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Looking for anyone who has switched from BMC Remedy to Jira Service Desk

The Jira Service Desk marketing team is looking for customers who have successfully switched from BMC's Remedy ITSM to Jira Service Desk!  We’d love to hear your thoughts on the pros and cons of each tool, any tips for others thinking of doing the same, and if you’d be willing to speak with someone on our marketing team.

 

4 comments

We're currently in the process of doing this.  Would love to provide feedback once we've completed the project.

Yes, that would be great! Please contact me at mgrant@atlassian.com with any feedback you're willing to provide. 

Hi Jon

Please share the feedback for your migration to JIRA SD from Remedy.

Regards

Jyoti

Overall, our organization has been extremely satisfied with Jira Service Desk and it's ease of use since we never fully utilized BMC Remedy and all of it's functionality.

This is what I sent in April of 2018 with some edits:

Our organization is just about to wrap up our second full week since we’ve launched Jira Service Desk.  We worked with a platinum partner to assist with several things:

  • Migrate & upgrade existing Jira Software into new environment that would host Jira Service Desk and Confluence
  • Migrate data from BMC Remedy into Jira Service Desk projects
  • Best practice recommendations for Jira Service Desk configuration

It took about 8 months from kickoff with our partner to complete the above tasks.  We originally wanted to use the Cloud, but found the product limiting in several aspects.

Pros:

  • Partner was knowledgeable regarding technical aspects of Jira environment, data migration
  • Jira is a more simple and user friendly interface, responsive design, agent satisfaction
  • Integration with Jira Software, Confluence
  • Fairly easy to configure, learn how to use product
  • Growing and thriving community
  • REST API

Cons:

  • JSD not mature, things our organization struggled with:
    • Notion of assignment groups – added custom group picker but the assignee picker unable to filter based on assignment group selection
    • Operational/Product categorization tiers (only 2 deep)
    • Out of the box Agent notification customization capability
  • Partner best practice recommendations for JSD/ITSM not really existent, as “JSD is really new”
    • Failure to come up with some creative solutions to solve some of our problems/requests
  • Cloud offering limited (ADFS/SAML integration, only Azure AD supported, no dev, some plugins not compatible, different functionality)
  • Asked Atlassian for partner recommendations, but only was directed to “partner’s page”
    • Had to pick partners from this random list and vet them ourselves from scratch
    • Preferred more contact/recommendations from Atlassian on this front

Same with me. In progress.

Hi Josh

Please share the feedback for your migration to JIRA SD from Remedy.

Regards

Jyoti

Is there any update on this as we are considering the same but wary of some of the issues reported by Jon, especially on the partner front.

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