Hi Community,
First, a big thank-you to Julia and Josh for sharing your experiences and thoughts on using a consolidated JSM project structure — your input has been incredibly helpful as we weigh our options.
That said, I’m still curious if anyone has taken a different approach by creating separate projects for each core ITIL process: Incident, Problem, Change, and Release.
If you’ve done this (or seriously considered it):
- How did you structure the projects?
- What drove the decision to split by work type?
- How do you handle integration between projects (e.g., linking Incidents to Problems or Changes)?
- What were the unexpected challenges, especially with:
- Collaboration between teams?
- Maintaining consistent SLAs or automations?
- Unified reporting and dashboards?
- Customer/agent experience across portals?
Did this approach improve long-term scalability and ownership — or introduce more friction?
Really looking to understand both the technical and organizational impact of going this route. Appreciate any insights or lessons learned!
Thanks again,
Kim
