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JIRA Service Management Erfahrungen

Über JIRA Service Management

JIRA Service Desk ist eine neue Service-Management-Software, die IT- und Business-Teams tatsächlich gerne benutzen.

Erfahre mehr über JIRA Service Management

Vorteile:

Offers a wide variety of customization options making it easy to tailor to multiple business needs. Dashboard shows you what cases you have open and the stages the cases are in.

Nachteile:

Custom domains, multiple email handing, enhanced portal customization, the basics... all missing.

Bewertungen zu JIRA Service Management

Durchschnittliche Bewertung

Benutzerfreundlichkeit
4.2
Kundenservice
4.3
Funktionen
4.5
Preis-Leistungs-Verhältnis
4.3

Weiterempfehlungsquote

8.5/10

JIRA Service Management hat eine Gesamtbewertung von 4.5 von 5 Sternen basierend auf 665 Nutzerbewertungen auf Capterra.

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Nutzerbewertungen filtern (665)

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Informationsdienst, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Hands down - das beste IT Projektmanagement Tool

5.0 vor 11 Monaten

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

Johannes
IT Consultant in Deutschland
Informationstechnologie & -dienste, 501–1’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Kompliziert und leider Industriestandard

4.0 letztes Jahr

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.

Jakob
Manager in Deutschland
Finanzdienstleistungen, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Hilft uns die Tickets unserer Kunden zu verwalten

5.0 vor 11 Monaten

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

Sascha
Service Engineer in Deutschland
Informationstechnologie & -dienste, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Jire Sercive Managment Allroundtool für Helpdesk

5.0 vor 6 Monaten

Vorteile:

Es ist sehr übersichtlich, auch wenn man bisher keine Erfahrungen hatte, sind die Funktionen schnell gelernt und erklären sich fast von alleine.

Patrick
BI-Developer in Deutschland
Informationsdienst, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Kenne kein vergleichbares Tool am Markt

5.0 letztes Jahr

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.

Jasmin
Projektmanager in Deutschland
Informationstechnologie & -dienste, 51–200 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

Auf den ersten Blick einfach

5.0 letztes Jahr

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.

Dawit
Dawit
IT Administrator in Australien
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Effortless Collaboration and Task Management: A Closer Look at JIRA Service Management

5.0 vor 11 Monaten

Kommentare: My overall experience with JIRA Service Management has been exceptional. The platform has revolutionized our incident management process and significantly improved collaboration among team members

Vorteile:

One of the aspects I liked most about Jira Service Management was its exceptional incident resolution efficiency. The platform truly excels in streamlining the incident management process, enabling our team to respond swiftly and effectively to any issues that ariseWith Jira Service Management, we were able to create a centralized incident ticketing system that provided complete visibility into ongoing incidentsThe automation capabilities of Jira Service Management were a game-changer. We were able to set up predefined workflows and triggers, ensuring that incidents were routed to the appropriate teams and escalated as needed

Nachteile:

While Jira Service Management offers a plethora of robust features, one area that I felt could benefit from improvement was its reporting capabilities. Although the platform provides basic reporting functionalities, there are certain areas where additional enhancements would be valuable

Lillian
Lillian
Human Resources Generalist in USA
Verifizierter Nutzer auf LinkedIn
Krankenhausversorgung & Gesundheitswesen, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

We track incoming work with Jira Service Management

4.0 vor 9 Monaten

Kommentare: I prefer Jira Service Management because it is very similar to Jira software; If you are familiar with Jira software, you will have no problem using this one. Concise but effective.

Vorteile:

First of all, Jira allows us to manage customer support requests in an organized way. They can be tailored to individual squads and relatively easily monitored. All relevant details can be stored in one location in a Jira request. Jira is an easy-to-use tool and request tracker for teams, with features including customizable dashboards, access permissions, and time/effort monitoring.

Nachteile:

Inadequate translation of Jira Service Management into other languages is one of its biggest drawbacks, as it results in an unnatural hybrid between English and the selected language.

Mohammed
IT Specialist in USA
Immobilien, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Jira Service Desk Management

4.0 vor 2 Monaten Neu

Kommentare: Overall I have been using Jira Service Mangement for 6 years and I love finding about new features and integrations.

Vorteile:

I like the analytics and incident management part of the Jira service desk management and of course the ease of locating tickets and updating them.

