JIRA Service Management

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Über JIRA Service Management

Jira Service Desk ist eine IT-Service-Management-Lösung, die IT- und Serviceteams bei der Verwaltung von Vorfällen, Problemen und Änderungen unterstützt. Die Plattform bietet sowohl cloudbasierte als auch On-Premise-Bereitstellungen.

Mit der Self-Service-Funktion von Jira Service Desk können Kunden Tickets und Anfragen selbst lösen, indem sie auf die Wissensdatenbank zugreifen. Das System hilft Serviceteams beim Automatisieren von sich wiederholenden Aufgaben.

Die Berichterstattungsfunktionen von Jira Service Desk sorgen für Dashboards, die Leistungsmetriken liefern, um zeitgerechte Korrekturmaßnahmen zu ermöglichen und Engpässe zu verhindern. Diese Lösung bietet Echtzeit-Zusammenarbeit und hilft beim Austausch von Informationen innerhalb von Teams. Über das Self-Service-Portal können Mitarbeitende Hilfe anfordern, die Wissensdatenbank durchsuchen und den Fortschritt bei Problemen verfolgen. Nutzer können Jira-Service-Desk-Tickets mit Jira-Softwareproblemen verknüpfen und die Einbindung von Entwicklung und IT zur schnellen Problemlösung sicherstellen.

Jira Service Desk lässt sich in Hipchat integrieren, um Echtzeitwarnungen und -benachrichtigungen bereitzustellen, auf die von mobilen Geräten aus zugegriffen werden kann. Die Software bietet Add-ons wie Zephyr, Scriptrunner, Sauce und Testrail. Die Preise verstehen sich pro Monat. Support wird per E-Mail angeboten.

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JIRA Service Management Preis

JIRA Service Management bietet eine Gratisversion und eine kostenlose Testversion. Die kostenpflichtige Version von JIRA Service Management ist ab 17,65 $/Monat verfügbar.

Startpreis:
Kostenlose Version:
Ja
Kostenlose Testversion:
Ja

Alternativen für JIRA Service Management

Nutzerbewertungen zu JIRA Service Management durchsuchen

687 von 687 Bewertungen
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Verifizierter Rezensent
  • Branche: Informationsdienst
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 9.6.2023

Hands down - das beste IT Projektmanagement Tool

In meinen Augen gibt es kein besseres Tool für ein sauberes Projektmanagement, in dem alle Bereiche dargestellt werden können.

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

Johannes
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
4
Bedienkomfort
3
Kundenbetreuung
3

4
Bewertet am 26.2.2023

Kompliziert und leider Industriestandard

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.

In Betracht gezogene Alternativen

Redmine, Trello und Asana

Gründe für den Wechsel zu JIRA Service Management

Funktionsumfang ist immer noch am größten.
Jakob
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 22.6.2023

Hilft uns die Tickets unserer Kunden zu verwalten

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

Sascha
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
0

5
Bewertet am 15.11.2023

Jire Sercive Managment Allroundtool für Helpdesk

Vorteile

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

Patrick
  • Branche: Informationsdienst
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
0

5
Bewertet am 8.12.2022

Kenne kein vergleichbares Tool am Markt

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.

Jasmin
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Wöchentlich für 1-5 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
0

5
Bewertet am 12.1.2023

Auf den ersten Blick einfach

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.

Dawit
Dawit
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
4

5
Bewertet am 13.6.2023

Effortless Collaboration and Task Management: A Closer Look at JIRA Service Management

My overall experience with JIRA Service Management has been exceptional. The platform has revolutionized our incident management process and significantly improved collaboration among team members

Vorteile

One of the aspects I liked most about Jira Service Management was its exceptional incident resolution efficiency. The platform truly excels in streamlining the incident management process, enabling our team to respond swiftly and effectively to any issues that ariseWith Jira Service Management, we were able to create a centralized incident ticketing system that provided complete visibility into ongoing incidentsThe automation capabilities of Jira Service Management were a game-changer. We were able to set up predefined workflows and triggers, ensuring that incidents were routed to the appropriate teams and escalated as needed

Nachteile

While Jira Service Management offers a plethora of robust features, one area that I felt could benefit from improvement was its reporting capabilities. Although the platform provides basic reporting functionalities, there are certain areas where additional enhancements would be valuable

Aaron
  • Branche: Konsumgüter
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 22.10.2024

Jira can keep pace with any company!

JSM will take your company's organization in projects and IT requests to a new level! We used to miss deadlines and small details that came back to bite us all the time. Since switching to JSM, those are few and far between!

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.

Nick
Nick
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
3
Bedienkomfort
2
Kundenbetreuung
0

3
Bewertet am 23.7.2022

Great for Smaller Businesses, not for the Large Enterprise

Vorteile

Service Management is very easy to get going "out of the box" for small organizations. We stood this up apart from our enterprise's main service management tool because we had special needs for our intake forms and this allowed us to do the customization needed without going through rigorous development through the enterprise level tool.

Nachteile

Form design for your main portal can sometimes be wonky, as navigating through the options takes a bit of getting used to and aren't the most intuitive at first. Workflows are also very simple and complex decision-making based on external data is not readily available.

In Betracht gezogene Alternativen

ServiceNow

Gründe für den Wechsel zu JIRA Service Management

Service Management ultimately was chosen because it integrated perfectly with our Jira instance and allows for seamless story/epic creation from internal customer requests, porting the information over was made very easy by this fact and the workflows you can create between the two are very useful.
Carlos
  • Branche: Hochschulbildung
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 18.9.2024

JIRA enhances your management!

