IT Service Management


JIRA Service Management Consulting Services

It’s important to carefully assess your needs and assess the capabilities of the platform before making a decision, as over-reliance on features that don’t align with your business goals can lead to inefficiencies and decreased productivity.

JIRA Service Management issues that should be known before installing with this tool, and that I have ever been asked:

  • The concept of “Service” is transversal throughout the instance, and there is no option to link “equipment” with “services”. The only way I can think of is configuring each “portal” of each “project-team” using custom forms.
  • If your company provides service to multiple clients, with different service contracts, this is not your tool. (Equivalent functionality can be implemented by “twisting” the tool, but it wasn’t really designed for this use case. https://valiantys.com/en/blog/itsm/how-to-manage-multiple-service-desks-jira/)
  • A very important aspect of Atlassian products is the concept of “project”. In JIRA Service Management this concept is prone to confusion, since in reality the tool was designed to offer an integrated vision for a team within the “Project” container. So a good practice is to open as many projects as teams you want to deploy in ITSM.
  • If you also want a vision of the performance of multiple teams (projects), KVASAR can help you, since JIRA does not offer any functionality in this regard, and KVASAR does.

In conclusion, while JIRA Service Management is a powerful tool for IT service management, but it’s important to note that not all of its features may fit your specific business model.
Ultimately, it’s essential to strike a balance between using the right features to support your business objectives and avoiding those that can add unnecessary complexity or hinder your team’s ability to deliver exceptional service.