JIRA Service Management Erfahrungen

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.

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.

Gängiges und intuitives Tool. Kenne kein vergleichbares am Markt.

Ich finde es sehr intuitiv zu nutzen und hatte auch ohne Schulung keine Probleme im Umgang.

Man ist schnell fertig mit dem Setup und kann direkt loslegen. Die Tickets werden übersichtlich aufgelistet.

Wenn man komplexere Zusammenhänge erfassen will, offenbaren sich einige Tücken des Programms.

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.

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.

Appreciate the platform's flexibility, customization options, and advanced reporting and analytics capabilities. The software allows users to customize workflows, set up automated notifications and alerts, and create customized reports and dashboards, which can help to improve productivity and efficiency. Additionally, the platform integrates seamlessly with other Atlassian products and third-party tools, providing users with a comprehensive solution for IT service management.

The pricing structure to be relatively expensive, especially for smaller organizations or businesses with limited budgets. Finally, while the platform's reporting and analytics capabilities are robust, some users might find that the reporting interface could be more intuitive or user-friendly.

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).

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

JIRA Service Management is a game-changer for ITSM. The platform is so user-friendly and easy to navigate, even for those who are new to ITSM. The self-service portal is a huge plus, allowing teams to quickly find the information they need without having to wait for assistance. Workflows are streamlined, and automation rules make life so much easier. The open collaborative platform is also a huge advantage, allowing teams to coordinate their efforts with ease.

The only downside I've encountered so far is that some of the more advanced features can be difficult to understand and set up at first. However, the support team is always available to assist, so it's not a huge issue.

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

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

User-friendly interface for easy navigationCustomizable workflows to match the specific needs of a team or organizationStrong integration capabilities with other tools and systemsRobust reporting and analytics features for tracking performance and progressEfficient management of incidents, requests, and other support tickets

The steep learning curve for users who are not familiar with JIRALimited customization options for the visual appearance of the interfaceThe complicated setup process for some advanced featuresIt can be slow to load when managing large amounts of dataPrice may be a barrier for small teams or businesses with limited budgets.

Great configurability. Advanced users can configure jira exactly for their own needs. The system collects and aggregates a lot of data from various sources.

It takes a lot of time to master the tool. Configuration of accesses and views is a task for an experienced user. And with a possible configuration error, it may take some time to catch it.

JIRA offers a host of features which helps me in prioritising workflow and keep track of the various user stories, tasks, issues etc. during each sprint. It is highly configurable and adaptable to a wide range of use cases.

Firstly it is not very straightforward and requires considerable training to be provided for users who are new to this tool. Secondly, JIRA license cost can be expensive for organisations having budget constraints.

It allows you to follow up on assigned tickets and document the steps taken to resolve them, as well as their approvals by superiors. It is easy to use and integrate.

They make a lot of view changes on a constant basis.

- Easily manage & create client project and report- Assign issue & bug to dedicate user for that task.- Manage SLA for IT ticket & get email Alert when SLA bridge- Easily Tracking issue, task management, reports & workflow- Integrate with any third party software- Automate route ticket

- It's very expensive license version- If we delete ticket then we can't recover.- Sometime very difficult to use

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.

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.

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.

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.

JIRA Service Managment is have lots of customization capability & also ready made template is also good. Ready made report is good but for accurate details need more tuning to the reports or create own customize report.

When reporting things come in picture that require customization. Also standard ticket type is not good enought for day to day use. So to configure all these need require experience user or consultant to understand your need & configure it.

Scalability.
Flexibility to be tailored to particular organizational needs.
Very rich in terms of features.

Setup can be made a bit simpler.
Could use more ready 'templates' that can be used to quickly roll out the product for production.

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.

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.

- High Control
- Wide choices of features
- Confluence Integration
- Very rich suite of addons on premise version...

- ...which requires extra costs
- Some features are too basic and pretty much requires addons
- Learning Curve for admin requires effort

Integration was fairly easy, we use Service Management alongside Confluence, BitBucket, and Jira Software and having it integrate with our Confluence Knowledgebase is really helpful. The automation options are also extremely useful when new tickets are created.

Jira Service Management isn't the cheapest piece of software to use, third party integrations can be a bit unreliable, having to pay additional subscription fees for third party integrations isn't great.

When you use this application as an addition to JIRA, it is a great tandem. I adviced my company to use Service Desk when we were discussing how to receive bugs and ad-hoc requests. We are using this application fro several years and we do not think about changing it.

The only bad point that I can mention about Service Desk is its price. A lot of clients I worked with complained about it. They manage really carefully the number of users that are Agents (users you actually pay for), and get really upset if they were not carefull enough and their bill was higher then they expected.

1) We mainly used this tool to plan our tasks for the projects we were working on.2) Creating Sprint Cycles and assigning tickets for each issue is very convenient using JIRA3) We can see the progress made by the ticket owner in the ticket description.4) There is a very brief and concise Audit history which we can track to see how the ticket status has changed5) I like the customization feature for each team and each product. We can choose what statuses and workflow our ticket should go through and select and arrange them very quickly.6) We can even link the BitBucket repo link and confluence link with our JIRA ticket, which is very handy for developers.

It can be sometimes overwhelming for newcomers, especially when one is not that familiar with JIRA and its terminologies, and it does have its learning curve.

It's the best tool for project management I have worked with. It's best at tracking progress of user stories and tasks, but works well also as a ticketing system and time tracking application. It is easy to track multiple projects at once thank to a possibility to create dashboards and groups for each of them. It can also be integrated with confluence in order implement an integrated knowledge base.

The text editor could be improved, as well as some features could be implemented to make the user stories and filtering management a bit more user-friendly and provide better user experience.

We've been using Jira Service Desk for several years within our Technology team. I think this tool has all the right features when it comes to managing the day-to-day as an engineer. You can utilize the Agile Design Methodology and manager sprints really easily. In terms of ticketing for customers, that's a different story.

Jira Ticketing is a bit of a nightmare to build and run. Our use case was to replace Zendesk with it, and to be honest, it doesn't have the best features to act as a ticketing software for your customer base. Some features are really too basic or even missing from the instance which means you have to customize a lot and if you are not experienced in it, it can be daunting. There is little customization available in terms of how it is presented to customers so branding is extremely basic.

It was relatively easy to set up and get going with a few hours of work.
It comes with a wealth of templates that help you get started quickly and easily.

The setup interface is clunky and unintuitive at times, for all the benefits of being a part of the Atlassian environment, it suffers from the same complicated nuisances you encounter while setting up new issue types and fields, that, unless you're an expert you'll have a somewhat bumpy ride.