What is the best use case for an agency for Service Management

Question

Hi there. I am the owner of an agency looking to get the best out of Jira. I had seen Service Management but I am not entirely clear on is best use. I had wanted to use it for the following:

I have a number of Retainer clients that I service with Continuous Improvement of their sites and apps.

* They need to request tickets for us to action
* We need  to manage these tickets, both internal and external

Is this an appropriate use case, and are there templates for this?

Thanks,

Arthur

Joseph Chung Yin · Answer

@Arthur Irving -

Welcome the community.  To supplement what @Dan Breyen provided, here is some free trainings on JSM from Atlassian University regarding to JSM product and using JSM for ITSM -

https://university.atlassian.com/student/path/968311-jira-service-management-fundamentals?sid=38b28e42-3731-4ac3-89e2-add58521e63a&sid_i=3

https://university.atlassian.com/student/collection/850385/path/1230738

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Dan Breyen · Answer

Hi @Arthur Irving welcome to the community!  That's exactly what JSM is for.  Your internal and external users (clients) have access to a portal to enter tickets, and then you have agents that have access to those tickets to respond to your customers. Here's an article to explain the different project roles.  Project Roles.

They have an IT Service Dept as a demo, I just used that as a template and went from there.  If you want a demo, you can sign up for one here: JSM Demo

There might not be templates available for your specific use case, but I would say what's there is pretty darn close.

Hope that helps.