Avis clients sur JIRA Service Management

Avantages

Associé a Confluence, avoir une FAQ est un jeu d'enfant. Et la possibilité de grossier le FAQ aussi.

Inconvénients

La différence entre un agent et un utilisateurs (hyperlien) a été difficile a gérer.

Avantages

la fonctionnalité qui a beaucoup d'impact est celle de la gestion des actifs et du parc informatique

Inconvénients

la façon d'intégrer les actifs sur jira et les automates sont un peu délicat

Avantages

La gestion de projets via Jira est très bien pensée, tout le monde peut suivre les étapes du projet et avoir une vision quotidienne de l’avancement des tâches. C’est vraiment très simple de planifier et orchestrer les projets !

Inconvénients

Beaucoup de notifications envoyées, un rapport quotidien peut suffire pour suivre les projets sur lesquels il n’y a pas d’action à effectuer.

Avantages

La gestion Des taches(bugs, stories...) de Jira est la meilleur

Inconvénients

Pas d'inconvénient pour moiImpeccable, rien a dire.

Avantages

JIRA Service Management est un outil salvateur pour les projets agiles, offrant un guichet unique pour tous les besoins de gestion de projet et informatique.

Inconvénients

L'un des inconvénients de JIRA Service Management est que les nouvelles modifications apportées aux pages HTML peuvent prendre un peu plus de temps à se charger lorsqu'elles sont transférées en production.

Avantages

Il intègre tous les types de modèles agiles les plus utilisés dans le cadre de la gestion des projets et il s'agence parfaitement avec slack et d'autres logiciels

Inconvénients

Pas disponible en offline et l 'interface peut parfois être déroutante

Avantages

Jira est un très bon outil de management de produit, simplicité et efficacité

Inconvénients

la partie dashboard et kpi, les filtres

Avantages

Jira permet de gérer facilement les tickets surtout avec les développeurs et de voir la progression du travail.

Inconvénients

Trop de fonctionnalités. Cela devient parfois difficile de s'assurer que toutes les équipes l'utilisent de la même façon.

Avantages

Le plus apprécié dans le logiciel JIRA est que c'est l'un des meilleurs solutions de gestion de projets. Il contient plusieurs fonctionnalités, par exemple le suivi des tâches ainsi que l'estimation de ces tâches. Aussi, la possibilité des employés à réclamer les heures de travaille sur une tâche, qu'on peut de même associer sur une des historiques.

Inconvénients

Le moins apprécié dans ce logiciel est le manque de tutoriels. L'interface de JIRA est un peu complexe, d'où la nécessité d'ajouter des demo ainsi que des informations supplémentaires pour obtenir d'aides.

Avantages

Suivi des deadlines, des projets, de tâches spécifique, les fonctionnalités sont vraiment variés et permettent de collaborer sans perdre le fil avec un système de tickets.

Inconvénients

Idéal s'il s'agit d'une collaboration complexe avec plusieurs parties prenantes, mais pas forcément nécessaire pour les petites équipes

Avantages

C'est un outil utilitaire pour des sessions de travail en équipe et de collaboration simple et facile à utiliser

Inconvénients

Aucun soucis majeur constaté. Fonctionne bien

Avantages

Les points forts de JIRA c'est la gestion de projet, la personnalisation, la collaboration, le reporting, l'intégration, l'automatisation et le support de Jira Service Management.

Inconvénients

Le coût élevé, la complexité qui demande des compétences pour la mise en place, l'interface utilisateur peu attrayante, la performance parfois lente et les limitations de personnalisation peuvent être considérés comme des points faibles de Jira Service Management.

Avantages

Outil très intuitif pour gérer des demandes auprès de développeurs grâce aux statuts d'évolution

Inconvénients

Si on crée une arborescence complexe, on peut rapidement se perdre

Avantages

The default settings for Jira Service Management allow you to maximize its potential right away, with nothing in the way of setup. It is possible to personalize it with a wide variety of settings so that it functions just how one would like it to.

Inconvénients

Because our SSO implementation needs it, in order for a user to sign into the customer portal, they will first need to sign into the parent Jira site.

Avantages

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 )

Inconvénients

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

Avantages

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.

Inconvénients

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.

Alternatives envisagées 

ServiceNow

Pourquoi passer à 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.

Avantages

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.

Inconvénients

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.

Alternatives envisagées 

Freshdesk et Zendesk Suite

Pourquoi choisir JIRA Service Management 

We outgrew spiceworks and required a real ticket system

Logiciel antérieur 

Spiceworks

Pourquoi passer à JIRA Service Management

Functionality was near identical it came down to price and the fact we already used Jira for our Dev enviroment.

Avantages

its workflow management - easy transition from one state to another .access management - restricting users from updating or configuring boards to avoid unintended confusions .bug tracking and user story creations - made my easy to track and progress in right direction .

Inconvénients

with my current usage of JIRA - nothing I dislike about JIRA - it does everything that I am asked to do .it

Avantages

- An array of available plugins for seamless synchronization- The comprehensive list of features proves invaluable for integrating teams of all sizes and facilitating project and task management.

