1 answer
My account rep usually has me submit a support ticket to get demos and working sessions. I just went through the process and scheduled one for Atlassian analytics. It was odd but my account rep assured me to put it in as a technical issue bug on the dropdown and then I selected level 4 for a question with limited business impact and then you can ask for a demo or working sessions with a JSM Change Management SME.
From an ITSM perspective I would say it's good to have the tool support your process rather than the process fit your tool for the best chance of successful adoption.
- Youtube Demo: https://www.youtube.com/watch?v=hRy1_SoQT1k
- Atlassian Guide to Change in JSM: https://www.atlassian.com/software/jira/service-management/product-guide/getting-started/change-management
- Atlassian Change best practices https://confluence.atlassian.com/servicedeskcloud/managing-changes-with-your-it-service-desk-817562147.html
Here is a screenshot of my change request type, one downside I encounter is that I wish there was more UI options and agent (issue) side UI customization to help guide users through the process so I have to do extra work on the process side and training to help users submit and update their changes successfully. One thing to note is licensing, after implementing change we did increase the amount of JSM licenses we have assign for change owners that typically only operate in Jira now need a JSM license to update issues after submission.
Forms in JSM provides the best UI experience for change requests but it does open it up on the portal unfortunately. Normal changes wait until CAB for approval which I handle manually, Emergency changes notify me which I also handle holding a eCAB manually, and standards automatically go to approved.
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