JIRA Service Management Primary Use Case

Director of ERP Systems at Clesen Wholesale

We are using it for internal issues related to our ERP system. We are tracking these issues and, more importantly, linking them to development tasks. So, if we've written an extension and there is a bug, and somebody opens a help desk case with it, we can link it directly to a bug ticket in Jira. We then know when this bug is fixed.

We are cloud-based, so we are always on the latest version.

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AbhishekSingh10 - PeerSpot reviewer
Program Lead at PureSoftware Ltd

Jira Service Management was a plugin and was not a completely different tool. Earlier, it was just a plugin for regulation. Later, they introduced it as a different tool. Earlier it was known as Jira Service Desk, and now they introduce it as Jira Service Management, a different tool.

If you have a product-based organization, then people used to use it for interacting with the client and getting the requests from the client. If it's internal, there could be a Help desk, IT service desk, or finance service desk, wherever you have to exchange the request between agents and the user base. You have to pay the license only for the agents, not all users. People can create their tickets free of cost. There, you get the portal, and any number of users can create their tickets, and only agents need a license to resolve their tickets and work on their tickets.

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Sai Durga - PeerSpot reviewer
Sr.Software Engineer at Xoriant

On a daily basis, we're working on migration activity. Apart from the migration activity, we're working with the modifications and workflows for particular people who need to approve activities - those who are doing user management and customization. We are doing some scripts on the create screen as well. Whenever there is an approval, it may require setting some features that hide things automatically or some features that need to be filled automatically. We have Lambda in the AWS. In Lambda functions, all the fields in JSON format need to be triggered in Jira. 

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Buyer's Guide
JIRA Service Management
November 2022
Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: November 2022.
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Bary Reyes - PeerSpot reviewer
Technical Project Lead, Agile Coach, IT Educator at Asia Pacific College

We are using it for IT service management and business process management. We are using it for the help desk to handle all internal requests. We have its latest version.

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QA Engineer at Kominiti

Our primary use case for this solution is project management. We use it to record some of our tasks and follow up with our developers to ensure they complete assigned tasks. It is cool and user-friendly. It is easy to navigate and understands most of its functionalities. Additionally, we use it to review developers' tasks and tasks assigned to the QA team from JIRA Service Management to run checks. When we're done with the checks, we do our reports on it, and the project manager can view what has been done. It is a very cool tool, but I didn't work with it for long before I moved to Microsoft Azure Dev Tools.

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Manager at GMX

Currently, I'm not working with an organization that is using Jira, but my previous clients have used it. The last client had 15,000 licensed users, of which about 7,000 or 8,000 were active. I'm not sure how many of those were using it on a daily basis, but I'm guessing it was about a third.

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Founder at Solvitech

Most of the use cases were finding solutions to customer problems and SLA cases. We worked with customers on some cases like call centers and with some companies who would like to solve their customer's problems. We also worked with the banking industry and insurance industry.

I have worked at OBSS, which is one of the biggest software companies in Turkey. They were also one of the Atlassian Solution Partners in Turkey. I recently left that company.

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Head of ALM at a tech services company with 1,001-5,000 employees

My clients use Service Management for general ITSM ticketing. They typically use Jira internally for providing help desk services to other departments, but one of my customers uses it for his customers, like external websites, etc.

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Sr Associate at a maritime company with 501-1,000 employees

One use case is to communicate with customers. We have a lot of customers who are facing issues with products and they can raise the request from the customer portals. Internally, we'll also use it for the IT team and the Jira team. If any configuration changes or any new projects need to be created, or any configurations to be implemented, et cetera, we have a service management project and they will raise their tickets.

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IT Director at a real estate/law firm with 1,001-5,000 employees

The solution is mainly used for testing the product. It's for managing the team and the BI team among others.

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Vanessa Hodges - PeerSpot reviewer
Platform Scrum Master at a comms service provider with 5,001-10,000 employees

Our primary use case is for customer service and customer requests. We also use it to set SLAs and as a general help desk. We are customers of Jira.

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Saifallah Chakroun - PeerSpot reviewer
IT Manager at MTF Industriel

I use the IT help desk Level One to manage tickets.

In Jira, when a client creates a ticket, I read the ticket, then I respond to the ticket. After the problem is solved, I assign the ticket to me. 

If the problem is not solved or harder than Level One, I escalate it to Level Two so that level two can handle the problem.

In my role, I get tickets from people, then try to solve them. If I solve it, I assign it to me. If not, I escalate it to someone with better knowledge than me. That's it, my role. I handle some phone calls as well.

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Service Delivery Manager at a tech services company with 201-500 employees

We are end-users of this product.

We use JIRA Service Management as a ticket logging tool for our service desk.

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Carlos Ãgueda - PeerSpot reviewer
Performance and Governance Manager at a computer software company with 201-500 employees

We use this solution for support for our projects.

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Director at a financial services firm with 1,001-5,000 employees

In our bank, we use a partner company who develops software for us. They use Jira for the developer portion to track issues, or bugs, that need to be fixed on the software development life cycle. 

We have two teams, one is the development department which includes developers and business analysts who use Jira to track and develop issues within their own team and a third-party consultant. The other is the audit team who is using Jira to track their audit findings and follow-up.

