キャプテラ - 企業の最適な
ソフトウェア選びをサポートし15年

JIRA Service Managementとは

Jira Service Managementは、迅速に行動する必要のあるチームをサポートし、優れたサービス体験をともにすばやく提供するITサービス・マネジメント・ソフトウェアです。

JIRA Service Managementの製品詳細

良いポイント:

Offers a wide variety of customization options making it easy to tailor to multiple business needs. Dashboard shows you what cases you have open and the stages the cases are in.

改善してほしい点:

Custom domains, multiple email handing, enhanced portal customization, the basics... all missing.

JIRA Service Managementの評価

評価ポイント

使いやすさ
4.2
カスタマーサービス
4.3
機能
4.5
価格の妥当性
4.3

おすすめ度

8.4/10

JIRA Service Managementの総合評価は4.5/5です。 (キャプテラに寄せられた668件のレビューより集計)。

JIRA Service Managementを使用したことがありますか?

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レビューを絞り込む (668件)

Dawit
Dawit
オーストラリアのIT Administrator
認証済みLinkedInユーザー
情報技術、情報サービス, 2~10人規模の会社
使用期間: 2年以上
投稿経路

Effortless Collaboration and Task Management: A Closer Look at JIRA Service Management

5.0 昨年

製品を使ってみた感想: My overall experience with JIRA Service Management has been exceptional. The platform has revolutionized our incident management process and significantly improved collaboration among team members

良いポイント:

One of the aspects I liked most about Jira Service Management was its exceptional incident resolution efficiency. The platform truly excels in streamlining the incident management process, enabling our team to respond swiftly and effectively to any issues that ariseWith Jira Service Management, we were able to create a centralized incident ticketing system that provided complete visibility into ongoing incidentsThe automation capabilities of Jira Service Management were a game-changer. We were able to set up predefined workflows and triggers, ensuring that incidents were routed to the appropriate teams and escalated as needed

改善してほしい点:

While Jira Service Management offers a plethora of robust features, one area that I felt could benefit from improvement was its reporting capabilities. Although the platform provides basic reporting functionalities, there are certain areas where additional enhancements would be valuable

Lillian
Lillian
アメリカのHuman Resources Generalist
認証済みLinkedInユーザー
病院、ヘルスケア, 10,000+人規模の会社
使用期間: 1年以上
投稿経路

We track incoming work with Jira Service Management

4.0 10 か月前

製品を使ってみた感想: I prefer Jira Service Management because it is very similar to Jira software; If you are familiar with Jira software, you will have no problem using this one. Concise but effective.

良いポイント:

First of all, Jira allows us to manage customer support requests in an organized way. They can be tailored to individual squads and relatively easily monitored. All relevant details can be stored in one location in a Jira request. Jira is an easy-to-use tool and request tracker for teams, with features including customizable dashboards, access permissions, and time/effort monitoring.

改善してほしい点:

Inadequate translation of Jira Service Management into other languages is one of its biggest drawbacks, as it results in an unnatural hybrid between English and the selected language.

匿名レビュアー
コンピュータ・ソフトウェア, 1,001~5,000人規模の会社
使用期間: 1年以上
投稿経路

One of the best choices for a customer service desk

5.0 3 週間前 新着

良いポイント:

Highly customisable service desk portal, from the fields to the UI. We can set up a new portal in minutes for every new project and easily tie the tickets to our internal Jira Software projects keeping internal and external discussions separate.

改善してほしい点:

SLA management should be made easier as well as the reporting options. Naturally the easy integration between the service desk and the software issue tracking system occurs if you are using Atlassian, good luck with other tools.

検討した類似製品: Azure DevOps Services

切り替える前の製品: Azure DevOps Services

Nick
Nick
アメリカのSenior Product Manager
認証済みLinkedInユーザー
金融サービス, 10,000+人規模の会社
使用期間: 2年以上
投稿経路

Great for Smaller Businesses, not for the Large Enterprise

3.0 2 年前

良いポイント:

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.

改善してほしい点:

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.

検討した類似製品: ServiceNow

JIRA Service Managementに切りかえた理由: 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.

Mohammed
アメリカのIT Specialist
不動産, 51~200人規模の会社
使用期間: 2年以上
投稿経路

Jira Service Desk Management

4.0 3 か月前

製品を使ってみた感想: Overall I have been using Jira Service Mangement for 6 years and I love finding about new features and integrations.

良いポイント:

I like the analytics and incident management part of the Jira service desk management and of course the ease of locating tickets and updating them.

改善してほしい点:

I feel like JQL is necessary for important searches which not everyone has experience with.