Overall it has been a great resource for our institution. With the seamless tools imbedded in the program, it has enhance our productively and user communication. Our team has had a great experience and new employees find it easy to learn!

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.

Layne
  • Branche: Versorgungsunternehmen
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Wöchentlich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
0

4
Bewertet am 5.8.2024

Good but needs integrations to look better

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

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu JIRA Service Management

JIRA was already integrated so it was the easier choice
Olga
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 8.10.2024

Efficient and Customizable ITSM Tool for Streamlined Workflows

My overall experience with JIRA Service Management has been positive. It is a powerful tool for IT service management, especially for organizations already using the Atlassian suite. While there are some complexities in initial setup and configuration, once you're familiar with the system, it significantly improves workflow efficiency and collaboration across teams. The ability to integrate with various tools, automate processes, and generate detailed reports adds substantial value to any IT or support team.

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.

Amitabh
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
5

4
Bewertet am 12.11.2024

Powerful Bridge with Developer

It is extremely helpful product to know the developement and bugs related progress and to keep track on all the ongoing information.

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.

Khevana
  • Branche: Professionelles Training & Coaching
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 23.9.2024

Simple Service Management

We have been using the JIRA service management for the last 4-5 years to manage our different internal projects and other support requests. It made it really easy to manage those along with the implementation projects and integrate them with other tools with ease.

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.

Agha Imran
  • Branche: Computer-Software
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 8.11.2024

Great Tool

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

Mike
  • Branche: Unterhaltungselektronik
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
3
Kundenbetreuung
4

4
Bewertet am 4.10.2024

An easy to adopt Service Management platform from a trusted company.

Rollout was pretty easy. We already used Jira for Agile Project Management, so the interface was familiar.

Vorteile

It was easy to configure and use. Managing the tickets is straight forward and intuitive. The UI was well thought out.

Nachteile

There isn’t a comprehensive user community or help documentation compared to products that have been in the industry longer.

Verifizierter Rezensent
  • Branche: Unterhaltung
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
2
Kundenbetreuung
5

5
Bewertet am 7.11.2020

Powerful and Capable, but easy to over complicate things

Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn

Vorteile

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.

Nachteile

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.

Jayanth
  • Branche: Versicherung
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
2

4
Bewertet am 14.8.2023

JIRA is the best overall Bug & Issue Project Management tool

Vorteile

- JIRA is very simple to setup & deploy for beginners & can also be used very effectively by advanced users- Has integrations with other tools- JIRA helps report, manage & track bugs, product features via tickets in 1 place- JIRA has history of tickets, work logs, etc that help document projects & promote overall accountability

Nachteile

- JIRA can be expensive for small companies & small teams- JIRA needs licenses for users just to view the JIRA board & tickets

In Betracht gezogene Alternativen

monday.com

Gründe für den Wechsel zu JIRA Service Management

We chose JIRA as everyone were familiar with the tool & had prior experience with using it.
Verifizierter Rezensent
  • Branche: Internet
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
0

4
Bewertet am 14.2.2023

JIRA Service Management integrates very well with JIRA software, making bug quashing a breeze

Vorteile

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.

Nachteile

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.

Verifizierter Rezensent
  • Branche: Bankwesen
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
5

5
Bewertet am 9.10.2020

Great Service Desk for Human Resources

Jira has transformed our 12-person HR department. We can now easily track incoming requests, are not reliant on email for communication, can create canned responses for consistency and efficiency, and we have the ability to operate 100% paperlessly.

Vorteile

Jira is extremely customizable, scalable, and easy to implement when compared with other SD platforms. Out of the box, it can be used as a tool to track incoming requests, however, paired with the thousands of compatible plugins, it is unparalleled. Jira SD has allowed our HR team to take our daily operations to the next level, transitioning antiquated, clunky paper processes into a 100% paperless experience.

Nachteile

My only complaint is when custom fields are added, you have to update every field configuration you have, individually. This is extremely time-consuming when adding multiple custom fields in an effort to create "forms" within Jira.

In Betracht gezogene Alternativen

ManageEngine ServiceDesk Plus

Gründe für den Wechsel zu JIRA Service Management

Cost, ease of implementation, customization and scalability
Jack
  • Branche: Computer-Software
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
2

4
Bewertet am 21.8.2018

JSD has a lot to offer, but requires a lot to learn

JSD offers a lot for any company needing to maintain a service desk to manage the support requests it handles from its clients/customers. Because it is a Jira (Atalassian) product, it is most likely utilized along with other Jira tools, and plays quite well with those. Due to this integration aspect, thought, the layers of security necessitated within user settings requires a considerable amount of learning/training, which is not easily attained without paying for it from Atalassian. And, while I understand, respect (and even applaud) the market-oriented principle of this, it does seem a bit intentional that there are no reliable helps available outside of Atlassian (for example, any tutorials you will find on YouTube for assisting with certain user configs, settings, steps, etc. are applicable to much older versions of the software, and to a great extent, are not applicable to the current version). This would not be a negative aspect if Jira did a much better job at keeping their own internal (free) help docs, etc. up to date, so as to apply to the current version, as well. Instead, if one wants highly dependable "helps" it appears the best way to achieve that is to pay Atlassian for their training courses (at prices that are obviously calibrated toward larger companies/corporations. And blindly undertaking such would seem risky if judged by the extent to which their free user tools are kept up to date. This is not, to my knowledge, the common experience with most apps.

