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How to manage M365 (formerly known as O365) in Jira SM

unknown

Looking for suggestions on how to capture all features that are part of the M365 contract (think Word, Outlook, Teams, Sharepoint, etc.) in JSM.

Is each feature a service that can be referenced when opening an issue? Or is M365 as the top level the service?

Comments

Jared Pittman

Kindof depends on how your support team is organized and what level of depth you need when tracking your work. If you've got a centralized group who provides support for O365 as a whole then just saying O365/M365 might be enough. If you divvy up responsibilities though, or want reporting on a particular service, then having it more broken out could also be a good idea. I'd say just don't get too granular where you don't already have a need for it.

At our org, we've broken it out into these high-level areas. There's plenty left out, but this covers the vast majority of our O365 requests:

Office Suite (Word, Excel, PowerPoint)
SharePoint & OneDrive
Microsoft Teams
Exchange Online & Email
Entra Identity & Access Requests
Power Platform & CoPilot
Other Office 365 Features

Hope that's useful!

Side note: Definitely take a look at the O365+Atlassian integrations available too, there's some neat stuff that lets you pull Jira into Teams, as well as make the SharePoint/OneDrive linking process more seamless.

Britta Neugebauer [yasoon]

Hi there @[deleted],

There are several ways to integrate Microsoft 365 and Jira Service Management.
as @Jared Pittman has pointed out, there are quite a few apps (free and paid options) to integrate JSM and Microsoft 365.

I work for yasoon and we develop an app that focuses on integrating M365 and JSM called Microsoft 365 for Jira. Here's a short demo for the ITSM use case: Demo: Microsoft 365 for Jira – IT service management use case (JSM).

Create and manage support tickets in Microsoft Teams via your JSM portal
Bundle incoming tickets from Outlook and Microsoft Teams directly into Jira
Open and manage Teams chats within Jira issues
Receive chat notifications in Microsoft Teams for Jira updates
Schedule Outlook and Microsoft Teams meetings as needed
Explore advanced automation features with M365 and JSM

You can start a 30 day free trial and book a demo with the yasoon team here, if you're interested.

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