Item: Jira Service Management
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

JIRA Service Desk is used for all of our activities. Each activity is a task, therefore we can easily generate our timesheet using JIRA Time Sheet and with that give cost and time information to affected parties i.e. management, customers but also to every user himself.

That furthermore helps with project management and using special "IT-Help"-Projects to generate a self-service desk combined with Confluence as knowledge base.

JIRA Service Desk used in all departments.

Pros and Cons

Task Management and Task Overview
Ease of use and setup
Customize options
Costs (licensing)

What is missed can be purchased (sometimes for free) from the Atlassian Marketplace (not negative!)
It's highly recommended to link it with Confluence! (not negative!)
There are many options - from nearly 1-click-to-start to spending whole months on the setup and customization! (not negative!)

Return on Investment

Great user acceptance
Easy reporting
Transparency thru departments

Alternatives Considered

It's out of the box the best option I could imagine and by-far better than any custom-made tools I've otherwise seen. Also thru its modular setup, it can be extended and upgraded as you go so the system adapts to your changing business requirements. Only downside is - without Confluence linked to it, there is something missing! Nevertheless, I would still recommend it at any given time.

Other Software Used

Atlassian Confluence, JIRA Service Desk, JIRA Software, ConnectWise Control (formerly ScreenConnect), Microsoft Office 2016, Tableau Desktop

Likelihood to Recommend

I've been using JIRA and JIRA Service Desk for the last 6 years thru various companies and I'd use it in any other as well. It can be easily customized to any company's needs. Its license costs are cheap. There is zero to no training required.

You can even use it just for one person's task and time-sheet. (I like to use it to keep track of applications when I decide to switch companies e.g.) there is no limitation, I've seen much between regular task/project-tracking, help-desk ticketing over sales/offer matching. If you can think about it, it's quite likely you can do it within the Atlassian universe.

Just say YES to Jira (Service Desk) you wont regret it!

Overall Satisfaction with JIRA Service Desk