Migrating from ServiceNow - When to create multiple projects

Nicholas Power

We currently use ServiceNow and want to migrate to Jira Service Desk. We have two use cases and want to know if we should be creating one or two projects. 

We provide both Product Support and KB just like "External Service Desk" Template but we also have the requirement for the "ITIL Service Desk Template" to deliver Problem, Change Management and Asset Management which is used internally.

In ServiceNow this is all one project. I'm unsure if we should:

1) use the "ITIL service Desk" and make changes to add request types etc to make it suitable for external customers

2) run two separate projects

3) do something else

Advice would be appreciated.  

 

Ravi Sagar _Sparxsys_

Hi @Nicholas Power 

In Jira Service Desk each project will get its own portal. Although there is a help centre as well that will list all those portals.

• Use different projects if you have different teams handling the request with absolutely no overlap.
• Even if you create one project you will have the option to expose specific issue types as request types on the portal. For example Problem and Change can stay internal but can be linked to Incident raised by customers.
• One project will be easier to manage.

I would also mention that you should list all the requirements first from how requests will be raised, processes, integration with other tools, automation and reporting. It will then help to take a decision.

My feeling is that one project would be fine for you.

Ravi