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Reducing Costs - IT Service Desk

Jos Busby February 18, 2021


We leverage Jira Cloud and Confluence cloud across our business. All employees get a licence from Finance to Software Engineers. In IT we use Kanban Boards for our work flow and employees submit requests to IT via this project, we don't have a massive volume of requests so it works well. We have a large group of users that only use Jira to submit IT queries. We wanted to reduce our licence count by cutting those that don't utilise Jira in their daily work which is approx 20 percent of the business.

How would you solve this problem? We are considering using a catch all mailbox that will automatically generate tickets. We've used this technique for our Security Alerts. This means they coud still email request but lose the ability to check their status which I don't think is an awful trade-off. Also aware of Jira Service Desk being an option but not really sure this will considerably make a difference to cost.

Anyone else faced something similar?




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