TrustRadius
JIRA: Safer in Safe hands!
https://www.trustradius.com/it-service-management-itsmJira Service DeskUnspecified8.2297101
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August 25, 2017

JIRA: Safer in Safe hands!

Score 7 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with JIRA Service Desk

JIRA is the platform for tracking the development and testing progress in organizations. It is very useful in sprint based agile projects where we have the concept of scrum guided by a scrum master. In projects where teams and tasks are divided, it's easier to monitor the day to day status and it helps in estimating the target to be achieved based on daily statistics. The tool is basically useful for Sprint Planning which includes - Acceptance criteria for a story by Product Manager, Story Points and Tasks Creation by respective development and Testing teams. It’s also useful for logging of defects.
  • Automatic updates in case of newly added/modified tasks.
  • Automatic email notification to the audience involved in tasks whenever there is change in the existing sprint plan.
  • Repository to handle so much meta data such as Story, Test cases, Test cases execution, Defects, Defects fixes snapshots.
  • JIRA is case sensitive, while creating/editing one should be careful enough to use exact labels.
  • There are too many fields to fill manually while creating/updating tasks.Too much information on single thing might be misjudged.
  • While uploading test cases in particular one has to make sure that every step in a file is validated and has passed; which is a time consuming process.
  • JIRA is generally open source so it has brought good return.
  • It has been majorly useful for managing the project where each deliverable is tracked by the action taken for the ticket.
  • It has simplified the overall business procedure.
  • ALM
JIRA is obviously better here because of its vast/add-on features [compared to] ALM. ALM is limited in the sense that it doesn't support all the browsers and also it can't be integrated with other tools unlike JIRA.
JIRA is very well suited for projects that run on the agile methodology and where a single second [update] is also important. It's not therefore useful for projects operating on the waterfall methodology where the objective is fixed. JIRA is very well suited for maintaining records which whenever required can be fetched using SQL queries which require a good SQL knowledge prior to it.

Jira Service Desk Feature Ratings

Organize and prioritize service tickets
10
Self-service tools
9
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
Change requests repository
9
Service-level management
9

Using JIRA Service Desk

5000 - It's primarily a project management and a bug tracking tool.
The main features of Jira for agile software development are the functionality to plan development iterations. The iteration reports and the bug tracking functionality.

Jira supports the networked help desk API for sharing customer support tickets with other issue tracking systems.
100 - The type of people or the expertise required to use JIRA are: Product Owner: who is responsible for delivering good quality product to customer. Product Managers: who define acceptance criteria. Scum Master: The one who coordinates all the sprint meetings and a smooth flow of the JIRA dashboard for close monitoring of open tickets and blockers.
  • It provides bug tracking, issue tracking, and project management functions.
  • The main features of Jira for agile software development are the functionality to plan development iterations, the iteration reports and the bug tracking functionality.
  • Jira supports networked help.
  • Customising the JIRA features
  • Adding new labels so as to distinguish from similar looking names
  • Tasks prioritisation and giving proper training on how to use the tool in much effective way
  • Enhanced communication among teams sitting across different countries
  • Make it more user friendly.
  • Taking it close to 100 percent self sufficient and optimum tool.
  • Reducing manual effort in some cases.
I give it this rating because one has to be a creator or a master of tool before he renews it.