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Help with Jira Service Management (JSM) project design for IT teams

Brett Lindsey
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May 10, 2024

Hello fellow Jira experts, we're currently in the process of establishing our first Jira Service Management (JSM) instance for IT and are seeking general project guidance from the community. We would greatly appreciate any assistance.

In order to streamline the customer experience and prepare for future scalability, we are inclined towards creating a single "IT" JSM project that encompasses support requests, tickets, change management, incident management, and software licensing.
Concurrently, we are developing our JSM Assets CMDB to manage our hardware, software, and service assets (including computers, network infrastructure, video conferencing facilities, software applications, SaaS solutions as well as cloud infrastructure), all of which will be closely integrated into the IT project.

The IT project is categorized into 3 issue types:

Report an Issue
This is the default issue type for reporting general IT issues. The IT Support team triages and takes action on these tickets, which may also be reassigned to the IT Asset Management team for tasks such as hardware replacement.

Request Equipment
This issue type is utilized for requesting new IT hardware, including computers and accessories. The IT Asset Management team triages and takes action on these tickets.

Request Licenses Domains & Software
This category is used to request new IT software and licenses. Similar to the above type, tickets are triaged and addressed by the IT Asset Management team.

Considering that separate IT teams will be accountable for their respective issue types mentioned above, is it advisable to create a single JSM project or should we establish multiple projects (e.g., IT Support, IT Asset Management, etc.)?
While keeping in mind that our goal is to streamline the customer experience and lay the groundwork for future scalability; At the same time, we are committed to ensuring an efficient IT agent workflow experience on the backend.
Are there any recommended best practices for this type of scenario?

I've included some screenshots to provide visual context for our instance. Any assistance on this matter would be highly valued!

Portal

Report an Issue

Request Equipment

Request Licenses Domains & Software

~5000 customers (internal employees)
~20 IT Support team members
~5 IT Asset Mngt team members

Cheers!

1 answer

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Danut M _StonikByte_
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May 10, 2024

Hi @Brett Lindsey,

The approach seems good to me. A single project should be sufficient in this case; this also makes things easier for people reporting issues as they will report IT issues in one project/portal.

At some point you will need also to monitor metrics, KPIs, charts for your IT project and teams. My advice to would be to create dashboards in Jira for tracking the IT project overall and / or each individual team.  

This article can be very helpful for this purpose: https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369

As you will see in the article, our Great Gadgets app will give all the necessary metrics for tracking your IT project in an effective manner: flow metrics, average satisfaction score, SLA, average response time (ART), tickets volume, trend charts, aging charts, etc  

Hope this helps.

Danut.

 

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