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

Use Cases and Deployment Scope

We use Jira Service Desk to manage all of our IT tickets as well as our IT contracts. It does a great job of keeping everything in one place. We also chose to utilize this as our inventory tracking system and it is working well in that regard as well. It was a little tricky to set up but once you get it working how like it just works.

Pros and Cons

It does a great job of tracking our assets
Users are able to submit IT tickets easily
We manage all our IT related contracts in it

It is tricky to configure custom fields
Getting the workflows working right in the beginning was a little challenging
It is a little expensive

Return on Investment

We have implemented this as a way to track all of our IT tickets and it has done well in that regard
We use this in place of another more expensive solution to manage our contracts
It does a great job keeping track of our assets

Alternatives Considered

I have used JIRA as well as other service desk solutions in the past. JIRA holds its own against any one of them.

Other Software Used

Adobe Acrobat DC, Autodesk Inventor, AutoCAD 360

Likelihood to Recommend

This works well in our mid-sized organization. It does a perfect job keeping track of all of our tickets and assets. I haven't had any issues with the software at all besides it needing an occasional restart.

JIRA Rules!

Overall Satisfaction with JIRA Service Desk