Vorteile

- Lots of tools in one place
- Integrates well with other apps (especially other Atlassian products)
- UI is clean and user friendly (customizable to a sensible extent)
- Contains useful metrics that are easy to configure and gain reports from
- Has multiple layers of user settings available for custom configuration to correlate to preferred levels of access among agents, customers, etc.

Nachteile

- Email bounce in frequently fails (bugs?)
- Depth of Jira admin user knowledge required for strong mastery of this app; time consuming to acquire a reliable user knowledge (which is necessary to utilize the app with the least bit of efficiency)
- Help docs, support mechanism unreliable/outdated (needs to be fresh and current to be applicable to present version of app)
- Confusing settings requirements for some user modifications needs (esp. where mapping/editing workflow schemes are concerned)
- Completely inadequate amount of general helps/tutorials available outside of Atlassian (YouTube, Google search, etc. for example) which seems a bit suppressed by design. Atlassian offers extensive training, but at a premium cost.
- Costly for the overall effectiveness it provides, after factoring these negatives along with the user time required to really learn the application.

Kristian
  • Branche: Programmentwicklung
  • Unternehmensgröße: Selbstständig
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 11.4.2023

The best project management tool on the market

10/10

Vorteile

Flexible and customizable: Jira is highly customizable, allowing users to adapt it to their specific workflows and processes. This makes it a great tool for teams with different needs.Great for agile teams: Jira is well-suited for agile methodologies, such as Scrum and Kanban. It provides features like sprints, backlogs, and boards that can help teams manage their work more efficiently.Integration with other tools: Jira can be integrated with a variety of other tools, including GitHub, Slack, and Confluence. This makes it easier for teams to collaborate and share information.Powerful reporting and analytics: Jira provides powerful reporting and analytics features that can help teams track their progress and identify areas for improvement.Large user community: Jira has a large user community, which means that there are plenty of resources available for users who need help or want to learn more about the tool.

Nachteile

Flexible and customizable: Jira is highly customizable, allowing users to adapt it to their specific workflows and processes. This makes it a great tool for teams with different needs.Great for agile teams: Jira is well-suited for agile methodologies, such as Scrum and Kanban. It provides features like sprints, backlogs, and boards that can help teams manage their work more efficiently.Integration with other tools: Jira can be integrated with a variety of other tools, including GitHub, Slack, and Confluence. This makes it easier for teams to collaborate and share information.Powerful reporting and analytics: Jira provides powerful reporting and analytics features that can help teams track their progress and identify areas for improvement.Large user community: Jira has a large user community, which means that there are plenty of resources available for users who need help or want to learn more about the tool.

Amr
Amr
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
4

5
Bewertet am 12.5.2023

Jira is The Best Project Management tool

A powerful tool for service management and ticket tracking that has made a difference in my work. It has many values. JIRA Service Management is generally seen as a powerful tool for service management and ticket tracking, with many features, including customization options, automation capabilities, and detailed reporting and analytics. It can also be integrated with other Atlassian tools like Confluence to provide a comprehensive project management and service management solution. Jira is my first recommendation to anyone looking for an efficient solution for their service management needs.

Vorteile

JIRA Service Management is a powerful tool that enables teams to customize workflows, processes, and reports according to their unique requirements. It seamlessly integrates with JIRA, allowing teams to easily switch between project and service management workflows while sharing information. The collaboration capabilities of JIRA Service Management are exceptional, as teams can use comments, usernames, and attachments to communicate with each other, ensuring that everyone is up-to-date on critical updates. Automation is another impressive feature that saves a team's time and improves efficiency. Teams can set up automation to automatically route tickets to the appropriate team members, send customer notifications, and update ticket status.Furthermore, JIRA Service Management provides comprehensive reporting and analytics capabilities to help teams track essential metrics and identify areas for improvement. Reports can track response times, resolution times, and customer satisfaction scores, among other things. JIRA Service Management is an invaluable tool that streamlines service management processes and enhances customer satisfaction.

Nachteile

Limited Mobile App Functionality: While JIRA Service Management offers a mobile app, some users have reported its limited functionality compared to the desktop version. This limitation can make it difficult for teams to manage service requests on the go.

Verifizierter Rezensent
  • Branche: Computer-Software
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
4

5
Bewertet am 14.11.2022

Good Tool for driving ITSM processes

Overall we are very pleased with Jira Service Management and have implemented incident management processes using it.

Vorteile

User friendly, easy to learn, integrates well with Atlassian eco system, roles based access control, licensed based on service agents

Nachteile

Dashboard and reporting gadgets can be improved further to provide better trend reports for the incidents, marketplace plugins can become overwhelming.

In Betracht gezogene Alternativen

ServiceNow

Zuvor genutzte Software

Freshservice

Gründe für den Wechsel zu JIRA Service Management

Better pricing and Atlassian ecosystem
Niall
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
4

4
Bewertet am 1.2.2022

A good option for Service Desks but check your requirements carefully

A stable, performant platform for customer support is critical and JIRA Service Management has delivered that.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Salesforce Service Cloud

Gründe für den Wechsel zu JIRA Service Management

Costs, features, configurability
Mai
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
4

4
Bewertet am 2.10.2022

Famous tool, yet can still be better

Reasonable experience

Vorteile

It has a very high adoption rate and big user base, therefore there are a lot of tutorials on how to do some certain things with Jira Service Management. That's a big advantage.

