What is your primary use case for JIRA Service Desk?
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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.
We primarily use this product to log issues that require investigation or solutions.
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.
I'm primarily trying to use the solution as an IT Service Management solution.
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.
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.
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.
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.
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.
Service Desk and implementing typical ITIL processes (change, incident, problem, support management, etc.).
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