Opiniones de JIRA Service Management

Gestionar estado de tareas y dedicación fácilmente

Puntos a favor:

Permite realizar el seguimiento de los desarrollos, soportes, incidencias de manera sencilla.Permite gestionar el tiempo dedicado a cada tarea por cada integrante del equipo.Permite visualizar estadísticas relativas a cada una de las tareas que están en espera, en curso o finalizadas y comprobar si la cantidad de horas dedicadas es la correcta.

Contras:

Tiene mucha funcionalidad lo cuál es bueno, pero en ocasiones puede ser difícil encontrar lo que estás buscando.

El mejor gestor de incidencias

Comentarios: Es mi gestor del día a día para mi y para mis clientes. Dependo de el día a día para poder gestionar incidencias de diversos tipos y poder mantener mi trabajo al día y mis tareas sin terminar como pendientes.

Puntos a favor:

El orden. El hecho de poder seccionar las incidencias por departamentos y a su vez poderlas redirigir a un personal en especifico.

Contras:

Su sistema de notificaciones da la sensación de ser bastante indiferente, creo que las notificaciones deberían ser mucho mas personalizables, no considero que sea un aspecto que no me guste, sino un aspecto en el que se puede mejorar muchísimo.

Jira ITSM - Solución de Tickets

Puntos a favor:

Software ya configurado para la creación y seguimiento de tickets de forma amigable y no tan estricta como otros productos de la competencia. Puedes programar las acciones y la forma de trabajar de una forma autónoma , sin ser necesarios personal muy experto en la herramienta. Esta herramienta es para uso profesional. El portal de administración y de los usuarios puede ser diferente.

Contras:

Le falta poder desarrollar más opciones configurables para los administradores y usuarios. Hay limitaciones en los frontends gráficos, sobre todo en el portal para el usuario final. Se necesitaría poder realizar más configuraciones para dotar de más flexibilidad a la solución.

JIRA una solución completa con infinidades de funcionalidades

Puntos a favor:

Posee muchos módulos que se complementan entre sí, como Confluence para la gestión de Conocimientos.

Contras:

La segmentación de permisos es demasiado granular, haciendo realmente complejo el proceso de ABM.

Gestión profesional de proyectos

Comentarios: En general la experiencia con Jira es buena, una vez que consigues configurarlo para que se adapte a tus necesidades y gracias a todas las opciones de visualización puedes tener mucha información muy útil para gestionar de forma óptima los proyectos.

Puntos a favor:

Jira te permite poder gestionar todas las tareas e incidencias de un proyecto, así como visualizar todo el flujo por el que pasa cualquier tarea hasta que es realizada y así poder tener un seguimiento global del proyecto. Tiene muchas opciones de personalización de la interfaz para poder visualizar cualquier tipo de métrica.

Contras:

La curva de aprendizaje es alta, ya que la herramienta cuenta con numerosas funcionalidades y el usuario que nunca la ha usado necesita un tiempo para familiarizarse.

Jira: La mejor manera de administrar y optimizar proyectos en TI.

Comentarios: En general mi experiencia con Jira Service Management ha sido muy positiva, ya que me ha permitido avanzar a traves de los proyectos en que he participado de manera agil y ordenada, entregando incrementos de valor.

Puntos a favor:

Lo que mas gusta es toda la versatilidad de herramientas que posee y su facilidad de uso.

Contras:

Creo que seria bueno una versión de escritorio con igual de herramientas.

Excelente para equipos asincronos

Puntos a favor:

Me ha gustado la facilidad para trabajar con tíquets, es ágil para asignar las peticiones entre el equipo. Además como tiene estados puedes revisar si una petición ya se ha empezado a tratar. En el apartado de notas se puede dejar toda la información necesaria para consultarlo más adelante.

Contras:

A veces se queda un poco pillado pero por suerte no suele ser la normal y se trabaja bien

Excelente ayuda en el trabajo diario, con ticket de atención y rápida gestión.

Comentarios: Me gusta, soluciona todas las solicitudes necesarias del equipo de trabajo que a diario son varias.

Puntos a favor:

Es un producto facil de utilizar, la gestión es de rápida respuesta, muy amigable y de grata presentación.

Contras:

Creo que aportaría información del tiempo que le resta a la gestión solicitada para estar lista, como una flecha de tiempo, o algo por el estilo.

Control de incidencias

Puntos a favor:

Es muy facil tener un control de las incidencias con esta herramientas.

Contras:

El flujo de trabajo hay veces que es un poco lioso , ya que tienes diferentes estados para ver quien tiene o como se encuentra la incidencia.

Automatización de procesos

Puntos a favor:

Tiene muchos puntos a favor como una gestión completa de tickets, automatización de procesos, colaboración efectiva, portal de autoservicio, informes y análisis, entre otros, dando una mayor eficiencia, satisfacción del cliente y mejora continua en la prestación de servicios de soporte técnico.

