Jira Service Desk/Service Management : feedback?

Question

Hi,

We are currently deploying a large application on jira data center, mobilizing many agile teams in different Regions.
Jira provides tools for teams throughout the application's life cycle: development, integration, recipe...
I am asking you because we are looking for feedback.
1) Have you coupled Jira and Jira Service Management? if so, in what context? which implementation? what lessons do you draw from this?
(note: we do not have Opsgenie or statuspage)
2) Do you think this approach is relevant in an IT department?
Jira is dedicated to the product lifecycle
Jira SM evolves to orders of mainly office applications, based on a service catalog.
3) Have you deployed Jira and/or JiraSM as part of an ITSM approach? if so, what lessons do you draw from it? What are the best practices ?
(Jira SM or Service Desk)

Best regards,

The Team

Nic Brough -Adaptavist- · Answer

The question is a little vague, I suspect some of these questions should be being asked of your organisation, not the Community at large.

1) Have you coupled Jira and Jira Service Management? if so, in what context? which implementation? what lessons do you draw from this?

Almost every implementation I've worked with in JSM has "coupled" it it with Jira.  JSM is not an independent application, it's an application that runs on top of Jira, and provides more functions (specifically, JSM projects).  We rarely do "coupling", we just create JSM projects inside the existing Jira.

We strongly recommend running JSM as part of a bigger Jira, not having separate services.

2) Do you think this approach is relevant in an IT department?

Yes, absolutley, all three Jira applications, and the ancilliaries are intended to help you with the product lifecycle.  And all in one place.

3) Have you deployed Jira and/or JiraSM as part of an ITSM approach? if so, what lessons do you draw from it? What are the best practices ?

Many many times.  The "best practice" is quite simple - look at how your people want to be working, and configure your Jira system to support them.

Carlos Garcia Navarro · Answer

Hi @Nicolas Ménard , I work with teams that use both, Jira and Jira Service Management for different purposes. Jira Service Desk has features that are oriented to customer support (internal or external), such as a portal that all customers can use to raise requests, SLAs and integration with a knowledge base (in Confluence). We also like that we can categorize the messages as internal (only the 'agents' can see them) or public (everyone can). For us Jira Service Management is a way to get requests from other teams, while Jira manages our internal development workflow.