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Sergius Nkomadu - PeerSpot reviewer
Managed Service Specialist at a tech services company with 201-500 employees

We've been using Jira for its services and for analysis. We're now re-evaluating, comparing it with other products and assessing whether it's among the top IT services. I'm very, very familiar with it, but will throw it open to my colleagues who will take a look at it from a different perspective and see whether we need to make a change. We are product resellers and provide consumer services. I'm a freelance managed service specialist.

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VijayS1 - PeerSpot reviewer
Head of digital transformation at Maantic

We are using Jira Service Management for our internal platform. Most of our drive implementation and usage is around service management.

Internally, we are using the solution for tracking. We also use the solution for our external vendor tracking and support. For example, we have automation copies to track their requests.

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Mariano Galan - PeerSpot reviewer
Responsible of the ALM/Atlassian business line at Sistemas

We use this solution for ITSM solutions including for our help and service desk for user support ticketing and incidents. There are several use cases for this solution and its usage depends on the kind of the company.

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CEO Executive at Spider Technology

We are a software development company with 80 users. As part of development, we track the sprint to see if all the storyboards are complete and development completion. We notify the development team about change requests or incidents using JIRA Service Management.

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Julie Kent - PeerSpot reviewer
Lead Modeling & Simulation Engineer at Mitre

We use it to track software development projects.

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Vijaya Shanmugam - PeerSpot reviewer
Gateway UAT Lead at a educational organization with 51-200 employees

We use Jira to track support incidents, which take a different route than incidents that occur within the project. The workflow has been configured so that tickets raised in Service Management are prioritized based on severity and the SLAs. After that, it gets assigned to the owners. We use it mainly for production issues.

We have around 40 users. Some are business IT, but members of the operations and BAU teams also use it. A few of the higher-level management use it, too. 

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Dina Elmowafy - PeerSpot reviewer
Atlassian Technical Lead at VIDSCOLA

I implement JIRA Service Management for customers. The solution is used for IT Service Management.

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Senior Manager in IT enabled Change at a tech services company with 51-200 employees

We are using Service Management for the ticketing for our IT Help Desk. We are a government organization and I'm a senior manager.

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Manager at a comms service provider with 1,001-5,000 employees

I'm working with a new organization, and we're considering going with Jira. First, we wanted to show the management, the features, and what options the competitors offer as well. Then we'll be moving forward.

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IT Test Manager at a transportation company with 10,001+ employees

We are only using JIRA Service Management for a limited amount of use cases.

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NagarajuPadidam - PeerSpot reviewer
Senior Director at DTN

I mainly use JSM to pick solutions for customers, for email to case, and for self-service tickets.

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Director of operations at a computer software company with 1,001-5,000 employees

We are primarily using it for service management, which includes incident management, change management, etc.

I'm not sure if we are using its latest version, but I would expect so.

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Sr. Manager - Global Systems Manager at a paper AND forest products with 1,001-5,000 employees

Our service desk is completely automated using Jira for everyone in the organization. If they have any issues with hardware, software, an application or login credential, they raise a ticket and then it goes to the service desk. We also use Jira to raise bugs and manage projects for clients. 

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Manager (AWS Operations) at a tech services company with 10,001+ employees

We are using JIRA as a ticketing tool.

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Regional Manager at AKC Enterprise Ltd

We are using JIRA Service Management for many operations. Our organization is a call center and we use it for fixing phones, adding phones, fixing the CRM, faults or bugs on a website, bug-related reports, network issues, and VPN.

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David Sandoval - PeerSpot reviewer
Senior Functional Analyst at a computer software company with 201-500 employees

We implement this solution for service management, e.g. for internal requests. If a user has a new hardware or a new internal requirement, that user will create a ticket that will be assigned to a department and correspond to our people, and then they try to swap support.

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Khalid-Mehmood - PeerSpot reviewer
Program Architect - Service Quality at Afiniti.com

We use JIRA Service for our help desk, our procurement processes, and for our financial approvals. We also use it for our technical team collaboration with lines. I'm a program architect.

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Operations Team Lead at a tech vendor with 201-500 employees

Our product lifecycle management is done in JIRA Service Management. All the daily BAU tasks are tracked in JIRA Service Management on the Sprint device.

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Antonio Biviano - PeerSpot reviewer
Senior Consultant at FinXL IT Professional Services

ITIL Service Management - Multi National Service environment 

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Sysadmin at a tech services company with 201-500 employees

We use this product for our IT service desks. We are resellers and I'm head of corporate projects.

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Project Manager at a tech vendor with 10,001+ employees

We use this solution to track the work of different team members and to ensure that project tasks get completed. They get assigned tickets relating to those project tasks and and a deadline by which they have to complete the tasks. As they make progress, they update each task in the Jira ticket and this keeps everyone in the loop about their progress.

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COO at a computer software company with 51-200 employees

We are using Jira Service Desk for supporting both internal and external clients. 

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AshishAjmani - PeerSpot reviewer
Business Leader - RPA, AI, Blockchain at a tech services company with 51-200 employees

We use JIRA Service Management for internal product development. We use it as a ticketing tool, for issues and bugs, for user storage, etc.

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Gaurav Chauhan - PeerSpot reviewer
Product manager at Indusface

Our primary use case for the solution is the management of backlog and prioritizing tasks for the team. We deploy the solution on cloud.

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Buyer's Guide
JIRA Service Management
November 2022
Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: November 2022.
655,711 professionals have used our research since 2012.