Jira Core, Software, or Service Desk?

[Sarah French]

My group is looking for a database to assist with change management. In a nutshell, we need a way to report issues and tag them with data, such as baselines, systems, priority. The issue then needs to go through a workflow for analysis and resolution of the problem.  The problems are usually resolved with a new software or hardware release.

I am having trouble figuring out which version of Jira is best for this - Core, Software, or Service Desk? I have been thinking that Core would be sufficient, as we mostly need a simple way to report and track the resolution of issues.

Any advice would be greatly appreciated!

[CARLISLE]

It sounds like you are searching for a ticketing tool which would be Service Desk. If your teams are running software development, then you need JIRA Software.

Another question is are you running AGILE?

JIRA

1. JIRA Software - Software Development tool - plan, track, & release software
2. JIRA Core - Business
3. JIRA Service Desk - IT & Customer Service - create & manage service desk operations

[Sloan]

Hi Sarah

Welcome to the Atlassian Community. You are asking a good questions, deciding for the best Jira variant sometimes is not easy. :)

Jira Core is basically "just Jira". issue tracking with workflow capabilities.

Jira Software gives you some tools for agile Software development and project planning such as Kanban and SCRUM Boards. This comes with managing Issues in sprints and versions as well.

Jira Service Desk is very good for communicating with customers and using Jira as helpdesk solution.

Here is an official document: Jira Software: Which Jira Do I Need?

Fom reading your requirement I got a hunch Jira Software is what you will need. And if you later on have more requirements towards Jira you can even can add Jira Software / Core / Service Desk to a existing Jira. :D

Cheers
Niklas

[Jakub Hanak]

Hello @Sarah French,

From what you written I understood that you are not going to use it for development so I think that JIRA Core is pretty much sufficient for you. Lets look at picture below:

Also you can look at these articles: 

https://www.clearvision-cm.com/blog/jira-software-or-jira-core-4-questions-to-help-you-decide/

https://community.atlassian.com/t5/Jira-questions/What-s-the-difference-between-JIRA-Software-and-JIRA/qaq-p/264744

Hope this helps to your decision.

Best regards,

Jakub 

[Francesc_Arbó]

Hi @Sarah French,

If you're talking about change management and problem management I'd recommend you Jira Service Desk. However, using Jira Core or Jira Software can also be adapted to your needs.

In a very brief checklist, you can answer the following:

• Do you need a customer portal for customers opening requests or incidents?
• If the answer is yes, you need Jira Service Desk.
• If the answer is no, do you need SLA?
• If the anser is yes you can use Jira Service Desk or Jira Software with a SLA plugin.
• Do you need some scrum or kanban boards?
• If the answer is yes you can use Jira Software. If not, Jira Core might be ypur choice.

There are some more questions but you can start for these.

Hope it works!