It is free to try, so make sure you try it. The single biggest thing to look at is the licensing cost, especially if you plan to use something like Confluence, which is something you would probably want to roll out throughout the company because it is just a Wiki. If I've got two software developers and I put an add-on, having to pay 100 licenses for that is just crazy. 

I would rate Jira Service Desk an eight out of ten.

Overall, I would rate the solution an eight out of ten. It is a good tool, but it is expensive. However, it does provide the information needed to make good decisions about operational development and performance. It provides good visibility, but it is also very expensive.

I would definitely recommend Jira. It's a great solution, but like any other IT tool, it's important to have well-defined processes in place before you implement it. If your processes are not well-defined, Jira won't be able to help you as much.

Overall, I would rate the solution a ten out of ten. It was a great experience for both our first-line help desk managers and our end users. The interface is super easy to use, and the analytics features are really helpful. We were also able to deploy Symantec Data Protection 2 in Jira, which was a great addition.

Overall, I would rate the JIRA Service Management solution a six, on a scale from one to 10, where one is the worst and 10 is the best.

We are Atlassian partners.

We have a cloud version, and we have a data center as well. In the cloud, we are doing migration activities. In the coming next two years, when it comes to the server, there is no support and therefore, we're planning to completely move to migrate to the cloud.

If you are using this software for the first time, I would suggest the use of the cloud instead of a data center server. I prefer to use the cloud due to the fact that, in the coming two years, the server won't have that much support. Everyone is moving to the cloud and it's developing daily. The automation is inbuilt in the cloud compared to the server as well. Of course, for automation, you will have to pay.

We do find the cloud more secure and there are updates happening day by day. It's becoming more robust.

I'd rate the solution eight out of ten. If they improved their API integrations, I would rate it higher. 

My company has JIRA Service Management both on the cloud and on-premises.

I'm using the latest version of JIRA Service Management in the cloud, but I can't recall if the server version is 7 or 8.

The solution doesn't require maintenance after deployment. Still, my company has a maintenance contract with the vendor if the need for script customization arises, but for maintaining workflows, that's managed by my company.

The company has around two thousand agents on JIRA Service Management, but the number of customers is three thousand to four thousand. The number of users increases daily, but my team only gives them the customer view, so my company's current usage is enough.

I'd recommend JIRA Service Management to others.

My rating for the solution is eight out of ten.

I'm a customer and end-user.

We use a few Jira tools across the organization. 

It is one of the best tools in the market right now. If you are looking for any service management tool, then you have to go for it. It's easy to maintain and easy to use. The user interface is very good. 

If you are in a client-based organization, your client will find it more useful as you can integrate with Confluence, and then you can deflect the users to the knowledge parts. You can create your own knowledge information on Confluence, and, without creating tickets, you can redirect your client or user to Confluence.

From there, they can get the information they need. It saves a lot of time for the IT team and empowers the users to do things by themselves. They do not have to follow up. They do not have to create a ticket.

I'd rate the solution nine out of ten.

I advise anybody looking into JSM to ensure they get their workflows right and plan strategically about how they want to integrate their standard product with JSM. They should also stay away from the on-prem version. I would give JSM a rating of seven out of ten.

We have started moving into cloud deployment because Jira has discontinued the support for the on-prem servers. Moreover, we are moving to the cloud to reduce the cost. There are many users who are licensed for our on-prem server, but they are not using it. We have 1,800 employees, but out of 1,800, there are 1,000 employees using Jira on a daily basis. We are paying the cost per user. There should be licenses for frequent and infrequent users. For example, my manager logged in once in one quarter or after two months or one month, and we are paying $20 per user.

If they want to save money and have the ability to make workflows by themselves, they can use it for startup companies. Startup companies should instantly go to Jira because it can help them in all departments. They won't need to buy different software for different departments, so it's better to go for Jira and make workflows for each department, which will all be using the same software. That way, they can interconnect within the departments.

I rate Jira Service Management a seven out of ten.

I rate Jira Service Management seven out of 10. The basics are good, but I'd like to see improvements in user-interface performance and scalability. Querying functionality is also limited. It would be nice if Jira allowed more advanced queries. The user interface doesn't lend itself to working concurrently, with multiple users having a conversation and using the system concurrently. Those are areas for improvement. I would rate it a 10 if it had those. But it does not.

Before deploying Jira, I recommend researching the product to see if it meets your needs. Jira fits a very wide range of needs. But there are a few situations where it is not optimal, or needs to be used in an augmented way. For example, it shouldn't be used to support Scrum events directly, because the user interface doesn't lend itself to working concurrently. You need to update frequently to see changes made by others, and actions are generally sequential. If I need a solution, e.g., for a Daily Scrum, I'd much rather use something like Mural or Miro, and then have it interface with Jira. While Jira can ultimately still be used in these scenarios, as the backend, it benefits from some kind of digital whiteboard on the UI end that allows people to work concurrently with it.

