Getting our Service Desk out of a system of stored emails and into a ticket system where we can queue, assign, track, report, and store knowledge has been great for us.
Improvements to My Organization
JIRA was our first experience with ITSM implementation. It allowed us to reduce the amount of tools we were using, standardize our procedures, and measure our work. This allowed us to show the need for additional staff resources, additional training, track our busiest times and prepare for them.
Room for Improvement
Administration: JIRA administration is not as efficient as it should be. JIRA is aware of many relationships but doesn't bother to show them to you on the admin side. Example. JIRA knows what roles I'm using for a project because they are listed in the permission scheme. Rather than just showing me the roles listed in the scheme it will show you every role in the database. This makes the page load slowly and is frustrating to scroll through. There are many other examples of this same function for administrators.
Use of Solution
No, deploying JIRA in our VM environment was not a problem.
We did have some issues with stability in the beginning. We were pushing the ticket limit is 4.1 and it caused some issues. We later tested the High Availability Clustering and the archival tools for this which were very nice and did work, but were to expensive at the time.
We did have some limitations but that was not an issue after 4.4 when the ticket limit was doubled.
Customer Service and Technical Support
Customer Service: Customer service has not been helpful but I have not minded since the wiki documentation and Atlassian Answers forum have been great. The developers I have done beta testing for have also been great. They are good about using your feedback as they design.Technical Support: The wiki and forums are wonderful. I get all my answers from those two sources. Talking to a customer representative has not led to anything useful.
We had a system called EPIC that we had created in house and did not have the functions and capabilities JIRA had. JIRA was also a more cost effective solution.
I did have complexities in the beginning and again as I was scaling but they were not the tool as much as establishing efficient shared processes and procedures.
In-house. Two of use spent time learning the tool and implementing it in our area first and then across the University.
In dollars, nothing. We are not charging to use our implementation. In employee resources, project planning, training, staffing, process efficiency, a lot. It would be hard to say the actual cost.
Pricing, Setup Cost and Licensing
Our original cost was about $2000 for our licenses and hosting costs to get started. We are currently paying about $6000 dollars per year for our current installation.
Other Solutions Considered
We tested three or four other options including, BaseCamp, Footprints, Drupal, and a lite version of BMC. We were a small area at the time and JIRA's combination of cost model and function won.
This is a very cost effective application if you are looking to do application development, incident management, request fulfillment, problem management, knowledge management, or project tracking at a low maturity.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Aug 31 2014