JIRA Service Management

Vorteile

Es ist sehr übersichtlich, auch wenn man bisher keine Erfahrungen hatte, sind die Funktionen schnell gelernt und erklären sich fast von alleine.

Vorteile

Es integriert sich nahtlos in den Alltag eines IT Projektmanagers, ist perfekt für die jeweiligen Prozesse anpassbar und bietet unzählige hilfreiche Features

Nachteile

Manche Integrationen sind etwas kompliziert aber wenn man sich damit beschäftigt ist alles realisierbar

Vorteile

- Tickets können den zuständigen Kollegen zugewiesen werden- es kann im Ticket mit dem Team als auch mit dem Kunden kommuniziert werden

Nachteile

- eine Integration zu MS Teams wäre wünschenswert

Vorteile

Anlegen von Sprints, Tickets, epics, Releases. Aufbauen eines Backlogs. Sprintplanung und Durchführung mit Sprint boards. Rudimentäre Sprint Statistiken. Perma-URLs für Tickets und Epics. Integration zu Confluence ist okay.

Nachteile

Man muss eine Skriptsprache für die erweiterte Suche lernen. Es gibt keinen Projektexport. Konfigurierbarkeit ist (wahrscheinlich) verfügbar, aber man findet sie nicht. Benutzerfreundlichkeit ist mittel mit gefühlt 100 Buttons überall.

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Vorteile

Gängiges und intuitives Tool. Kenne kein vergleichbares am Markt.

Nachteile

Ich finde es sehr intuitiv zu nutzen und hatte auch ohne Schulung keine Probleme im Umgang.

Vorteile

Man ist schnell fertig mit dem Setup und kann direkt loslegen. Die Tickets werden übersichtlich aufgelistet.

Nachteile

Wenn man komplexere Zusammenhänge erfassen will, offenbaren sich einige Tücken des Programms.

Vorteile

We utilize Jira to proactively guard against issues, notify clients when they are discovered, and monitor their progress and enhancements. Having the assignor's identity and that of the assigned person clearly shown also helps establish trust.

Nachteile

I had trouble finding older tickets or finding out who else had been assigned to the key I was working on; an internal chat function could greatly benefit those of us waiting for clients to respond to comments.

Vorteile

We have used Jira Service Management for a while to manage IT requests in my organization and the part I love most about it is the simplicity of use.
From the dashboard, it's easy to have an overall view of pending requests and easily manage the requests.
With Jira Service, our support team is quickly able to triage, diagnose, and resolve any ticket within the organization.

Nachteile

While it's a great tool, we sometimes have issues with the email component. Our customers send requests via email and widgets and the widget works perfectly. But sometimes, we don't get the issues sent via email on the Service Desk Dashboard.

In some rare cases too, when we reply to a customer, the customer doesn't get the email and this leads to a breakdown in communications and support.

Vorteile

JSM allows the creation of robust automated workflows. The framework is flexible and allows it to be modified or extended through the application of 3rd party scripts or plugins.

Nachteile

Limited ability to customize and change both the customer portal and the agent's view.

Vorteile

Ticket tracking and documentation integration with Confluence are both very good. Flexibility of setting up the environment

Nachteile

You must build the entire instance, default platform is too simple and not fleshed out.

Vorteile

It is easy to link story and test tickets together

Nachteile

Sometimes, Jira shows loading issues when opening attachments

Vorteile

Project managemrt and tracking and the way how jira follow agile

Nachteile

Customizations is a bit heard in jira. Learning new tool

Vorteile

1. It facilitates the management and tracking of the progress of all the assigned tasks.
2. We can easily automate workflows to make sure the tasks are completed efficiently and effectively.
3. There are multiple inbuilt reports also available which help to see insights of ServiceDesk operations which helps to see the improvement area.

Nachteile

1. Learning is time-consuming due to the product's complex nature.
2. Highly integrable but it is challenging to achieve.
3. Extremely costly for small organizations to buy and manage.

Vorteile

1- Jira dashboard is extremely wide that it covers all the development related problems under one roof.
2- The product is very secure for confidential updates and information of product development cycle and give a ease to see and manage those securely.
3- Extremely wide reporting and customization support provided.

Nachteile

1. All just due to wide features and functionality the complexity of product understanding increases.
2. I feel missing feature of graphics more to be added in the dashboard for more easy understanding.

