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

Overall Satisfaction with Jira Service Desk

Use Cases and Deployment Scope

Jira Service Desk is being used by several organizations across the company including Engineering, Security, IT and HR. It’s leveraged to track “to-do” tickets related to various company processes. It’s helped us streamline our operations and ensure no ball is ever dropped regardless of how much is going on.

Pros and Cons

Pros

Track tickets for IT help desk, customer service inquiries, engineering software code changes, HR related tickets and more.
Drive accountability by having clear due dates and ownership across the company.

Cons

More updated/user friendly-user interface.
Better integration with other company software.

Return on Investment

More transparency into company process health.
More ownership/accountability across the company.

Alternatives Considered

Asana

I’m not aware of a direct competitor to Jira other than Asana which is more of a project management tool. For medium size companies and larger I recommend Jira.

Support Rating

Our company has been happy with Jira support and used them for several years. No issues here.

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

Likelihood to Recommend

Well suited for medium to large scale companies who want to manage tickets across various organizations in an efficient and robust manner. Not so great for small scrappy teams as it can add too much overhead that is not worth the investment.

Jira Service Management Feature Ratings

Comments

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