JIRA Service Desk Review

​Allows customized processes for our service contracts

What is our primary use case?

Service Desk and implementing typical ITIL processes (change, incident, problem, support management, etc.).

How has it helped my organization?

  • Allowing customized processes for our service contracts.
  • Reporting and easy export to Excel spreadsheets, or similar.

What is most valuable?

  • Code available
  • Emails for groups
  • Usability 
  • Bang for the buck (in small and mid-size organizations)

What needs improvement?

  • SaaS version for large organizations (more than 2000 users) is not available.
  • Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS.

For how long have I used the solution?

One to three years.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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