JIRA Service Management Primary Use Case

MA
Director of ERP Systems at Clesen Wholesale

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.

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Shambuling-Doni - PeerSpot reviewer
Sr Manager IT at L&T Technology Services

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. 

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Anna Virtsan - PeerSpot reviewer
IT Project Manager at UkrSibbank

We needed a centralized, user-friendly, and admin-friendly system for our help desk. We had multiple systems and teams that needed to be deployed for this system. For example, we had a development system, a first-line help desk team that was available 24/7, and an escalation process. The first line, second line, and third line might be a local partner or so. We even automated the process for the external partner of our company. So when our first line escalated to the second line of support and the second line couldn't resolve the issue according to the process, it went to the partner. And the partner saw all the history on the tickets. It was a really nice solution.

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Buyer's Guide
JIRA Service Management
March 2024
Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.
Joe Dede - PeerSpot reviewer
Director at EMSOURCE

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. 

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Sai Durga - PeerSpot reviewer
Sr.Software Engineer at Xoriant

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. 

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II
IT Support Manager at MAF Retail

We use JIRA Service Management for any issue coming into the store and have four escalation levels. We're also using the solution for KPIs, both in the cloud and on-premise deployments, but in the server version, there are more add-ons, such as the SLA and dashboard features.

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AbhishekSingh10 - PeerSpot reviewer
Program Lead at PureSoftware Ltd

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.

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NagarajuPadidam - PeerSpot reviewer
Senior Director at DTN

I mainly use JSM to pick solutions for customers, for email to case, and for self-service tickets.

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Khalid Qureshi - PeerSpot reviewer
Program Architect at Afiniti.com

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.

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DA
Manager at GMX

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.

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Rohit Nagar - PeerSpot reviewer
Pre-Sales Solution Engineer at Amrut software pvt ltd

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.

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it_user810093 - PeerSpot reviewer
Director at a tech services company with 1-10 employees

Optimizing the IT and support departments to handle tickets without "going under" in the amount of work that they are doing by organizing the most important and urgent things first.

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Saifallah Chakroun - PeerSpot reviewer
IT Manager at MTF Industriel

I use the IT help desk Level One to manage tickets.

In Jira, when a client creates a ticket, I read the ticket, then I respond to the ticket. After the problem is solved, I assign the ticket to me. 

If the problem is not solved or harder than Level One, I escalate it to Level Two so that level two can handle the problem.

In my role, I get tickets from people, then try to solve them. If I solve it, I assign it to me. If not, I escalate it to someone with better knowledge than me. That's it, my role. I handle some phone calls as well.

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Bhavneet Kaur - PeerSpot reviewer
Vice President of Products at Incivus Inc.

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.

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VijayS1 - PeerSpot reviewer
Head of digital transformation at Maantic

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.

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JK
IT Test Manager at a transportation company with 10,001+ employees

We are only using JIRA Service Management for a limited amount of use cases.

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JP
Assistant Manager at NAVER Corp

Here in Korea, there's high demand for eCommerce solutions or platforms. You'll see fifty percent of products on eCommerce platforms or follow an eCommerce model. Some companies even own eCommerce platforms. For example, a clothing company wants to sell products online and uses online services. Usually, companies want to build platforms, so my company goes ahead and helps build the platforms, and Jira Service Management helps in the process.

Another use case relates to training solutions, especially with the COVID-19 pandemic. A company wants a training platform for its employees. For example, a rental company with thirty thousand service staff or installers must train employees frequently or regularly, so my company does the application development for online training solutions.

My company also uses Jira Service Management in platform-enhancing projects. For example, a company wants to enhance CRM or ERP, manage or improve hiring, do cost management, etc.

Jira Service Management is a generic solution that helps in project management and application development projects.

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Vijaya Shanmugam - PeerSpot reviewer
Gateway UAT Lead at a educational organization with 51-200 employees

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. 

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KS
Project Manager at a tech vendor with 10,001+ employees

We use this solution to track the work of different team members and to ensure that project tasks get completed. They get assigned tickets relating to those project tasks and and a deadline by which they have to complete the tasks. As they make progress, they update each task in the Jira ticket and this keeps everyone in the loop about their progress.

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RC
QA Engineer at Kominiti

Our primary use case for this solution is project management. We use it to record some of our tasks and follow up with our developers to ensure they complete assigned tasks. It is cool and user-friendly. It is easy to navigate and understands most of its functionalities. Additionally, we use it to review developers' tasks and tasks assigned to the QA team from JIRA Service Management to run checks. When we're done with the checks, we do our reports on it, and the project manager can view what has been done. It is a very cool tool, but I didn't work with it for long before I moved to Microsoft Azure Dev Tools.

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Anuj-Kataria - PeerSpot reviewer
QA Manager at Next Solutions

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

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Mariano Galan - PeerSpot reviewer
Responsible of the ALM/Atlassian business line at Sistemas

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.

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Carlos Ãgueda - PeerSpot reviewer
Operations Manager EMEA at a computer software company with 201-500 employees

We use this solution for support for our projects.

