The Bottom Line. Jira Service Desk is a solid help desk entry for midsize and even large businesses. Good integration with enterprise vendor Atlassian’s other products as well as ample customizability and advanced reporting make this a platform worth considering. PCMag editors select and review products independently.
What is Jira service desk used for?
Jira Service Desk delivers an intuitive interface, a revolutionary new take on SLAs, customizable team queues, real-time reporting, and more. Improve the productivity of your service desk teams and the happiness of your users.
Who uses Jira Service Desk?
Who uses Jira Service Desk? 35 companies reportedly use Jira Service Desk in their tech stacks, including Alibaba Travels, KAVAK, and Scopeland Technology GmbH.
Is Jira a good tool?
Atlassian’s JIRA began life as a bug-tracking tool. … Today, though, it has become an agile planning suite, “to plan, track, and release great software.” In many organizations it has become the primary map of software projects, the hub of all development, the infamous “source of truth.”
Is Jira Service Desk ITIL compliant?
As the de-facto standard for ITSM, ITIL places your organization on the path to deliver the best, customer-centric service management. … And now, Jira Service Desk is ITIL certified in four processes from PinkVerify™ and Axelos™.
What is the difference between Jira and Jira Service Desk?
Jira Core is for internal teams to track and work on projects/issues together. … Jira Service Management is for teams who receive incoming issues/requests from other teams/customers.
What is the difference between helpdesk and service desk?
A help desk was an add on to existing IT activities, whereas the service desk is part of a service-based IT service delivery and IT support ecosystem built around something called “the service lifecycle.” Probably a big reason why the term service desk was used over help desk in ITIL.
Is Jira service desk free?
We offer a Free plan for Jira Service Management for up to 3 agents, 2GB of storage, and Community Support. If you’d like to add more than 3 agents or get access to more features, support and storage, you can sign up for a 7-day free trial of our Standard or Premium plan.
Is Jira an ITSM tool?
Jira Service Management provides ITIL-certified incident, problem, change, and service management customizable templates. … Your teams can create change requests without complex approvals, leverage out-of-the-box workflows and automations, and link incidents to problems in one click.
What is service desk job?
The IT Service Desk is intended to be a primary point of engagement between users and an IT organization. … A typical service desk manages incidents (service disruptions) and service requests (routine service related tasks) along with handling user communications for things like outages and planned changes to services.
Why is jira so popular?
Jira software is popular in the agile world due to its well-managed workflow mapping and issue tracking ability. To support agile development cycle it has Scrum and Kanban boards along with various reports.
Why is Jira hated?
Jira doesn’t fit into Agile software development
The first principle of the Agile Manifesto is probably the most radically understood one. … From the other one, there are managers trying to implement tools without setting up a workflow first, being afraid that it would turn out too rigid and not so agile anymore.
Why is jira so slow?
There’s all sorts of reasons it could be “slow”, but as it’s a new installation, it’s quite likely that… With an empty Jira, we can rule out dodgy configuration, users thrashing it, too much data, etc. Start with the virus checker – if you have one, turn it off and see if things improve.
What is an ITSM tool?
IT service management (ITSM) tools help regulate how IT services are delivered within a company, based on budgets, people, processes, and outcomes. Many companies use help desk software to perform many ITSM functions, although even though help desk software isn’t specifically designed for ITSM.
Does ServiceNow integrate with JIRA?
Jira and ServiceNow can be integrated bi-directionally in a way that all ‘tickets’ from ServiceNow automatically synchronize to JIRA and all the entities and details associated with the ‘tickets’ synchronize back to JIRA.
How do I contact Jira support?
Contact support
As an admin for Standard, Premium, and Enterprise products, you can create support requests at support.atlassian.com/contact. When you create a request, answer a few quick questions about your problem and include as many details as possible to help us resolve the problem.