You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
Hi, Jira community,
Before anything, I am new to Jira, only use it as a customer in the IT support of my company.
We are starting to use Jira Service Management to implement a Client Service Desk in my company.
Starting on the considerations of our reality:
Based on these considerations we decided that it was time to implement a more structured and centralized support management system and we decided to try Jira Service Management as it was already being used internally.
To start with our implementation we opted to instantiate clients as Jira Service Management projects (using the Components feature to split our different projects with the same client inside the JSM project).
Our main question is how to manage all of these projects for different clients with a certain degree of standardization and centralized structure, but still allow customization for that specific client needs. Did you ever face this use case? How do you recommend handling it?
Our current view on this subject consists of the following points:
Is there a way of having a hybrid approach, with a centralized structure but project-specific customizations? Having full customization without any centralization will be a nightmare for managing when the number of clients grows and we need to make global changes to the structure of our support projects.
Thank you very much in advance for your help and hope to understand better what is the Jira way of handling this use case.