JIRA Service Management Erfahrungen

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

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.

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

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

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.

Vorteile

Jira is a good tool , we used it mostly for Product Management based work due to it's easy to share and easy to grant access features I find it ideal in a Product based environment and that is where it shines best . (decent pricing , good collaboration , good reporting )

Nachteile

At this price point , you have a lot of variety and the market becomes very competitive , you can go other options if you have a Support department for example , if money is no option than this can also fit that role , however the additional features that Jira offers I feel might be lost on support.Summary : Great for Product , Medium for Support

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.

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

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.

Vorteile

its workflow management - easy transition from one state to another .access management - restricting users from updating or configuring boards to avoid unintended confusions .bug tracking and user story creations - made my easy to track and progress in right direction .

Nachteile

with my current usage of JIRA - nothing I dislike about JIRA - it does everything that I am asked to do .it

Vorteile

- An array of available plugins for seamless synchronization- The comprehensive list of features proves invaluable for integrating teams of all sizes and facilitating project and task management.

Nachteile

- The abundance of features can be overwhelming when trying to learn the entire suite. - Certain features like flags and notifications tend to overlap within certain workflows, resulting in some redundancy.

Vorteile

What i like most is the engagement that it have with ITIL practices

Nachteile

What i like least is the learning curve, little bit harder than other ITSM solutions.

Vorteile

- Very easy to categorise service requests- Easy to prioritise the service requests- Easy to track and manage service requests- Efficient way to raise and get resolution of the service requests- Great and customizable workflow

Nachteile

This tool offers a great set of features and one can easily be overwhelmed with so many features. Though Atlassian has published great documentation, learning from the documentation to use is time-consuming. Atlassian should launch a series of bitesize videos demonstrating how to use it for specific use cases.

Vorteile

The interface is intuitive which is critical when using Jira across an organization. Team members with varying levels of tech-savvy are able to navigate tickets and collaborate.

Nachteile

Setting up the workflow design is a little overwhelming for a novice user. With so many options, figuring out the right path for your needs can be a little daunting.

Vorteile

Tool which is very helpful for project management (agile project). Everyone can see the steps of the project, the task... (We can see the estimation of time by task, the deadlines...)

Nachteile

We have to test ourself to understand Jira, We don't have a lot of demo... available for all functionalities

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.

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.

Vorteile

The ease of use and anybody can use the tool for Ticketing, project management, issue tracking, dashboards etc...

Nachteile

The options are at times clumsy and confuse the end users when the data is too much.

In Betracht gezogene Alternativen

ServiceNow

Warum JIRA Service Management gewählt wurde

The cost was too high and we couldn't afford the price for the project budget.

Vorteile

JSM really doe make things very easy to do from ticket management to full blow products with customisable screens and input. It's worth the money but can get expensive when the whole company decides they want it.

Nachteile

Really only the price is the con here, it's expensive but worth it. They offer fixed subscriptions which save money but cap users or pay as you go which costs more, but users can be added and removed ad-hoc.

Vorteile

Scalability.
Flexibility to be tailored to particular organizational needs.
Very rich in terms of features.

Nachteile

Setup can be made a bit simpler.
Could use more ready 'templates' that can be used to quickly roll out the product for production.

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.

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.

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.

Vorteile

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

Nachteile

The export to excel features can be improved in JIRA.

Vorteile

JIRA Service Management offers robust reporting and analytics capabilities, providing insights into support team performance, ticket trends, and customer satisfaction levels. These metrics help organizations identify areas for improvement and make data-driven decisions to enhance their support processes.

Nachteile

Due to its extensive functionality and customizable nature, there can be a learning curve associated with mastering JIRA Service Management. Administrators and users may need time to understand the platform's features and optimize its use for their specific requirements.