Jira Service Management
Por Atlassian
¿Quién usa Jira Service Management?
Los equipos de TI y soporte que buscan un software de centro de atención con todas las funciones, fácil de usar y de configurar, desarrollado en la plataforma JIRA a una fracción del costo de los competidores.
¿Qué es Jira Service Management?
JIRA Service Desk está calificado como el software de ITSM más popular y asequible.
Basado en el software JIRA de Atlassian, líder del mercado en ayudar a los equipos a realizar su trabajo, JIRA Service Desk hace que a tus clientes les resulte fácil obtener ayudar, es simple de usar para los agentes y administradores y representa solo una fracción del costo y el tiempo de configuración de los competidores.
Información sobre Jira Service Management
Atlassian
https://www.atlassian.com
Fundada en 2002
Resumen de precios de Jira Service Management
Consulta los planes de preciosJira 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 20,00 US$/mes.
Precio inicial
20,00 US$/mes Ver precios
Versión gratuita
Sí
Prueba gratis
Jira Service Management: implementación y asistencia
Asistencia
- En horario ininterrumpido (atiende un representante)
- Horas laborables
- En línea
Implementación
- Instalado: Mac
- En la nube, SaaS, web
- Instalado: Windows
Formación
- En directo en línea
- Seminarios web
- Documentación
Funciones de Jira Service Management
Herramientas de seguimiento de problemas
- Auditoría de problemas
- Gestión de alzadas
- Gestión de asignaciones
- Gestión de la base de conocimiento
- Gestión de proyectos
- Gestión de tareas
- Panel de comunicaciones
- Problemas recurrentes
- Programación de incidencias
Herramientas devops
El proveedor no ha rellenado esta información.
Herramientas para el cambio organizacional
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Lista completa de Herramientas para el cambio organizacional
Software de ITSM
- Gestión de configuración
- Gestión de contratos o licencias
- Gestión de incidentes
- Gestión de la disponibilidad
- Gestión de problemas
- Gestión de proyectos
- Gestión de publicaciones e implementaciones
- Gestión del cambio
- Portal de autoservicio
- Seguimiento de activos
Software de gestión de activos informáticos
- Gestión de adquisiciones
- Gestión de auditorías
- Gestión de configuración
- Gestión de contratos o licencias
- Gestión de inventarios
- Gestión de proveedores
- Gestión de requisitos
- Gestión del mantenimiento
- Seguimiento de costes
- Seguimiento de la conformidad
Lista completa de Software de gestión de activos informáticos
Software de gestión de incidentes
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Software de gestión de proyectos informáticos
- Admite metodos ágiles
- Admite método Scrum
- Gestión de carteras
- Gestión de problemas
- Gestión de recursos
- Gestión de requisitos
- Gestión de tareas
- Gestión de tests y de control de la calidad
- Hoja de ruta del producto
- Priorización
- Seguimiento de errores
- Seguimiento de estado
- Seguimiento de hitos
- Seguimiento de porcentaje de progresión
- Seguimiento horas/gastos
Lista completa de Software de gestión de proyectos informáticos
Software de gestión de quejas
- Acciones correctivas (CAPA)
- Clasificación de quejas
- Enrutamiento
- Gestión de casos
- Gestión de comentarios
- Gestión de encuestas
- Gestión de formularios
- Gestión del control de calidad
- Portal de autoservicio
- Seguimiento de problemas
- Seguimiento de quejas de clientes
- Supervisión de redes sociales
Software de help desk
- Alertas y alzada
- Almacenamiento de documentos
- Chat en tiempo real
- Comunicación multicanal
- Configuración de flujos de trabajo
- Control/Acceso remoto
- Creación de informes/análisis
- Creación de marca personalizable
- Enrutamiento automatizado
- Gestión de SLA (Service Level Agreement)
- Gestión de centros de atención telefónica
- Gestión de la base de conocimiento
- Gestión de recursos informáticos
- Gestión de tickets
- Integración de correo electrónico
- Integración de redes sociales
- Macros y modelos de respuestas
- Portal de autoservicio
- Seguimiento de interacciones
- Supervisión de redes
Software de service desk
- Acceso móvil
- Base de conocimientos
- Configuration Management Database (CMDB)
- Control remoto
- Gestión de SLA
- Gestión de adquisiciones
- Gestión de incidentes
- Gestión de recursos informáticos
- Gestión del cambio
- Portal de autoservicio
Software de servicio al cliente
- Alertas y alzada
- Asistente virtual
- Base de conocimientos
- Chat en vivo
- Encuestas y comentarios
- Gestión de centros de atención telefónica
- Gestión de citas
- Gestión de colas de espera
- Gestión de correo electrónico
- Gestión de flujos de trabajo
- Integración de redes sociales
- Métricas de rendimiento
- Portal de autoservicio
Software para gestión informática
- Auditoría de problemas
- Control/Acceso remoto
- Controles o permisos de acceso
- Gestión de capacidades
- Gestión de inventarios
- Gestión de la conformidad
- Gestión de licencias
- Gestión de parches
- Programación del mantenimiento
Software para servicios informáticos
- Catálogo de servicios
- Creación de informes de servicio
- Gestión de contratos
- Gestión de incidentes
- Gestión de recursos informáticos
- Gestión de tickets
- Gestión de versiones
- Gestión del conocimiento
- Portal de autoservicio
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Opiniones de Jira Service Management
Todas las opinionesCalificación general
Evaluación media
Josemaria G.
