JIRA Service Management Pros and Cons

JIRA Service Management Pros

MA
Director of ERP Systems at Clesen Wholesale
The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests.
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Agile Couch at Fusoft
This is the most complete and versatile enterprise task management product and issue tracker.
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Lead Consultant at Enquero Inc
It's easy to set up the solution.
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Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: July 2021.
522,946 professionals have used our research since 2012.
Technical Solutions Consultant at a tech services company with 51-200 employees
JIRA helps integrate Kanban Board features and for this reason what it does it does well.
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Information Technology Service Desk Manager at MAF Retail
The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features.
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IT Manager at Razi Insurance
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.
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Product Manager at Hashmove
This solution has helped us a great deal in project management tracking and forecasting.
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Corporate Performance Lead at a tech services company with 501-1,000 employees
The most valuable features are the management tools.
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PR
Project & Delivery Manager at a comms service provider with 10,001+ employees
Some of the most valuable features are simplicity, ease of configuration, and ease of customization.
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IT Quality Section Head at Saudi Public Transport Company JSC
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.
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JIRA Service Management Cons

MA
Director of ERP Systems at Clesen Wholesale
The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time.
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Agile Couch at Fusoft
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.
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Lead Consultant at Enquero Inc
JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications.
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Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: July 2021.
522,946 professionals have used our research since 2012.
Technical Solutions Consultant at a tech services company with 51-200 employees
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.
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Information Technology Service Desk Manager at MAF Retail
From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server.
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IT Manager at Razi Insurance
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.
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Product Manager at Hashmove
JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.
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Corporate Performance Lead at a tech services company with 501-1,000 employees
If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful.
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PR
Project & Delivery Manager at a comms service provider with 10,001+ employees
At times you will need add-ons or additional software, so built-in features would be helpful.
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IT Quality Section Head at Saudi Public Transport Company JSC
The solution should be more formalized. It could be more user-friendly.
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Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: July 2021.
522,946 professionals have used our research since 2012.