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How to Navigate the Jira Toolset

By Kenna Poulos

Selecting the right workflow management, team communication, and incident response tools requires time, team buy-in, training, and a hefty investment. Atlassian’s Jira suite offers multiple paths to productivity that can be tailored depending on specific challenges or opportunities facing companies.

Whether you’re looking to make software development teams more efficient through the product life cycle, integrate new tools and platforms with existing solutions, or track the status of complex customer service tickets, it’s important to understand what each Jira tool offers. Once you decide on a tool or combination of tools, a managed services provider can help you integrate them into your team’s workflow.

Jira Software Cloud

What it offers: A transparent, comprehensive, and accountability-focused offering built for development and engineering teams to plan, track, and release software.

Key benefits: The Jira Software Cloud is scalable to team size/demand and geographically agnostic. The platform is built so teams can view software development progress from beginning to end with delivery timeline tracking and specific task management all in one central location. Software Cloud also includes roadmap features that offer a pulled-back view of progress and stakeholder accountability for teams moving swiftly to address issues. Users can achieve enhanced flexibility by accessing specific board views that zoom in to highlight and track progress on tasks and timelines.

Who should consider it: Companies looking to manage complex projects and improve overall connectivity for teams sitting in the same room or continents apart.

Jira Service Management

What it offers: Cost-effective, add-as-you-go IT service and support management ecosystem built to help tackle customer issues—and keep teams focused on ticketing and resolving issues.

Key benefits: Service Management connects development, operations and support teams through a common platform to make responding to service requests more efficient with the help of individual and group chat tools. Service Desk is built to welcome integrations with other Atlassian products, like Jira Software, Confluence, Opsgenie, and Statuspage. In order to make team members’ lives easier, Atlassian offers a marketplace of 1,000+ vetted apps that can seamlessly integrate with Jira Service Management—and be tailored to individual client use cases.

Who should consider it: Companies looking to cost-effectively streamline, centralize, or overhaul IT support and service management operations.

Jira Core Cloud

What it offers: Business project and workflow management platform that offers team clarity around core business functions and processes (beyond software development) through dashboards, templates, task status monitoring tools, notifications, and reporting.

Key benefits: Jira Core Cloud offers a central platform for organizing and streamlining project management that allows teams to collaborate, tag and notify people responsible for tasks that require quick actions, track the status of deliverables, and measure results so team leads can make adjustments in real-time. Companies that enlist Jira Core Cloud get exclusive access to interfaces that provide teams with immediate snapshots of single projects that match the steps of a team's workflow—adaptable to how each team works. Every team member with access to Jira Core Cloud can download a corresponding app for iPhone and Android that enables teams to stay connected from anywhere with notifications, comments, and project activity.

Who should consider it:  Companies looking to streamline workflows, manage tasks, and keep team members accountable with user interfaces that prioritize visibility into every element of a project within a single platform that delivers transparency, efficiency, and productivity.


What it offers: End-to-end IT and development incident management platform built to enable internal support teams to proactively respond to, resolve, and learn from every incident that results in the need for IT intervention and customer service.

Key benefits: Opsgenie is outfitted with multi-channel monitoring, alerting, and ticketing integrations that use chat tools, group messaging, and other methods to immediately communicate incidents to the right people on the IT support team. Opsgenie allows teams to set up automated messages, create status pages, and conference bridges that immediately alert the right IT service and support staff when incidents occur—significantly reducing team downtime (a single hour of which can cost companies $100K). The platform also integrates with over 200 monitoring, ITSM, ChatOps, and collaboration tools to allow teams to mobilize and solve issues promptly.

Who should consider it: Companies looking for an integrated platform that delivers swift incidents management, offers a consistent process for every incident, and sends incident alerts or reports to the right people—allowing IT teams to resolve problems faster and decrease the chance of recurring issues.

For more information about how to decide between Jira platforms and how Contegix can support them, click HERE.