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Using Service Management as a MSP

BrianMc I'm New Here Jan 17, 2023

Are there any Managed Services Providers (MSP) out there who are using Jira Service Management to support external customers in a B2B environment?

Based on a review of the product documentation, the feature-set appears to match our requirements but seems more focussed on an internal support function than one which supports multiple external organisations in a shared services model (customer data segregation, etc).

Are there any real-world use cases of organisations using Jira SM in this way and what challenges did people face in deploying in this way?

Thanks in advance

2 answers

Hi @BrianMc ,

I interviewed the CTO at Olive Communications (since acquired and name has changed) that provided managed services for cloud communications, and this testimonial covers a large part of their set up (as well as a focus on the apps from the company I work for). Hopefully it can give you some ideas:

Hi @BrianMc 

I'd check out the case studies: 

It's a good starting point to get an idea on how other organisations use it.

It's definitely suited for external customers - Atlassian themselves use it for that :)


Adaptavist use it for our managed services, product support, and Assist (Atlassian admin as a service), as well as internal support.

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