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JIRA Service Management Pros

MA
Director of ERP Systems at Clesen Wholesale
The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests.
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Lead Consultant at Enquero Inc
It's easy to set up the solution.
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Technical Project Lead, Agile Coach, IT Educator at Asia Pacific College
Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general.
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Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
563,208 professionals have used our research since 2012.
Information Technology Service Desk Manager at MAF Retail
The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features.
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Corporate Performance Lead at a tech services company with 501-1,000 employees
The most valuable features are the management tools.
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AM
IT Director at a real estate/law firm with 1,001-5,000 employees
The initial setup is easy and straightforward.
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Platform Scrum Master at a comms service provider with 5,001-10,000 employees
Great to be able to create customized forms.
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PR
Project & Delivery Manager at a comms service provider with 10,001+ employees
Some of the most valuable features are simplicity, ease of configuration, and ease of customization.
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Consultant at Lupus
One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted.
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AC
Solutions Architect Leader at a tech services company with 201-500 employees
The dashboards are nicely laid out.
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JIRA Service Management Cons

MA
Director of ERP Systems at Clesen Wholesale
The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time.
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Lead Consultant at Enquero Inc
JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications.
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Technical Project Lead, Agile Coach, IT Educator at Asia Pacific College
Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good.
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Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
563,208 professionals have used our research since 2012.
Information Technology Service Desk Manager at MAF Retail
From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server.
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Corporate Performance Lead at a tech services company with 501-1,000 employees
If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful.
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AM
IT Director at a real estate/law firm with 1,001-5,000 employees
The solution needs to be integrated better with Office X5.
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Platform Scrum Master at a comms service provider with 5,001-10,000 employees
When you raise a ticket with Jira, there's no ability to see your other JIRA tickets.
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PR
Project & Delivery Manager at a comms service provider with 10,001+ employees
At times you will need add-ons or additional software, so built-in features would be helpful.
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Consultant at Lupus
The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient.
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AC
Solutions Architect Leader at a tech services company with 201-500 employees
The initial setup is very complex.
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Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
563,208 professionals have used our research since 2012.