JIRA Service Management

Strumento giornaliero per segnalazione di issue

Commenti: Nel complesso mi è piaciuta molto e la consiglierei a qualsiasi a altra azienda

Aspetti positivi:

Mi piace l’interfaccia grafica molto intuitiva che semplifica l’utilizzo della numerosità di strumenti messi a disposizione.

Aspetti negativi:

Il suo prezzo. DOrebbe essere più accessibile alle medie e piccole imprese con una tariffa più agevolata

Un'ecosistema completo

Aspetti positivi:

Jira è molto completo e una delle cose più belle è l'integrazione con tutto l'ecosistema Atlassian, inserire ticket direttamente come task nella gestione del progetto per i programmatori, è una delle cose più utili

Aspetti negativi:

Se il numero degli utilizzatori aumenta... il prezzo lievita

From the Trusted Atlassian

Commenti: In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs it up, its family of related apps and, the current integrations with existing third-party apps out there. Jira SD is well worth trying out.

Aspetti positivi:

From the same company of my favorite and trusted apps like Trello and Jira... We then gave Jira Service Desk a try. The user interface has a modern look and feel and is intuitive enough even for a novice user or admin. It has a pretty standard set of tools to run your usual IT Helpdesk and Support roles straight out of the box (Incident management, Problem, Change, SLA management, etc.). In fact, you can set up your helpdesk well within an hour (of course not counting the per company nitty-gritty). Default setup works, but it's also super customizable based on your company needs. The Dashboard has all the at-a-glance metrics, statistics and graphs to keep you up to speed with the overall status. Again, coming from Atlassian, it has a ton of possibilities in terms of integration with other apps. I feel the constant stream of dev improvements and updates.

Aspetti negativi:

Even though I mentioned that the third party apps can be easily integrable, we find the documentation for creating one's own integration apps a bit lacking. Also, the creation of tickets can be more streamlined or simplified (perhaps with the minimum number of fields and button clicks) to make it easier or faster to create and then further details can follow.

Does the job, but not fun to use

Commenti: We are a software-as-a-service company, that offers 24/7 support for our software-based products with very strict SLAs.
Some of the issues need to be escalated to different support tiers and sometimes to engineering or product teams.

Aspetti positivi:

- Integration with other Atlassian products like Jira Software - Custom fields that let you customize the requests

Aspetti negativi:

- Automation is very basic - Sometimes difficult to use - Expensive, we try to reduce the number of users using it

Alternative considerate: Freshdesk e Zendesk Suite

Perché passare a JIRA Service Management: We were already using JIRA software and having a seamless integration between customer requests and engineering work was vital for us

Great for Smaller Businesses, not for the Large Enterprise

Aspetti positivi:

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.

Aspetti negativi:

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.

Alternative considerate: ServiceNow

Perché passare a 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.