JIRA Service Management Previous Solutions

MA
Director of ERP Systems at Clesen Wholesale

We were using Azure DevOps, which is Microsoft. It is totally free because we use Office 365 and their development tools. We used Azure DevOps for a while, but it kind of sucks when it comes to test cases, so we ended up moving over to Jira.

The biggest thing was that their boards are really bad. As compared to Jira's backlog and sprints, what Microsoft has got in Azure is just not very good. 

We also wanted to make a task of type Test, which it supports, but the problem is you can never delete it. You also can't have a hierarchy of two tasks that are of the same type, so I couldn't have two issues that were both a user story and put them in a hierarchy. It will let you do it, but it gives you a warning, and then it doesn't show up at certain places. 

We also wanted to put our artifacts somewhere. Azure DevOps doesn't support artifacts. We are on the Microsoft ERP system, and we can't upload an executable because it is not a supported artifact type. On the Microsoft ERP system, when we write extensions, it makes executables that are .app files. Normally, when we compile a new application, we store the compiled version in some kind of artifact repository. Microsoft has a feature called artifacts, but it only supports specific things. It doesn't support .app files, even though it is a Microsoft product. So, we were not able to manage the artifacts. We can't do that in Jira either, so we'll probably end up using Nexus, but the fact that Microsoft has artifacts and they don't work was just really annoying.

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Shambuling-Doni - PeerSpot reviewer
Sr Manager IT at L&T Technology Services

We have used a few other Service Desk tools, but they are not at Jira's level.

Jira is a better tool to capture end-to-end details, which provides more visibility than the other tools.

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Sai Durga - PeerSpot reviewer
Sr.Software Engineer at Xoriant

We had ticketing systems from ServiceNow and YouTrack. Compared to Jira, the tools are not very good. For example, if you take the workflow only in the Jira, the workflow will be simple. However, with the other tools, workflows can be a bit complex. They need to write some Java code, for example. There is some complexity. They are also not that economical compared to Jira in terms of pricing. 

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Buyer's Guide
JIRA Service Management
March 2024
Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.
AbhishekSingh10 - PeerSpot reviewer
Program Lead at PureSoftware Ltd

I am aware of ServiceNow as well. The UI is not as user-friendly, and it costs more. 

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NagarajuPadidam - PeerSpot reviewer
Senior Director at DTN

I previously used Salesforce Service Cloud and BCM software.

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Rohit Nagar - PeerSpot reviewer
Pre-Sales Solution Engineer at Amrut software pvt ltd

I used to previously work with Bitbucket.

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it_user810093 - PeerSpot reviewer
Director at a tech services company with 1-10 employees

We previously used CRM systems, like Vtiger CRM and SugarCRM. These are not intended for a development department.

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Saifallah Chakroun - PeerSpot reviewer
IT Manager at MTF Industriel

I've worked with Spiceworks in the past.

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RC
QA Engineer at Kominiti

Our company has currently switched from using JIRA Service Management to Azure.

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GA
Head of ALM at a tech services company with 1,001-5,000 employees

I've worked with ServiceNow. Comparatively, Jira provides a good solution at a reasonable price, and it's quicker to implement inside a company. ServiceNow's implementation is complex. I'm more comfortable with Jira. 

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VH
Platform Scrum Master at a comms service provider with 5,001-10,000 employees

We transitioned from Salesforce to Jira Service Management mainly because a lot of our teams were already working out of Jira for their own project tracking. It just allowed us to bring everything together rather than working in different systems.

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AK
Director at a financial services firm with 1,001-5,000 employees

We currently are using ManageEngine for the service desk solution. This solution has been good but they do not have a consolidated system for the development life cycle. We would like to switch to Jira for this service solution as well but cost prohibits us from moving forward.

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HD
Founder at Solvitech

We previously used Confluence, Puppet, Bamboo, and HipChat, and then it was sold to Slack. We used Fisheye and Crucible as well. We were using most of the solutions regarding Atlassian. In my daily life, I have also used Trello.

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YK
Agile Couch at Fusoft

I worked in a different company and when I was there they were using a different solution. It was an airplane company in Iran. For part of my job, I was tasked with finding the best solution for managing tasks in different layers of the organization — different tasks for different departments. For example, I wanted them to record requirements for cost and team level or management level. Unfortunately, with the product they were using, I could not find these solutions for task management. As this was critical, I needed to do some research into other task management solutions. After a search I found some reviews on ITCentralStation.com, I found from the reading that the Atlassian system would be better to serve our needs because of the features. I looked at other solutions and reviews but I finally chose the JIRA system. 

This is the best application for me because it supported different solutions and could be one big solution for different layer of the organization using JIRA Service Desk, JIRA software, or JIRA Core.

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it_user195390 - PeerSpot reviewer
Business Analyst at Towers Watson

We used a product called Infra which is being discontinued in it's current form. We decided to review other products as we had decided to 'jump ship' with Infra.

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MF
CEO Executive at Spider Technology

We moved from HP Service Manager to JIRA Service because it was more suited to a software development company. We needed something to support our agility model where other software is focused on operations.

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AS
IT Quality Section Head at Saudi Public Transport Company JSC

We previously used FS from Nexus, a Mac-specific manager, and a CS manager, among others, for various types of service management. We were trying to replace the IT Service management solutions with Jira mainly as a non-technical box for a non-technical cost and push management.

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BA
Product Manager at Hashmove

We previously used different solutions, and we could have used both, but we found that JIRA was a good solution. 

We found it to be user-friendly, and it had a better market share. Although there are some differences, the other solution is very robotic and JIRA is very intuitive, it is very usable.

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Gaurav Chauhan - PeerSpot reviewer
Product manager at Indusface

We previously used Teamwork.

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AA
Corporate Performance Lead at a tech services company with 501-1,000 employees

We used to use HP Service Manager, and we conducted a comparison between both products. At the end of the comparison, we decided that we would prefer the Jira Service Desk.

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Antonio Biviano - PeerSpot reviewer
Senior Consultant at FinXL IT Professional Services

I've previously worked with a couple of similar solutions, such as ServiceDesk, HP OpenView, and Zendesk.

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AC
Financial Sector Consulting Manager at a computer software company with 51-200 employees

I have worked with HP products, BMC Remedy, and Service Manager. 

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SK
Technical Solutions Consultant at a tech services company with 51-200 employees

We have looked for solutions in terms of the enterprise applications that are used by my company. We already have Confluence, we have JIRA Service desk, and we have Quest KACE Endpoint Management. We also use VMware AirWatch, virtualization productivity, and Dell hardware. A solution that works with these existing tools means that there is lest to change and train.

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SA
Operations Team Lead at a tech vendor with 201-500 employees

We previously used ITAM, BMC Remedy and some other tools, and JIRA Service Management is comparatively better. Integration is also easy.

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MM
Founder and The Craftmaster at a tech services company with 1-10 employees

We previously used the defect module for Micro Focus ALM.

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Buyer's Guide
JIRA Service Management
March 2024
Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.