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What is Jira Service Management?
Jira Service Management empowers Dev and Ops teams to collaborate at high-velocity, so they can respond to business changes and deliver great customer and employee service experiences fast
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
85 Likeliness to Recommend
96 Plan to Renew
2
Since last award
79 Satisfaction of Cost Relative to Value
2
Since last award
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+85 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Jira Service Management?
Pros
- Trustworthy
- Performance Enhancing
- Enables Productivity
- Respectful
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Reporting
End User Self Serve
End User Support Solutions
Integrated Knowledge Management
Integration With IT Tools
Multi Device Capability
Service Catalog
Technician Administration
Multi-Site Functionality
Vendor Capability Ratings
Business Value Created
Ease of Customization
Quality of Features
Availability and Quality of Training
Ease of Data Integration
Ease of IT Administration
Product Strategy and Rate of Improvement
Ease of Implementation
Breadth of Features
Usability and Intuitiveness
Vendor Support
Jira Service Management Reviews
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Kyle P.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Feb 2022
Our go-to tool for managing projects and clients
Likeliness to Recommend
What differentiates Jira Service Management from other similar products?
JIRA's decision to let it be relatively open-source to allow independent developers to develop add-ons. This makes it potentially feature rich and customizable.
What is your favorite aspect of this product?
On any given day I'm probably working on 20 projects, no exaggeration. Trying to manage them all with a homebrew system such as sticky notes is not possible. With JIRA I know what all projects I'm working on, their work state status, and where the projects currently stand. Our customers are required to communicate to us only through JIRA. No emails. This way, the entire team of stakeholders on a project is all collaborating in one repository. Communications are accounted for and documented, there's no second guessing. We can use add ons for time tracking, and any number of custom fields for things like due date, project type, PO number, etc.
What do you dislike most about this product?
It's not always intuitive how to get around. Like any highly-encompassing product, I figure I only use 5% of what it's capable of doing. Plus the workflow isn't always fluid. It can take several clicks just to get back to my project queue that I need to work from. Finally, because we some of the third party add-ons, they don't always work, depending on the day.
What recommendations would you give to someone considering this product?
Make sure to get a demo. Hopefully you work with someone that is good at assessing your business and business needs, because it's impossible to "fully use" JIRA Atlassian. There's just too much to know. You need a sales rep that says "based on what I'm hearing, you need A, B and C. Here's what we've got, and how to use them."
Pros
- Enables Productivity
- Trustworthy
- Saves Time
- Includes Product Enhancements
Cons
- Slower Product Innovation
- Commodity Features
- Less Generous
Please tell us why you think this review should be flagged.
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Víctor P.
- Role: Information Technology
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Feb 2022
Great tool to get requests from the customers
Likeliness to Recommend
What differentiates Jira Service Management from other similar products?
I think, as all the Atlassian products, that it provides a great user experience and allows to easily segment the different requests.
What is your favorite aspect of this product?
The possibility to create a portal to segment the requests.
What do you dislike most about this product?
It gets a bit pricey when there's a lot of users.
What recommendations would you give to someone considering this product?
If you already have other Atlassian products, such as Jira or Confluence, and you need a tool to manage the requests from customers or internal users, definitely that's your tool.
Pros
- Continually Improving Product
- Reliable
- Enables Productivity
- Trustworthy
Please tell us why you think this review should be flagged.
Filip D.
- Role: Information Technology
- Industry: Banking
- Involvement: IT Development, Integration, and Administration
Submitted Feb 2022
Great, reliable, easy to use product.
Likeliness to Recommend
What differentiates Jira Service Management from other similar products?
It's the unique software with all the add ons you get everything you wish for all in one place.
What is your favorite aspect of this product?
That for this price you get an excellent product that satisfies all your employees
What do you dislike most about this product?
Nothing to dislike.
What recommendations would you give to someone considering this product?
Check out and compare all other products as JIRA doesnt have a competition.
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Trustworthy
Please tell us why you think this review should be flagged.
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