Item: Jira Service Management
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use Jira as a production management tool for the development of learning products, such as e-learning modules. This tool allows us to design a production workflow for individual products that allow our teams to self-manage the work and communicate right on ticket relating to the product being developed. Additionally, we will have kanban boards showing which stage each product is in which allows developers to work on multiple products at once. By leveraging Jira in this way, we are able to manage a higher volume of development work at a faster pace.

Pros and Cons

Manageable workflow to ensure all users follow the same process.
Can ban boards for easy visual of ticket status.
Very flexible tool that can adapt to lots of different uses outside of the traditional service desk model.
Added communication tools help you get out of e-mail jail.

Navigating through issues outside of a kan ban board can be confusing and task heavy.
It's easy to clutter up the tool. It could use some easy clean up capabilities.
User interface is decent, but could use work to make it more intuitive.

Return on Investment

It has allowed us to take on a larger volume of work at a faster pace.
We have established best practices with the tool that we have taught and sold to clients.
It has allowed for further collaboration with a larger team.

Alternatives Considered

Basecamp

Jira adds a lot more flexibility and customization than many of its closest competitors. Customization comes in the form of learning how to code in their tool, which can be challenging. However, that level of customization allows you to mold the tool to fit lots of different needs. It also offers a number of integrations with supporting tools allowing for a more comprehensive and integrated work space.

Support Rating

Support is there when you need it, but not always the most responsive or timely if you are running fast projects.

Key Insights

Do you think Jira Service Management delivers good value for the price?

Yes

Are you happy with Jira Service Management's feature set?

Yes

Did Jira Service Management live up to sales and marketing promises?

Yes

Did implementation of Jira Service Management go as expected?

Yes

Would you buy Jira Service Management again?

Yes

Other Software Used

Smartsheet, Microsoft Teams

Likelihood to Recommend

It could work well as a service desk ticketing system. It is great at building out and managing a specific workflow. Using the workflow Jira can be used to manage any number of development type projects. This allows you to be strict on the steps being followed in development while turning over the management of that process to the developers. That allows for fewer hands-on project management and allows for more of an Agile approach where you focus on impediments and removing roadblocks. It's also a great tool for managers to be able to see everything that is going on without reading through hundreds of emails. Additionally, managers can quickly dive into issues and see the full history of what has gone on with a particular ticket.

Excellent workflow management capabilities

Overall Satisfaction with Jira Service Desk