Nachteile

Nevertheless, quite a few features JIRA Service Management can enhance. For instance, the search engine of the whole JIRA is not yet powerful, although it is expected to be powerful because it's a system that administrates a large number of tickets. Searching using text often results in poor results. Additionally, it is currently not possible for searching for some phrases that belong to a hyperlink that is hidden inside a text.
Additionally, it is not yet possible to create a new type of relationship that links an issue with another issue. Currently one can only choose from a dropdown of relationship types that are already available there.

Marta
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
3
Kundenbetreuung
0

4
Bewertet am 3.5.2023

A truly powerful help desk management tool

Once past the cumbersome process of agreeing on workflows and setting everything up, the journey with Jira Service Desk has been pretty smooth. I recommend it for teams looking to deal with multiple sources of tickets. Streamlining the process buys more problem-solving time, which users of our application always appreciate!

Vorteile

Easy use for the agents (help desk consultants) is why we decided on this tool. The ability to connect tasks to our regular projects in Jira Software is another winner feature because it saves a lot of time and allows better communication between teams.

Nachteile

The major downside to Jira Service Desk is customizing it. I don't know if anyone uses it straight out of the box, but for us, it was necessary to spend a couple of days customizing workflows, screens, and general settings.Another rather annoying thing is the vagueness of the agents' assignments which determines how much we pay for licenses.

Eva
  • Branche: Telekommunikation
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
4

5
Bewertet am 12.6.2021

About Jira - Project Planning

The initial setup was quite a challenge but, here we are. It's an awesome system for tracking project issues, especially for new clients during onboarding.

Vorteile

It's a good platform to track issues that are being handled by each individual in a project. It also has the option for notification being sent out when an item has been resolved, closed, or has gone overdue.
If it's configured correctly to have a backup, the team members involved can always learn from the past incidences reported. This will ensure that the team leader will be able to identify recurring items, timelines it took for resolution, and the team member assigned to resolve such items. This ensures that such items are priority issues that need in-depth understanding for them to be resolved permanently.

Nachteile

As an organization, we have not been able to integrate Jira with osTicket, which our customer Experience team uses. This means we have two Systems, and at times this can be overwhelming to track issues on both Jira and osTicket.

Guibson
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 18.8.2023

Great Project Management Tool that enables teams to cross collaborate and become efficient

It is very user friendly, once the adoption and the knowledge of what is trying to be achieved, Tasks become a huge help on a daily project lifecycle

Vorteile

The most important part of the Jira functionality is the availability to enable teams to create, update, comment, assign, and establish a clear channel, and expectations that are required to complete a project in an organized and efficient fashion, the feasibility of documenting and creating a project status report based on tasks, pre-defined or project tailored tasks.

Nachteile

I believe that graphical interface dashboards would help to be robust, meaning, more detailed information, and the availability to generate clear reports is always useful for clients that don't want to access Jira, and just want an insight dashboard or the Project Lifecycle.

Verifizierter Rezensent
  • Branche: Marktforschung
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 29.7.2018

Unlike others, doesn't need complex configuration

With the help of Service Desk we get feedback from users about the bugs they find in the product. As the result, we fix them really fast. By adding fields that users need to add while submitting bug, we decrease time that is needed to reproduce bug or clarify the issue. Also, we can communicate with user directly if needed.
At the same time user can always get back and see status of ticket they submitted.
Also, it says a lot when you see Atlassian using its own product and using it really well.

Vorteile

When you use this application as an addition to JIRA, it is a great tandem. I adviced my company to use Service Desk when we were discussing how to receive bugs and ad-hoc requests. We are using this application fro several years and we do not think about changing it.

Nachteile

The only bad point that I can mention about Service Desk is its price. A lot of clients I worked with complained about it. They manage really carefully the number of users that are Agents (users you actually pay for), and get really upset if they were not carefull enough and their bill was higher then they expected.

Verifizierter Rezensent
  • Branche: Computer-Software
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
0

5
Bewertet am 23.4.2023

Keeps me organized and on task

I use JIRA to track all the work that I do as an engineer on my team. It helps me track of anything I pick up, organize upcoming work according to epics and prioritize work as needed. We also share this informaiton with our stakeholders so they can keep track of what's happening with each project.

Vorteile

I like that JIRA can be as simple or as complicated as you want it to be. I like that I can customize my dashboard and menus to my own personal liking and needs. It also helps engineers to sync on ticket requirements pretty easily.

Nachteile

JIRA can be complicated, but it doesn't have to be. I think there is a learning curve if you want to go beyond doing the basics, but I personally like to keep my workflow with JIRA pretty simple.

Muhammad Suffian
  • Branche: Computer- & Netzwerksicherheit
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 14.6.2024

Jira used by a system engineer

Overall, JIRA Service Management is powerful and customizable, but has a complex setup, steep learning curve, and can be costly.

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.

In Betracht gezogene Alternativen

Zoho Projects, MeisterTask, Zoho Desk, monday.com und Wrike

Zuvor genutzte Software

ActiveCollab

Gründe für den Wechsel zu JIRA Service Management

Easy to use, cost effective and they gave discount plus many many more benefits
Lucas
  • Branche: Computer- & Netzwerksicherheit
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
3
Kundenbetreuung
0

4
Bewertet am 7.8.2023

A Powerful Software for Efficient Software Development Management

JIRA is a highly powerful software that excels in managing software development projects. With its robust features and functionalities, it offers a comprehensive solution for teams to track and organize their work. However, it can be overwhelming for users due to the extensive customization options available, which may lead to a learning curve and occasional complexity

Vorteile

- Powerful project tracking: it provides an extensive range of tools and features to effectively manage software development projects, including issue tracking, task assignment, and progress monitoring.- Customizability: The software allows for extensive customization, enabling teams to adapt it to their specific workflows and requirements.- Integration capabilities: it seamlessly integrates with various development tools and platforms, facilitating collaboration and enhancing productivity.- Reporting and analytics: it offers robust reporting and analytics features, providing valuable insights into team performance, project progress, and issue resolution.

