JIRA Service Management Erfahrungen

Hands down - das beste IT Projektmanagement Tool

Kommentare: 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

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.

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

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.

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.

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.

Probably the top program for managing projects

Kommentare: 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.

Expert service management system

Kommentare: 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.

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

could work better on the timeline setup

Vorteile:

Well integrated with agile framework, have sub task under projects

Nachteile:

The project timeline setup is not intuitive, especially when u need to set up multiple task in parallel

Jira used by a system engineer

Kommentare: 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

The best tool for Helpdesk which works seamlessly with Jira

Kommentare: My team enjoys this tool a lot and we surely feel this is the most suited tool for the workflow we have. Highly recommend for helpdesk in IT

Vorteile:

Works so well with a support email ID to collect client helpdesk issues, and even link them to development (IT project) tickets

Nachteile:

Perhaps the dashboards can be easier and more insightful, for checking workload, number of issues managed per staff member etc

In Betracht gezogene Alternativen: Zendesk Suite

Gründe für den Wechsel zu JIRA Service Management: Since we have a lot of helpdesk tickets that may translate into a product feature, or enhancement or bugs that can be forwarded to the IT development team, we wanted to use something that syncs with JIRA very well

A fantastic ITSM offering

Vorteile:

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

Nachteile:

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

Jira - An awsome tool

Kommentare: Overall a nice experience. It is a very easy tool to learn. It can be scaled up well. It is also quote versatile in usage for Scrum Kanban etc.

Vorteile:

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

Nachteile:

Poor help documents especially around JQL

JIRA keeps us on track

Kommentare: Overall, very happy with what we get from the JIRA platform. It's fast & intuitive to keep our teams aligned.

Vorteile:

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

Nachteile:

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

Great company

Kommentare: Great services, quick and friendly. Always there to help

Vorteile:

Fast, easy and dependable. Great company

Nachteile:

Haven’t found anything wrong so far, has been a good asset to the company

Jira Service Management a Powerful Ticket System

Kommentare: 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.

Well, everyone knows Jira — I just decided to reflect here

Kommentare: I hate Jira and think the only reason everyone uses it is that they're just used to suffer.Here's an article about it:[SENSITIVE CONTENT]

Vorteile:

After latest update the visuals are quite pleasant.You can really construct complex filters if you know what you're looking for.Task IDs unfurl into links.Permissions are very granular (although complex and you won't understand how to use them).

Nachteile:

Expensive.No obvious features or you have to pay extra: time tracking, dark mode, CHECKBOXES.

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

Kommentare: 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.

Highly customizable and integrates well with the Atlassian ecosystem

Kommentare: 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.

Cumbersome and slow, but no challenger

Kommentare: 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.

Jira, one of the best ticketing tools

Kommentare: 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.

JIRA Service Management Review

Kommentare: 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.

Good for Product Companies not so good for Support

Kommentare: It is a Jack of all trades, Jira can thrive in the right hands if you have for example a few teams working in a Nexus Framework or even lower tier Scrum/Kanban/Scrumban this tool has it all , you can setup Kanban boards within minutes , access structure can also be tailored to fit a specific team need , whether it is to give full permissions to a developer or tech lead or just read access to a stakeholder.My experience with Jira is a positive one however I only give it 8/10 for price and for utilizing it in SD Environments.

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

Famous tool, yet can still be better

Kommentare: 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.