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When is it beneficial to use Jira Software and Jira Service Management in a company of 200 people?

Helena MP

We have IT projects - which we can handle with Jira Software and when our project is finished, users should report problems and additional request through the same ticketing (and more)... system.

And there comes Jira Service Management which is ment to be ticketing (and more) system for service desk.

Can you help me with information which tool is the most appropriate for us?

Thanks,

Helena

Accepted answers

Hernan Halabi - Elite IT Consulting Group

Hello @Helena MP sounds like you could handle your IT projects in Jira software and once they are released to the customer, you can offer them a portal from Jira service Management for them to submit problems or new request that you could later copy and sync with the backend projects (the Jira software ones)

Nic Brough -Adaptavist-

I think you've almost answered your own question!

I imagine an idealised lifecycle for a product is best done with two Jira projects.

Create a Jira Software project for development
Code away until you've got a product
Create a Jira Service Management project to handle customer requests (probably well before general release - I often see this done when internal betas are ready, when the business trials it with a small group of people who are effectively customers)
The Service Management handles customer problems and requests, using "create linked issue" in the Development project if or when an issue needs developer attention
When develpoment activity on the product ends, you can archive the developer project
When you no longer need to do any customer support, you archive the JSM project

Obviously, there are variations - a lot of places only have one support portal, so they never archive the JSM project, just stop allowing requests for defunct products. A product may well be made of of many development projects. And so-on. But the basic principle of "develop with Jira Software, support customers with JSM" are what you were suggesting and remain the same!

All comments

Hernan Halabi - Elite IT Consulting Group

Nic Brough -Adaptavist-

I think you've almost answered your own question!

I imagine an idealised lifecycle for a product is best done with two Jira projects.

Create a Jira Software project for development
Code away until you've got a product
Create a Jira Service Management project to handle customer requests (probably well before general release - I often see this done when internal betas are ready, when the business trials it with a small group of people who are effectively customers)
The Service Management handles customer problems and requests, using "create linked issue" in the Development project if or when an issue needs developer attention
When develpoment activity on the product ends, you can archive the developer project
When you no longer need to do any customer support, you archive the JSM project

Helena MP

Thank you for your answer.

As pricing is really high and having both portals means double licencing.

Is it possible to handle both with Jira Software (cloud) product + some plug in from market place?

Thanks,

Helena

Nic Brough -Adaptavist-

Why are you double licencing here?

You have one Jira install, you licence it for (say) 100 Developers and 5 Service Desk Agents. (The agents may need a developer licence if they're going to be part time developers and need access to the boards, but that's not double licencing, just recognising that some people need access to two different areas)

Helena MP

We should have Jira Software(JS) and Jira Service management (JSM). So we would need both tools.

Users will create tasks in JSM, agents will send tasks from JSM to JS?, and developers will work od tasks in JS? or in JSM? Is it the same task?

Developers will also create dev tasks in JS. Will users see them in JSM?

Sorry it is not clear to me how these two Jira products work together.

Thanks in advance,

Helena

Helena MP

Thank you all

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