Nachteile

- Steep learning curve: Due to its vast customization options, JIRA can be initially overwhelming for new users, requiring time and effort to fully grasp its functionalities.- Complexity: The extensive features and configurations available in JIRA can sometimes make the software feel cumbersome, especially for smaller, less complex projects.

Nathan
  • Branche: Einzelhandel
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
5
Bedienkomfort
3
Kundenbetreuung
0

5
Bewertet am 23.6.2023

Jira Service Management a Powerful Ticket System

Overall when the software works it does the job, it's a bit of a nightmare to configure and the costings are not the cheapest but not as expensive as competitor products, i.e. zendesk, freshdesk etc.

Vorteile

Works very well as a ticket system, it's very customisable and uses JQL for custom queries if you're inclined towards detailed reporting. Third Party Addins available online in their marketplace and bountyful automation features.

Nachteile

It's very difficult to setup requires alot of time and effort and the software is not userfriendly so if you're implenting for a team that isn't IT literate then perhaps include some extra training days.

In Betracht gezogene Alternativen

Freshdesk und Zendesk Suite

Warum JIRA Service Management gewählt wurde

We outgrew spiceworks and required a real ticket system

Zuvor genutzte Software

Spiceworks Cloud Help Desk

Gründe für den Wechsel zu JIRA Service Management

Functionality was near identical it came down to price and the fact we already used Jira for our Dev enviroment.
Verifizierter Rezensent
  • Branche: Computer- & Netzwerksicherheit
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
3
Kundenbetreuung
5

4
Bewertet am 6.5.2023

Jira Service Management: Optimice sus operaciones de servicio con la potente solución de...

Jira Service Management is a powerful and versatile tool developed by Atlassian, a leading software development company that specializes in creating products for collaboration, project management, and software development. Atlassian has a proven track record of producing high-quality and innovative software that is widely used by organizations of all sizes around the world.One of Atlassian's most popular products is Confluence, a content collaboration tool that is often used in conjunction with Jira Service Management. Confluence is designed to help teams collaborate and share information more efficiently by providing a central location for storing and sharing documents, meeting notes, and other important information. It integrates seamlessly with Jira Service Management, allowing users to easily access information from both platforms.Overall, Jira Service Management is an excellent service management tool with many powerful features and capabilities. While there may be a learning curve involved in getting started with it, most users find that the benefits of using the platform far outweigh any potential drawbacks. With its integration with Confluence and other Atlassian products, Jira Service Management is a great choice for organizations looking to streamline their service operations and improve collaboration and productivity.

Vorteile

Jira Service Management itself, is a robust service management tool that offers a wide range of features and capabilities. Some of its key strengths include its flexibility and scalability, which make it an ideal choice for businesses of all sizes. It also offers powerful automation capabilities, allowing users to streamline their workflows and improve productivity. In addition, Jira Service Management provides detailed analytics and reporting tools, giving users valuable insights into their service operations.

Nachteile

Of course, like any software tool, Jira Service Management has some potential downsides. For example, some users have reported that it can be difficult to set up and configure initially, especially for organizations with complex workflows or service structures. Additionally, some users have found the interface to be somewhat complex and overwhelming at first, although with time and experience, most users find it becomes more intuitive.

Verifizierter Rezensent
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
3
Kundenbetreuung
0

4
Bewertet am 2.5.2023

Cumbersome and slow, but no challenger

We're using Jira to manage our tickets and it works well. There are solid alternatives and competitors in the field, so I'm not sure for how long we'll keep using jira.

Vorteile

The feature set of Jira is very wide, it is possible to achieve a lot. The ticket management system works, and it is possible to customize it a lot. Custom fields, custom status, sceens shown in transitions, automation rules based on triggers, ...Jira being extremely famous, it has the advantage of being easy to connect to virtually anything: sentry, aws, circle ci, slack, notion, figma, github, ...

Nachteile

The UI is confusing, slow, and sometime very painful. For instance, for the longest time they did not support the markdown syntax in the text boxes. I consider myself very experienced with Jira and yet, I still get lost. Especially when it comes to managing boards or project or admin settings.

Tora
Tora
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
4

4
Bewertet am 30.4.2023

Expert service management system

I mainly use it for task management on small projects, but I plan to gradually expand the scope of use as I get used to the operation and screen environment. Since it can be used in a wide range, it is recommended that I use it for task management and workflow for small-scale projects with a small number of people to get a feel for its operation. Sharing issues with project members in other companies or remote locations is possible. You can discuss and work on a common visualized platform, such as managing work progress and solving problems.

Vorteile

It is a slightly different tool from the so-called general ITSM system (or service). Operation and maintenance (though not limited to) tend to be individualized. Still, JIRA caters to tasks and support on a "role" basis, so sharing knowledge using OJT is possible, depending on ingenuity.

