For IT Service Desk are you using components for software list?

[Steve Fitzgerald]

We're starting to use the ITSM template in Jira Service Management. I'm working on getting it configured. What's the best practice for listing supported applications? Are you using Components for that purpose? Also, what about other things like hardware (laptops, etc)? Are you listing those as components as well? 

[Stefaan Boes]

We are using components as a classification method for incidents and requests and this works very well.

Depending on the version of JSM you are using, you want to consider additional options:

• The implementation of Services (through the features list), instead of components. We are not there yet, so no experience.
• The use of assets (inventory) for hardware, software, and services.  This requires a bit more effort to implement and the linking of assets in incidents/requests is not automatic.

If you are happy with the components, I would go for that solution.  Easy and straight forward.