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

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

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

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

Development and bug tracking can be a very challenging job. But with Atlassian's Jira ticketing system tracking is very easy. Ticket can be assigned to a team/person and how long the ticket was assigned can be easily tracked. Individual team/person can be held accountable with this tool.

Inconvénients

Not sure if this is already there but based on the defined SLAs tickets that have crossed the SLA has to be notified to the assignee via email. This will be a reminder.

Avantages

1. Robust Ticket Management: JIRA Service Management offers a powerful ticket management system that allows you to organize, track, and prioritize tickets effectively. The interface is intuitive, making it easy to create, assign, and update tickets quickly and efficiently.2. Integration with Other Atlassian Products: If you're already using other Atlassian products like JIRA Software or Confluence, JIRA Service Management integrates seamlessly with them, creating a cohesive environment for your team to work in.3. Customizable Workflows: JIRA Service Management offers flexible and customizable workflows that allow you to automate your service operations, streamline processes, and improve team collaboration. You can define your own statuses, transitions, and actions, ensuring that your workflows match your service operations.4. Reporting and Analytics: JIRA Service Management provides detailed reporting and analytics that give you insights into your team's performance, customer satisfaction, and service metrics. You can create custom reports, set up dashboards, and track key performance indicators to help you make data-driven decisions.

Inconvénients

1. Steep Learning Curve: JIRA Service Management can be overwhelming for new users, especially those who are not familiar with other Atlassian products. It takes some time and effort to learn how to use the platform effectively.2. Limited Customer Portal Customization: While JIRA Service Management offers some customization options for the customer portal, the options are limited, and you may not be able to customize it to meet your specific branding and design requirements.3. Price: JIRA Service Management is a premium product, and the pricing may not be feasible for small businesses or startups.

Avantages

I love the ability to collaborate with development, product and design in one software so we can all see what each other is working on.

Inconvénients

Permissions can be not so obvious and confusing why some things show vs not.

Avantages

JIRA Service Management is an incredibly powerful and intuitive tool for streamlining service management processes. It offers an extensive variety of features and customization options to ensure that user needs are met. The user interface is modern and easy to navigate, and the workflow automation and reporting capabilities make it easy to track progress and ensure that tasks are completed on time.

Inconvénients

Though JIRA Service Management is incredibly powerful, it can be difficult to learn and navigate for users who are unfamiliar with it. Additionally, the cost of the software and the services can be prohibitive for some organizations.

Avantages

Pros: Customization: Jira is highly customizable, allowing you to create custom workflows, statuses, and transitions to match the specific needs of your team. This makes it easy to map out the development process and ensure that everyone is on the same page. Integration: Jira integrates seamlessly with other tools, including Bitbucket, GitHub, and Confluence, making it easier to manage projects and access relevant information in one place. Reporting and Dashboarding: Jira provides detailed reports and dashboards, helping you to track progress, identify areas for improvement, and make informed decisions. User-Friendly Interface: Jira has a clean and user-friendly interface that makes it simple to get started and use on a daily basis.

Inconvénients

Complexity: While Jira is highly customizable, this can also make it complex to set up and use, especially for those who are new to project management tools. Steep Learning Curve: Jira has a steep learning curve, and it may take some time to master all of its features and capabilities. Performance Issues: Jira can experience performance issues, especially when used by large teams or for complex projects. Cost: Jira can be expensive, especially for larger teams, and may not be the best option for smaller organizations or individuals.

Avantages

Product is not easy to use at the beginning but after the integration it's felt we are on the correct way.

Inconvénients

Our integration was easy. Some features should be develope

Alternatives envisagées 

monday.com

Pourquoi choisir JIRA Service Management 

previous software not enough to support our actual needs..

Pourquoi passer à JIRA Service Management

Jira has a a lot of source

Avantages

It's a robust platform that boosts IT Team's overall performance

Inconvénients

Notnative integration with channels such as slack; but there are amazing plugins out there to fulfill this need

Alternatives envisagées 

Legito et Juro

Avantages

I really enjoyed being able to jump into the tool without a lot of background, and understand the flow of tickets to our team. I also like the ease of communications with requesters, and its integration with our communications tools.

Inconvénients

We have a standard workflow company wide, so I do wish we were able to adjust a bit more, but overall I'm very happy.

Avantages

Jira offers great ticketing tracking offering users great support

Inconvénients

There are some features mising like the ability to add an object to the ticket

Avantages

--Great roadmap facilitation--Automatically routes tickets where they need to go

Inconvénients

--Customizable fields for report sections would be great--Deletion means forever

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.

Avantages

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.

Inconvénients

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.

Avantages

Estimating the team's velocity can be pretty accurate when the users fill in their Story Points and the time to completion. Cards also provide a lot of information, team members can collaborate in the comments section and the ability to create sub-tasks is a big plus.

Inconvénients

Jira can become overwhelming for newcomers, specially if there are no explicit policies on how to use it. Also, when marking tasks as Done, it feels the completion time fields are a bit redundant.

Avantages

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.

Inconvénients

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.

Avantages

User friendly, easy to learn, integrates well with Atlassian eco system, roles based access control, licensed based on service agents

Inconvénients

Dashboard and reporting gadgets can be improved further to provide better trend reports for the incidents, marketplace plugins can become overwhelming.

Alternatives envisagées 

ServiceNow

Logiciel antérieur 

Freshservice

Pourquoi passer à JIRA Service Management

Better pricing and Atlassian ecosystem

Avantages

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.

Inconvénients

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.

Alternatives envisagées 

Salesforce Service Cloud

Pourquoi passer à JIRA Service Management

Costs, features, configurability

Avantages

It is a software to improve productivity, very good for ticket management, project management, incident management, it is perfect for monitoring and with good functions to improve the productive capacities of the different departments.

Inconvénients

It is a product that the first users cannot use perfectly, but after a light training the user adapts perfectly, also the price is high but totally necessary, since the functions and the results are very good.

Avantages

JIRA Service Management is fantastic tool as it provides IT service management capabilities, allows businesses to manage IT incidents, problems, and changes. It helps to improve the efficiency and effectiveness of IT operations, reducing downtime and improving service quality. It offers customer support features, to track and manage customer requests and issues which reduces the workload on customer support teams. The amazing feature is, it also includes Agile project management capabilities, which allows businesses to manage projects using agile methodologies, as it increases project visibility, collaboration, and delivery speed.

Inconvénients

Jira Service Management can be slow to load and can sometimes experience performance issues.