JIRA Service Management Room for Improvement

JP
Assistant Manager at NAVER Corp

What's missing in Jira Service Management is the user screen. You'll find it very weird if you've never used the solution before. You won't instantly understand how to use it. It's not too difficult to grasp, but first-time users would think that Jira Service Management is a weird solution. The user-friendliness of its interface needs improvement.

There's a pro and a con to adding user screens because some people might lose product visibility if a user screen is added, but I want Jira to develop a way to add user screens to Jira Service Management.

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AbhishekSingh10 - PeerSpot reviewer
Program Lead at PureSoftware Ltd

Feature-wise, they are improving day by day. I cannot ask for any single feature. We have to worry about how they are increasing their price. Atlassian will increase the price by 5% for most of the tools. It's getting expensive. 

The deployment can be a bit complex, especially for those who are not technical. 

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Andrew Burt - PeerSpot reviewer
Technical engineer at a consultancy with 201-500 employees

Because it's a cloud platform, and because it's based on people subscribing to a platform, you end up with iterative improvements. I know a lot of users have said that they want a feature, for example, that was on the on-prem version of Jira or that the cloud version is missing, and the biggest issue, and this applies to a lot of cloud or SaaS platforms, is that the vendor can't deliver or do that. They're either unwilling or unable to give feature parity. The nature of a lot of SaaS solutions is that you can't always get the same thing.

The other thing is that you may have a time lag where, suddenly, you don't have a feature anymore, and you have to log an improvement request and then wait for various other factors. Eventually, it might get progressed or it might get stopped. Probably the biggest downside is that you are locked into that model and you have to accept what you signed up for. You have some capacity to extend it with add-ins and things, but for the base feature set, you will always be at the mercy of the vendor.

A lot of the integrations within the marketplace for Jira are all third parties, so a lot of the additional solutions that plug into other platforms are not written by Atlassian and that usually incurs an additional cost. It may not be the model they want and it would stifle competition and external people being able to contribute, but it would be good to see Atlassian provide more native integrations out of the box. I'm not against paying for integration if it's going to provide benefits, but it would be nice if Atlassian themselves were able to provide some things, at least at a basic level. I know third-party vendors can commit resources and probably have far more capability to deliver something that is feature-rich, but if you just want basic integration it would be nice to have it, rather than having to buy something when you may not need all of its functions.

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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.
763,955 professionals have used our research since 2012.
Sai Durga - PeerSpot reviewer
Sr.Software Engineer at Xoriant

While I really like Scriptrunner, there are behaviors we don't have in the cloud. In the cloud version, we need to do scripts and evaluators only. We don't have behaviors in the cloud. They need to do some updates in the cloud in future releases.

For example, we have ten custom fields in the data center create screen. If you select the first custom field, it will drop-down automatically the following nine custom fields that need to be changed. Any unwanted fields need to be hidden automatically. When we use the behavior, it is in the data center server version. However, working on the cloud version, we don't have that behavior feature in Scriptrunner. We must go with the validators if we need to write any scripts in the cloud. 

Basically, the cloud and the server aren't identical. They work in slightly different ways and the new cloud isn't the same as the server.

I'd like to update the dashboard so that more features are available. 

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Joe Dede - PeerSpot reviewer
Director at EMSOURCE

When looking at the overall suite of tools, I know there's a problem with the administration side of things since I have never come across a person who I would say is an expert in the administration side of things.

Some Jira products, or particularly this one, have a duplication of entries problem. That needs to be sanitized on a regular basis and that can itself prove cumbersome if the administrator is not a subject matter expert. 

The training manuals, patches, and release notes could be improved to be a bit more accessible. In the next release, this product should improve on the educational side to include webinars and training sessions. 

Also, I would like something that can measure better performance output.

We're looking to use it more, particularly in the context of incident management and problem resolution. However, we're finding that, like everything else, there are always challenges with every tool. We've had to look at getting more training done because it's quite a steep curve for people who haven't used the solution. It's only a handful of us that have actually really been exposed to the Jira suite of tools, and we're gradually taking our time with it.

