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We currently use ServiceNow and want to migrate to Jira Service Desk. We have two use cases and want to know if we should be creating one or two projects.
We provide both Product Support and KB just like "External Service Desk" Template but we also have the requirement for the "ITIL Service Desk Template" to deliver Problem, Change Management and Asset Management which is used internally.
In ServiceNow this is all one project. I'm unsure if we should:
1) use the "ITIL service Desk" and make changes to add request types etc to make it suitable for external customers
2) run two separate projects
3) do something else
Advice would be appreciated.
In Jira Service Desk each project will get its own portal. Although there is a help centre as well that will list all those portals.
I would also mention that you should list all the requirements first from how requests will be raised, processes, integration with other tools, automation and reporting. It will then help to take a decision.
My feeling is that one project would be fine for you.