Sobre JIRA Service Management

Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution that unlocks high-velocity teams. IT is in the midst of rapid transformation to build capabilities that enable quick delivery of great services while managing cost and risk. But old ways of working constrain progress. Rigid processes limit team agility. Disparate, disconnected tools interrupt the flow of information and hinder good decision-making. With Jira Service Management, teams can: - Manage work across teams on one platform - Enable employees and customers to quickly get the help they need with a self-service portal - Respond, resolve and continuously learn from incidents - Innovate faster with automated change risk assessments, advanced approval workflows - Gain visibility into infrastructure and understand service dependencies - Set up advanced SLA metrics and report on performance in real-time - Configure automated rules so users can streamline repetitive tasks and agents can get more done With over 1000+ integrations on Atlassian Marketplace, including CircleCI, Jenkins, AWS, and more, Jira Service Management can be easily customized to fit any team’s needs.
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Vídeo de JIRA Service Management
JIRA Service Management Software - 1 - miniatura
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Precios de JIRA Service Management

JIRA Service Management dispone de una versión gratuita y ofrece una prueba gratis. La versión de pago de JIRA Service Management está disponible a partir de 60,00 US$/mes.

Precio inicial:
60,00 US$/mes Ver precios
Versión gratuita:
Prueba gratuita:

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Opiniones de JIRA Service Management

Evaluación de función

Relación calidad-precio
4,2
Funcionalidad
4,3
Facilidad de uso
4,2
Asistencia al cliente
4,3
5 opinones sobre 349 Ver todas las opiniones
Danilo
  • Sector: Comercio minorista
  • Tamaño de la empresa: 1.001-5.000 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la opinión
Relación calidad-precio
4
Funcionalidades
5
Facilidad de uso
3
Asistencia al cliente
3

4
Publicado el 9/5/2022

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.

Desventajas

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

Juan Jesús
  • Sector: Consultoría de gestión
  • Tamaño de la empresa: 2-10 empleados
  • Software usado Semanalmente durante Prueba gratis
  • Fuente de la opinión
Relación calidad-precio
5
Funcionalidades
5
Facilidad de uso
3
Asistencia al cliente
0

4
Publicado el 15/10/2022

De las mejores herramientas de la gestión ágil de equipos

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.

Desventajas

Uno puede perderse en las opciones de los servicios

Josemaria
  • Sector: Aprendizaje en línea
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante 1-5 meses
  • Fuente de la opinión
Relación calidad-precio
0
Funcionalidades
5
Facilidad de uso
5
Asistencia al cliente
0

5
Publicado el 8/4/2019

From the Trusted Atlassian

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.

Puntos a favor

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.

Desventajas

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.

David Felipe
  • Sector: Comercio minorista
  • Tamaño de la empresa: 51-200 empleados
  • Software usado Semanalmente durante Más de dos años
  • Fuente de la opinión
Relación calidad-precio
3
Funcionalidades
3
Facilidad de uso
3
Asistencia al cliente
0

4
Publicado el 13/10/2022

Does the job, but not fun to use

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.

Puntos a favor

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

Desventajas

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

Alternativas consideradas

Freshdesk y Zendesk Suite

Razones para cambiar 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
Nick
  • Sector: Servicios financieros
  • Tamaño de la empresa: 10.000+ empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la opinión
Relación calidad-precio
3
Funcionalidades
3
Facilidad de uso
2
Asistencia al cliente
0

3
Publicado el 23/7/2022

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.

Desventajas

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.

Alternativas consideradas

ServiceNow

Razones para cambiar 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.

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