We have a ticketing system used by many sub-departments of IT to manage their request queues (Service Desk, Cabling, Applications, etc). We would like to transition everyone to Jira Service Desk, but we would like to transition in phases; i.e. prove success with the Service Desk then roll in the other teams one at a time.
In order to take this approach, we will need to operate both Jira Service Desk and our legacy ticketing system in parallel for approximately 8 months.
I'm hoping we aren't the only ones to have travelled this path of parallel ticketing systems through a phased roll out. How should we handle the obvious concerns of not wanting our customer base to have two portals for any length of time, and not wanting our teams to have to manually create & maintain duplicate tickets? Are there any other issues with this approach that we should prepare for?
The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...
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