Apache Subversion is a version control option that is free to download and open source under the Apache 2.0 license.
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Jira Service Management
Score 7.9 out of 10
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Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of-the-box for service request, incident, problem and change management. Jira Service Management integrates seamlessly with Jira Software so that IT and development teams can work better together. Users…
Compared to other products I have used, like, Fresh Desk Service or Manage Engine it has more features included per user and technician (others may require a license for each type). Portal setup can be integrated to the Confluence Portal for easy access to Jira for service …
When we completed our merger with another company, they were already using Jira so it made sense for us to use a common solution. Their experience and investment with the package was a major factor in choosing it over our current tools and those we were researching for future …
It's a relatively simple version control system so it works great for an individual or small team (less than 10 people). But if you have a medium to large team, especially one with members distributed over a large geographic area, or one where individuals need to be able to work "offline" without access to a central server, Apache Subversion will likely not be the best choice.
Also, if you're maintaining an open-source project where outside people will be interacting with your code repository, git is probably a better choice because it's becoming the de-facto standard these days and what most developers are familiar with.
I think using a ticketing system is very easy to use and allows multiple teams to create help desks in the same portal. In terms of internal usage, I think this is a great option. However, suppose you're trying to keep internal items and external helpdesks in the same instance. In that case, this is not ideal, as there is no effective way to separate the two instances to protect internal data better.
Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
Allow multiple different entry points and work flows for as many different needs your teams / company have
Distributed development - I've never worked in an environment where distributed development (developers widely scattered geographically) was a factor, but that's why git exists.
Merging - Merging of code from one branch to another can be painful, especially if it's not done frequently. (On the other hand, doing merges is one of the reasons I get a nice salary, so I can't complain too much!)
Acceptance - Let's face it, git is what "all the cool kids are using." If you've got a bunch of developers fresh out of school, they'll probably know git and not Subversion.
While there are interesting alternatives, such a GIT, Subversion has been a breath of fresh air compared to its predecessors like CVS or Microsoft Source Safe (now called Team Foundation Server). Its ease of use and high adoption rate is going to keep me using this product for years to come.
In the current contect the requirments is around having a tool that is focused and can handle large ticket volumes and tracking incident, problem and user requests concerning end users. Jira has built in functionality to address the above practice needs faily easily and has a substantial amount of customizable reports for generating the relevant intelligence.
If you're used to other tools in the Atlassian ecosystem, you'll feel right at home with JSM. It's also a platform that technical folk can easily pick up. However, I wouldn't recommend using JSM as a company's first jumping off point into Atlassian. There are a lot of other 'newer' tools that provide sleeker ITSM systems at a similar cost.
I gave JIRA a 9 rating since for me JIRA works according to its purpose. Since there is a customer portal, our clients can leave a comment or communicate with us using the PR ticket that way it is easier for us to also request any additional information we need for our investigation.
Git has become the new standard of version control, with its support for distributed design. As a tool to manage and control versions, Subversion does it well, but Git is the future.
Zendesk is a similar ticketing system that our organization used before JIRA Service Desk. The main drawback of Zendesk was that it can only be used as a cloud service. This means that our company data would be living on the internet at the hands of their security team. Another drawback of this is the price is significantly more expensive rather than hosting it yourself. Zendesk does have some additional features such as commenting on multiple tickets at once that JSD does lack. However, switching to JSD was significantly more cost effective because we have the ability and the infrastructure to host our own ticketing system, something that Zendesk could not provide. Ultimatley switching to JSD saved us money and allows the ability for integration with all of the other Atlassian Suite products that we use on a day to day basis.
