Mark-AndersonDirector of ERP Systems at Clesen Wholesale
Darrin KhanCompliance, Security & Testing Manager at a financial services firm
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"This solution has helped us a great deal in project management tracking and forecasting."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"This is the most complete and versatile enterprise task management product and issue tracker."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"PagerDuty is very stable and very reliable."
"A cool feature is that it helps us to understand the flow of the alert. If the alert was coming to the current on-call and he didn't catch the call or didn't notice it for any reason, it starts being escalated automatically, according to the escalation schedule, or to other teammates. You can see the flow very easily on your phone or via the website, if you want to do a post-mortem."
"The most valuable feature is definitely the flexibility of the schedule. The mobile app is quite also good for what we do: for receiving alerts, acknowledging, assigning, adding new responders. It has rich features for our needs."
"It reduces the amount of white noise. If something comes through, then it will alert somebody. However, if it's a bit of white noise that comes through at night, then it gets dealt with the next day. Everything is visible to everybody. It's not just a single person getting an SMS, then going, "Oh, I'm not going to worry about that." The visibility to everybody on the team is one of the great things about it because it reduces the white noise."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"I don't think the program is very scalable."
"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"The solution should be more formalized. It could be more user-friendly."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"Something that needs to be improved, is adding multilingual support."
"There is room for improvement with the time schedule. The way the schedule currently works is you assign all the team members in one schedule and it automatically spreads them around throughout the schedule... It would be better to be able to edit the schedule and place my team members where I want, or at least to have that option in addition to the automatic process."
"The solution's analytics are okay. I don't think the features, at this point, give you a lot of insights. We have actually been trying to get insights from it but it hasn't really given us a lot of extra points to explore. We were looking at the number of alerts to see where many of the alerts were coming from. We never managed to get many insights on this."
"Because of the way you have to structure the rosters, if an engineer has to go on leave (or something), you can't just go in and reassign/take this person out of all of the different rosters that they're in. You have to go into each of the rosters and take them out. There might be a roster for business hours, after hours rotation, and monitoring deployments. Each time we need to take an engineer out of the pool, e.g., if they're sick or on leave, then we have to go and touch all of those rosters, updating and replacing them. Whereas, if we could just take the person out and have it automatically fill in the rostering, then that would make life a lot easier for managing it."
"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."
"The pricing is free for us because we are an associate partner for the product."
"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."
"We need a license because we have a higher number than the free part."
"The pricing is very competitive and I think that it is okay."
"Licensing costs are around $700 a month, and the only additional costs, are phone costs in some instances."
"The cost is quite high. But if you want to get a full-featured application and you have a big team..."
"If you add more people, then you have to pay more, which is always a thing with the SaaS solutions."
"If we wanted phone calls or additional SMSs, we would have to pitch up for those. They give us so many per month per user, then we have to pay extra if it goes over that."
Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident, problem, change, and configuration management.
PagerDuty is an agile incident management solution that integrates with ITOps and DevOps monitoring stacks to improve operational reliability and agility. From enriching and aggregating events to correlating them into actionable alerts, PagerDuty streamlines the incident management lifecycle by reducing noise and resolution times. With hundreds of native integrations with operations tools, automated scheduling, advance reporting and guaranteed availability, PagerDuty is trusted by over 7,000 organizations globally to increase business and employee efficiency. The company is headquartered in San Francisco and backed by leading venture capital firms Andreessen Horowitz, Bessemer Venture Partners, Baseline Ventures, Ignition Partners and others. To try PagerDuty for free, or to get more information, visit www.pagerduty.com.
JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 18 reviews while PagerDuty is ranked 1st in IT Alerting and Incident Management with 4 reviews. JIRA Service Management is rated 7.8, while PagerDuty is rated 8.6. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of PagerDuty writes "Reduces white noise, which has reduced engineer fatigue". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Zendesk Guide, IBM Maximo and HEAT Service Management, whereas PagerDuty is most compared with ServiceNow, Everbridge IT Alerting, Opsgenie, Splunk and BigPanda.
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