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

Use Cases and Deployment Scope

JIRA is being used by our whole organization that spans multiple departments and teams. Tasks or issues that span multiple departments or teams are easily managed by JIRA since the people involved can view updates, make comments or upload files and everyone involved will receive a notification of the update. JIRA has helped us organize tasks into projects based on departments or teams which give the ability to search and locate task effortlessly. JIRA allows us to assign and reassign the tasks so we know who needs to address the task next.

Pros and Cons

Enables you to know who needs to work on the task by allowing you to reassign it to people.
Notifies you about updates that happen on a task.
You can build templates for certain task that occur often.
Allow you to estimate work time on a task and then input how much time the task really took and then evaluate the difference to get a better idea for future tasks.

Doesn't allow the ability to close multiple tickets at a time.
The way they name parts of the project (i.e. epic, story, sprint). Sometimes it can get confusing to how they work together. There is definitely a learning curve.

Return on Investment

By having templates built is have saved our team many hours of work not having to duplicate tickets or reinvent the wheel every time.
Being able to estimate work hours for each task helps you know how many man hours you need to complete a project so you are able to put together a team and not have to put more man hours then needed
Just having one system to go to create and manage tickets and to be able to work with other departments and teams has saved us a ton of time, not to mention headaches. Not sure how to quantify it that but just having a system that works and is easy to use is invaluable.

Alternatives Considered

Hive and Pivotal Tracker

There are other systems that perform well, but we always came back to JIRA. One of the reasons is that it has companion systems like Confluence that can integrate and be used with it. Another reason is JIRA can be molded to be many things, not just project management. For us, we use it for firewall requests, change management approval, and automated tasks for employee management. While many can do a few things well, we have found JIRA to do many more things well and at the end of the day.

Support Rating

When we have had issues and need assistance, we have received the help we needed. There have been a couple of times I felt the person I talked to knew less then myself which was a little frustrating since they should be the expert. But, in the end, issues were escalated when need and issues were resolved in a timely fashion. JIRA also has great online support to help with issues. Most of the time I find I can resolve an issue without even having to contact support.

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

Aruba ClearPass, Slack, Zoom, Zabbix, Aruba Networks Wireless LAN (WLAN), Graylog, Splunk Enterprise, PRTG Network Monitor, Atlassian Confluence, Infoblox DDI, Zoom Video Webinar, Palo Alto Panorama, Palo Alto Networks Next-Generation Firewalls - PA Series, SolarWinds Remote Monitoring & Management

Likelihood to Recommend

If you are managing a project and need a way to manage different teams and assignments. JIRA is great because you can set up the project in an "epic" which can have different "stories" to break up the project into different teams or assignments then you can add a task and organize them how best would fit each team.

Another great way to use it is for expense reports like for an on-call stipend. JIRA allows you to create a template and add your upstream managers and the amount and you then can submit it and as each manager approves it the ticket move to the next person. You can use JIRA to integrate into HR systems where when an employee is marked as disabled then it kicks off multiple JIRA tasks to various teams to complete some sort of operation to complete the disable.

Take control of your tasks and projects with Jira

Overall Satisfaction with Jira Service Desk