Jira Service Management to replace SNOW

[Jagadeesha M]

Hello there!,

I am looking forward to replace our SNOW queues managed by team with JSM projects.

Any experiences and takeaways are truly appreciated.

1. A team of 3 managing 2 queues in SNOW for different applications support of L1 and L2 tickets
2. Most of applications users are Jira software users (an advantage I take it as)
3. Layout plan transferring the queue to JSM with existing tickets
4. Design queues and SLAs
5. Determines the type of requests
6. Design the customer portal for supporting above applications

Any past experiences in planning the change will help

[Chrissy Clements]

Hey @Jagadeesha M

I'd highly recommend you start with the Atlassian University resources: https://university.atlassian.com/student/path/968311-jira-service-management-fundamentals

https://university.atlassian.com/student/page/1090993-slas-for-jira-service-management-webinar?sid=51747418-6044-4de9-ba21-0455bdd9161a&sid_i=0

Are you working with an Atlassian partner on your implementation?