team managed service project or company managed service project

Question

hello,

i need to create a new JSM project. We are using Team Managed projects now. The reason why I would choose for a Company Managed project, is you can use status-only-visible-for-agent and status-only-visible-for-customers at the same time.

The benefit of these different statusses is that an agent would know what to do by reading a short description as status (example "create invoice", when the customer only sees an 'in progress' status. The workflow would be defined by the status-only-visible-for-agent.

But now, our TMSP received a new feature "playbooks". I am not familiar yet of its full potential, but it seems that you can also make possible what I would do with the status-only-visible-for-agent.

It would mean that I can stay in the TMSP (which configures a lot easier than CMSP imo). What do you guys this of this new feature, and what can you advise me? Stay in TMSP or choose for CMSP, and why?

Also, what is the future for CMSP because I notice that TMSP is still getting new updates once in a while.

Thanks for your input!

Eduardo Anflor - MindPro · Answer

Hi, @Koen Bruggeman

In addition to what @Marc—Devoteam said, it is important to mention a significant difference between these two project types: the concept of "Resolution". The company-managed projects use Resolution to consider an issue completed. This means you need to transition the issue to a "Done" status and add the resolution to it. This impacts the "Time to Resolve" and "Time to Done" statistics and some reports.

The team-managed projects do not use this. They work only with the "Time to Done" concept, which means issues are considered completed after being moved to a "Done" status. You do not need the additional "resolution" step.

In other words, company-managed projects can use both the "Time to Resolution" and "Time to Done" concepts, while team-managed projects only use the "Time to Done" concept.

I hope that helps.

Regards,

Eduardo

Marc -Devoteam- · Answer

Hi @Koen Bruggeman

If you want to maintain governance in your instance, then go with Company Managed projects, as custom fields and configuration can be re-used.

TM projects are single containers and can't share configurations.

So using a custom field in multiple projects, requires you to set this up in each project and in any TM project anyone with admin rights can make changes as seen fit.

The playbook function is also available on on CM projects.

If you want to guarantee setup and in my opinion definitely on a JSM project I would pick CM as default

TM seems to get more updates as CM already has most of these functions.

Koen Bruggeman · Answer

in addition, i feel like you can do everything in a TMP as what a CMP is offering. But CMP is more complex to configure.

Or am I missing something what the real benefit is of a CMP ?