JIRA Review

TAM helps us with understanding the limitations of tools, suggested sizing and approach for operation teams.

Valuable Features:

The features of the Technical Account Management (TAM) which have been most valuable for us are understanding the limitations of tools, suggested sizing and approach for operation teams, and suggested approaches for onboarding and educations.

Improvements to My Organization:

The TAM provided good insight as to how we can more effectively perform troubleshooting, and scale down operational costs.

Room for Improvement:

Co-location. Working out times with someone on the West Coast is painful. Also more ROI material. Big blue can spin out ridiculous documents that executives love as to why spending millions of dollars on IBM will somehow make us richer.

Deployment Issues:

The TAM was able to assist us with issues we had involving deployment.

Stability Issues:

It was a struggle with TAM vs. Premier but eventually we were able to address some stability issues. We had an app crashing every other day for several weeks before it got the attention we thought this contract would bring.

Scalability Issues:

In terms of the TAM and scalability the only issue was just an upsell to datacenter really. But the TAM is helping look at forecasting triggers etc to understand the need for more instances. It is really difficult to get any sizing recommendations for horsepower though. The feedback is “well every customer is unique, so it’s difficult to say” and push to Premier Support for that.

Previous Solutions:

A few mismatched tools. The Atlassian ecosystem has tools that do one function very well, but pull together nicely as a platform. Would like more consistent navigation and provisioning integration though like what is seen in On demand/cloud offering.

Initial Setup:

We had setup well before the TAM agreement. Pretty straightforward other then lack of sizing recommendations across the board.

Other Solutions Considered:

Yes, TeamCollab, Home grown tools, Redmine, Jenkins, XLDeploy, Jazz/BuildForge and RTC. RTC and XLDeploy/Jenkins combo is still widely used and seen as an internal competitor.

Other Advice:

I would recommend buying premier support for half the price and training your folks internally. It’s really not at all what we felt was advertised.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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