Common Uses & Strengths
- Agile and product delivery: sprint planning, backlogs, roadmaps, and issue tracking
- IT service management: incident, problem, change, and request management aligned with ITIL
- Documentation and knowledge: Confluence as a living system for SOPs, runbooks, and tribal knowledge
- DevOps enablement: tight integration between planning, code, CI/CD, and incident response
- Highly extensible: thousands of marketplace apps for customization and integrations
- Scales well: used by small teams through to global enterprises
Key Considerations
- Configuration complexity: power comes with setup and governance requirements
- Tool sprawl risk: Jira, Confluence, Trello, and apps must be intentionally structured
- User experience variance: different products serve different personas and maturity levels
- Reporting strategy: native reports are strong but often supplemented with BI tools
- Licensing and tiering: cloud plans vary significantly in features and admin controls
Common Needs & Challenges
- Jira projects that are over-customized and hard to maintain
- Confluence spaces that become cluttered, outdated, or unused
- ITSM tools that exist but don’t reflect real operational workflows
- Poor visibility across teams, services, and initiatives
- Heavy reliance on plugins without documentation or ownership
- Low adoption outside of engineering or IT teams
