far,I have no cons with using the app.

Avantages

Al usarlo me pareció una herramienta con muchas acciones y compleja, pero con el uso fue fácil de entender y acostumbrarse a la gestión de los documentos.

Inconvénients

La cuenta gratuita está limitada a 3 agentes para la gestión de los documentos, por lo tanto la aplicación se limita con 3 bibliotecarios.

Avantages

JIRA Service Management is an effective service desk solution that has revolutionized our team's support process. With its powerful features, intuitive interface, and seamless integration with other Atlassian tools, it offers a comprehensive solution for managing customer requests and bugs.

Inconvénients

i don't have any minuses to say about this product.

Avantages

It's convenient for managers to track and assign tasks to different persons.

Inconvénients

Just a new user to JIRA so it's not that familiar with all the functions and tips.

Avantages

Fast, easy and dependable. Great company

Inconvénients

Haven’t found anything wrong so far, has been a good asset to the company

Avantages

I like Jira for its simplicity. These last few months that I started using it at my new job I understand that I had suffered a lot previously. It is easy to manage tickets and incidents as well as knowledge sharing with my colleagues.

Inconvénients

It is not easy to get used with it. Sometimes too many options for a beginner , but it gets better as time goes.

Avantages

Jira Service Management is a great value for ITSM. It provides a portal for an unlimited customer base, and agent access based on Jira core. It's also very affordable compared to other similar products.

Inconvénients

The customer portal is great, but offers little out of box customization. To build an elaborate portal, you need to purchase some marketplace add-ons.

Alternatives envisagées 

ServiceNow

Pourquoi passer à JIRA Service Management

Much better affordability and user experience.

Avantages

me gusto mucho que proporciona metricas claras a lo que se requiere, su hoja de ruta avanzada, aparte es muy intuitivo.

Inconvénients

si por X o Y razon se llega a eliminar por herror algun ticket este no se puede recuperar, espero que en una actualizacion futura puedan modificar este inconveniente.

Avantages

Brilliant tool. Bug free. Give nice reports. Love the querying tool to extract data.

Inconvénients

None. I haven’t heard of any other software doing that great job as jira.

Avantages

- An array of available plugins for seamless synchronization- The comprehensive list of features proves invaluable for integrating teams of all sizes and facilitating project and task management.

Inconvénients

- The abundance of features can be overwhelming when trying to learn the entire suite. - Certain features like flags and notifications tend to overlap within certain workflows, resulting in some redundancy.