Offering value to our Service Desk operations

What are the best aspects of this product?

JIRA is easily customizable as we were able to quickly add fields to provide value for our Service Desk. It's very easy to configure and modify SLA's, enroll and manage users.There's also the ability to turn key Web portal and email integration and Time Sheet capability via Tempo.

What aspects are problematic or could work better?

There are a few basic Service Desk functions that are not available in JIRA such as easy ways to create varying service levels for classes of users, ability to assign tasks to roles rather than individuals, direct access to data for detailed reporting. Also, sometimes serious issues are not handled in a reasonable time frame.

What specific problems in your company were solved by this product?

We get to meet SLA's for Service Desk reported issues, able to create and report on business metrics related to IT performance. Also, Service Desk customers are able to easily report and checking on issues.

Are you a current user of this product?

Yes