Nachteile

It may be a problem due to the multifunction, but I think the problem is that the screen is a bit hard to see. (The problem may be solved by changing the layout of frequently used functions, but I haven't used it much yet, so I think it will be a problem that will be solved as I use it).

In Betracht gezogene Alternativen

ManageEngine ServiceDesk Plus

Warum JIRA Service Management gewählt wurde

Because we can search by tag, we can quickly find problems and solutions, success stories and reference examples. Since the SLA can be configured according to individual design, the achievement status can be confirmed in a report, and the current progress and what needs to be done can be shared immediately. Full-text search is possible with indexing, so this system has a sense of security, even if you think you missed it.

Zuvor genutzte Software

ServiceNow

Gründe für den Wechsel zu JIRA Service Management

Functionality that manages queries centrally. Improved working conditions enhance visualization and efficiency. Queries, support and information distribution are centralized, so there is no waste in work, and it is simple and clear what to do next so that I can do my job.
Shayla
Shayla
  • Branche: Internet
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
5

5
Bewertet am 15.2.2023

Probably the top program for managing projects

Jira is a sophisticated and flexible project management solution with a wide range of applications. Jira's strengths lie in the depth of its task management features, the breadth of its integrations, and the depth of its reporting and analytics tools, all of which contribute to the program's capacity to help you better understand your projects and teams.

Vorteile

To accommodate the fact that various people have different ways of doing things, this user interface may be easily altered to fit individual needs. Jira makes it simple and quick to design and implement unique workflows and rules. One way to break down large projects into manageable chunks is to keep everyone in the loop on how things are shaping up.

Nachteile

Jira's flexibility allows for personalization, but more in-depth modifications may call for specialized skillsets.Performance difficulties: Some users may have performance issues, especially when working with larger projects or those that include complicated procedures.

Ashish
  • Branche: Versicherung
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
5

4
Bewertet am 8.6.2022

Life Savior tool for Agile Projects

JIRA is becoming one shop all for all project management needs.
It also act as a tracking warehouse for all project management and IT management activities in current agile world.
Scrum meeting actions and stories are easy to browse compared to other existing tools on premise.
JIRA is also efficient to manage code control versioning easily by rapidly varying requirements.
It saves a huge cost for placeholder for our IT Asset management when migrated from traditional software

Vorteile

JIRA service management is very use friendly software in day to day project activities.
JIRA has been excellent tracking tool for testing bugs, defects easily during entire project cycle.
It is very effective place holder for IT asset management and project management phases.
JIRA has capabilities to integrate with multiple ITSM management tools and reporting tools for effective reports and dashboarding.

Nachteile

New changes for html pages take little more time for loading when moved to production.
Version controlling sometimes create hiccups during rollback period.

In Betracht gezogene Alternativen

Confluence

Warum JIRA Service Management gewählt wurde

JIRA is more user friendly and easy to mange across enterprise compared to Excel. Macros behaviors were pain points during maintenance but JIRA resulted as cost effective tool for corporates model.

Gründe für den Wechsel zu JIRA Service Management

It is more cost effective and user friendly software compared to Confluence. It is easy to track for scrum stories and follow agile approach to avoid standard documentation hours
Chirag
  • Branche: Versicherung
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
3

5
Bewertet am 14.2.2020

Efficient service desk for companies small, medium or large

Prior to using Jira Service Desk, were using a combination of Excel and SharePoint with workflows. We couldn't get great reports. It was hard to customize. Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow. We brought in Jira Service Desk as a test bed. Within 2 hours, we were testing and customers were putting in tickets. While we used most of the default settings, the value we were generating was way beyond we ever had. Then, we set up SLAs and watch reports for a few days. We were able to see everything we wanted - who reported the issue, when, what was the priority, how many comment exchanges happened, how much time did we spend, did we meet SLAs, what was the solution, etc. Fast forward 2 years. We are now able to create strategies to service internal and external customers better based on the data from Jira. It has helped us go from making gut-feel decisioning to data-centric decisioning. Good data wins debates. Jira helped us with good data.

We are also utilizing Jira's excellent searching, dashboarding and API functionality to feed data to other systems and drive changes beyond just customers.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Trello, Basecamp und Asana

Warum JIRA Service Management gewählt wurde

Our previous solution was built on SharePoint. It was slow. Very slow. We had workflows that drove communication after an issue was entered. Workflows would break often with hard-to-understand errors and debugging them was difficult. We had to build all the reports surrounding data we collected from SharePoint. Most reporting surrounding SharePoint were manual. We spent more time debugging issues with SharePoint than the time we spent on the most demanding customer. Something had to change. We tested Jira Service Desk one day and within hours our customers were using it. There was a day and night difference between the two systems and customers were happy. Built in reports were excellent.

Gründe für den Wechsel zu JIRA Service Management

Asana has been working on improving the speed of their software. Their slowness has been well documented on various sites. Even their own team acknowledged and worked hard. We were not just read to jump into Asana due to the slowness. Trello was great - fast and easy to use. Reporting was missing. Pivotal Tracker felt like it was well suited for dev work and was comparable more to Jira Software. Basecamp felt like it was well suited for project work. Jira Service Desk fit the bill for IT help desk, admin help desk etc.
Verifizierter Rezensent
  • Branche: Musik
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
0

5
Bewertet am 23.7.2019

A great option for on-site ICT service desk management

Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us. The software is usable in its default setup but we have found that there is still plenty of customisation that can be done if needed to suit more complex requirements.

