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Trello, Jira or JSD: Which is Better for Business Teams?

by Jenny Choban on July 9, 2018

Having to choose between a couple of great options is a nice problem to have. Still, you do want to make the right choice, and what's best for one team may not be what's best for another. In this article, we'll look at the advantages of Trello, Jira and Jira Service Desk, and explore how using Jira Service Desk can help your organization move to an Enterprise Service Management (ESM) model.


Advantages of Trello, Jira and Jira Service Desk

Trello, Jira and Jira Service Desk all provide the features you need for task management. Each has specific advantages and which tool you choose will depend on the needs of your team.

Jira Software/Core
Jira Service Desk
Principle advantage

Easy to use task tracking, visually organizes projects

Task tracking with customizable workflows, time tracking and reporting

Task tracking with a customer portal, service queues, approvals and SLAs
Works best for

Small to medium-sized teams, ongoing (Kanban) type projects

Larger teams, complex projects, scrum projects

Service delivery


The main advantage of using Trello is that it provides for task tracking and visual project management without needing to learn a complex interface. In fact, Trello is so easy and intuitive that it’s frequently described as having no learning curve at all.


Jira was designed for Agile software development and includes all of the feature needed to manage complex projects. Along with customizable workflows and detailed task tracking, Jira offers time-tracking and reporting – important features for staying within the boundaries of limited resources.

Jira Service Desk

Jira Service Desk is Atlassian’s answer to request management. It includes all of the features of Jira, but adds in bells and whistles like a customer portal, service queues and built-in SLAs.


Moving Towards Enterprise Service Management

Obviously, which tool you use will depend on your team’s needs, available budget and strategic direction. When choosing a tool, you should consider how much of a team’s work is done to serve others. Teams that have a lot of requests to manage (think HR) or teams that produce assets for other teams to use (think Marketing) should seriously consider moving to a service management model using Jira Service Desk.

A service management model offers several important advantages:

  • Efficiency – Building a team’s service catalogue into JSD is a great way to streamline processes and make your business teams more efficient. No more reinventing the wheel with every request or wasting time searching through an overflowing inbox.


  • Resource planning – Processes that are built into Jira Service Desk are easy to measure. Managers can quickly see  the frequency, volume and time needed to fulfill a given request type. Armed with information about the demand, they can allocate team resources to meet the need.


  • Visibility and accountability – Moving processes into Jira makes them visible, countable and trackable. Employees can see and appreciate other teams’ work and there's an air-tight audit trail when it's time to prove compliance.


  • Happier customers – Perhaps the greatest advantage of moving to a service management model is that your internal customers receive better service. Service delivery is standardized (not dependent on which agent receives your request) since it's built on a Jira workflow. Communication isn’t bogged down in email. You get a more productive, more harmonious workplace.


Building Your Service Catalogue with JSD and ProForma

ProForma is an app for Jira which empowers teams to create forms that embed in Jira issues/requests. This is a great way to collect process-specific information without creating a horde of custom fields. ProForma forms can be published to the JSD customer portal empowering teams to collect all the information they need, the moment the customer places a request. Learn more about how you can get started moving your teams into Jira Service Desk using ProForma.