JIRA Service Management is deployed on-cloud in our organization.

Overall, I rate JIRA Service Management a nine out of ten.

To those planning to use it, I would say that if they have a larger customer base, which may cause them to incur some licensing costs, then that is the area where they should look at JSM as a candidate. If some want to automate their internal processes, which could be operational, business-centric, or technical operation, they can use JSM. People who can look at JSM as a candidate are those who have a little bit of asset requirement where they want to manage the instance and opt for the trace and track functionality to find out what exactly is happening and who is honing what in general.

Overall, I rate the solution a nine out of ten.

Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning. 

Repeat hiring of external consultancy every couple of years as knowledge fades out (people get different tasks to do). You should optimize your software infrastructure and re-evaluate it every three to four years to make optimal use of your infrastructure as the outside world changes very fast. Requirements also change.

I'm a normal user.

I haven't focused a lot on updates. I'm not sure which version we're on. 

I'd recommend the solution. It's easy to use and the fastest way to handle a ticketing system. 

I'd rate the product eight out of ten. 

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.

We chose JIRA because we did not want a large platform with a lot of features. JIRA is a good platform that can be implemented quickly with a focused offering. 

I would rate JIRA Service Management an eight and a half out of 10 overall.

I rate JIRA Service Management an eight out of ten.

I'm a heavy Jira and Confluence user and have a lot of information on system integration projects. My company used ALM solutions ten years back, but not now. I'm looking for other solutions that provide quick delivery for digital transformation projects, as that's what companies search for nowadays.

Confluence, like Jira Service Management, is from Atlassian. Atlassian provides several solutions, such as service management and application lifecycle management (ALM) solutions.

I use several solutions, such as Jira Service Management, Jira Work Management, Confluence, Bitbucket, and Trello.

My company uses Jira Service Management heavily for sixty projects.

My company is a service integration company, so for some customers, Jira Service Management is deployed on the cloud, while for some, it's deployed on-premises. My company builds CI/CD pipelines for customers with data centers. My company utilizes Jira Service Management heavily in both AWS and Azure. The solution is deployed on Azure or AWS, depending on the customer's requirement.

Three people train users on the software. It's not difficult to set up Jira Service Management. The difficulty occurs when users have no familiarity with managing the solution. A small software development team sometimes doesn't want to use Jira Service Management.

When the solution is up, it doesn't require maintenance. If it's just a feature upgrade, it doesn't need maintenance. However, sometimes, my company needs maintenance and support because the project is continuously evolving, so there's a need to make some changes. For example, you need to change your workflow or the dashboard. Atlassian maintains the software. It's Atlassian's responsibility. My company has three engineers for ALM maintenance, rather than Jira Service Management maintenance. The three engineers support customers.

My rating for Jira Service Management is nine out of ten.

My company is a Jira customer.

I would rate Jira an eight out of ten. 

I would like for them to have automation to change the portal, it's still limited. It's not user-friendly compared with other vendors. 

I recommend would, of course, recommend Jira. It depends on the users. When we started, it was good for us but now that the company is growing and we have a lot of applications, a lot of servers, a lot of complexity, and a lot of links between application services, it's not perfect for us. Our infrastructure has also become huge. We have cloud, hybrid, and on-prem. Sometimes we face an issue, but we spend hours understanding where exactly. It can be small things, but no only can understand where exactly. So that's why we are looking for something that can help with this, to prevent us from raising issues, and to find a solution.

I rate Jira Service Management eight out of 10. It's easy for new users to learn. A lot of the staff members are new to Jira, but it's simple to pick up and learn how all the processes work.

Jira has many features, and I haven't had the opportunity to work with some of them. There are workarounds to accomplish most things you want to do with the product.

I would rate this solution a nine out of ten. 

I rate this solution a ten out of ten, as it does not lack anything. My advice to users is that JIRA Service Management is a good project management tool to handle projects respectively and efficiently. The product is second to none if they know how to use it. Additionally, JIRA Service Management has a learning section where you can go and learn how to use the software. New users to the platform can also capitalize on a cursor feature that describes how to use a particular tool once you hover over it. For those who developed the software, I want to give them a thumbs up as they did a very good job. If there is anything they feel they can add to make it more user-friendly, they should ensure that the users can have access to whatever they want to upgrade on the software and let it be that the users can use that tool effectively. However, the tool could be improved by including more explanations to assist users who are new to the platform. I would describe JIRA Service Management as being 75% user-friendly, but it would be great if it could be 90% user-friendly.

I rate this solution eight out of 10. 

I would rate this solution a nine out of ten. 

I would rate this solution as an eight out of ten. It's a good product. 

I would rate this solution as a six out of ten. 

