2019-05-16T06:50:00Z
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
  • 0
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What is your primary use case for JIRA Service Desk?

How do you or your organization use this solution?

Please share with us so that your peers can learn from your experiences.

Thank you!

15
PeerSpot user
15 Answers
MA
Director of ERP Systems at Clesen Wholesale
Real User
Top 5
2021-04-01T21:45:35Z
Apr 1, 2021

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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LK
Vice President Digital Strategy & Executive Delivery at a tech services company with 51-200 employees
Real User
2020-09-10T07:35:35Z
Sep 10, 2020

I'm the vice president of digital strategy and executive delivery.

Attila Salanki - PeerSpot reviewer
Consultant at Lupus
Consultant
2020-09-08T09:10:02Z
Sep 8, 2020

We are using JIRA for accessing our help desk when other companies have problems with programs and to let them login when somebody needs to create a new ticket.

Ahmed  Abdelwahab - PeerSpot reviewer
Corporate Performance Lead at a tech services company with 501-1,000 employees
Real User
Top 10
2020-09-06T08:04:28Z
Sep 6, 2020

We implemented workflows for incident management, interaction management, and problem management.

SB
COO at a computer software company with 51-200 employees
Real User
Top 10Leaderboard
2020-08-13T08:33:00Z
Aug 13, 2020

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

PR
Project & Delivery Manager at a comms service provider with 10,001+ employees
Real User
2020-06-28T08:51:00Z
Jun 28, 2020

The primary use case is for support. I open, support, and service a request. There is also some follow up with the activities.

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Satyadeo Thakur - PeerSpot reviewer
Lead Consultant at Enquero Inc
Consultant
2020-06-21T08:08:07Z
Jun 21, 2020

We're a service provider. We implement the solution for our clients. Typically clients use Jira more around incident reporting management and resolution of queries, or SLA management. Then, sometimes, they need a range of compliance SLS's such as knowledge management.

MohammadRanjbar - PeerSpot reviewer
IT Manager at Razi Insurance
Real User
2019-09-19T08:39:00Z
Sep 19, 2019

One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers. It helps us shape it for our project management workflow. We are a software development team, a software company. Internally, we also use Microsoft Team Foundation, or TFS, for our development team, while we use JIRA Service Desk for our contact points. We use JIRA for the CRM and Microsoft Team Foundation for internal use.

Ahmed Shehata - PeerSpot reviewer
IT Quality Section Head at Saudi Public Transport Company JSC
Real User
2019-09-15T16:43:00Z
Sep 15, 2019

I'm primarily trying to use the solution as an IT Service Management solution.

Eman Masalmeh - PeerSpot reviewer
Quality Engineering Lead at a computer software company with 51-200 employees
Real User
2019-09-15T16:43:00Z
Sep 15, 2019

The primary use case for this solution is project management. The deployment model we used was cloud-based. Depending on the project your deployment model would be using a hybrid cloud or a private cloud.

Yaser_Kazerooni - PeerSpot reviewer
Agile Couch at Fusoft
Real User
2019-09-11T10:12:00Z
Sep 11, 2019

JIRA Service Desk is used as a support solution with the support team to manage support service delivery to customers. I coached a big banking company using JIRA Service Desk to record customer incidents that require support. With the product, we have two different layers of incident management. Level one is for the call center and level two is for the agents who repair or try to resolve the incident using a software team. If their team can't resolve the problem, we create particular bug issues in JIRA software, and the development team creates a plan to correct the issue and confirms the experience in order to provide a resolution. The issue is returned back to layer two, and layer two discusses the problem with layer one. After that, layer one speaks to the customer and explains the status of the problem.

BasharatAhmed - PeerSpot reviewer
Product Manager at Hashmove
Real User
2019-09-08T09:50:00Z
Sep 8, 2019

The primary use case of this solution is for storing project data on the cloud. The deployment model we are using is on the cloud.

Stephen Kane - PeerSpot reviewer
Technical Solutions Consultant at a tech services company with 51-200 employees
Consultant
2019-06-23T09:40:00Z
Jun 23, 2019

One of the primary things we use JIRA for is the Kanban Board feature. We use it for managing our projects and issues as well as accountabilities within the company. We have a homegrown — I suppose you could call it a Six Sigma type — approach. We identify the six main projects and the six areas where you can make the biggest difference within the company. Then we identify six projects that we're going to work on within those areas. We use the Kanban Board extensively. We use the Confluence facility on the backend. Really, we use Confluence and JIRA both together: Confluence for global planning and JIRA for issue and project management.

MandlaMbonambi - PeerSpot reviewer
Founder and The Craftmaster at a tech services company with 1-10 employees
Real User
2019-06-11T11:10:00Z
Jun 11, 2019

We primarily use this product to log issues that require investigation or solutions.

EL
Senior Manager at a retailer with 5,001-10,000 employees
Real User
2019-05-16T06:50:00Z
May 16, 2019

We use this solution as a help desk. It's a place where the users upload tickets related to a new project, new ideas, new incidents, and things like that.

Related Questions
Feb 18, 2020
I have experience working in the education sector.  We are currently evaluating ServiceNow and JIRA Service Desk. What are the differences between the two products in terms of purchase and maintenance costs?  Thanks! I appreciate the help.
2 out of 6 answers
DS
Head of Channel Sales with 51-200 employees
Dec 31, 2019
I don’t know the answer, but I assume JIRA will be significantly less money.
JV
Founder & CEO with 201-500 employees
Jan 1, 2020
JIRA Service Desk gives you a better monetary deal.
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
Nov 14, 2022
Hi, We all know it's really hard to get good pricing and cost information. Please share what you can so you can help your peers.
2 out of 30 answers
Ahmed Shehata - PeerSpot reviewer
IT Quality Section Head at Saudi Public Transport Company JSC
Sep 15, 2019
When we bought the solution, I recall there was one license option limited to 50 users. There is an enterprise version as well.
MohammadRanjbar - PeerSpot reviewer
IT Manager at Razi Insurance
Sep 19, 2019
Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free. It's uncomfortable, but because we don't have any laws about copyright, we must do it. We also do this with other products, like Microsoft's for example. We usually get them free. We have no problem using the full feature set free.
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