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Jira Service Management to replace SNOW

Jagadeesha M

Hello there!,

I am looking forward to replace our SNOW queues managed by team with JSM projects.

Any experiences and takeaways are truly appreciated.

A team of 3 managing 2 queues in SNOW for different applications support of L1 and L2 tickets
Most of applications users are Jira software users (an advantage I take it as)
Layout plan transferring the queue to JSM with existing tickets
Design queues and SLAs
Determines the type of requests
Design the customer portal for supporting above applications

Any past experiences in planning the change will help

Comments

Chrissy Clements

Hey @Jagadeesha M

I'd highly recommend you start with the Atlassian University resources: https://university.atlassian.com/student/path/968311-jira-service-management-fundamentals

https://university.atlassian.com/student/page/1090993-slas-for-jira-service-management-webinar?sid=51747418-6044-4de9-ba21-0455bdd9161a&sid_i=0