Item: Jira Service Management
Rating: 10
Author: Ammar Aldaffaie

Use Cases and Deployment Scope

We use JIRA service desk for issues reporting, IT ticket, software and permission changes request, etc...So for example, when a user needs something, they will open a ticket with their request and depending on the request type, we send the ticket to the queue so the team can work it. We also use it for our backlog grooming, for our agile work, and for development team stories build and tracking.

Pros and Cons

I love the fact that it is web-based so all you need is a browser
It is extremely flexible and customizable to fit anyone's needs
Very fast, and you can build reports and filter in seconds

The way you give user permission can be improved, maybe that needs to be broken down a little more
I love the filters, but I think the way they display can be improved
It is really hard to find issues, JIRA is amazing, but maybe the notification can be done little better. There is really nothing wrong with it but I still think there is a small room for improvement there

Return on Investment

Using JIRA been great, it reduces all the back and forth with emails
Using JIRA makes it so easy to track issues and find a resolution fast
Using JIRA makes everyone who needs to know aware of the last update, no emails back and forth and no lost tracking of your issues

Alternatives Considered

Atlassian Confluence, Oracle Service Cloud, IBM Cognos and MS SharePoint

I think JIRA is best suited for IT tickets and service requests. Comparison is hard, but I use JIRA on a daily basis and I cannot think of a better alternative for the task we are using it for.

Other Software Used

Atlassian Confluence, IBM Cognos, Visual Studio IDE

Likelihood to Recommend

It is amazing for your development team if they use agile for their sprint and stories.
It is great for service tickets for your IT or any team that works tickets
It is not for sharing information or knowledge articles. It might work, but I do not recommend it

JIRA, the best service ticket and agile system for your development and IT

Overall Satisfaction with JIRA Service Desk