Item: Jira Service Management
Rating: 8
Author: Rob Domenico

Use Cases and Deployment Scope

We use Jira Service Desk in two departments: CS Client services and DevOps IT. This enables technicians and developers to add and track support issues internally (IT DevOps ) and external Client Services usage. Either way the seamless integration with products like Bamboo, for development life-cycles, and Confluence for a portal and Wiki, makes this a good fit for our organizational needs.

Pros and Cons

Easy setup
Tight integration

Need more wizards
Proxy setup for multiple sites on same box

Return on Investment

Very cost-effective, especially if you have your own systems
Low cost per user license packs for Confluence/Jira

Alternatives Considered

Compared to other products I have used, like, Fresh Desk Service or Manage Engine it has more features included per user and technician (others may require a license for each type). Portal setup can be integrated to the Confluence Portal for easy access to Jira for service calls and help-desk features at the same company portal location.

Support Rating

Just on ease of setup and how reliable once licensed and setup, the product works quite well. If it's the help report systems it HAS to be up and online. Support is something we purchase along with the license renewal, but luckily I have not had to use it much once up and going.

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?

Yes

Would you buy Jira Service Management again?

Yes

Other Software Used

Bamboo, Atlassian Confluence, Apache Subversion

Likelihood to Recommend

I like the fact that this is offered as a cloud Jira app on Atlassian's site so no worries for maintaining local hardware equipment. Also the fact that you can still choose to run on your own server (local or in cloud). The Jira Service Desk can be completely controlled by placing servers in AWS cloud and bring your own license for control of users/services completely on your own equipment.

Jira Service Desk Review

Overall Satisfaction with Jira Service Desk