Item: Jira Service Management
Rating: 8
Author: Glenn Burnside

Use Cases and Deployment Scope

We started using Jira Service Desk mostly for equipment purchasing requests, but since then, it's grown to be a key mechanism in how our team members ask for support between teams and departments. We have service desks for IT, HR, Accounting, Marketing, Sales, and Service Delivery work requests now. It's become an integral part of how we initiate and track work to completion.

Pros and Cons

Easy Requests for Work
Streamlined progress updates and requests for more information.

Creating new Request Types is time-consuming and usually requires expert intervention from our IT team for everybody's desk instances.
When work items are incomplete for long periods, nothing triggers extra alerts or notifications to management without them polling for it.

Return on Investment

Reduced instances of lost or incomplete work requests
Raised visibility of systemic issues needing attention at a more preventative level

Alternatives Considered

Zendesk and ServiceNow

We selected Jira Service Desk because we were already Jira users, and the price point was easy to absorb. Our experience as Jira administrators made it easy to customize Jira Service Desk to our needs.

Support Rating

Atlassian support is pretty thin and transactional - when we have issues, we know we're just putting our issue in the hopper and hoping it gets looked at. Most support seems to happen in another time zone, so it's typical for us to log an issue with their support team and not hear back until somewhere in the middle of the night.

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

Atlassian Confluence, G Suite, Visual Studio IDE

Likelihood to Recommend

Getting internal service desk help interfaces set up quickly. As long as you're willing to opt into the built-in issue types and request types, then set up and usage is straightforward.

A Solid Product for internal-use Jira Service Desks across Departments

Overall Satisfaction with Jira Service Desk