What is our primary use case?
I use Jira Service Management for product development. Jira Service Desk is largely for handling customer queries and internal ticket management. It helps us with any IT-related requests and also allows customers to submit feedback for the product. So that's how we use Jira Service Management.
How has it helped my organization?
Jira Service Management provides workflow management, making it easy for us to track queries and provide solutions. It allows us to review historical data to see how our response time to queries has improved over time. This feedback loop helps us enhance our services and products based on customer input and Net Promoter Score (NPS) feedback.
What is most valuable?
Different projects benefit from various features. With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful.
On the Jira Software side, I find the idea management feature valuable. It allows us to maintain a backlog of ideas submitted by customers, employees, and product engineering teams. We can track where ideas originate, follow their development into the product, and engage with customers throughout the process, providing a powerful capability.
What needs improvement?
One area I see for improvement is the custom options for marking an idea as obsolete. Currently, there are options like "not started" or "not working," but in today's rapidly changing tech world, some ideas can become obsolete quickly. For example, technology may become obsolete or a product may no longer be able to cater to a certain idea due to business pivots or changes in the product strategy. However, there is no specific option to indicate why an idea is considered obsolete, whether it's due to technological changes, business model shifts, or other reasons. Capturing these business-driven changes is not easy within the current setup.
It would be beneficial to have a configurable drop-down where we can filter and categorize the reasons for obsolescence, including technical, standard cases, and, importantly, business reasons. If such an option already exists, it might not have been effectively communicated to customers, as I haven't come across it yet within the customer community.
It's essential to have clear ways to manage and track the obsolescence of ideas based on both technical and business considerations.
For how long have I used the solution?
I have been using Jira for more than six years. I currently use the latest version.
What do I think about the stability of the solution?
I would rate the stability a nine out of ten. Stability is pretty good; there's never a significant downtime. It's been great.
What do I think about the scalability of the solution?
It is highly scalable. I would rate the scalability a nine out of ten. We have 500+ end users using this solution. Almost all of our employees use this solution.
It's used every single day, heavily utilized for Jira Service Desk and Jira Software for product development. We use it to its maximum potential.
How are customer service and support?
While Jira has a decent community where you can find answers, technical support is fairly okay, mostly due to their strong community.
How would you rate customer service and support?
How was the initial setup?
I would rate my experience with the initial setup a six out of ten, where one being difficult and ten being easy.
Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options. However, once someone showed me how to use it, it became less challenging. But for new users starting with self-service abilities, it's not up to the mark.
What about the implementation team?
The deployment didn't take too long, maybe two or three weeks. It is a self-maintained solution.
What was our ROI?
We have seen an ROI. The standard way of operating with Jira has optimized time efficiency, which translates to cost efficiency. It allows us to resolve issues more efficiently, although the interface complexity might slightly impact overall efficiency.
What's my experience with pricing, setup cost, and licensing?
The price is not high. I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced, considering other similar products in the market.
There are no additional costs. The license we have covered quite a few offerings, like Jira's Confluence page, so that's pretty good.
What other advice do I have?
If you have a large organization with complex processes and need to scale up, Jira Service Management is an excellent platform for service and development management. However, if you're looking to optimize operations, improve services through data insights, and have a large organization, I would recommend considering ServiceNow as well.
Overall, I would rate the solution a seven out of ten. It's a solid solution with some room for improvement, but overall, it's a valuable product for our organization.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Microsoft Azure
Disclosure: I am a real user, and this review is based on my own experience and opinions.