Jira was launched in 2002 as a software development tool for tracking and managing projects.
The two founders of Atlassian built their tools and company with one aim in mind: to create a wide range of products that will provide the foundation for innovative solutions for many years to come.
Today thousands of organizations use Jira to boost their business performance. If you are wondering whether Jira could help improve the productivity of your team, this white paper is for you.
In the following chapters, we:
- Give you a short history of Jira;
- Position Jira on the current global market;
- Recount Deviniti’s story with Jira;
- Show you why so many managers love Jira;
- Present the benefits of Jira Service Desk for support teams.
Chapter 1: What Every Manager Should Know About Jira
The Beginnings of Jira
The first Atlassian product was Jira. Originally, the tool was created for teams involved in software production.
But it quickly turned out that Jira could easily accommodate the needs of users outside software development departments – beginning with analysts or testers and ending with business departments such as HR or marketing.
Even though it was designed for software developers, at some point Jira began to be used by project managers and other non-technical professionals for managing teams or tasks, and collaborating with software developers efficiently.
The founders of Atlassian picked up on that trend and watched how their product is used in the market. They collected information from customers and developed Jira in a way that would make it more user-friendly and efficient to these various customer groups.
Atlassian’s recent acquisition of Trello only proves that the Atlassian ecosystem is expanding beyond software development and aims to embrace business.
Managers use Jira because it’s a tool that helps them see basic information about what is happening not only in their team, but also throughout the organization.
No wonder that so many organizations cannot imagine their life without Jira.
Today, Jira is used by 75,000 organizations around the planet.
As their product grew, Atlassian split Jira into three platforms:
- Jira Core – this version of Jira provides its users with a simplified range of task management functionalities, just perfect for non-technical staff. Used by managers across departments like finance, marketing, or human resources.
- Jira Software – a tool for software developers that includes a wide range of functionalities, as well as agile tools and best practices. For developers, product managers, and quality assurance engineers.
- Jira Service Desk – a tool for IT teams that handle employee requests or support tickets, and are responsible for communicating with internal or external clients.
To make even more out of Jira for business purposes, managers have at their disposal a wide range of practical add-ons that expand the functionalities of Jira and provide plenty of customization options that allow creating solutions that match organizational needs.
Chapter 2: Jira on the Global Market
Who Uses Jira?
Most organizations use Jira to organize their IT departments, but an increasing number of companies is starting to expand their Jira systems to testing and business areas, such as marketing, legal, HR, finance, and operations.
For many companies, Jira figures as one of the most important corporate systems that stores critical information and provides a foundation for the most serious decisions made in the organization.
Jira comes in both server and cloud versions, and Atlassian already notes more cloud customers than those investing in the classic server solution.
Organizations extend their Jira platforms with the use of specialized plugins that can be found on the Atlassian Marketplace, a special store that offers over 2200 different add-ons that perform various functions inside Jira.
Most companies use such plugins or employ providers to develop custom Jira solutions.
Our Story with Jira
Our journey with Jira started when we began to look for a tool that would support our internal development team.
We considered and tested many different solutions, and eventually chose Jira. We quickly realized the tool’s potential for our organization and decided that we should help out our customers by offering Jira implementation services.
We developed our first Jira add-on three years ago.
At first, we created a simple plugin called Condition Validator. Today we offer dozens of plugins on the Marketplace. Some of them are free because we wish to contribute to the Atlassian community, others are paid because this model allows us to develop and improve them.
We strive to constantly enhance our products on the basis of our experience and the suggestions from our customer base. The Atlassian Marketplace allowed us to collaborate with clients such as NASA, the United Nations, IBM, Cisco, Visa, MasterCard, KPMG, or AVG.
But if you want your Jira instance to meet your business needs in the most optimal way, it’s not enough to buy a product license. Organizations need to work with an experienced Atlassian partners.
And that’s what we do at InTENSO – we help our clients to boost their business performance with the help of tools and practices that are part of the Atlassian ecosystem.
Chapter 3: Why Use Jira Core for Business?
It’s smart to look into Jira even if you’re running a non-technical department.
With Jira Core, you’ll be able to:
- Manage projects and tasks in processes defined by workflows;
- Benefit from a clear project division into components, issues, and sub-tasks;
- Track tasks that need to be completed by team members on a clear activity stream where all team actions are documented;
- Visualize your workflows in clear graphs;
- Drag and drop tasks from to-do to done;
- Keep all statuses, comments, and attachments in one place;
- Easily communicate all project details inside issues (no need for sending emails or setting up meetings!);
- Display issues on a customizable Kanban board – managers can filter issues by most recently updated or easily see their own issues;
- Access a clear dashboard – the dashboard displays information in selected gadgets. There are plenty of gadgets available in Jira that managers can add to their dashboards, for example: activity stream, agile wallboard, bubble chart, average age chart, days remaining in sprint, FishEye, and many others.
- Send notifications when someone’s attention in needed on a project;
- Measure team performance – managers get access to a comprehensive reporting feature that includes: agile (cumulative flow diagram and control chart), issue analysis (for example, 30-day summaries of issues, created vs. resolved issues, etc.), as well as forecast and management (time tracking, user workload, version workload);
- Follow the status of your projects in quick overviews, calendar views, customized dashboards, or predefined reports.
Chapter 4: Boost Your Customer Support with Jira Service Desk
Over 20,000 teams around the globe use Jira Service Desk as their ticketing support system of choice.
Jira Service Desk enables powerful IT support by allowing non-technical staff to easily communicate with technical employees in their organization. That’s how companies can provide their internal and external customers with the most effective solutions to problems.
Jira Service Desk helps to organize tasks, boost team response time, and improve the implementation of required measures when dealing with problems.
With its clear interface and a range practical functionalities, Jira Service Desk makes an excellent tool for service operations.
Thanks to Jira Service Desk, your support team will be able to:
- Create their Customer Portal interface to help customers easily raise requests and clients to see a simpler display of issues that need to be resolved;
- Deal with requests that take the form of issues and retain critical Jira functionalities;
- Benefit from different types of workflows that clarify to teams how they should proceed in solving problems;
- Use smart automation features that help to resolve requests faster;
- Access a fully customizable dashboard – teams can add gadgets, such as: a comprehensive activity stream, a chart displaying recently created requests, created vs. resolved issues chart, and many more;
- Use powerful reporting features – teams can benefit from reports divided into three categories: Team, Knowledge Base, and Custom. Team includes workload, satisfaction and SLA goals metrics. Knowledge Base is connected to the information database in Confluence, another Atlassian product that can be integrated with Jira;
- View requests to be solved in queues – one glance at queues is enough to learn where teams stand when it comes to request completion. The selection of filters only helps to see the right issues at the right time;
- Support unlimited number of customers – you’ll only need to pay for the number of active agents;
- Easily connect Service Desk requests with Jira Software issues to keep IT and developers connected and boost issue resolution – an optimal DevOps solution.
Jira Service Desk is easy to set up so your support team can start using it immediately. The platform is flexible and can adapt to any changes in your process.
The easy integration with Jira Software makes it a top choice for managers who want to implement DevOps at their organization.
Jira is a powerful business tool that helps organizations in task and team management – especially between technical and non-technical staff.
If you’re looking for a tool to organize work at your team or across the entire company, Jira is a top pick.
Managers interested in DevOps should consider trying out Jira Service Desk to see how smooth their technical and non-technical teams can collaborate.
Get in touch with us if you’d like to know how Jira can boost your business performance: firstname.lastname@example.org