Great! You’ve chosen to deploy Jira Service Management (JSM). You picked it because it’s lightweight, easy to deploy, and its architecture is ready to scale and integrate with your larger organization’s use of other Atlassian software. Most new customers configure and deploy JSM themselves because they have a specific service team in mind (IT, HR, Finance, what-have-you).
Awesome… Here are a few tips before you start:
1. Document your service request catalog’s requirements.
- Data, approval process, fulfillment procedures, stakeholders, process owner, SLAs, reporting, etc.
- Be aware of special requirements in different situations
2. Capture only critical data needed to start the request.
- Don’t overload the customer w/ too many questions.
3. Standardize the approval process, where possible.
- Data, approval process, fulfillment procedures, stakeholders, process owner, SLAs, reporting, etc.
- Be aware of special requirements in different situations
4. Build a Helpful Knowledge Base
Identify the knowledge articles that will benefit both customers and service agents.
A strong knowledge base helps customers solve common problems on their own, reducing ticket volume and improving response times. You don’t need to build everything at once, your knowledge base will continue to grow and improve over time.
5. Review Your Service Level Agreements (SLAs)
Define your SLAs before launching your service desk.
Well-designed SLAs help set customer expectations, measure team performance, and provide data for continuous improvement.
6. Define Your KPIs and Reporting
Determine which key performance indicators (KPIs) matter most to your team.
The reports you want to generate may influence how you configure your projects, request types, workflows, and custom fields, so it’s best to plan for reporting early.
7. Start Simple
Focus on your most common service requests first.
A Minimum Viable Product (MVP) approach, such as Add, Drop, Change, allows you to launch quickly, gather feedback, and improve your service catalog over time.
As the saying goes, see where people naturally walk before pouring the concrete.
Need More Help?
If you need additional guidance, refer to Atlassian’s official documentation or contact an Atlassian Solution Partner for assistance.
