Widely acxepted ticketing tool in the market
June 26, 2024

Widely acxepted ticketing tool in the market

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Jira Service Management

Jira Service Management is used for various purposes with in the organization. The major use cases are incident management, support requests, change requests, RFP requests etc. Jira Service Management is used for tracking the work till it's completed and used for future references. There is to and fro interaction between author and task assigned member for clarifying the issues in smooth way.

Pros

  • It clearly shows the status of the request
  • Email notification
  • Easy configuration of flow

Cons

  • The user interface is very basic and simple
  • Search option can be optimized while fetching results
  • It can adopt more MS word functionalities for forms
  • Jira Service Management improves process efficiency
  • Ticketing system gives accountability of the work done
  • Tracking the status of the request
Jira Service Management tool will serve it's purpose to do what it is meant to be. It has it's own limitataions on few features, however it's the industry standard ticketing tool. All covers all the processes that required to resolve the issues. It has various use cases in incident management, Request management etc.

Do you think Jira Service Management delivers good value for the price?

Yes

Are you happy with Jira Service Management's feature set?

Yes

Did Jira Service Management live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Jira Service Management go as expected?

I wasn't involved with the implementation phase

Would you buy Jira Service Management again?

Yes

Jira Service Management tool is well suited for requests are raising issues incident management, change request, RFP request, etc. Jira Service Management is majorly focused on task completion. This tools is completely suitable for project management where it has more complexity. The tool consists of lot of information related to multiple issues, however it not that suitable as knowledge management where we are dependent on confluence.

Jira Service Management Feature Ratings

Incident and problem management
7.8
Organize and prioritize service tickets
9
Self-service tools
7
ITSM collaboration and documentation
7
ITSM reports and dashboards
8
ITSM asset management ()
Not Rated
Change management
8.0
Change requests repository
8
Service-level management
8

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