Vorteile

Jira service management is one if the best ticking tool in the industy. It easy to track all the tickets in one place

Nachteile

The responsive time for loading the page might take little longer

Vorteile

Jira is great and is a everyday use by many at my company

Nachteile

I haven't run into any issues with Jira yet

Vorteile

I like how customizable it is. You can set up workflows and automate processes to fit your team’s needs. The integration with other Atlassian tools is a huge plus, making it easy to track and resolve issues.

Nachteile

It can feel a bit complicated at first, especially if you're not familiar with the Atlassian ecosystem. The user interface is not as intuitive as I’d like, and some tasks take more clicks than necessary.

Vorteile

It is very intuitive. Has got good features like tags , labels etc. which helps to categorize issues well. It helps in reporting as well.

Nachteile

Poor help documents especially around JQL

Vorteile

Perfect tool to keep track on the request and make a bridge with the developer team. Able to edit content , know the progress , discuss the issues are quite easy and effective with Jira.

To see the histories of JIRA and to link the related issues it's all good.

Nachteile

Jira is somehow costly for small orgs. Little bit complicated platform with excessive options.

Vorteile

The flexibility, all the things you can setup for a project to be tracked here, the board management, workflows, assignments, roles and that fits so great for Scrum teams.

Nachteile

We are lacking to have a free test cases management in Jira.

Vorteile

JIRA is a good ticketing system and works well for I/T management - even though I am not in I/T.

Nachteile

There is a double-edge sword meaning, all of the history stays with it, meaning, the ticket becomes very long, but then again, all the history is long. I also have had problems adding someone to a ticket where they can input.

Vorteile

- Seamless integration with other Atlassian products, such as JIRA Software and Confluence.
- The interface is intuitive
- Flexibility in configuring workflows and automation
- Customer portal is user-friendly and simplifies the process of submitting and tracking requests

Nachteile

The biggest downside is that customization, while powerful, can be overly complex for non-technical users. Certain advanced features require a deep understanding of JIRA’s configuration options or even scripting with tools like ScriptRunner.

Vorteile

Most widely used tool for business analysis and documetation issue tracking. Almost a standard worldwide.

Nachteile

Hard to customize and slow in changing interface to be more user friendly

Vorteile

Users friendly, perfect for my small business

Nachteile

Setting up the service needs more information but with the help it works good

Vorteile

Jira Service management tool gives a 360 view of the ticket life cycle. I like the fact that you pick a ticket and find all related tickets or related dependency services being affected by the incidence raised. There is also an easy to find knowledge from it knowledge management repository when resolving an incidence or request.

Nachteile

I am yet to discover what I least like about it

Vorteile

Good tool for managing task progress in a project

Nachteile

There's a learning curve associated with using Jira service management.

Vorteile

User-friendly software, Navigate the software with ease.

Nachteile

I could not thing I like least about JIRA Service Management.

Vorteile

customizable workflows for hr processes and good centralized ticket management

Nachteile

Interface can feel a bit overwhelming and the pricing for advanced features is high.

Vorteile

JIRA is very useful to use while compared to other tracking tools. It helps us to track the issues and progress assigned within the different teams. You can also filter the stories assigned to us that helps you monitor on track !

Nachteile

I don't have any major dislikes about JIRA Service Management.

Vorteile

The high configurability and flexibility allow it to satisfy practically all use cases.
The possibility of integrating it with an SCM saves time and allows you to rationalize commits.

Nachteile

We would like the possibility of being able to develop configurations and apply them to various projects, as well as not being able to use all the features that are not needed.

Vorteile

It is very easy to use even for a new person. Very easy to track tickets and Overall Project status. Easy to get notification and ticket assignment.

Nachteile

When total number for ticket to be tracked is very high it feels little slow to respond. and also for non technical team it can be little tricky to setup initially.

Vorteile

Teams created and developed workflows with out of the box capabilities provided Intergrations of apps that prove to be necessary to achieve greater client and customer interactions team became much more cohesive

Nachteile

Some templates did not fit the needs or use case plan we reviewed or wanted to establish.

Vorteile

What I like most about Jira Service Management is its ability to streamline event service requests with customizable workflows, clear prioritization, and real-time status tracking.

Nachteile

What I liked least about Jira Service Management is its complexity for new users, which can make initial setup and navigation challenging without prior experience.

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Vorteile

JSM allows customization of workflows to match the needs of your organization. This helps tailor incident, request, and problem management processes. JSM also provides built-in automation, allowing repetitive tasks to be automated, saving time and reducing human error. The platform can scale from small teams to large enterprises, making it suitable for organizations of various sizes.

