JIRA Service Management Valuable Features

JP
Assistant Manager at NAVER Corp

Jira Service Management has three features I found valuable. First, it has a workflow feature that you can configure for your specific requirements. For example, you can configure your workflows for service management, especially if you want to utilize it for a service desk. This is beneficial if your company provides services to customers where customers or users have questions, complaints, or troubleshooting requests. Through Jira Service Management, you can receive service requests and handle the requests within your organization or company as long as you configure and apply service management processes through the solution. This would still depend on your company's process. It's different from one company to another.

Another feature of Jira Service Management I like is that it lets you efficiently manage service requests with team members or employees. Team members can access and handle designated service requests, add answers, check the history, etc.

Jira Service Management also has a dashboard that helps you handle service requests well. Dashboards provide monitoring information, such as the number of service requests, which customers need information on, who's handling the service request, what's the status, and the priority levels of the requests. You can get service request statistics on the dashboard.

I also like that Jira Service Management has several feature sets you can configure. You can add columns and configure screens containing the information you want, such as customer name, environment, etc. The solution is flexible, which I also find valuable.

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AbhishekSingh10 - PeerSpot reviewer
Program Lead at PureSoftware Ltd

The most valuable feature they offer is not to build in cost for every user. It's free of cost for your clients. It's free of cost for your internal users. Only, you have to pay the license for people who are going to work on it. If I take the example of an HR Help Desk, if it's an organization of 10,000 people, then 9950 people can log tickets free of cost, and only 50 people need a license to resolve their ticket, if it's a team of 50 people in HR.

The solution is stable.

It scales well. 

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

One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.

The other thing is that the solution is starting to get out of just Service Management, and it's providing a Service Management project for other parts of our business. You've got the IT part and you've also got the business support, so people can use it for services like purchase orders, applications for shipping, and other things that are used across the business. That's the other useful part, that you're able to adapt it for other things.

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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

I like Scriprunner. Whatever is not possible, we can make it possible through Scriptrunner. We can customize the scripts, et cetera.

The initial setup is pretty easy.

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Joe Dede - PeerSpot reviewer
Director at EMSOURCE

There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management.

The other part that I haven't used as much, but I do value, is the reporting and analytics part of it.

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II
IT Support Manager at MAF Retail

I find all features of JIRA Service Management valuable. It's a helpful solution, and it's necessary for my company.

The automation feature in JIRA Service Management is also beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes.

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RC
QA Engineer at Kominiti

I can't specify which of the functions are my favourite, because I think everything about it is great. The only challenge is that it is difficult to navigate if you don't have any prior knowledge of the software. However, if you have knowledge, you can navigate around it and know what each tool within the software is used for. I preferred JIRA Service Management before we adopted Azure because I had already started getting familiar with it.

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DA
Manager at GMX

Jira gets the basics right in terms of the Product Backlog and a Scrum Board that Scrum Teams can use to manage Sprint Backlogs.

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

Different projects benefit from various features. With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful. 

On the Jira Software side, I find the idea management feature valuable. It allows us to maintain a backlog of ideas submitted by customers, employees, and product engineering teams. We can track where ideas originate, follow their development into the product, and engage with customers throughout the process, providing a powerful capability.

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

The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering. The queues in JIRA Service Management play a vital role in allowing its users to define the issue types, further classify them into queues, and then carry on.

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

Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products. 

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

The SLAs are great. With SLAs, we can try them out. If you are providing solutions or responding to customers, it's great. 

The flow of the reports is good. I don't see any features or anything that is lacking. Everything is good on the JIRA Service Management, in terms of what they have provided.

It's easy to set up.

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Khalid Qureshi - PeerSpot reviewer
Program Architect at Afiniti.com

In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations.

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

The interface is good and easy to use. We can track, monitor, and get all the details we need from the end-user's point of view for any service request.

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Saifallah Chakroun - PeerSpot reviewer
IT Manager at MTF Industriel

The platform is easy to use. We can manage it very easily. 

You can understand easily. It is not complicated.

The initial setup is easy.

It's a reliable product.

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

I think one of the most valuable things is that it's all integrated. Between the Wiki and the product itself, whenever someone is typing in an error, it automatically pops up a solution.

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VijayS1 - PeerSpot reviewer
Head of digital transformation at Maantic

Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good.

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

The customer portal with connection with our knowledge base has been most valuable. The queues to classify requests and SLIs to measure the quality of the service response and resolution time have also been great. It offers flexibility to configure workflows.

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Anuj-Kataria - PeerSpot reviewer
QA Manager at Next Solutions

This product is great at providing end-to-end project management for creating dashboards, for test case management, bug defect management, and the like. The management aspect is a key valuable feature. 

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JK
Lead Modeling & Simulation Engineer at Mitre

I like that it's easy to set up Sprint and put tasks and stories into Sprint. It is really easy to lay out the work that needs to be done.

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

Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy.

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Dina Elmowafy - PeerSpot reviewer
Atlassian Technical Lead at VIDSCOLA

The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements.

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JK
IT Test Manager at a transportation company with 10,001+ employees

The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms.

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NagarajuPadidam - PeerSpot reviewer
Senior Director at DTN

JSM's best feature is the integration with other Jira products.

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

The dashboards in Jira have been the most useful feature. 

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

I think it's very easy to develop any process inside Jira Service Management, you can build any software with it. It's simple to use and user-friendly. It's based on a technical system, but you can move any process into JIRA Service Manager very easily. Its workflow design is very simple and that's why people prefer this product. I think it's currently the best solution on the market.

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

Our scrum team may be able to give more details, but the visibility features are great. It is user-friendly and fast, and we can relate the tasks.

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

We use JIRA Service Management for tracking purposes, planning, and execution.

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

The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository.

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

I think it's easy to use and user-friendly. 

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

We have an Agile environment and using Jira makes it easy to adhere to Agile best practices. 

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

I like the precise ticket management capabilities. JIRA Service Management is easy to use as well.

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

JIRA Service Management is a very user-friendly solution.

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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.