The vendor, who is no longer in business, negated to tell us that the total cost of ownership was going to be quite steep. So normally you have tools where the total cost of ownership over a period of time, means it pays for itself either in terms of how you use it or in terms of how you implement it if you're servicing other third-party clients. However, because of the pandemic, our total cost of ownership has become a bit longer and it's taking more time to get to speed with how to get to use the tool, and how to get it customized in a particular manner. And then, over a period of time, we still have to "decide whether it is the most suitable in terms of a service management tools."

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Anna Virtsan - PeerSpot reviewer
IT Project Manager at UkrSibbank

There is room for improvement in support. We had one or two cases of not really nice responses from the partner.

So, there is room for improvement in terms of response time.

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II
IT Support Manager at MAF Retail

I created one ticket in 2017 and followed up, but there's still no confirmation or resolution for it, and this is an area for improvement in JIRA Service Management. The ticket was about some enhancement to the customer portal that shows the assignee and SLA, but it's still not developed. The view of the customer is still limited. What would make JIRA Service Management better if the ticket had more details, such as resolution time, whether the ticket was breached, etc.

What I want to see in JIRA Service Management in the next release is related to add-on features, where if I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. If only a few users need the reporting feature in JIRA Service Management, I should not have to pay for everyone. I should only pay for the specific users who require reporting.

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RC
QA Engineer at Kominiti

I think it's well organized. If the project manager knows how to set it up, it can be set it up in a way to suit what we want. The only issues we observed are network related, for example, when we try to log into the system or open up the software. Other than that, I don't think there is any other thing I can say that is wrong with the software. The developers did a very good job of knowing what the users wanted. The product is not lacking anything that a QA will want to use because it's not a major testing tool for QA. However, if they can develop their own JIRA development tool, that will be cool, similar to how we have Chrome development tool and Azure. I think it will be good if that can be incorporated into JIRA Service Management.

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DA
Manager at GMX

The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow.

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Bhavneet Kaur - PeerSpot reviewer
Vice President of Products at Incivus Inc.

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.

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

In-built chat is missing in JIRA Service Management. To compensate for the missing in-built chat, we have been trying to gain leverage with Slack or Microsoft Teams at the moment since it is important to me who stands between the customer and the agent. The aforementioned area needs improvement because it is a very vital area. Suppose one can get on to something in JIRA Service Management that allows for communication. In that case, it is easier to solve a problem rather than communicate with JIRA through comments which will go back and forth.

In short, an in-built chat option will be good for the solution.

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

Service Management is highly customizable, but I think it might be too customizable. If a company isn't aware of the best practices, it can easily mess something up. For example, you might try automating something that Jira doesn't support, and it could interfere with the product's out-of-the-box capabilities. 

Asset management should be built into Service Management. Typically, companies need both. You have to buy Atlassian's asset management solution separately. It could either be offered as a bundle or some lighter version of asset management could be included with Service Management. 

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KK
Sr Associate at a maritime company with 501-1,000 employees

We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better. 

When we do a clone of a particular issue, it needs to ask certain things like system fields at least, to copy them or not. One thing which I did not like, is whenever we are moving a request from one project to another project, if, during that time, for example, a resolution has been fixed and now I am moving that issue to a particular work in progress status, during that time the resolution needs to be clear. JIRA applications are not providing the information. It is not clearing it in the backend.

If we are moving from one issue to another, we are waiting for support to resolve them. During that time window, a resolution is mandatory and it is not prompting us to resolve anything. Due to this, sometimes the reports might not get properly recorded.

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Khalid Qureshi - PeerSpot reviewer
Program Architect at Afiniti.com

Jira Service Management should be more user-friendly, like other tools. We configure different projects on these tools, so it's okay for us, but Jira could be a little more simplified for clients. Similarly, there should be licenses for frequent and infrequent users.

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

The search function could be improved. We have to search a certain way. There is no generic search, it is more object-oriented search. The interface could also be more user-friendly. 

So, the interface and search could be improved.

Additionally, I would like to see more accessibility. It would also be great if there was a Jira mobile app.

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Saifallah Chakroun - PeerSpot reviewer
IT Manager at MTF Industriel

I don't have much experience to give a solution for this. I'm not sure what could be improved.

