ITSM -- Jira Service Desk vs. Jira Software || Best Practices??

Question

hi all,

as a process manager who was spontaneously nominated to be a jira admin as well (yeey) I am seeking for some experience with ITSM in jira. My tasks over the last months was to optimize our IT-Service Processes. Before this, ITSM was spread over several projects. We had different Incident Projects (for Backend, Frontend and some other Departments) and issue types like RFC, Service Requests and Problems in different projects for diff. departments. For the future it def. makes sense to caputure all of this in one or at least not 20 diff. projects. The challenge I am facing now is whether to implement a JIRA SD or a JIRA Software Project. I know that an Service Desk Project comes with ITIL Workflows and awesome functions like SLAs and so on. On the other side JIRA SD does't provide boards. Many departments (at least this is what they say) can not work without boards. Furthermore what a the financial aspects, support and so on? What is your recommendation/experience or what are pros and cons regarding to implement ITSM in JIRA? I've started to compare some facts of both alternatives but I think i need more opinions/facts here..

Celik Vedat · Answer

i was sober i swear :D  sorry you took it like this.

i've heard about bad experience with jira sd. People had the problem, that they didnt knew where their tickets are laying and therefore they were forgotten or just not worked on. I want to understand why this happens. I dont know if this was because of bad configurations or bad processes. i just cannot relate to this.

Employees raise tickets trough the customer portal but cannot work within the issues in jira (without being a sd agent) wich is a big mind change to many people here.

Ii am not asking for an answer but for experience in itsm with jira sd and jira software.

wish you a nice weeknd

Nic Brough -Adaptavist- · Answer

This seems like a drunken "stream of consciousness post", which I can't read properly.

The best I can do is suggest that you should go down the Service Desk route, simply because it really helps your end-users create really simple requests without needing to know anything beyond how to write text on what they want to do.

Danyal Iqbal · Answer

For the future it def. makes sense to caputure all of this in one or at least not 20 diff. projects

Bad Idea. I would recommend multiple projects according to your requirements. If a team needs boards, than they should have their own project.

Research process management and concepts like process map identification, planning, organizing, controlling, granularity,modularity etc.