JIRA Service Management Review

An easy to configure and use solution for supporting and servicing requests


What is our primary use case?

The primary use case is for support. I open, support, and service a request. There is also some follow up with the activities.

What is most valuable?

Some of the most valuable features are simplicity, ease of configuration, and ease of customization. Overall, it's very easy to work with.

What needs improvement?

At times you will need add-ons or additional software, so built-in features would be helpful. For example, a built-in SIEM.

It would be interesting to add an Atlassian SIEM. I think it would be great!

For how long have I used the solution?

I have been working with JIRA Service Desk for one year.

What do I think about the stability of the solution?

This solution is stable and we have not experienced any bugs.

What do I think about the scalability of the solution?

This solution is scalable. They have a good architecture with good settings, especially the data center architecture. You can download scalable architecture.

How are customer service and technical support?

I have not used the technical support.

How was the initial setup?

The initial setup was simple.

It takes a maximum of one month to deploy this solution for a medium-sized company.

At times, customers request regular assistance for maintenance as they do not have anyone internally. It's an on-demand implementation or improvement.

What about the implementation team?

We implement this solution for our customers. Most of our customers are medium-sized companies, but we do have some that are larger.

What's my experience with pricing, setup cost, and licensing?

It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain.

There are additional costs for add-ons that require additional software to support the specific add-on.

There are not only custom licenses, they have licenses for add-ons as well.

Globally, it's an interesting cost perspective.

What other advice do I have?

Because it is simple, you can start small and develop. You can customize more and more depending on your requirements. It's quite simple to configure.

I would say start and improve. Often you have to think about everything because it will be painful later on if you need to add customization that comes with JIRA Service Desk. This is the reason that you can start in one month. It's a simpler approach.

It's a good product.

I would rate this solution a nine out of ten.

Which deployment model are you using for this solution?

On-premises

Which version of this solution are you currently using?

8.5
**Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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