JIRA Service Manager Primary Use Case

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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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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Satyadeo Thakur
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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Learn what your peers think about JIRA Service Manager. Get advice and tips from experienced pros sharing their opinions. Updated: June 2021.
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Stephen Kane
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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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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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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Ahmed Abdelwahab
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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Ahmed Shehata
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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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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Attila Salanki
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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Eman Masalmeh
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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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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Operations Executive at a tech services company with 11-50 employees

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

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Learn what your peers think about JIRA Service Manager. Get advice and tips from experienced pros sharing their opinions. Updated: June 2021.
509,570 professionals have used our research since 2012.