Best Practices for Service Management used for intake of new data requests

[Dawn Basch]

Is there any documentation on setting up service management for workflows, forms, portal groups, for setting up new service portal for intaking new demand for data teams such as asking for new dashboards, data access, data feeds, etc.? 

[Mikael Sandberg]

As far as I am aware there isn't specific documentation that covers JSM project for new data requests, but there is a project template for Analytics service management that you could start with. And if you have Atlassian Intelligence enabled for JSM it can help you suggest what request types you should have.

My BI&A team is using JSM as an intake channel for requests that they get. They are just using a single Form with dynamic sections that becomes available based on what the customer is entering on other questions in it. It is then moved over to their Jira Software (or now just Jira) project so they and add the work to their backlog.

[Jehan Gonsalkorale]

Hi Dawn!

I was going to comment, but you've got a perfect response from @Mikael Sandberg ! 

Definitely start with our templates and please let us know if there is any way we can make them more useful for you. 

Thanks,

Jehan

Product Manager, Jira Service Management

[Dawn Basch]

Which template would you recommend for incoming new data requests?  these could be for a new data feed, a new dashboard, new data access, etc.  Also, do you tweak any of the workflows?

[Jehan Gonsalkorale]

Hi Dawn, 

I'd generally recommend the "Analytics service desk" template (company-managed is usually most appropriate, but if you use team-managed service desks, this is a great option too) and then you can customise it based on your needs. 

I'd add any custom fields that will help the team get the information they need to get the work done (so long it isn't super technical, your average person won't have a data background). I'd then modify the workflows based on how your business currently operates. 

Our workflows indicate what we think are a good starting point for getting work done but we generally find that most businesses have their own nuances that may need to be added. If you have an approval process or if there are more steps involved, definitely add them. 

Just be mindful that the workflow should help you track the work, not explicitly cover every step in the process. This is where it's up to you to make a decision as to how best to map the process to the workflow. That said, don't fret the details, you can always update the workflow later, so start simple and see if extra steps are needed. 

Does that help? 

Let me know if there's anything else I can do. 

Best regards,

Jehan Gonsalkorale

Product Manager, Jira Service Management