Nachteile:

I feel like JQL is necessary for important searches which not everyone has experience with.

Nick
Nick
Senior Product Manager in USA
Verifizierter Nutzer auf LinkedIn
Finanzdienstleistungen, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Great for Smaller Businesses, not for the Large Enterprise

3.0 vor 2 Jahren

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.

Boris
CEO in Tschechien
Internet, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Top of the market

5.0 letzten Monat Neu

Kommentare: Overall, Jira has many integrations and way tu automate in-house processes. Second to none.

Vorteile:

Jira is standard of IT industry for managing effective development and connecting it to other teams in the company.

Nachteile:

Jira can be sometimes complicated which is expected considering the amount of feature it needs to handle complex business processes.

In Betracht gezogene Alternativen: monday.com und Asana

Gründe für den Wechsel zu JIRA Service Management: More features required for effective development.

Benson
IT Manager in USA
Informationstechnologie & -dienste, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Reliable Ticket Management Solution

5.0 vor 2 Monaten Neu

Kommentare: JIRA Service provides the right communication, and it develops appropriate conversations for companies.

Vorteile:

The program helps develop the right communication procedures, and this helps in ticket management

Nachteile:

JIRA Service gives the right communication, and nothing that limits its efficiency.

XUAN MAI
Product Manager in Deutschland
Finanzdienstleistungen, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Very satisfied overall, however there is still room for improvement

5.0 vor 2 Wochen Neu

Kommentare: Overall I'm pretty satisfied with JIRA service management, except for some missing functionalities as described above

Vorteile:

The ticketing system is very easy to use and intuitive.

Nachteile:

While it is very easy to write the description for a ticket and edit it later, it is also highly error prone because anyone could just accidentally click on the description area and accidentally change something in there. However, there's no built-in tool to revert the accidental changes.

Mark Joseph
Customer Support in Singapur
Outsourcing/Offshoring, 1’001–5’000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

JIRA Service Management Review

5.0 vor 2 Wochen Neu

Kommentare: Overall, usage of this tool helps a lot for task managment.

Vorteile:

What I like the most about Jira is the management of tasks. You can monitor real-time the tasks assigned to you and work on them.

Nachteile:

When you have lots of tasks it can be overwhelming to look but priority system can help manage and organize the tasks that was created.

Ayomikun
Lead Technical Support Engineer in Kanada
Informationstechnologie & -dienste, 1’001–5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Jira Service Management

4.0 letzten Monat Neu

Vorteile:

Good tool for managing task progress in a project

Nachteile:

There's a learning curve associated with using Jira service management.

Alper
Analyst II in Türkei
Informationstechnologie & -dienste, 5’001–10’000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Jira service mamagent is useful for me

5.0 vor 2 Monaten Neu

Kommentare: My total idea is the Best choice for ticket management

Vorteile:

Usage and crearimg tickets are so easy and have good interface

Nachteile:

I do not have something bad for jira management

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Unterhaltung, 501–1’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Powerful and Capable, but easy to over complicate things

5.0 vor 4 Jahren

Kommentare: Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn

Vorteile:

Its flexibility. It's a simple statement, I agree, and you're probably reading this wondering why I'm being so vague. But JIRA software is a bit hard to summarize simply because it's just so flexible. There's no "correct" way to use it. It's rest API is pretty powerful too and very easy to extend Jira to "integrate" with 3rd party applications that doesn't have an official Jira integration.

Nachteile:

Creating workflows can easily become very confusing and you can easily break how your projects in Jira work if you aren't careful. With every Jira production license you also get a free dev license so that you can set up an isolated dev/staging environment. This is invaluable and highly recommended. The downside is that there is no easy way to migrate any of your changes from dev to production. But there are 3rd party plugins for that.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Bankwesen, 501–1’000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Great Service Desk for Human Resources

5.0 vor 4 Jahren

Kommentare: Jira has transformed our 12-person HR department. We can now easily track incoming requests, are not reliant on email for communication, can create canned responses for consistency and efficiency, and we have the ability to operate 100% paperlessly.

Vorteile:

Jira is extremely customizable, scalable, and easy to implement when compared with other SD platforms. Out of the box, it can be used as a tool to track incoming requests, however, paired with the thousands of compatible plugins, it is unparalleled. Jira SD has allowed our HR team to take our daily operations to the next level, transitioning antiquated, clunky paper processes into a 100% paperless experience.

