Avaliações do JIRA Service Management

Utilizo para monitorar meus projetos e delegar tarefas para os demais setores.gosto da facilidade de uso e da forma de organização das minhas rotinas.

não vejo contras, já estou habituada a ferramenta. já faz parte do meu dia a dia

A patricidade de gestão de tasks. A eficácia do monitoramento das atividades da equipe e a organização dos itens.

O recurso de clonar uma task pode ser melhorado. Ao clonar uma task, precisamos atualizar a página e encontrar onde ela foi parar. Se ela já aparecesse na tela (sem precisar ficar buscando por ela) seria o ideal.

Ferramenta centralizadora muito prática para gerenciar entregas e tickets

Lentidão e alguns fluxo são confusos as vezes é muito complicado alterar status de tarefas , precisa chamar o administrador da ferramenta

Melhor gerenciamento de tickets entre as equipes. Integração perfeita com softwares de crash e mensageiros.

Algumas funções são um pouco confusas. Criação de templates também poderia ser melhor.

Software muito fácil de utilizar e integra com as melhores ferramentas.

A falta de possibilidade de alteração sobre o código front-end.

O software é extremamente fácil de se utilizar, ferramentas de gestão e resolução, utilizo muito também na abertura de chamados, vinculados ao sistema da CVC Corp empresa que utiliza em larga escala tal software.

O tempo de resposta em relação a uma demanda foi um pouco longo, contudo era algo complexo, mas foi solucionado, baita recursos, recomendo muito.

A facilidade em abrir chamados para outras áreas da empresa

Até o momento sem contras sobre o software

Easy to integrate with ZenSimilar to another program we moved away from, but far more robustAllows for better ticket assignmentMore comprehensive with better options for ease of use

Not much- there are a lot of buttons and options to use so until you get use do what you need as an individual or department, it's a bit complicated, but once you sort that out and find your niche, it's a great tool for trouble tickets.

- Integration with other Atlassian products like Jira Software
- Custom fields that let you customize the requests

- Automation is very basic
- Sometimes difficult to use
- Expensive, we try to reduce the number of users using it

Jira Service Management provides automation features that simplify repetitive tasks and workflows. It allows organizations to create rules and triggers to automate actions like ticket assignment or notification sending, streamlining processes and improving efficiency.

The pricing structure of Jira Service Management may pose challenges for organizations, particularly larger teams or enterprises, due to its potential costliness. This pricing may not be suitable or affordable for small businesses or organizations operating with limited budgets.

After latest update the visuals are quite pleasant.You can really construct complex filters if you know what you're looking for.Task IDs unfurl into links.Permissions are very granular (although complex and you won't understand how to use them).

Expensive.No obvious features or you have to pay extra: time tracking, dark mode, CHECKBOXES.

The native integration with JIRA software management and business management project boards make ticket triaging and documentation straightforward and low effort. Aside from the initial setup and instrumentation of the integration points and framework (configurable for different org sizes), using JIRA Service Management enables speedy triaging and processing of requests across IT, software, product and business, and service teams.

There are idiosyncrasies to the JIRA UI (which is shared and consistent with JIRA software, business project management, and Confluence) that can be confusing at times with subtle UI elements that are not always straightforward to the end user. At times, it can be confusing switching between the different JIRA apps that your org uses.

Creating a board in Jira, maintaining a Backlog items list, Creation of sprints. maintenance of sprint, Maintenance of team members and tracking the work done by the team are the services i like in Jira.Also the burn up and burn down charts provided by Jira are xecellent

The export to excel features can be improved in JIRA.

JIRA Service Management is a comprehensive tool for IT service management. I particularly appreciate how easy it is to create and manage incident tickets or service requests. The collaboration features are also excellent, with the ability to comment and track tickets in real-time. JIRA Service Management also offers great flexibility to customize workflows and ticket management processes to meet the specific needs of each organization.

The only drawback I have encountered with JIRA Service Management is its complexity. The learning curve can be steep for novice users, and initial setup can be a bit tedious. However, once a user gains experience with the tool, it is very powerful and efficient.

JIRA Service Management is fantastic tool as it provides IT service management capabilities, allows businesses to manage IT incidents, problems, and changes. It helps to improve the efficiency and effectiveness of IT operations, reducing downtime and improving service quality. It offers customer support features, to track and manage customer requests and issues which reduces the workload on customer support teams. The amazing feature is, it also includes Agile project management capabilities, which allows businesses to manage projects using agile methodologies, as it increases project visibility, collaboration, and delivery speed.