Laura
Laura
アメリカのHuman Resources Generalist
認証済みLinkedInユーザー
病院、ヘルスケア, 1,001~5,000人規模の会社
使用期間: 1年以上
投稿経路

Simple and effective task management software

4.0 9 か月前

製品を使ってみた感想: It's useful for monitoring progress and coordinating the many tasks that have been delegated. In fact, the tool's progress track can be used to make estimates for the deadlines themselves.

良いポイント:

We utilize Jira to proactively guard against issues, notify clients when they are discovered, and monitor their progress and enhancements. Having the assignor's identity and that of the assigned person clearly shown also helps establish trust.

改善してほしい点:

I had trouble finding older tickets or finding out who else had been assigned to the key I was working on; an internal chat function could greatly benefit those of us waiting for clients to respond to comments.

XUAN MAI
ドイツのProduct Manager
金融サービス, 11~50人規模の会社
使用期間: 2年以上
投稿経路

Very satisfied overall, however there is still room for improvement

5.0 2 か月前 新着

製品を使ってみた感想: Overall I'm pretty satisfied with JIRA service management, except for some missing functionalities as described above

良いポイント:

The ticketing system is very easy to use and intuitive.

改善してほしい点:

While it is very easy to write the description for a ticket and edit it later, it is also highly error prone because anyone could just accidentally click on the description area and accidentally change something in there. However, there's no built-in tool to revert the accidental changes.

Mark Joseph
シンガポールのCustomer Support
アウトソーシング、オフショア, 1,001~5,000人規模の会社
使用期間: 1年以上
投稿経路

JIRA Service Management Review

5.0 先月 新着

製品を使ってみた感想: Overall, usage of this tool helps a lot for task managment.

良いポイント:

What I like the most about Jira is the management of tasks. You can monitor real-time the tasks assigned to you and work on them.

改善してほしい点:

When you have lots of tasks it can be overwhelming to look but priority system can help manage and organize the tasks that was created.

Ruchir
オーストラリアのCloud Support Engineer
情報技術、情報サービス, 10,000+人規模の会社
使用期間: 1年以上
投稿経路

Easy to use bug tracking system

5.0 2 か月前 新着

良いポイント:

Its an effective tool for tracking and managing bugs. Tool is intuitive and easy to use for beginners.

改善してほしい点:

The search functionality can be improved. Searching for issues becomes challenging sometimes

Peejay
フィリピンのBusiness Development Representative
情報技術、情報サービス, 10,000+人規模の会社
使用期間: 6~12か月
投稿経路

Ticket Management Like No Other

5.0 2 か月前

良いポイント:

Seamless Collaboration and Communication

改善してほしい点:

I do not see any negative feedback about Jira during the 9month-span that I was using it.

Nathan
英国のNetwork Infrastructure Manager
小売, 51~200人規模の会社
使用期間: 2年以上
投稿経路

Jira Service Management a Powerful Ticket System

5.0 12 か月前

製品を使ってみた感想: Overall when the software works it does the job, it's a bit of a nightmare to configure and the costings are not the cheapest but not as expensive as competitor products, i.e. zendesk, freshdesk etc.

良いポイント:

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.

改善してほしい点:

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.

検討した類似製品: FreshdeskZendesk Suite

JIRA Service Managementに決めた理由: We outgrew spiceworks and required a real ticket system

切り替える前の製品: Spiceworks Cloud Help Desk

JIRA Service Managementに切りかえた理由: Functionality was near identical it came down to price and the fact we already used Jira for our Dev enviroment.

Thomas
英国のJunior Software Engineer
小売, 201~500人規模の会社
使用期間: 2年以上
投稿経路

Very happy 2+ years use of JIRA.

5.0 11 か月前

良いポイント:

Pretty much everything to do with ticket management and notifications from our internal 'customers'

改善してほしい点:

The search functionality could do with some work when looking for older tickets and the searching of 'similar requests'

検討した類似製品: Zoho DeskZendesk Suite

JIRA Service Managementに切りかえた理由: More customization that some of the competitors but not so much so as to make it confusing to set up.

Dan
アメリカのSupport Analyst
情報技術、情報サービス, 11~50人規模の会社
使用期間: 6~12か月
投稿経路

Easy to try, full of tools and solutions

5.0 3 年前

製品を使ってみた感想: So far, with their free trials and tiers, it has be remarkably easy to get a proof of concept project built and to start migrating into the cloud.

良いポイント:

Jira Service Management provides a ton of tools to build out you customer portal and internal ticket platforms. It has filled all of the holes in our previous solution right out of the box.

