What is most valuable?
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.
How has it helped 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.
What needs 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.
For how long have I used the solution?
What was my experience with deployment of the solution?
No, deploying JIRA in our VM environment was not a problem.
What do I think about the stability of the solution?
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.
What do I think about the scalability of the solution?
We did have some limitations but that was not an issue after 4.4 when the ticket limit was doubled.
How are 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.
Which solution did I use previously and why did I switch?
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.
How was the initial setup?
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.
What about the implementation team?
In-house. Two of use spent time learning the tool and implementing it in our area first and then across the University.
What was our ROI?
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.
What's my experience with 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.
Which other solutions did I evaluate?
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.
What other advice do I have?
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.