Nachteile

Customizing workflows, automating tasks, and configuring the system can be complex for beginners or teams without experience in Jira. It might require dedicated resources for setup and management. JSM can generate excessive notifications, which can be overwhelming for end-users if not properly configured.

Vorteile

It makes managing IT requests and incidents much more streamlined. The customizable workflows and automation features save a lot of time and help keep everything organized. We have digitalized many workflows across multiple departments not just IT

Nachteile

The learning curve can be a bit steep for new users, especially when setting up workflows. We went through too much trial and error to get some basic stuff done

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Vorteile

What I liked most about JIRA Service Management is its flexibility and scalability. The tool allows for extensive customization, making it adaptable to different ITSM needs. Whether you're managing incidents, changes, or service requests, the platform's workflow automation and integrations with other Atlassian products (like Confluence or Bitbucket) make processes much smoother. The SLA tracking and reporting features are particularly valuable for tracking performance metrics, and the interface is intuitive, helping teams stay organized and collaborative.

Nachteile

The downside of JIRA Service Management is the learning curve. New users might find it overwhelming at first due to its range of features and customization options. Additionally, while the platform offers a lot of flexibility, setting up these configurations can be time-consuming, especially without technical expertise. Performance can sometimes lag when managing large volumes of tickets or data, which may slow down productivity.

Vorteile

Herramienta robusta, escalable, inteligente, segura

Nachteile

Quiza podria mejorar su interfaz, ser un poco mas actual.

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Vorteile

Seamless JIRA integration, customizable workflows, advanced automation, user-friendly interface, robust reporting, scalable, SLA management, and extensive third-party integrations.

Nachteile

Complex setup, expensive for small teams, slower with large data, steep learning curve, and overwhelming customization for non-tech users.

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Vorteile

I like the analytics and incident management part of the Jira service desk management and of course the ease of locating tickets and updating them.

Nachteile

I feel like JQL is necessary for important searches which not everyone has experience with.

Vorteile

It has transformed our IT help desk into a well-oiled machine. I love the intuitive portal that allows employees to easily submit requests, track their progress, and access helpful knowledge base articles. The automation features and customizable workflows have streamlined our processes and improved our response times significantly.

Nachteile

Reporting capabilities, generating custom reports and dashboards can sometimes require a bit of technical expertise.

Vorteile

The customizations, automations and all of the integrations

Nachteile

Pricing, Support can be slow at times, Not very user-friendly when just starting out, Log information is very spread out

Vorteile

Jira Service Management tool really help IT teams, customer service teams to manage requests, incidents, problems, changes. It provides customer portal to submit requests and track status.

Nachteile

Pricing is a bit concern for businesses with limited budgets. Many of the advanced features (such as automation and asset management) require paid plans also limited support for mobile version.

Vorteile

Cloud-based, extremely flexible, and a large marketplace of third-party applications and plug-ins allow for integration with and endless number of external applications.

Nachteile

Cost. Compared to the other Atlassian products this is on the much more expensive side as you require more-and-more agents.

Vorteile

The thing that I like most about this product is the portal that shows all my open tickets. I can edit the title to have more information to keep track of exactly what that ticket is. I also like how I can organize it to show what I have open vs what the portal has open in terms of tickets.

Nachteile

There is not much to dislike about my use of the product,, I think the one thing that was nice that is no longer in use is the ability to filter your workload in the filters section. Previously I was able to easily filter my workload to show how much I had gotten done in X amount of time but I am no longer able to do that in the way I had previously.

Vorteile

I love using JIRA as a PM tool. It makes our ability to communicate laterally in the org much more streamlined.

Nachteile

This may be more of an internal "how we implement" the tool, but crossing into other depts boards or tickets is a hassle since even viewing requires an access approval.

Vorteile

Ease of onboarding and managing different types of support projects

Nachteile

We just love this piece of tech and there is nothing specific that we don't like.

Vorteile

Lot of functions so we are able to customize it for our needs

Nachteile

UX, complicated setup and plugins which doesnt work as expected

Vorteile

This product helps our institution track ticket stats and helps us communicate with our customers efficiently.

Nachteile

The user interface could use a bit of a revamp. We also noticed that some workflow process could be added to track assets and maintain inventory.

Vorteile

the most awesome about JIra Service Management is the design and the clarity of section of timing and scalable map of projects

Nachteile

mmm I think the product will be good is It will be able to connected for more platform for designer

Vorteile

Managing projects in service management is easy & integrating various applications into it is seamless

Nachteile

A bit confusing at first, roles seem jumbled at first glance & service management itself is a bit ugly when looking at it externally

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