Change Management

Question

Hello all,

I'm currently exploring the possibility of using JSM as our ITSM tool.

I'm interested in finding out how other JSM customers have built out their Change Management process. Is it best practise to have it on its own project or have it as part of one project so all ITIL processes such as Incident, Problem, Request Fulfilment, Change are accessing under one project/portal.

I would be grateful for any advise, hints and tips when building out the SD portal.

Matteo Vecchiato · Answer

Hi @Julie_Anthony

In addition to what told by @John Funk , think also on the team how works and is organised. If each member team works simultaneously in incidents, changes, ... It could be convenient to have everything in the same project (different to the portal project).

If there is a decorated team for changes, think on creating an independent project.

The projects architecture must help the daylife.

I hope it helps.

Regards

John Funk · Answer

Hi Julie - Welcome to the Atlassian Community!

You can do it either way. I tend to have it in it's own project/portal and then link any tickets to other requests as needed. Otherwise in a single portal, there tends to be a bunch of options and that can be confusing to users submitting a request.