Item: Jira Service Management
Rating: 7
Author: Michael Eberhard

Use Cases and Deployment Scope

We use Jira to set up service tickets in the IT department and track inbound calls and requests. Field personnel are also able to open Jira tickets directly in order to request assistance or notify the help desk of issues. We also use Jira to keep track of large projects (equipment rollouts, network upgrades, among others).

Pros and Cons

Allows field personnel to create their own tickets without having to call in to the help desk
Allows us to easily send updates to requesting parties.
Easy to transfer ownership of the ticket to other staff.
Easy to use with other Atlassian products.

The search function is REALLY bad! We had to come up with a formulaic filter to search by a certain field and if that field is not filled out on a ticket, it doesn't find it.
You have to completely enter a ticket before you close the ticket, even if you resolve the issue right away.
The entry process is tedious so it is hard to enter information on a ticket while you are talking to a customer on the phone.
No Integrated Knowledge base
No customer access through social media channels
No on-the-fly field changes allowed by staff

Return on Investment

Improved service agent productivity
Better tracking of ticket/problem resolution
Customer satisfaction rating from reporting parties has increased 20% in first 3 months

Alternatives Considered

SysAid

Jira is easier to use and holds service agents more accountable due to reporting and tracking tools that are available. It connects better with other products that other departments are using to track programming changes, etc., giving management a single pane of glass to see how things are progressing.

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?

I wasn't involved with the implementation phase

Would you buy Jira Service Management again?

Yes

Other Software Used

Microsoft 365 (formerly Office 365), VNC Connect

Likelihood to Recommend

I think it works well for large groups of techs. It also takes a while to set up and the set up can be cumbersome. For example, you will think that you have all the Components added that you need to track and then you have one that hasn't been listed and you cannot add it yourself. It is not quick entry so if you have a really high volume of calls, etc, I could see where it would be hard to keep everything logged. That being said, it is highly customizable so you can really track lots of different things.

Jira helps keep your team organized

Overall Satisfaction with Jira Service Management (Jira Service Desk)