2019-06-23T09:40:00Z

What is your primary use case for JIRA Service Management?

Julia Miller - PeerSpot reviewer
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PeerSpot user
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42 Answers

Francesco Fiorentini - PeerSpot reviewer
Real User
2024-03-01T13:34:09Z
Mar 1, 2024

We are using JIRA Service Management for change of management.

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Shambuling-Doni - PeerSpot reviewer
Real User
Top 10
2023-11-22T07:26:10Z
Nov 22, 2023

We use Jira Service Management (JSM) to manage tickets. It enables us to track, monitor, and manage user requests from initiation to resolution. We use it for the end-to-end process. We can add comments, and close requests., so our primary use case for JSM is ticketing.

Bhavneet Kaur - PeerSpot reviewer
Real User
Top 10
2023-07-24T10:21:39Z
Jul 24, 2023

I use Jira Service Management for product development. Jira Service Desk is largely for handling customer queries and internal ticket management. It helps us with any IT-related requests and also allows customers to submit feedback for the product. So that's how we use Jira Service Management.

Khalid Qureshi - PeerSpot reviewer
Real User
Top 5Leaderboard
2023-07-21T07:48:00Z
Jul 21, 2023

We use the product for our procurement processes and our service desk. We use it for our different teams working on the development side for smaller projects, as well as capital planning. We have the solution deployed on-prem and on the cloud. We have only one team on the cloud and about 35 teams working on-prem.

Rohit Nagar - PeerSpot reviewer
Reseller
Top 10
2023-07-19T07:41:51Z
Jul 19, 2023

JIRA Service Management was used strictly for our client's IT services in my company. Nowadays, the tool caters to business needs, HR, and administrative purposes, including the payroll aspect of my company's clients. The application has taken a different turn by allowing for managing certain relevant business needs as well.

Anuj-Kataria - PeerSpot reviewer
MSP
Top 5Leaderboard
2023-04-12T13:04:23Z
Apr 12, 2023

We are a services-based organization providing software services to our customers.

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Joe Dede - PeerSpot reviewer
Real User
Top 10
2022-12-23T11:50:52Z
Dec 23, 2022

We are using Jira Service Management along with a series of other tools. We use it primarily for developing our knowledge management and for scaling our service-level agreements management.

Dina Elmowafy - PeerSpot reviewer
Real User
Top 20
2022-11-14T14:18:17Z
Nov 14, 2022

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

Mariano Galan - PeerSpot reviewer
Real User
Top 10
2022-11-11T14:50:12Z
Nov 11, 2022

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.

GA
Real User
Top 20
2022-11-08T10:46:05Z
Nov 8, 2022

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.

DA
Real User
Top 20
2022-10-20T16:04:00Z
Oct 20, 2022

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.

Vijaya Shanmugam - PeerSpot reviewer
Real User
Top 10
2022-10-03T16:14:10Z
Oct 3, 2022

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.

Khalid-Mehmood - PeerSpot reviewer
Real User
Top 5
2022-09-30T20:27:55Z
Sep 30, 2022

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.

AbhishekSingh10 - PeerSpot reviewer
Real User
Top 5
2022-09-16T14:08:58Z
Sep 16, 2022

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.

Sai Durga - PeerSpot reviewer
MSP
Top 5
2022-08-01T13:50:25Z
Aug 1, 2022

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.

JK
Real User
Top 5
2022-07-15T17:27:00Z
Jul 15, 2022

We use it to track software development projects.

VijayS1 - PeerSpot reviewer
Real User
Top 5Leaderboard
2022-06-22T17:29:00Z
Jun 22, 2022

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.

KK
Real User
Top 5Leaderboard
2022-06-07T13:07:03Z
Jun 7, 2022

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.

FA
MSP
Top 20
2022-05-03T10:41:52Z
May 3, 2022

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

RL
Real User
Top 5
2022-04-11T18:24:13Z
Apr 11, 2022

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.

Antonio Biviano - PeerSpot reviewer
Consultant
2022-03-11T07:14:37Z
Mar 11, 2022

ITIL Service Management - Multi National Service environment

JM
Real User
2022-02-16T18:28:52Z
Feb 16, 2022

We are end-users of this product. We use JIRA Service Management as a ticket logging tool for our service desk.

Sergius Nkomadu - PeerSpot reviewer
Reseller
2022-02-09T22:21:31Z
Feb 9, 2022

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.

HD
Real User
2022-01-04T20:53:00Z
Jan 4, 2022

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.

AK
Real User
2021-12-27T20:16:00Z
Dec 27, 2021

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.

MF
Real User
2021-12-22T18:46:00Z
Dec 22, 2021

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.

VH
Real User
2021-09-11T03:42:38Z
Sep 11, 2021

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.

AM
Real User
2021-08-06T16:56:08Z
Aug 6, 2021

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

JZ
Real User
2021-07-14T12:13:24Z
Jul 14, 2021

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.

MA
Real User
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.

LK
Real User
2020-09-10T07:35:35Z
Sep 10, 2020

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

AS
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.

AA
Real User
2020-09-06T08:04:28Z
Sep 6, 2020

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

SB
Real User
2020-08-13T08:33:00Z
Aug 13, 2020

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

PR
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.

ST
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.

MR
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.

EM
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.

AS
Real User
2019-09-15T16:43:00Z
Sep 15, 2019

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

YK
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.

BA
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.

SK
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.

JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by: 1. Accelerating the flow of work between IT teams, development teams, and business teams 2. Empowering teams to deliver their service more quickly 3. Bringing visibility to their work Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline...
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