Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,456,203
Community Members
 
Community Events
176
Community Groups

Implementing Service Management - Processes/Tips?

I'm thrilled that my company has decided to purchase Service Management licenses for our project management and customer support teams! I'm tasked with leading this implementation and wanted to ask the community if anyone who has gone through this process has any tips. Here are our main objectives: 

  • We will be phasing out our old support ticketing system, so will need to organize a data transfer.
  • Currently customers email our support inbox with requests, so we will need to configure this to trigger an automatic ticket creation in service management.
  • We will set up customer portals for all of our individual clients, to host troubleshooting guides, release notes, and FAQs in the knowledge base, as well as custom request forms for support and change management.
  • We are also bringing in support teams across several products, so will need to ensure everyone is trained on how to use Service Management. 

We don't have the budget to hire a consulting firm at this time, so it's on me to plan our ramp up of Service Management. If there are any lessons learned, tips, or steps we should take as we begin our implementation please share - it would be very much appreciated as I plan this project! Thank you in advance.  

1 answer

1 accepted

0 votes
Answer accepted

Hi @Lindsey Jensen ,

Congrats! Jira Service Management is very powerful, one of my favorite tools in the Atlassian toolset. I do recommend to do some trainings, e.g. from Atlassian University:

https://university.atlassian.com/student/catalog/list?category_ids=21562-jira-service-management

Before you start implementing, clearly define your requirements. You'll want to check with the teams that will be using the JSM. I assume that you'll be the administrator, and I'd recommend to have at least one more (or someone who can support the teams if you're not available), but don't make everyone an admin. JSM is powerful and flexible and configuration changes that help some may break others. 

Understanding how to integrate with a knowledge base can be very helpful.

https://support.atlassian.com/jira-service-management-cloud/docs/write-knowledge-base-articles/

Since nowadays teams work in tools like Slack or Microsoft Teams , I also recommend to explore integrating Atlassian Assistant (Halp) with JSM:

https://www.atlassian.com/software/halp

I personally like it more than the portal.

But portals are important too:

https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-look-and-feel-of-your-help-center-and-portal/

Have fun! :-) 

Thank you @Carlos Garcia Navarro ! I'll review the documentation that you linked and incorporate these tips into my project plan. Happy holidays! 

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS

Atlassian Community Events