I'm thrilled that my company has decided to purchase Service Management licenses for our project management and customer support teams! I'm tasked with leading this implementation and wanted to ask the community if anyone who has gone through this process has any tips. Here are our main objectives:
We don't have the budget to hire a consulting firm at this time, so it's on me to plan our ramp up of Service Management. If there are any lessons learned, tips, or steps we should take as we begin our implementation please share - it would be very much appreciated as I plan this project! Thank you in advance.
Hi @Lindsey Jensen ,
Congrats! Jira Service Management is very powerful, one of my favorite tools in the Atlassian toolset. I do recommend to do some trainings, e.g. from Atlassian University:
https://university.atlassian.com/student/catalog/list?category_ids=21562-jira-service-management
Before you start implementing, clearly define your requirements. You'll want to check with the teams that will be using the JSM. I assume that you'll be the administrator, and I'd recommend to have at least one more (or someone who can support the teams if you're not available), but don't make everyone an admin. JSM is powerful and flexible and configuration changes that help some may break others.
Understanding how to integrate with a knowledge base can be very helpful.
https://support.atlassian.com/jira-service-management-cloud/docs/write-knowledge-base-articles/
Since nowadays teams work in tools like Slack or Microsoft Teams , I also recommend to explore integrating Atlassian Assistant (Halp) with JSM:
https://www.atlassian.com/software/halp
I personally like it more than the portal.
But portals are important too:
Have fun! :-)
Thank you @Carlos Garcia Navarro ! I'll review the documentation that you linked and incorporate these tips into my project plan. Happy holidays!
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