Using Service Management as a MSP

Question

Are there any Managed Services Providers (MSP) out there who are using Jira Service Management to support external customers in a B2B environment?

Based on a review of the product documentation, the feature-set appears to match our requirements but seems more focussed on an internal support function than one which supports multiple external organisations in a shared services model (customer data segregation, etc).

Are there any real-world use cases of organisations using Jira SM in this way and what challenges did people face in deploying in this way?

Thanks in advance

Julie d_Antin _Elements__bsgnak · Answer

Hi @BrianMc ,

I interviewed the CTO at Olive Communications (since acquired and name has changed) that provided managed services for cloud communications, and this testimonial covers a large part of their set up (as well as a focus on the apps from the company I work for). Hopefully it can give you some ideas: https://elements-apps.com/about/clients/olive-communications/

Nic Brough -Adaptavist- · Answer

Adaptavist use it for our managed services, product support, and Assist (Atlassian admin as a service), as well as internal support.

Ste Wright · Answer

Hi @BrianMc

I'd check out the case studies:

* https://www.atlassian.com/software/jira/service-management/customers
* https://www.atlassian.com/customers/search?product=jira-service-management&

It's a good starting point to get an idea on how other organisations use it.

It's definitely suited for external customers - Atlassian themselves use it for that :)

Ste