Contras:

Si eres nuevo con este software, vas a tener un poco de complicaciones , por ende necesita cierta capacitación para poder adquirir conocimientos técnicos y poder personalizar tu sistema. No tiene una versión gratuita, por ende su costo puede ser elevado.

Testings

Comentarios: Al realizar los testing se podian encontrar todos los escenarios para un determinado grupo de empleados, de manera facil y de igual forma se puede ir actualizando el estado de las pruebas y poner detalles de alguna prueba que no haya podido completado.

Puntos a favor:

Se puede utilizar para testings de algun proceso nuevo y llevar de manera ordenada los resultados de estos testing que realizar todos los empleados participantes.

Contras:

Es muy amplio y se puede utilizar para diferentes funciones, no solo para pruebas o testings

Gran herramienta para manejo de gestión de service desk

Puntos a favor:

Usamos JIRA SM para el sistema de tickets de nuestra empresa. La plataforma nos ayuda mucho tanto a los equipos de IT para realizar seguimiento de lo que les concierne, incidencias, administración de inventario, etc.

Contras:

Con el tiempo de uso de Jira no tengo ningún inconveniente encontrado

Jira

Puntos a favor:

Asignación de tickets a la persona idónea

Contras:

Cierre y reapertura en los tickets. Proceso mejorable

Se ha convertido en imprescindible

Puntos a favor:

Es algo basico para mejorar la comunicación en la empresa, escalar incidencias y solucionarlas

Contras:

Se puede mejorar la interfaz de la aplicacion para que sea mas sencilla e intuitiva

Gran herramienta para manejo de tickets

Puntos a favor:

Es facil e intuitivo y permite trabajar en equipo

Contras:

Es un poco complejo al principio pero luego va mejor

De las mejores herramientas de la gestión ágil de equipos

Comentarios: De las mejores opciones para la gestión de proyecto y reducción de tiempos en la gestión de trabajo

Puntos a favor:

Optimiza mucho los flujos de trabajo además de servir en la autogestión de servicios.

Contras:

Uno puede perderse en las opciones de los servicios

Muy bien aplicativo de seguimiento

Comentarios: Muy buena experiencia.

Puntos a favor:

Es una excelente herramienta de seguimiento, muy intuitiva.

Contras:

Puede llegar a ser bastante costosa, por todo lo que ofrece.

Probably the top program for managing projects

Comentarios: Jira is a sophisticated and flexible project management solution with a wide range of applications. Jira's strengths lie in the depth of its task management features, the breadth of its integrations, and the depth of its reporting and analytics tools, all of which contribute to the program's capacity to help you better understand your projects and teams.

Puntos a favor:

To accommodate the fact that various people have different ways of doing things, this user interface may be easily altered to fit individual needs. Jira makes it simple and quick to design and implement unique workflows and rules. One way to break down large projects into manageable chunks is to keep everyone in the loop on how things are shaping up.

Contras:

Jira's flexibility allows for personalization, but more in-depth modifications may call for specialized skillsets.Performance difficulties: Some users may have performance issues, especially when working with larger projects or those that include complicated procedures.

Expert service management system

Comentarios: I mainly use it for task management on small projects, but I plan to gradually expand the scope of use as I get used to the operation and screen environment. Since it can be used in a wide range, it is recommended that I use it for task management and workflow for small-scale projects with a small number of people to get a feel for its operation. Sharing issues with project members in other companies or remote locations is possible. You can discuss and work on a common visualized platform, such as managing work progress and solving problems.

Puntos a favor:

It is a slightly different tool from the so-called general ITSM system (or service). Operation and maintenance (though not limited to) tend to be individualized. Still, JIRA caters to tasks and support on a "role" basis, so sharing knowledge using OJT is possible, depending on ingenuity.

Contras:

It may be a problem due to the multifunction, but I think the problem is that the screen is a bit hard to see. (The problem may be solved by changing the layout of frequently used functions, but I haven't used it much yet, so I think it will be a problem that will be solved as I use it).

Great for Smaller Businesses, not for the Large Enterprise

Puntos a favor:

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.

Contras:

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.

Jira is The Best Project Management tool

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

Jira Service Management: A Robust IT Service Management Solution

Comentarios: Jira Service Management is a robust IT service management solution designed to streamline IT processes and improve service delivery. Its customizable workflows, seamless integration with other Atlassian tools, and extensibility through Marketplace apps make it an attractive option for organizations seeking a comprehensive ITSM solution. However, the platform's learning curve and potential performance issues may present challenges for some users. Overall, Jira Service Management is a valuable tool for businesses looking to optimize their IT service management and enhance collaboration across teams.