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GA
Head of ALM at a tech services company with 1,001-5,000 employees

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.

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VH
Platform Scrum Master at a comms service provider with 5,001-10,000 employees

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.

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JK
Lead Modeling & Simulation Engineer at Mitre

We use it to track software development projects.

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BR
Technical Project Lead, Agile Coach, IT Educator at Asia Pacific College

We are using it for IT service management and business process management. We are using it for the help desk to handle all internal requests. We have its latest version.

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AK
Director at a financial services firm with 1,001-5,000 employees

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.

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Khalid-Mehmood - PeerSpot reviewer
Program Architect - Service Quality at Afiniti.com

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.

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MM
Regional Manager at AKC Enterprise Ltd

We are using JIRA Service Management for many operations. Our organization is a call center and we use it for fixing phones, adding phones, fixing the CRM, faults or bugs on a website, bug-related reports, network issues, and VPN.

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HD
Founder at Solvitech

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.

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AA
Manager at a comms service provider with 1,001-5,000 employees

I'm working with a new organization, and we're considering going with Jira. First, we wanted to show the management, the features, and what options the competitors offer as well. Then we'll be moving forward.

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AM
IT Director at a real estate/law firm with 1,001-5,000 employees

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

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YK
Agile Couch at Fusoft

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.

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Francesco Fiorentini - PeerSpot reviewer
Bis Development Lead at a manufacturing company with 51-200 employees

We are using JIRA Service Management for change of management.

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MR
IT Manager at Razi Insurance

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.

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Dina Elmowafy - PeerSpot reviewer
Atlassian Technical Lead at VIDSCOLA

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

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KK
Sr Associate at a maritime company with 501-1,000 employees

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.

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RL
Sr. Manager - Global Systems Manager at a paper AND forest products with 1,001-5,000 employees

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. 

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MF
CEO Executive at Spider Technology

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.

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JZ
Director of operations at a computer software company with 1,001-5,000 employees

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.

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PR
Project & Delivery Manager at a comms service provider with 10,001+ employees

The primary use case is for support. I open, support, and service a request. There is also some follow up with the activities.

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AS
IT Quality Section Head at Saudi Public Transport Company JSC

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

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AshishAjmani - PeerSpot reviewer
Business Leader - RPA, AI, Blockchain at a tech services company with 51-200 employees

We use JIRA Service Management for internal product development. We use it as a ticketing tool, for issues and bugs, for user storage, etc.

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ST
Lead Consultant at Enquero Inc

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.

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BA
Product Manager at Hashmove

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.

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Gaurav Chauhan - PeerSpot reviewer
Product manager at Indusface

Our primary use case for the solution is the management of backlog and prioritizing tasks for the team. We deploy the solution on cloud.

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AS
Manager (AWS Operations) at a tech services company with 10,001+ employees

We are using JIRA as a ticketing tool.

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BG
Senior Manager in IT enabled Change at a tech services company with 51-200 employees

We are using Service Management for the ticketing for our IT Help Desk. We are a government organization and I'm a senior manager.

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Sergius Nkomadu - PeerSpot reviewer
Managed Service Specialist at a tech services company with 201-500 employees

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.

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DS
Senior Functional Analyst at a computer software company with 201-500 employees

We implement this solution for service management, e.g. for internal requests. If a user has a new hardware or a new internal requirement, that user will create a ticket that will be assigned to a department and correspond to our people, and then they try to swap support.

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AA
Corporate Performance Lead at a tech services company with 501-1,000 employees

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

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JM
Service Delivery Manager at a tech services company with 201-500 employees

We are end-users of this product.

We use JIRA Service Management as a ticket logging tool for our service desk.

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EM
Quality Engineering Lead at a computer software company with 51-200 employees

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.

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Antonio Biviano - PeerSpot reviewer
Senior Consultant at FinXL IT Professional Services

ITIL Service Management - Multi National Service environment 

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LK
Vice President Digital Strategy & Executive Delivery at a tech services company with 51-200 employees

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

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AS
Consultant at Lupus

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.  

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SK
Technical Solutions Consultant at a tech services company with 51-200 employees

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.

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FA
Sysadmin at a tech services company with 201-500 employees

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

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SA
Operations Team Lead at a tech vendor with 201-500 employees

Our product lifecycle management is done in JIRA Service Management. All the daily BAU tasks are tracked in JIRA Service Management on the Sprint device.

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SB
COO at a computer software company with 51-200 employees

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

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MM
Founder and The Craftmaster at a tech services company with 1-10 employees

We primarily use this product to log issues that require investigation or solutions.

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EL
Senior Manager at a retailer with 5,001-10,000 employees

We use this solution as a help desk. It's a place where the users upload tickets related to a new project, new ideas, new incidents, and things like that.

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it_user789114 - PeerSpot reviewer
Analysis Manager at a tech services company with 11-50 employees

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

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Buyer's Guide
JIRA Service Management
March 2024
Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.