-
Valoración global5 /5
-
Facilidad de uso5 /5
-
Funcionalidades5 /5
-
Asistencia técnicaSin valoración
-
Relación calidad-precioSin valoración
-
Probabilidad de recomendación
- Fuente de la reseña
- Publicado el 8/4/2019
"From the Trusted Atlassian"
Comentarios: 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.
Contras: 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.
- Fuente de la reseña
- Publicado el 8/4/2019
Usuario verificado
-
Valoración global5 /5
-
Facilidad de uso2 /5
-
Funcionalidades5 /5
-
Asistencia técnica5 /5
-
Relación calidad-precio5 /5
-
Probabilidad de recomendación
- Fuente de la reseña
- Publicado el 7/11/2020
"Powerful and Capable, but easy to over complicate things"
Comentarios: Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn
Puntos a favor: Its flexibility. It's a simple statement, I agree, and you're probably reading this wondering why I'm being so vague. But JIRA software is a bit hard to summarize simply because it's just so flexible. There's no "correct" way to use it. It's rest API is pretty powerful too and very easy to extend Jira to "integrate" with 3rd party applications that doesn't have an official Jira integration.
Contras: Creating workflows can easily become very confusing and you can easily break how your projects in Jira work if you aren't careful. With every Jira production license you also get a free dev license so that you can set up an isolated dev/staging environment. This is invaluable and highly recommended. The downside is that there is no easy way to migrate any of your changes from dev to production. But there are 3rd party plugins for that.
- Fuente de la reseña
- Publicado el 7/11/2020
Thomas L.
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Valoración global2 /5
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Facilidad de uso2 /5
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Funcionalidades2 /5
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Asistencia técnica1 /5
-
Relación calidad-precio3 /5
-
Probabilidad de recomendación
- Fuente de la reseña
- Fuente: SoftwareAdvice
- Publicado el 13/1/2021
"Do all - do nothing"
Comentarios:
Do you want a tool that does 1000 tasks but all of those tasks are 10% of what you need? GET THIS TOOL.
Do you want a tool that has a million different customizations, yet none are what you want and everything is wrongly done? Get it !
Sure it's """cheap""" but with all the time you loose, not worth it.
BTW, that 24/7 support, yeah, no, does not exist.
Puntos a favor: Well here's a tool that does everything, SD, incidents, KB, alerts, yes, it does a bit or everything.
Contras: It's awfull at doing things good. The new projects are barely compatible with new solutions, incidents and request are not configured correctly and can hardly be put in the same ticketing catalog. No advanced roadmaps (premium feature) in next gen projects. Automations are bad, tickets custom fields are sometimes not uderstood by the automation.
- Fuente de la reseña
- Fuente: SoftwareAdvice
- Publicado el 13/1/2021
Usuario verificado
-
Valoración global5 /5
-
Facilidad de uso5 /5
-
Funcionalidades4 /5
-
Asistencia técnicaSin valoración
-
Relación calidad-precioSin valoración
-
Probabilidad de recomendación
- Fuente de la reseña
- Publicado el 23/7/2019
"A great option for on-site ICT service desk management"
Comentarios: Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us. The software is usable in its default setup but we have found that there is still plenty of customisation that can be done if needed to suit more complex requirements.
Puntos a favor: 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.
Contras: 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.
- Fuente de la reseña
- Publicado el 23/7/2019
Chirag S.
-
Valoración global5 /5
-
Facilidad de uso5 /5
-
Funcionalidades5 /5
-
Asistencia técnica3 /5
-
Relación calidad-precio5 /5
-
Probabilidad de recomendación
- Fuente de la reseña
- Publicado el 14/2/2020
"Efficient service desk for companies small, medium or large"
Comentarios: Prior to using Jira Service Desk, were using a combination of Excel and SharePoint with workflows. We couldn't get great reports. It was hard to customize. Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow. We brought in Jira Service Desk as a test bed. Within 2 hours, we were testing and customers were putting in tickets. While we used most of the default settings, the value we were generating was way beyond we ever had. Then, we set up SLAs and watch reports for a few days. We were able to see everything we wanted - who reported the issue, when, what was the priority, how many comment exchanges happened, how much time did we spend, did we meet SLAs, what was the solution, etc. Fast forward 2 years. We are now able to create strategies to service internal and external customers better based on the data from Jira. It has helped us go from making gut-feel decisioning to data-centric decisioning. Good data wins debates. Jira helped us with good data. We are also utilizing Jira's excellent searching, dashboarding and API functionality to feed data to other systems and drive changes beyond just customers.
Puntos a favor: Jira Service Desk was very easy to get started with. You could literally sign up for it and begin using it within an hour. Ticketing system is very customizable and powerful. Customers can be added in bulk and customers can sign up for entering issues. We were able to create different projects (or service queues) so that customers could send requests for IT help, or administrative help, or help with projects. Each such project/queue had different fields. Metrics are all built into the software, so we can know how often Service Level Agreements were breached, who breached them etc. The sheer amount of customizability is a joy. However, without discipline and thoughtfulness, it is very easy to customize it the wrong way.
Contras: We feel that the price point could be lower and the speed could be a little faster. Atlassian has made improvements with speed. If a company had 5 people manning different queues and the issue volume is low, the cost would be ~1500/year for those 5 users. So, it would may not be cost effective for a small company that is watching their costs closely. We also felt that a Wiki is not built in. So, if a common solution needs to documented that spans multiple tickets, there's no way to do so. We could buy Confluence from Atlassian for an additional cost.
- Fuente de la reseña
- Publicado el 14/2/2020