改善してほしい点:

It is built for large, multi-team organizations so much of the power is not needed for a smaller company who requires a custom build but without all the hierarchy.

Jack
アメリカのSoftware Support Specialist
コンピュータ・ソフトウェア, 51~200人規模の会社
使用期間: 6~12か月
投稿経路

JSD has a lot to offer, but requires a lot to learn

4.0 6 年前

製品を使ってみた感想: JSD offers a lot for any company needing to maintain a service desk to manage the support requests it handles from its clients/customers. Because it is a Jira (Atalassian) product, it is most likely utilized along with other Jira tools, and plays quite well with those. Due to this integration aspect, thought, the layers of security necessitated within user settings requires a considerable amount of learning/training, which is not easily attained without paying for it from Atalassian. And, while I understand, respect (and even applaud) the market-oriented principle of this, it does seem a bit intentional that there are no reliable helps available outside of Atlassian (for example, any tutorials you will find on YouTube for assisting with certain user configs, settings, steps, etc. are applicable to much older versions of the software, and to a great extent, are not applicable to the current version). This would not be a negative aspect if Jira did a much better job at keeping their own internal (free) help docs, etc. up to date, so as to apply to the current version, as well. Instead, if one wants highly dependable "helps" it appears the best way to achieve that is to pay Atlassian for their training courses (at prices that are obviously calibrated toward larger companies/corporations. And blindly undertaking such would seem risky if judged by the extent to which their free user tools are kept up to date. This is not, to my knowledge, the common experience with most apps.

良いポイント:

- Lots of tools in one place - Integrates well with other apps (especially other Atlassian products) - UI is clean and user friendly (customizable to a sensible extent) - Contains useful metrics that are easy to configure and gain reports from - Has multiple layers of user settings available for custom configuration to correlate to preferred levels of access among agents, customers, etc.

改善してほしい点:

- Email bounce in frequently fails (bugs?) - Depth of Jira admin user knowledge required for strong mastery of this app; time consuming to acquire a reliable user knowledge (which is necessary to utilize the app with the least bit of efficiency) - Help docs, support mechanism unreliable/outdated (needs to be fresh and current to be applicable to present version of app) - Confusing settings requirements for some user modifications needs (esp. where mapping/editing workflow schemes are concerned) - Completely inadequate amount of general helps/tutorials available outside of Atlassian (YouTube, Google search, etc. for example) which seems a bit suppressed by design. Atlassian offers extensive training, but at a premium cost. - Costly for the overall effectiveness it provides, after factoring these negatives along with the user time required to really learn the application.

Justin Alex
アメリカのTechnology Consultant
コンピュータ・ソフトウェア, 201~500人規模の会社
使用期間: 2年以上
投稿経路

Highly customizable and integrates well with the Atlassian ecosystem

4.0 7 年前

製品を使ってみた感想: Customization, integrations, workflows, SLAs

良いポイント:

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.

改善してほしい点:

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.

認証済みレビュアー
認証済みLinkedInユーザー
金融サービス, 51~200人規模の会社
使用期間: 2年以上
投稿経路

Cumbersome and slow, but no challenger

4.0 昨年

製品を使ってみた感想: 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.

良いポイント:

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, ...

改善してほしい点:

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.

認証済みレビュアー
認証済みLinkedInユーザー
コンピュータ・ソフトウェア, 10,000+人規模の会社
使用期間: 2年以上
投稿経路

Good Tool for driving ITSM processes

5.0 2 年前

製品を使ってみた感想: Overall we are very pleased with Jira Service Management and have implemented incident management processes using it.

良いポイント:

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

改善してほしい点:

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

検討した類似製品: ServiceNow

切り替える前の製品: Freshservice

JIRA Service Managementに切りかえた理由: Better pricing and Atlassian ecosystem

Andrea
イタリアのICT Solutions
レジャー、旅行、観光, 201~500人規模の会社
使用期間: 1年以上
投稿経路

Best on premise

4.0 5 年前

製品を使ってみた感想: We use on premise version. Software administration can be burdensome for a small staff, updates and monitoring can require quite a lot of time. Price raised two times since first purchase. Apart from this, the tool has enabled us to precisely structure the service desk, reducing by 70% the number of phone calls and emails to better filled forms on the customer portal and the use of a chat addon.

良いポイント:

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

改善してほしい点:

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

検討した類似製品: ManageEngine ServiceDesk Plus

Niall
アイルランドのHead of Information Systems
情報技術、情報サービス, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

A good option for Service Desks but check your requirements carefully

4.0 2 年前

製品を使ってみた感想: A stable, performant platform for customer support is critical and JIRA Service Management has delivered that.

良いポイント:

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.

