I'm trying to evaluate Jira Service Desk for our enterprise ITIL support model, looking to migrate from an older system that is heavily customised and is not capable of supporting our organisation as we transition to a fully global support model.
We are just under 1000 users in a hardware/software solution provider, approx 300 in support (multiple layers/functions), 400 in dev/test and 300 in auxiliary functions. We primarily support external customers with Incident/Problem/Change/Release ITIL processes, but would also like to use Jira to support our internal users for "normal" internal IT functions (using the same ITIL processes).
We are primarily looking at Jira Service Desk because we have Jira Software and Confluence and use these globally (albeit not using best practice in some cases).
I'm trying to get a handle on how much effort is required to take the out-of-box Jira SD and make it fit an enterprise-level process where you have L1 service desk triaging incidents, escalating to an L2 specialist team if they can't fix, and this team then escalating to development as a Problem record. In our organisation L2 teams may be the Incident Owner, however, they may request other teams at any level complete a task for them, or they may transfer the Incident Ownership (main ticket) themselves.
This is barely scratching the surface of the complexity - we're happy to hire consultants or application engineers, however, we can't do this unless we know (1) our end goal is achievable, and (2) it won't take forever (or we may as well just go spend the extra license and pay for ServiceNow or some other enterprise-ready application).
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