The interface could always be updated and improved. 

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Carlos Ãgueda - PeerSpot reviewer
Operations Manager EMEA at a computer software company with 201-500 employees

Whenever we want to fix or improve something, Atlassian send us to the marketplace. We can vote for improvement, but it is really hard to get Atlassian to move forward with production because they have a huge marketplace. There are a lot of companies developing fixes or features, and you can pay for those features. I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market. 

An additional feature I would like to see is automation. JIRA offers the functionality of global automation in their highest plan, but it's at a higher price. Sometimes they release good new features, but they're always at a higher price so most of the features are only available for the highest plan. I would like to see new releases also being available to the lowest plan.

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VijayS1 - PeerSpot reviewer
Head of digital transformation at Maantic

JIRA Service could benefit from improvements to its voice support. We need to have quick customer care implementation for anyone trying to connect. The platform should connect to the solution.

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Mariano Galan - PeerSpot reviewer
Responsible of the ALM/Atlassian business line at Sistemas

The product could improve its asset management.

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Anuj-Kataria - PeerSpot reviewer
QA Manager at Next Solutions

I think test case management could be more efficient. It currently requires two plugins which makes it less effective. At the moment with Jira, there are various products not included in the license such as CI CD pipeline or Atlassian Bamboo. Even if you take a bundle, these products are considered separate. On the other hand, if you buy an enterprise version of Microsoft Azure DevOps, a competitor of Jira, it's a one-stop solution on a single platform. 

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JK
Lead Modeling & Simulation Engineer at Mitre

I think that either a Gantt chart or a calendar view is something my management is used to seeing, and while they like the Sprint burndown charts, they would still like to see what is on the plan, and what is up and coming. I would like to see improvement in the ability to filter completed tasks.

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Vijaya Shanmugam - PeerSpot reviewer
Gateway UAT Lead at a educational organization with 51-200 employees

We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly. 

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NagarajuPadidam - PeerSpot reviewer
Senior Director at DTN

JSM's ability to handle large volumes of emails isn't great. Its SLA management is also very primitive and should be made more robust. In the next release, JSM should include the ability to send single emails to large enterprise organizations rather than each individual receiving a separate message. 

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RL
Sr. Manager - Global Systems Manager at a paper AND forest products with 1,001-5,000 employees

The customizations in Jira could be improved by being simplified. They are currently very complex.

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MM
Regional Manager at AKC Enterprise Ltd

JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem.

In a future release, JIRA Service Management should add desktop notifications because at the moment, it's coming through emails. However, if they had desktop notifications, it would help a lot.

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Khalid-Mehmood - PeerSpot reviewer
Program Architect - Service Quality at Afiniti.com

Service Management currently lacks an asset management module that can make deployment more difficult. We recently had to purchase SolarWinds Asset Management to cover that aspect.

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

There could be more optimization, and the pricing could be better too.

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Lokesh Jayanna - PeerSpot reviewer
Vice President at Goldman Sachs at a computer software company with 10,001+ employees

Field addition and removal features are not very intuitive in JIRA Service Management.

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Sohaib Ahmad - PeerSpot reviewer
Producer bridge and media scans at Quixel

The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users.

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FA
Sysadmin at a tech services company with 201-500 employees

The documentation needs improving because we have a lot of issues trying to find specific procedures. I'd also like to see an improvement with the inside discovery of assets.

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KS
Project Manager at a tech vendor with 10,001+ employees

It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence.

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AshishAjmani - PeerSpot reviewer
Business Leader - RPA, AI, Blockchain at a tech services company with 51-200 employees

I think the performance can be better.

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Gaurav Chauhan - PeerSpot reviewer
Product manager at Indusface

The performance in cloud service management could be improved. For example, sometimes queries get stuck, and when you search for a specific thing, it freezes until you refresh the page. There is room for improvement.

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Francesco Fiorentini - PeerSpot reviewer
Bis Development Lead at a manufacturing company with 51-200 employees

JIRA Service Management could include more AI features.

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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.
763,955 professionals have used our research since 2012.