What would be the best project configuration practice for an IT team in Jira SM?

Question

We implemented Jira Service Management (Jira SM) for a large operation with 193 agents on a single project. We use a custom Group Picker field to separate them. With more experience, we realized that this was a workaround for the lack of an “Assignment Group” field and that it may not have been the best option due to the visibility of some administrative groups to all users and the lack of connection to the “Assignee” field.

Now we face the challenge of migrating ServiceNow to Jira for an IT team of 150 agents from 7 different countries, who operate in multiple locations and are familiar with the ServiceNow groups system.

We would like to know what would be the best practice for implementing Jira in this scenario: separate teams by country, each with their own project, or keep them all in a single project (if so, how to manage tickets for teams within that single project)?

Thanks in advance.

Jira Boy_0784lu · Answer

Hi, @Valerie Knapp , thanks for responding!

They are configured into different groups divided by their area and country. For example, an agent who is from the Colombian infraestructure team, is part of the CO-INFRA group and son on with the other agents.

There is interaction between the groups in cases of routing tickets by country, opening problems, changes, etc. I think this is the most important point that we are facing in ServiceNow <> Jira migration.

My main idea would be to keep all IT teams on a single project, due to the ease of configuration and also to have a single IT portal for the end user. Breaking my head to achieve this without the groups system.

Regards.

Valerie Knapp_dpp5c6 · Answer

Hi @Jira Boy , welcome to the Atlassian Community and thanks for your question.

I wanted to ask more about the agents you're bringing into Jira. How are they currently configured in ServiceNow?

In JSM, I think it's useful wherever possible to use different projects for different functional areas. So, you could have different agents from different geographic areas that all work in an operations team or a HR support team. Do you have this kind of distinction?

I wouldn't necessarily split the agents into projects by country or market unless you think that's meaningful to your context.

Have you had a look already at the different templates available for the creation of JSM projects? This might also give you some ideas about what would be a sensible way to organise things.

Anyway, I hope this helps you but please share your feedback about what you think.

Cheers!