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What are the best practices to offer IT services in JSM portal?

Clara Belin-Brosseau_Elevatic

Hello everyone,

I have some questions about using JSM as a proper service catalog, meaning storing all IT services and providing a clear interface for internal users to raise requests.

How do you manage your own IT service offering? Do you use Assets as a part of it? And what are the limitations of JSM compared to a fully integrated solution like ServiceNow?

Happy to receive any feedback related to your experience on this subject.

Accepted answers

Joseph Chung Yin

@Clara Belin-Brosseau_Elements -

JSM combines with Assets schema give us the flexibility for authorized end users (i.e. project lead/admins, schema owner) to manage his/her catalog items. Where Jira admins/sys admins configure the common standards for the entire site (i.e. custom fields/custom WFs) - once they are defined and exposed to the authorized end users, they are able to further customize their own projects that meet their needs.

On the other hand SNOW doesn't seems to provide this type of flexibility. Furthermore JSM can be integrated with many other apps just as SNOW.

The only drawback for JSM is that Atlassian is still working on getting comply with BYOK/FedRamp and few other regulatory requirements while SNOW is a step ahead of JSM.

Love to further discuss this ask with you.

Best, Joseph Chung Yin

All comments

Joseph Chung Yin

@Clara Belin-Brosseau_Elements -

On the other hand SNOW doesn't seems to provide this type of flexibility. Furthermore JSM can be integrated with many other apps just as SNOW.

The only drawback for JSM is that Atlassian is still working on getting comply with BYOK/FedRamp and few other regulatory requirements while SNOW is a step ahead of JSM.