Puntos a favor:

Streamlined ticketing system: Jira Service Management's intuitive ticketing system enables efficient handling of incidents, problems, and service requests, improving IT service delivery.Customizable workflows: The platform offers the flexibility to create and modify workflows tailored to specific IT processes, ensuring a seamless alignment with organizational requirements.Integration with other Atlassian tools: Jira Service Management integrates seamlessly with other Atlassian products, such as Confluence and Bitbucket, providing a unified ecosystem for project management and collaboration.Extensibility with Marketplace apps: The Atlassian Marketplace offers a wide range of apps and add-ons to enhance Jira Service Management's functionality and cater to specific business needs.

Contras:

Learning curve: Some users may find Jira Service Management's extensive features and capabilities overwhelming, requiring time and effort to master the platform.Pricing structure: The pricing model, particularly for larger teams, may be a barrier for smaller businesses or those with limited budgets for IT service management solutions.Performance issues: Users may experience performance lags or slow response times, especially when working with large volumes of data or complex workflows.

Jira Service Management: Optimice sus operaciones de servicio con la potente solución de Atlassian

Comentarios: Jira Service Management is a powerful and versatile tool developed by Atlassian, a leading software development company that specializes in creating products for collaboration, project management, and software development. Atlassian has a proven track record of producing high-quality and innovative software that is widely used by organizations of all sizes around the world.One of Atlassian's most popular products is Confluence, a content collaboration tool that is often used in conjunction with Jira Service Management. Confluence is designed to help teams collaborate and share information more efficiently by providing a central location for storing and sharing documents, meeting notes, and other important information. It integrates seamlessly with Jira Service Management, allowing users to easily access information from both platforms.Overall, Jira Service Management is an excellent service management tool with many powerful features and capabilities. While there may be a learning curve involved in getting started with it, most users find that the benefits of using the platform far outweigh any potential drawbacks. With its integration with Confluence and other Atlassian products, Jira Service Management is a great choice for organizations looking to streamline their service operations and improve collaboration and productivity.

Puntos a favor:

Jira Service Management itself, is a robust service management tool that offers a wide range of features and capabilities. Some of its key strengths include its flexibility and scalability, which make it an ideal choice for businesses of all sizes. It also offers powerful automation capabilities, allowing users to streamline their workflows and improve productivity. In addition, Jira Service Management provides detailed analytics and reporting tools, giving users valuable insights into their service operations.

Contras:

Of course, like any software tool, Jira Service Management has some potential downsides. For example, some users have reported that it can be difficult to set up and configure initially, especially for organizations with complex workflows or service structures. Additionally, some users have found the interface to be somewhat complex and overwhelming at first, although with time and experience, most users find it becomes more intuitive.

Cumbersome and slow, but no challenger

Comentarios: We're using Jira to manage our tickets and it works well. There are solid alternatives and competitors in the field, so I'm not sure for how long we'll keep using jira.

Puntos a favor:

The feature set of Jira is very wide, it is possible to achieve a lot. The ticket management system works, and it is possible to customize it a lot. Custom fields, custom status, sceens shown in transitions, automation rules based on triggers, ...Jira being extremely famous, it has the advantage of being easy to connect to virtually anything: sentry, aws, circle ci, slack, notion, figma, github, ...

Contras:

The UI is confusing, slow, and sometime very painful. For instance, for the longest time they did not support the markdown syntax in the text boxes. I consider myself very experienced with Jira and yet, I still get lost. Especially when it comes to managing boards or project or admin settings.

Great software for IT management

Comentarios: Overall, our team's experience with JIRA Service Management has been positive. The software has helped us to streamline our service management processes and improve our overall efficiency. We appreciate the software's flexibility in customizing workflows to fit our specific needs and the ability to track progress and collaborate on solutions within a single interface.One of the major advantages of JIRA Service Management is its comprehensive approach to ticket management, which allows us to manage all types of service requests from IT and software issues to customer support queries and beyond. We have found that the software's analytics and reporting capabilities have been helpful in tracking our performance metrics and identifying areas for improvement.

Puntos a favor:

One of the biggest strengths of JIRA Service Management is its comprehensive and customizable approach to ticket management. The software provides a centralized platform for managing all types of service requests, from IT and software issues to customer support queries and beyond. Users can easily create and assign tickets, track their progress, and collaborate on solutions within a single interface.Another advantage of JIRA Service Management is its flexible workflow management. Users can easily customize workflows to fit the specific needs of their team or organization, creating automated processes for issue escalation, approvals, and more. This can help teams streamline their workflows and improve efficiency.Additionally, JIRA Service Management has robust reporting and analytics capabilities, allowing teams to track key performance metrics and identify areas for improvement. The software also integrates with other popular tools and platforms, such as Slack and Confluence, further enhancing its functionality and usability.

Contras:

One of the main concerns that some users have with JIRA Service Management is its complexity. While the software is highly customizable and flexible, it can also be difficult to navigate and use effectively, especially for new users. Some users may find the learning curve to be steep, and the interface may be overwhelming at first.Some users also report that JIRA Service Management can be resource-intensive, particularly if they are running it on-premises rather than in the cloud. This can impact the performance of other systems and applications on the same network, and may require additional hardware or infrastructure investments to support.