Nachteile:

My only complaint is when custom fields are added, you have to update every field configuration you have, individually. This is extremely time-consuming when adding multiple custom fields in an effort to create "forms" within Jira.

In Betracht gezogene Alternativen: ManageEngine ServiceDesk Plus

Gründe für den Wechsel zu JIRA Service Management: Cost, ease of implementation, customization and scalability

Craig
DevOps Engineer in UK
Pharmazeutika, 501–1’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Jira Service Management Make Life Easy, But At A Cost

5.0 letztes Jahr

Kommentare: Jira has made everything easy and integrates with almost everything.

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.

Jack
Software Support Specialist in USA
Computer-Software, 51–200 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

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

4.0 vor 6 Jahren

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.

Kristian
Software Developer in Bulgarien
Programmentwicklung, Selbstständig
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

The best project management tool on the market

5.0 letztes Jahr

Kommentare: 10/10

Vorteile:

Flexible and customizable: Jira is highly customizable, allowing users to adapt it to their specific workflows and processes. This makes it a great tool for teams with different needs.Great for agile teams: Jira is well-suited for agile methodologies, such as Scrum and Kanban. It provides features like sprints, backlogs, and boards that can help teams manage their work more efficiently.Integration with other tools: Jira can be integrated with a variety of other tools, including GitHub, Slack, and Confluence. This makes it easier for teams to collaborate and share information.Powerful reporting and analytics: Jira provides powerful reporting and analytics features that can help teams track their progress and identify areas for improvement.Large user community: Jira has a large user community, which means that there are plenty of resources available for users who need help or want to learn more about the tool.

Nachteile:

Flexible and customizable: Jira is highly customizable, allowing users to adapt it to their specific workflows and processes. This makes it a great tool for teams with different needs.Great for agile teams: Jira is well-suited for agile methodologies, such as Scrum and Kanban. It provides features like sprints, backlogs, and boards that can help teams manage their work more efficiently.Integration with other tools: Jira can be integrated with a variety of other tools, including GitHub, Slack, and Confluence. This makes it easier for teams to collaborate and share information.Powerful reporting and analytics: Jira provides powerful reporting and analytics features that can help teams track their progress and identify areas for improvement.Large user community: Jira has a large user community, which means that there are plenty of resources available for users who need help or want to learn more about the tool.

Amr
Amr
Senior Scrum Master in Ägypten
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Jira is The Best Project Management tool

5.0 letztes Jahr

Kommentare: A powerful tool for service management and ticket tracking that has made a difference in my work. It has many values. JIRA Service Management is generally seen as a powerful tool for service management and ticket tracking, with many features, including customization options, automation capabilities, and detailed reporting and analytics. It can also be integrated with other Atlassian tools like Confluence to provide a comprehensive project management and service management solution. Jira is my first recommendation to anyone looking for an efficient solution for their service management needs.

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.

Gábor
IT Business Analyst in Ungarn
Software für die Automobilindustrie, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Jira, one of the best ticketing tools

5.0 vor 2 Jahren

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.

Marek
CEO in Polen
Finanzdienstleistungen, 11–50 Mitarbeiter
Verwendete die Software für: Kostenlose Testversion
Herkunft der Bewertung

JIRA Service Management Review

4.0 vor 12 Monaten

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.

Niall
Head of Information Systems in Irland
Informationstechnologie & -dienste, 1’001–5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

A good option for Service Desks but check your requirements carefully

4.0 vor 2 Jahren

Kommentare: A stable, performant platform for customer support is critical and JIRA Service Management has delivered that.

Vorteile:

Easy to set up and deploy, configuration is relatively easy, the platform is stable and performant. There is a good 3rd party marketplace for additional apps that can be installed. Security options like SSO are available. Customer Support is responsive and knowledgeable.

Nachteile:

Reporting on SLAs is poor, overall reporting is ok but could be better. Costs ramp up significantly as Atlassian Access is required if you want SSO, this is an addtional charge per user. The pricing is done on a per user tier level e.g. 101-200 users is a price so you have to pay for 200 user accounts even if you only have 101 actual users.

In Betracht gezogene Alternativen: Salesforce Service Cloud

Gründe für den Wechsel zu JIRA Service Management: Costs, features, configurability