Vorteile

I find the UI of Jira Service Desk very clean and modern compared to other service desks software on the market. Included with the service desk is a customisable user-facing portal for users to raise tickets in, which proved very popular with staff when raising tickets alongside traditional email tickets. Due to the way Jira splits service desks into different projects, we were able to create service desks for other departments in the organisation which helped improve productivity and workflow. There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!). We found the default setup of Jira Service Desk fit our needs very well, but it is very easy to customise ticket workflows and other features to suit more complex needs.

Nachteile

For a service desk technician using Jira Service Desk the back-end UI for managing tickets can be a little overwhelming, however this can be fixed by editing the default workflows for tickets to hide not required information and details. The administration settings are somewhat unintuitively set out for system administrators, but once you get to grips with the layout it becomes easy enough to find what you need from the settings page. We found the instructions on the Atlassian website for setting up an external redirect with a custom URL in IIS a little sparse on detail, but a quick trip to the Atlassian forums cleared up any queries we had with the process.

In Betracht gezogene Alternativen

ManageEngine ServiceDesk Plus, Freshdesk und Zendesk Suite

Warum JIRA Service Management gewählt wurde

We switched as part of a service contract change which meant our Kaseya service desk which was provided by our MSP was no longer an option. Instead we decided to look at alternative service desk software that could be used for our needs, and as we were at the time considering implementing both OpsGenie and Confluence (which are also Atlassian products) we decided to remain in the Atlassian ecosystem and choose Jira Service Desk.

Zuvor genutzte Software

Kaseya VSA

Gründe für den Wechsel zu JIRA Service Management

We chose Jira Service Desk as it was one of the few with a pricing model that worked for us; being a non-profit organisation, their free licencing for non-profits was a huge selling point to us. This was coupled with the fact we were at the time considering implementing both OpsGenie and Confluence (which are also Atlassian products) so we felt staying within the Atlassian ecosystem would prove beneficial.
Justin Alex
  • Branche: Computer-Software
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
5

4
Bewertet am 23.8.2017

Highly customizable and integrates well with the Atlassian ecosystem

Customization, integrations, workflows, SLAs

Vorteile

Newbies to JIRA Service Desk can get a service desk project up and running in less than 30 minutes. If your organization is already using JIRA for issue tracking, then having a help desk with Service Desk is a no brainer. It allows you to integrate software teams and IT teams better within the same ecosystem.

The benefit of JIRA Service Desk, when compared with other help desk tools, is the customizability of your workflow. You can set up a workflow to be simple (with Open > In Progress > Closed statuses) or complex (with other statuses like On Hold or Waiting for Customer).

SLAs are highly configurable, with the power of JIRA's JQL functionality. So one can conjure up a query to fit their SLA needs. With the addition of custom fields, a Service Desk administrator can create fields to capture important information to streamline the help desk process.

Having Confluence also provides more benefits in which you can integrate an existing knowledge base space to a help desk project and self-serve your customers.

Finally, being in the Atlassian ecosystem enables you to add additional functionality and enhancements with the use of Apps. There are close to 1500 apps available for JIRA, and many are constantly updated by the app developers.

Nachteile

Administering JIRA Service Desk (and JIRA in general) can be daunting for a new user. With a number of customizations that one can do in a JIRA application, there will come a time where there can be a performance impact on the environment if the application is not governed well.

The Customer Portal (customer facing interface) is spartan in terms of customization. You can only customize so much, but it is limited in terms of branding it to suit your company's design specs.

Gábor
  • Branche: Automotive
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
5

5
Bewertet am 28.10.2022

Jira, one of the best ticketing tools

I have been using JIRA and its different versions, distributions, add-ons for a time now.This is one of the best-known yet expensive solution for ticketing, and one of the best working one.You may check what points I have collected for pros and cons, yet if I could, I would use and recommend JIRA.The interface what most people "ragging" about JIRA, indeed needs to time to get familiar with, but Salesforce and its chatter, JIRA is still better.There are training material, some on-boarding also available in-built for JIRA and after a few ticket, you are ready to go on your own.In every sector you can find ticketing tools, JIRA is customizable according to your needs.If a lot of people are going to use it, I recommend to have an on-premise solution with a lot of power.There are rivals to JIRA, even in-house ticketing tools, in my company now we have 2 systems, yet an IT-provider can use a lot of them, causing a chaos.JIRA is continuously being developed, there are 3rd party extensions to it, quite stable.

Vorteile

Can clone tickets, create linked issues Can create parent-child relationshipsOther Atlassian sw. products and modules are well integratedScreenshots can easily be attachedPossible to delegate close bulkily ticketCan mention colleagues to make them remember about the tasksOptions to connect 3rd party developmentsExport modes are greatCan connect an e-mail address for processing

Nachteile

Lack of dark modeRedirecting tickets with the old IDs sometimes weirdScheduled reports could be usefulSimple "User" mode/layout is not enoughUI is not that easy at first, still better then Salesforce.JIRA is a general ticketing tool I would say, but there are others focusing on more on a technical side, like HP SM9.

Denise
Denise
  • Branche: Marketing & Werbung
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
5

5
Bewertet am 14.12.2022

Excellent service and project management tool

For the past five years, I've been using Jira, and during that time I've noticed a big improvement just about every time. It has been easy for us to keep track of the work that other teams have completed by logging it and adding service level agreements. You can use it to delegate tasks within your team, track progress on common goals, and share updates with your colleagues in real time or behind closed doors. Because of this, it is an incredible instrument.

