Item: Jira Service Management
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use JIRA across our organization for ticket tracking. There are multiple teams who use it in addition to us. I have also used JIRA at past companies to track change management and overall projects. JIRA solves the problem of keeping track of work that needs to be done instead of trying to keep a checklist or email requests.

Pros and Cons

Linking of tickets - Keep related tickets tied together to review later.
Tracking of projects - In addition to linked tickets, they can also be associated with an overall larger project.
General service requests - Easy to use system for day-to-day work tasks.

Administration can be tedious.
"Overly" customizable which can lead to problems with too many issue types.
Pulling data into dashboards can be difficult due to how unforgiving the specified parameters can be.

Return on Investment

When we switched to JIRA, people were more likely to update service requests due to ease of use.
Dashboards for aged tickets lead to a lowered time-to-close measurement.
Better documentation of related tickets and projects.
Linking process documents to tickets for team members who haven't performed a specific task before.

Alternatives Considered

ServiceNow

ServiceNow has many of the same features of JIRA. Teams within the organization use both ServiceNow and JIRA, but we primarily use JIRA. We chose JIRA because it seemed easier to set up the linking of related tasks and projects together, but other teams have said the same thing about ServiceNow. I believe that with most ticketing systems, the way the administrator sets up the processes is the biggest factor in being successful in using the product.

Support Rating

I have only engaged JIRA customer support one time. The agent listened to my problem and I received a call back with one of their support engineers in less than an hour. They were able to link me to a document in a knowledge base that solved my problem but made sure to walk through the issue with me until it was fixed.

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?

I wasn't involved with the selection/purchase process

Did implementation of Jira Service Management go as expected?

I wasn't involved with the implementation phase

Would you buy Jira Service Management again?

Yes

Other Software Used

BrightSign, Atlassian Confluence, Workday Cloud Platform, Zoom, PagerDuty, OpsGenie

Likelihood to Recommend

JIRA is one of the best ticketing systems I have used. It's easy to navigate as a user and, if the administrator is diligent and careful, it can be fine-tuned to fit the companies specific needs. I do not think JIRA is good to be used for the tracking of change management.

Easy to use and highly customizable

Overall Satisfaction with Jira Service Desk