Jira Service Management can be slow to load and can sometimes experience performance issues.

Their ticketing system is very expansive and customizable. They have a lot of features and integration possibilities as well.

To set everything up to your liking there can be a bit of a learning curve. But once you know how everything works it's smooth sailing.

Tons of features that will cater to all types of teams/organizations.The UI is intuitive and easy to learn.Gives all types insights on progress of tickets.

Literally no cons, maybe I need to explore it more but I already feel like I've explored a lot. Some new integrations would really help.

JIRA Service Management is an incredibly powerful and intuitive tool for streamlining service management processes. It offers an extensive variety of features and customization options to ensure that user needs are met. The user interface is modern and easy to navigate, and the workflow automation and reporting capabilities make it easy to track progress and ensure that tasks are completed on time.

Though JIRA Service Management is incredibly powerful, it can be difficult to learn and navigate for users who are unfamiliar with it. Additionally, the cost of the software and the services can be prohibitive for some organizations.

Its flexibility. It's a simple statement, I agree, and you're probably reading this wondering why I'm being so vague. But JIRA software is a bit hard to summarize simply because it's just so flexible. There's no "correct" way to use it.

It's rest API is pretty powerful too and very easy to extend Jira to "integrate" with 3rd party applications that doesn't have an official Jira integration.

Creating workflows can easily become very confusing and you can easily break how your projects in Jira work if you aren't careful. With every Jira production license you also get a free dev license so that you can set up an isolated dev/staging environment. This is invaluable and highly recommended. The downside is that there is no easy way to migrate any of your changes from dev to production. But there are 3rd party plugins for that.

Jira Service Desk was very easy to get started with. You could literally sign up for it and begin using it within an hour. Ticketing system is very customizable and powerful. Customers can be added in bulk and customers can sign up for entering issues. We were able to create different projects (or service queues) so that customers could send requests for IT help, or administrative help, or help with projects. Each such project/queue had different fields. Metrics are all built into the software, so we can know how often Service Level Agreements were breached, who breached them etc. The sheer amount of customizability is a joy. However, without discipline and thoughtfulness, it is very easy to customize it the wrong way.

We feel that the price point could be lower and the speed could be a little faster. Atlassian has made improvements with speed. If a company had 5 people manning different queues and the issue volume is low, the cost would be ~1500/year for those 5 users. So, it would may not be cost effective for a small company that is watching their costs closely. We also felt that a Wiki is not built in. So, if a common solution needs to documented that spans multiple tickets, there's no way to do so. We could buy Confluence from Atlassian for an additional cost.

JIRA Service Managment is have lots of customization capability & also ready made template is also good. Ready made report is good but for accurate details need more tuning to the reports or create own customize report.

When reporting things come in picture that require customization. Also standard ticket type is not good enought for day to day use. So to configure all these need require experience user or consultant to understand your need & configure it.

Jira Service Management provides a ton of tools to build out you customer portal and internal ticket platforms. It has filled all of the holes in our previous solution right out of the box.

It is built for large, multi-team organizations so much of the power is not needed for a smaller company who requires a custom build but without all the hierarchy.

Easily integrates with your already existing Atlassian software. Allows for a seamless flow between all other products and allows for easy crossover to keep everything in a nice and neat tidy place.

It takes a lot of work and elbow grease to get it set up in a way that works for your organization. There can be some learning curves as there is no out-of-the-box working way, but once the time is spent it will save you loads of time in the long run.

- High Control
- Wide choices of features
- Confluence Integration
- Very rich suite of addons on premise version...

- ...which requires extra costs
- Some features are too basic and pretty much requires addons
- Learning Curve for admin requires effort

Easy to set up and deploy, configuration is relatively easy, the platform is stable and performant.
There is a good 3rd party marketplace for additional apps that can be installed.
Security options like SSO are available.
Customer Support is responsive and knowledgeable.

Reporting on SLAs is poor, overall reporting is ok but could be better.
Costs ramp up significantly as Atlassian Access is required if you want SSO, this is an addtional charge per user.
The pricing is done on a per user tier level e.g. 101-200 users is a price so you have to pay for 200 user accounts even if you only have 101 actual users.