改善してほしい点:

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.

検討した類似製品: Salesforce Service Cloud

JIRA Service Managementに切りかえた理由: Costs, features, configurability

Elen
Elen
アメリカのProduct Owner
認証済みLinkedInユーザー
情報技術、情報サービス, 5,001~10,000人規模の会社
使用期間: 2年以上
投稿経路

Reliable ticketing system

5.0 昨年

製品を使ってみた感想: JIRA Service Management offers a robust service desk and ITSM solution with powerful ticketing capabilities, integration with JIRA, knowledge base features, and reporting capabilities. However, organizations should consider the complexity for non-technical users, the learning curve, limited customer experience features, and the pricing structure when evaluating JIRA Service Management for their support and ITSM needs.

良いポイント:

JIRA Service Management offers robust reporting and analytics capabilities, providing insights into support team performance, ticket trends, and customer satisfaction levels. These metrics help organizations identify areas for improvement and make data-driven decisions to enhance their support processes.

改善してほしい点:

Due to its extensive functionality and customizable nature, there can be a learning curve associated with mastering JIRA Service Management. Administrators and users may need time to understand the platform's features and optimize its use for their specific requirements.

Marta
ポーランドのHead of Delivery
情報技術、情報サービス, 51~200人規模の会社
使用期間: 2年以上
投稿経路

A truly powerful help desk management tool

4.0 昨年

製品を使ってみた感想: Once past the cumbersome process of agreeing on workflows and setting everything up, the journey with Jira Service Desk has been pretty smooth. I recommend it for teams looking to deal with multiple sources of tickets. Streamlining the process buys more problem-solving time, which users of our application always appreciate!

良いポイント:

Easy use for the agents (help desk consultants) is why we decided on this tool. The ability to connect tasks to our regular projects in Jira Software is another winner feature because it saves a lot of time and allows better communication between teams.

改善してほしい点:

The major downside to Jira Service Desk is customizing it. I don't know if anyone uses it straight out of the box, but for us, it was necessary to spend a couple of days customizing workflows, screens, and general settings.Another rather annoying thing is the vagueness of the agents' assignments which determines how much we pay for licenses.

Guibson
アメリカのGoogle Workspace Deployment Lead Engineer
情報技術、情報サービス, 201~500人規模の会社
使用期間: 2年以上
投稿経路

Great Project Management Tool that enables teams to cross collaborate and become efficient

5.0 10 か月前

製品を使ってみた感想: It is very user friendly, once the adoption and the knowledge of what is trying to be achieved, Tasks become a huge help on a daily project lifecycle

良いポイント:

The most important part of the Jira functionality is the availability to enable teams to create, update, comment, assign, and establish a clear channel, and expectations that are required to complete a project in an organized and efficient fashion, the feasibility of documenting and creating a project status report based on tasks, pre-defined or project tailored tasks.

改善してほしい点:

I believe that graphical interface dashboards would help to be robust, meaning, more detailed information, and the availability to generate clear reports is always useful for clients that don't want to access Jira, and just want an insight dashboard or the Project Lifecycle.

認証済みレビュアー
認証済みLinkedInユーザー
市場調査, 51~200人規模の会社
使用期間: 2年以上
投稿経路

Unlike others, doesn't need complex configuration

5.0 6 年前

製品を使ってみた感想: With the help of Service Desk we get feedback from users about the bugs they find in the product. As the result, we fix them really fast. By adding fields that users need to add while submitting bug, we decrease time that is needed to reproduce bug or clarify the issue. Also, we can communicate with user directly if needed.
At the same time user can always get back and see status of ticket they submitted.
Also, it says a lot when you see Atlassian using its own product and using it really well.

良いポイント:

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.

改善してほしい点:

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.

Shubham Vasantrao
アメリカのOfficer
銀行, 10,000+人規模の会社
使用期間: 2年以上
投稿経路

The best Ticket/Bug Tracking Tool

5.0 昨年

良いポイント:

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.

改善してほしい点:

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.

Mihai
ルーマニアのLead Atlassian Administrator
情報技術、情報サービス, 501~1,000人規模の会社
使用期間: 2年以上
投稿経路

Jira Service Desk the best tool for support

4.0 4 年前

製品を使ってみた感想: For me JSD was a challenge that thought me a lot. The product is awesome but there is still room for improvement.

良いポイント:

What I did like the most about JSD is the fact that you have a customer portal, a way to track and view your tickets at any time. You can customize the product to at very last detail without too much trouble.

改善してほしい点:

The stability of the software can be a sensitive balance after you reach 500.000 issues created on your instance.

検討した類似製品: Zendesk Suite