I rate Jira Service Management seven out of 10. If you plan to implement Service Management, you need to be aware that you can do whatever you want with it, but you might not know the long-term effects. If you do too much automation, it could have unforeseen consequences in the long run. You need to be highly specific about your needs from the start, so you can correctly build the tool's architecture.

I would suggest looking into your current layout and requirements, evaluating them and then figuring out the best option in terms of how you want things categorized and broken down from both a customer perspective and a backend perspective before you try to build it out.

Despite the few downfalls, its cost is still very good compared to other holistic systems. A big reason for getting the switch approved was that the cost was substantially lower than other solutions. I can't speak for the cloud experience, I'm sure it's a little easier than running on-prem, which is very administrator heavy when you want to do a lot of automation or post functions. It's important to be prepared for that. Depending on how your organization is set up, you're likely to need your admin to do those things.

I rate the solution seven out of 10. 

I would rate JIRA Service Management an eight out of ten.

I am an evangelist of Atlassian tools, so I usually engage with my clients in using them. Everybody is into digital transformation, and we have been engaging with clients, and we're promoting Atlassian for their digital transformation. One thing that I always tell my clients is that they should have a single source of tools. Atlassian is always at the top of my list with Jira, Service Desk, and Confluence. These are my top three products of Atlassian that I usually give them. 

Based on my experience, you should go for the full Atlassian ecosystem if you are looking for IT service management and workflow management for your businesses. If you are into development, Jira is definitely one of the best tools out there. You can pretty much use the whole suite. Scalability-wise, you can easily scale your systems or integrate with other third parties. The only caveat is that you need to have someone who is actually an expert in Atlassian tools for you to be able to maximize it. It is very powerful if you know how to maximize it.

In the context of business process and workflow management, it would be impossible to implement good process management or workflow management in Jira if you haven't defined one. It is important to define the processes and then train people. If you don't train your staff using Atlassian Suite, you're not maximizing your investment.

I would rate Jira Service Management a nine out of 10.

Jira is becoming quite popular and is well supported. We find that when working with other companies on other projects, they are using Jira to track issues so it is beneficial for us to use the same solution.

Jira has lots of modules and integrations, however too many makes licensing difficult to understand upfront and becomes quite expensive to have a full solution.

I would rate Jira Service Management a 9 out of 10.

The solution is suitable for mid-sized or enterprise companies and I rate it 10 out of 10. 

I would rate this solution 9 out of 10. 

Sometimes the beginning of the implementation and working with custom-built workflows was a little bit difficult for regular companies. At this step, I strongly advise that they work with an Atlassian Solution Partner.

Specific industries need specific solutions. Atlassian partners have a lot of experience, maybe in that specific country and in that specific company field.

I would rate Jira Service Management 10 out of 10. I think that people should really go for it because of its ease of use. I would definitely recommend it to others.

I'm just a customer.

I'd rate the solution at a nine out of ten. We've been happy with the product so far. 

I would recommend the solution to other users and organizations. 

I think I had the opportunity to learn a few things by working with JIRA Service Desk. It has been a good solution and supports good practices, but it is not everything every company needs. I can't find a better single solution for a better approach to tracking and better customer satisfaction. I have a better picture of customer needs and gradation.

I have more experience in JIRA software because I worked with it in many different companies now. Some years ago I was a Java Software developer and had a lot of experience with Scrum and agile development and we used JIRA software. I think I can speak better about JIRA software because I was a software developer.

On a scale from one to ten, where one is the worst and ten is the best, I would rate JIRA Service Desk as a ten. For my experience, it is the best product on the market for use in enterprise installations.

I would recommend JIRA Service Management to other users.

Overall, I rate the solution an eight or nine out of ten.

I would rate this as nine out of ten. If they add a dashboard for management customers, it would be a ten.

The administration maintenance and daily tasks are easy but need special skills and training.

My advice to others is they need to be an expert to be able to administer it.

I rate JIRA Service Management a ten out of ten.

I'm just an end-user.

We are on the cloud, and therefore using the latest version. They release new versions and fixes automatically and we can take advantage of them right away. 

Others need to be aware of how we need to use service management first. They need to know the queues and the SLAs. They need to understand the configurations also. 

I'd rate the solution nine out of ten.

If you're not bound to the Microsoft platform, I would say you must go for JIRA as it's more flexible than the Microsoft equivalent. I'd give JIRA a rating of seven out of ten.

If you are a software development company you need to use JIRA because it aligns with project management.

I would rate a JIRA Service Management a 9 of 10.

I would definitely recommend this solution. It is definitely not peer-to-peer in comparison with solutions like ServiceNow, but it is a pretty big software, and its feature set caters to our needs.

I would rate Jira Service Management a seven out of 10.

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.

We are using the on-premises deployment model.

It's a good, stable solution. It can help open the IT Solution management backing if you're just looking to do some enhancements.

