JIRA is a powerful, but sometimes complicated tool for project management
February 07, 2018

JIRA is a powerful, but sometimes complicated tool for project management

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with JIRA Service Desk

JIRA Service Desk was used to try and bring together information from all our ongoing projects into one place. We kept track of issues and features in progress for our projects, and we used the Kanban boards to plan work for each of our sprints. It was only used by my team, with the hope that others in the organization would try it and decide to use it as well.
  • Brings project information together in one place
  • Powerful organization tool
  • Good for team collaboration
  • Difficult to get set up
  • Not the greatest interface design (at the time we used it)
  • It united our team under one tool for organizing our projects
  • It helped our team plan work in advance, for each of our product sprints
  • Project managers had a difficult time getting it set up just the way we needed it
  • We were never able to get full buy-in on it across other teams (not necessarily a problem with JIRA itself)
At the time we chose JIRA Service Desk, we had been using GitHub to track project issues and features. We were looking for something that would add more project planning features and allow us to put more project information together in one place. JIRA succeeded somewhat in that, adding many more features that we used heavily. Now that GitHub has added more project management features, I would be interested in trying it again to see how it stacks up against the others.

We currently use Service-Now because it is more widely used across our organization. I still prefer JIRA over Service-Now, because it is much better designed and easier to use.

A couple other teams in our organization use LeanKit, and our team used it for a bit. It does a pretty good job as a kanban board, but large boards can get pretty difficult to read and navigate. Also, JIRA seems better at collecting project information and allows for non-kanban views of tickets.
JIRA Service Desk is good for someone looking for a tool to collect and track project issues and planned features. It works well with teams and is very configurable. It's not great for someone looking for a simple Kanban board or for those not willing to take the time to get it set up and customized appropriately.

Jira Service Management Feature Ratings

Organize and prioritize service tickets
Self-service tools
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
Change requests repository
Service-level management
Not Rated