What is your primary use case for JIRA Service Management?

We are not using the systems we have at Jira, however, we are using the Jira environment of a client known as Electrify America. We are serving Electrify America and using their environment for managing tickets.

We upload the tasks for the team, working with them, and they know the status of the tasks.

We use Jira Service Management to open support tickets, follow up on those tickets, and monitor the work log. We also perform some report filtering to follow up on outstanding issues. We utilize Jira Service Management's features to track the status and use customized workflows for incident management.

We use JIRA for user support, specifically first-level user support. Additionally, we use it to plan project steps. With the Carbon dashboard, it is possible to break the project into multiple steps. You can review what is done, what is set to be done, and what has been completed during the predefined time slots. For ITSM processes, we primarily use it for access processes. We also utilize its automation capabilities, such as automatically creating JIRA tickets from monitoring tools during batch execution errors.

I use the solution in my company as it is a good project management tool.

We are using JIRA Service Management for change of management.

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.

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.

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.

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.

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

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.

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

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.

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.

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.

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.

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.

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.

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.

We use it to track software development projects.

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.

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.

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

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.

ITIL Service Management - Multi National Service environment

We are end-users of this product. We use JIRA Service Management as a ticket logging tool for our service desk.

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.

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.

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.

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.

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.

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

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.

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.

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

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.

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

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

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

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.

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.

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.

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

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.

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.