Inconvénients

- The abundance of features can be overwhelming when trying to learn the entire suite. - Certain features like flags and notifications tend to overlap within certain workflows, resulting in some redundancy.

Avantages

What i like most is the engagement that it have with ITIL practices

Inconvénients

What i like least is the learning curve, little bit harder than other ITSM solutions.

Avantages

- Very easy to categorise service requests- Easy to prioritise the service requests- Easy to track and manage service requests- Efficient way to raise and get resolution of the service requests- Great and customizable workflow

Inconvénients

This tool offers a great set of features and one can easily be overwhelmed with so many features. Though Atlassian has published great documentation, learning from the documentation to use is time-consuming. Atlassian should launch a series of bitesize videos demonstrating how to use it for specific use cases.

Avantages

The interface is intuitive which is critical when using Jira across an organization. Team members with varying levels of tech-savvy are able to navigate tickets and collaborate.

Inconvénients

Setting up the workflow design is a little overwhelming for a novice user. With so many options, figuring out the right path for your needs can be a little daunting.

Avantages

Tool which is very helpful for project management (agile project). Everyone can see the steps of the project, the task... (We can see the estimation of time by task, the deadlines...)

Inconvénients

We have to test ourself to understand Jira, We don't have a lot of demo... available for all functionalities

Avantages

Jira Service Desk was very easy to get started with. You could literally sign up for it and begin using it within an hour. Ticketing system is very customizable and powerful. Customers can be added in bulk and customers can sign up for entering issues. We were able to create different projects (or service queues) so that customers could send requests for IT help, or administrative help, or help with projects. Each such project/queue had different fields. Metrics are all built into the software, so we can know how often Service Level Agreements were breached, who breached them etc. The sheer amount of customizability is a joy. However, without discipline and thoughtfulness, it is very easy to customize it the wrong way.

Inconvénients

We feel that the price point could be lower and the speed could be a little faster. Atlassian has made improvements with speed. If a company had 5 people manning different queues and the issue volume is low, the cost would be ~1500/year for those 5 users. So, it would may not be cost effective for a small company that is watching their costs closely. We also felt that a Wiki is not built in. So, if a common solution needs to documented that spans multiple tickets, there's no way to do so. We could buy Confluence from Atlassian for an additional cost.

Alternatives envisagées 

Trello, Basecamp et Asana

Pourquoi choisir JIRA Service Management 

Our previous solution was built on SharePoint. It was slow. Very slow. We had workflows that drove communication after an issue was entered. Workflows would break often with hard-to-understand errors and debugging them was difficult. We had to build all the reports surrounding data we collected from SharePoint. Most reporting surrounding SharePoint were manual. We spent more time debugging issues with SharePoint than the time we spent on the most demanding customer. Something had to change. We tested Jira Service Desk one day and within hours our customers were using it. There was a day and night difference between the two systems and customers were happy. Built in reports were excellent.

Logiciel antérieur 

Microsoft SharePoint

Pourquoi passer à JIRA Service Management

Asana has been working on improving the speed of their software. Their slowness has been well documented on various sites. Even their own team acknowledged and worked hard. We were not just read to jump into Asana due to the slowness. Trello was great - fast and easy to use. Reporting was missing. Pivotal Tracker felt like it was well suited for dev work and was comparable more to Jira Software. Basecamp felt like it was well suited for project work. Jira Service Desk fit the bill for IT help desk, admin help desk etc.

Avantages

I find the UI of Jira Service Desk very clean and modern compared to other service desks software on the market. Included with the service desk is a customisable user-facing portal for users to raise tickets in, which proved very popular with staff when raising tickets alongside traditional email tickets. Due to the way Jira splits service desks into different projects, we were able to create service desks for other departments in the organisation which helped improve productivity and workflow. There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!). We found the default setup of Jira Service Desk fit our needs very well, but it is very easy to customise ticket workflows and other features to suit more complex needs.

Inconvénients

For a service desk technician using Jira Service Desk the back-end UI for managing tickets can be a little overwhelming, however this can be fixed by editing the default workflows for tickets to hide not required information and details. The administration settings are somewhat unintuitively set out for system administrators, but once you get to grips with the layout it becomes easy enough to find what you need from the settings page. We found the instructions on the Atlassian website for setting up an external redirect with a custom URL in IIS a little sparse on detail, but a quick trip to the Atlassian forums cleared up any queries we had with the process.

Alternatives envisagées 

Freshdesk et Zendesk Suite

Pourquoi choisir JIRA Service Management 

We switched as part of a service contract change which meant our Kaseya service desk which was provided by our MSP was no longer an option. Instead we decided to look at alternative service desk software that could be used for our needs, and as we were at the time considering implementing both OpsGenie and Confluence (which are also Atlassian products) we decided to remain in the Atlassian ecosystem and choose Jira Service Desk.

Pourquoi passer à JIRA Service Management

We chose Jira Service Desk as it was one of the few with a pricing model that worked for us; being a non-profit organisation, their free licencing for non-profits was a huge selling point to us. This was coupled with the fact we were at the time considering implementing both OpsGenie and Confluence (which are also Atlassian products) so we felt staying within the Atlassian ecosystem would prove beneficial.