I would rate the solution seven out of ten.

I advise you to go for it. JIRA Service Management is user-friendly and can help you achieve what you want to achieve. 

While we largely deal with cloud deployments, we did recently have a client that requested an on-premises deployment.

The types of clients we have are small or medium-sized enterprises typically.

On a cost-basis, the product offering is very good.

Jira is very customer-centric. They really try to help users make the most out of their solution as well as other products. The plugins are all designed to make Jira even easier to use, even more user friendly, and serve to bridge the gap of features Jira might lack.

I'd rate the solution seven out of ten. We hear a lot of feedback from clients, and they mention the solution has some limitations.

I would advise others to have some training before they implement JIRA Service Management.

I rate JIRA Service Management a nine out of ten.

I started using JIRA in 2016 when I joined this company. It was a new software-house-startup company.

They asked me if I would like to use JIRA or any other tool. I chose to learn JIRA and not do any R&D. I was very comfortable and the team will be comfortable.

We are a hiring team, so we have the authority to impose on our people.

I didn't install this solution, but I use it and I configured it. 

What I learned is that JIRA is all about the team. If you know the tool, but you don't communicate with your team then it will not be of any benefit. On the other hand, if you want to benefit from using this solution, first you have to learn how to use the solution, and then you have to translate that to your team and teach them how to use it.

I would recommend JIRA to everyone, including my friends.

I am working on owning my own business and I plan to use JIRA for project management.

I would rate this solution an eight out of ten.

I rate the solution a nine out of ten. The solution is good, but the performance in cloud service management could be improved.

I would rate JIRA Service Management seven out of 10. If you are already working with JIRA, then you should definitely go with JIRA Service Management. It is very user-friendly and with all its ticketing tools, it offers some new methods of working.

This is pricey solution. Should we move to using all cloud solutions in our business, we may move to different tools that have multiple functionality versus having a solution for each area. This would be too pricey and we would need to replace Jira with a different solution that also offers other features. 

I would rate this solution an eight out of ten. 

I would recommend that when deploying use an external consultant who has already used the product before. It makes things easier because they'll know what to do and, more importantly, what not to do. 

It's an ideal solution and I rate it 10 out of 10. 

In our roadmap for this year, we are evaluating which technologies can help us do our work quickly and increase revenue. 

I rate the solution eight out of 10. 

My company is a partner of Atlassian.

While I prefer Jira over solutions such as ServiceNow, we do need to look at various options when advising clients. As an Atlassian partner, it's important to be able to look at other options and see the difference and show a client why Jira is a superior choice. 

Overall, I'd rate the solution at an eight out of ten. 

We're using the latest version of JIRA Service Management.

My rating for JIRA Service Management is eight out of ten.

Anyone who is considering Jira Software, I would recommend they go with Jira Service Desk.

I would rate Jira Service Desk an eight out of ten.

Allow customization and configuration to suit your needs.

I would rate JIRA Service Management a seven out of ten.

We are resellers for this solution.

I would recommend the JIRA Service desk, but there is always room for improvement.

I would rate this solution an eight out of ten.

I would advise others that this solution is similar to any other service management solution. There's nothing out of the box, there is always a level of development that has to happen for it to work well.

I rate JIRA Service Management an eight out of ten.

I would rate this solution an eight out of 10. 

I would rate JIRA Service Desk a seven out of ten. 

My advice to others would be to use the solution as is, and not to try to perform some sophisticated solutions. If it fits to your needs, take it. If not, use another solution. I rate this solution a seven out of ten, and in the future, I would like to see better infrastructure, more scalability, better performance, load balancing and things like that. 

On a scale from one to ten where one is the worst and ten is the best, I would rate JIRA Service Deskaybe as maybe and eight or nine-out-of-ten. For our use case, and putting aside the need for the plugin, it is a nine.  

When considering a solution it is best to stay as standard as possible when adopting it. The further you get off the standard path the more difficult it is to adopt or adapt to other solutions if that becomes necessary or desirable in the future.

I can't actually give it a fair appreciation at this stage of the capabilities of JIRA as a stand-alone product because of the way we have implemented it in a cluster of other products. 

At this stage, I would give it a five out of ten. This is mostly because we rely on other products for certain services or features. If JIRA had more comprehensive coverage of what we require, or if it was easier to implement what it already does, the rating would be higher.

This solution is good but it's not the best. Sometimes if you pay a bit more there's less pain. 

I rate this solution seven out of 10. 

I rate this solution a nine out of ten and recommend it to others.

I would rate this solution an eight out of ten.

On a scale of one to ten, I would rate this solution as an eight. It is a good solution and it helps to boost productivity.

I would rate this solution a seven out of ten.

I would rate the solution eight out of ten. I'd rate it higher, but it is expensive and very hard to customize.