Implementing Service Management - Processes/Tips?

Lindsey Jensen

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 will be phasing out our old support ticketing system, so will need to organize a data transfer.
• Currently customers email our support inbox with requests, so we will need to configure this to trigger an automatic ticket creation in service management.
• We will set up customer portals for all of our individual clients, to host troubleshooting guides, release notes, and FAQs in the knowledge base, as well as custom request forms for support and change management.
• We are also bringing in support teams across several products, so will need to ensure everyone is trained on how to use Service Management. 

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.  

Carlos Garcia Navarro

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:

https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-look-and-feel-of-your-help-center-and-portal/

Have fun! :-)