"[The solution] has become one whole package and an integral part of everything we do…that ability to connect dev teams to Jira Service Management is priceless."
"With our prior tool, procurement requests would get stuck with manager approval. With Jira Service Management, the biggest win is transparency. People know where their issue is and when it's being resolved."
"Our engineers and the business aren’t being disrupted by unplanned events. Now we’re able to think about how we can make our users’ lives better, rather than just addressing stability and performance issues."
“If it’s a problem with our core platform or payments affecting all customers, then we’ll probably post a message on Statuspage using one of our templates so we have the right language to articulate it. It’s always a case-by-case basis because we don’t want to cause false alarms.”
"We needed a mechanism to display organizational priorities to other executives within the business, to give them the confidence that the underlying infrastructure is stable. Atlassian is helping us do that.”
"We’ve really seen the value of being able to funnel requests into a central location, from both recording it to see trends and to streamline the workflow. It’s been a really positive cultural shift."
"Having Jira Software and the Jira Service Management setup gives me the confidence that I can forward a query to someone and it’ll be picked up and dealt with.”
"Our TCO [total cost of ownership] has gone down dramatically since migrating to cloud. The maintenance savings alone more than make up for the entire cost of Jira Software and Confluence. It’s a serious game-changer."
"Before, the joke was that we never got to address planned work because we were always doing service work. Now, after the migration, we’ve crushed the entire backlog twice.”
"With automatic updates, we always know the system is up to date. We don’t have to worry about security and vulnerabilities or spend resources on them. The peace of mind is a big deal.”
"We needed to move towards a more customer-centric approach on ITSM. Jira Service Management helped us meet our target while saving time and money."
"Before, people had to wait two to three days to create a project. Now it’s instant, and over 80% of Jira projects are on a consistent and recommended configuration."
"Instead of being stuck in the toil of regular work, we’re helping answer user questions. It’s less about, ‘Can you do a thing for me?’ and more about, ’How can I do a thing?’”
"Full visibility in Jira across the whole organization enables you to make better management judgment because you have greater ability to see all the moving parts."
"Our goal was to make employees’ lives as easy as possible and lead with the things they would find most valuable – things they could look forward to. Making that real for every employee and conveying the value that they would get from it helped outweigh the pain and went a long way to building that internal excitement.”