Item: Jira Service Management
Rating: 8
Author: Meenakshi Kartheek

Use Cases and Deployment Scope

JIRA is being used by the help desk team as well as a tool by the business team to submit tickets related to the CRM. Specifically by the business team, (end users) who use the CRM to enhance the business and generate revenue. JIRA Service Desk has made communications easy and saves a lot of time when it comes to time lag due to emails.

Pros and Cons

Ease of navigation.
Self explanatory.

Need to change sprint status manually.
Workflow implementation is quite complex.

Return on Investment

It was a little expensive but the team got pretty agile using it.
There are a few add-ons that are a bit confusing but adding them really expands the uses of the product.

Alternatives Considered

Being a past user of JIRA has helped a lot in making a decision. When I first used it, I could learn to navigate in a day's time. I knew my way through most of the functionalities. The dashboard creation was also a piece of cake. The CRM software that we used in the team was Salesforce, being the maintenance and enhancements team for it, there was a strong inclination to use Salesforce Essentials, but we figured out that JIRA would make things easy for business owners.

Support Rating

There was not much interaction with the JIRA Service Desk support since most of us knew our way through it. But we did interact on the pricing aspects and also regarding access to users. We have our own internal JIRA support group that adds users with certain accesses when we send them an email.

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

Planview Enterprise One (formerly Planview Enterprise and Troux), Salesforce Community Cloud

Likelihood to Recommend

I have been a user of JIRA software in the past, and also a current user of Service Desk. One of the best uses for it is that it can be used in a team that is collocated and can also be used to plan sprint activity. Business owners/product owners can add their list of backlogs which will be readily available for prioritization during the refinement meeting.

One stop for all of your service desk issues

Overall Satisfaction with Jira Service Desk