Vorteile

The default settings for Jira Service Management allow you to maximize its potential right away, with nothing in the way of setup. It is possible to personalize it with a wide variety of settings so that it functions just how one would like it to.

Nachteile

Because our SSO implementation needs it, in order for a user to sign into the customer portal, they will first need to sign into the parent Jira site.

  • Branche: Computer-Software
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
3
Kundenbetreuung
0

5
Bewertet am 3.6.2024

One of the best choices for a customer service desk

Vorteile

Highly customisable service desk portal, from the fields to the UI. We can set up a new portal in minutes for every new project and easily tie the tickets to our internal Jira Software projects keeping internal and external discussions separate.

Nachteile

SLA management should be made easier as well as the reporting options. Naturally the easy integration between the service desk and the software issue tracking system occurs if you are using Atlassian, good luck with other tools.

In Betracht gezogene Alternativen

Redmine

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Redmine
Lillian
Lillian
  • Branche: Krankenhausversorgung & Gesundheitswesen
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
4

4
Bewertet am 14.8.2023

We track incoming work with Jira Service Management

I prefer Jira Service Management because it is very similar to Jira software; If you are familiar with Jira software, you will have no problem using this one. Concise but effective.

Vorteile

First of all, Jira allows us to manage customer support requests in an organized way. They can be tailored to individual squads and relatively easily monitored. All relevant details can be stored in one location in a Jira request. Jira is an easy-to-use tool and request tracker for teams, with features including customizable dashboards, access permissions, and time/effort monitoring.

Nachteile

Inadequate translation of Jira Service Management into other languages is one of its biggest drawbacks, as it results in an unnatural hybrid between English and the selected language.

Mike
Mike
  • Branche: Elektrische/elektronische Fertigung
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
5

5
Bewertet am 12.5.2023

Innovating IT Workflows

JIRA Service Management is an exceptional platform for IT project management and customer support. Its customization capabilities and the efficiency it offers in problem resolution and cross-team collaboration make it well worth the investment.

Vorteile

The platform offers a wealth of issue tracking features, reports and metrics that make it easy to monitor productivity and identify areas for improvement. In addition, the self-service portal and integrated knowledge base provide end users with useful resources to resolve issues on their own, reducing the support team's workload. Support for process automation is also impressive, enabling the implementation of automated rules and actions to streamline and optimize workflows.

Nachteile

Despite its many advantages, JIRA Service Management can be complex and difficult for new users to learn. Initial setup and customization takes time and effort.

Marek
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Kostenlose Testversion genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
0

4
Bewertet am 1.6.2023

JIRA Service Management Review

My experience with JIRA Service Management was positive. The platform provided a comprehensive solution for managing and resolving customer requests and incidents. The ticketing system, along with its customizable workflows, allowed us to streamline our support processes and ensure timely resolution of issues. The integration with other Atlassian products, such as JIRA Software and Confluence, facilitated collaboration between different teams and improved overall productivity. The reporting and analytics capabilities helped us gain insights into our support team's performance and make data-driven decisions. Although there was a learning curve during the initial setup, the benefits of JIRA Service Management in terms of efficiency, collaboration, and customer satisfaction made it a valuable tool for our organization.

Vorteile

One of the aspects I liked most about JIRA Service Management was its robust ticketing system and incident management capabilities. The platform provided a centralized place to track and manage customer requests, incidents, and support tickets. The customizable workflows and automation features allowed for efficient routing and prioritization of tickets, ensuring timely resolution. The integration with JIRA Software also enabled seamless collaboration between development and support teams. Additionally, the reporting and analytics features provided valuable insights into team performance and helped identify areas for improvement.

Nachteile

One aspect I liked least was the initial setup and configuration process. As the platform offers extensive customization options, it required some time and expertise to properly set up and tailor it to our specific needs. The initial learning curve associated with understanding the platform's terminology and features could be a bit steep for new users. Additionally, the user interface, although functional, could benefit from some enhancements in terms of intuitiveness and user-friendliness.

Andrea
  • Branche: Freizeit, Reisen & Tourismus
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
3
Kundenbetreuung
3

4
Bewertet am 19.11.2019

Best on premise

We use on premise version. Software administration can be burdensome for a small staff, updates and monitoring can require quite a lot of time. Price raised two times since first purchase. Apart from this, the tool has enabled us to precisely structure the service desk, reducing by 70% the number of phone calls and emails to better filled forms on the customer portal and the use of a chat addon.

Vorteile

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

Nachteile

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

In Betracht gezogene Alternativen

ManageEngine ServiceDesk Plus

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Lansweeper
Terry
  • Branche: Gesundheit, Wellness & Fitness
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
3
Bedienkomfort
5
Kundenbetreuung
3

3
Bewertet am 13.12.2023

Jira is a good tool but need to know the limitation

The ITSM offers a high-quality service and a competitive price compared to other tools. However, it requires a skilled implementation partner for a successful deployment. This tool also needs ongoing support and maintenance to ensure optimal performance. It is not advisable to rely on a short-term professional service during deployment without continuous support/improvement.

Vorteile

Jira's ITSM module is user-friendly and intuitive. You don't need much training to master it. One of the features I appreciate most is the ability to mention other people with @ in the comment section and keep them updated on the ticket status.

Nachteile

The IT asset management module is very complex and requires a lot of configuration to enable the basic features. The out of box feature in this module was not useful for my purposes. I had to set up the IT asset classes from the schema level, which was time-consuming and tedious.

687 Bewertungen

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