Item: Jira Service Management
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

Jira is being used by all teams to organize projects and tasks in an easy way and to make sure we are able to prioritize and focus on the most pressing issues, but we are not losing track of the rest of the projects we have in the pipeline. It is great to make sure every task has a direct responsible individual and nothing gets lost.

Pros and Cons

The Kanban Board is very clear
The ticketing system works really well, notifications are useful.

It's a bit pricey
Needs to have more integration with Slack and other softwares

Return on Investment

It has helped us to prioritize and deploy faster, increasing ROI
Price is a bit high, increasing costs

Alternatives Considered

Trello, Cherwell Project Portfolio Management (PPM) and Zendesk

Unlike the 2 other alternatives, Jira is more complete. It is a bit harder to use, but because it has more customized and better functionalities. While other software can be used for almost everything, Jira works best for tech companies that need to work on agile methodologies and need a robust system that is flexible yet complete.

Support Rating

We have never had any issues with them. Most of the help you need you will be able to find online, but the few times we needed to contact their support team they were helpful, quick to answer and very competent with extensive knowledge about their product. I recommend them.

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

Greenhouse, DocuSign, Xero

Likelihood to Recommend

Jira is a valid alternative for projects that involve a lot of individuals. It is more complicated and complete than Trello, so it is very important to make sure that you use it for complex projects and not for tasks that can be resolved fairly quick. I recommend it for tech deploys, since the system is best suited on those scenarios.

PM like a boss

Overall Satisfaction with Jira Service Desk